JACKSON 311: Your Direct Line to City Services
Launched in 2011, JACKSON 311 is the city of Jackson’s official non-emergency service request system, a single point of contact for a variety of issues, from drainage and city plumbing to potholes, illegal dumping and more.
The system was designed to make it easier for neighborhoods and residents to report problems and access services across the city’s myriad departments. In the beginning, 311 was simply a telephone line, but now residents can interact with the system by website, smartphone app or email. The system is always undergoing evaluation and improvement to make using it as easy as possible. With that in mind, let’s go through some of the details.
What JACKSON 311 IS:
A centralized system for reporting non-emergency issues such as code violations, abandoned vehicles, street or pothole repairs, trash pickup problems, graffiti, park maintenance and similar issues.
A way for residents and neighborhood associations to document concerns and receive case numbers so they can follow up and track progress.
Part of a broader, ongoing effort to improve communication between the city and its neighborhoods and residents.
What JACKSON 311 Is NOT:
An emergency service. Call 911 if you need the police, fire department or emergency medical services.
An “instant fix.” Most requests require coordination across departments, crews and contractors. This can be a complicated process, and takes time.
A complaint or suggestion box. JACKSON 311’s focus is on working with residents to actively solve problems or resolve issues under the city’s authority.
Accessing JACKSON 311:
Phone: Call 3-1-1 (outside of Jackson, call 601-960-2260).
Online: Submit requests at jacksonms.gov/311.
App: Download the free JACKSON 311 smartphone app, available for iOS and Android.
Users can also utilize email to receive case numbers and updates throughout the process.
Doing Your Part
JACKSON 311 issues case numbers for most reported issues. This is so residents can track progress, follow up as needed or assist with scheduling, site access or other challenges. Here are some ways you can most effectively support the system:
Be specific: Be prepared to provide the exact address or location of the issue (like the nearest corner or cross street). Likewise, provide a clear description of the problem or issue you wish to have addressed.
Add photos: Pictures help crews locate and understand problems much faster. So snap a few pics of that pothole, fallen tree or downed street sign, to name a few examples.
Be persistent and polite: Documenting and verifying issues, not to mention aligning schedules among city departments and crews, takes time. City staff handle high volumes of requests, and their jobs are stressful. Persistent but courteous follow-ups help move things along. Avoid making demands or arguing; instead providing as much information as possible.
Stay involved in the process: See the flow chart posted with this article and you’ll see the current 311 process includes steps for intake, routing, assignment, field work, updates, and closure. Armed with a case number for the problem at hand, the system makes it easy for users to get updates on the solution.
JACKSON 311 In Action
Jason Vance, once a resident of the LeFleur East neighborhood, described an issue he called JACKSON 311 about.
“We had a huge rainfall right after we moved into our house,” Vance said. “The bathtubs started filling up with water and all three toilets in the house started overflowing. We used every towel in the house.”
He would come to find out that the city drain line was backing up.
“I was lucky to locate the house’s overflow drain pipe cap and get it unscrewed before sewage started coming into the house,” said Vance. The sewage spilled across the driveway instead.
“I called a plumber to diagnose the problem and then eventually called 311.”
Vance said he followed up regularly, each time sending photos of the sewage issue, and after several weeks of persistence and patience, a city crew showed up during a downpour to take care of the problem once and for all.
“We were relieved to the point of tears,” Vance said. “Every time it rained, we would be watching for raw sewage to come bubbling out of the overflow drainpipe. And sometimes it did, but I was satisfied the issue got resolved.”
Residents like Jason and the Jackson Association of Neighborhoods encourage residents and associations alike to utilize JACKSON 311 whenever appropriate. The system’s documentation of issues creates a record that helps the city and its neighborhoods, and neighborhood associations, advocate for their needs more effectively.
Working together with JACKSON 311, we can all help Jackson be all it can be.