Worcester 311 Customer Service Center – Worcester, MA

About Worcester 311 Customer Service Center

The Worcester 311 Customer Service Center is the central hub for non-emergency municipal services and information in the City of Worcester. This facility serves as a direct link between residents and their local government, streamlining the process of reporting issues, requesting services, and obtaining information about city operations. Located on Main Street, the walk-in center provides a convenient face-to-face option for residents who prefer personal assistance over phone or online communication.

Primary Services

Worcester 311 handles a wide array of service requests, ensuring they are routed to the appropriate city department for resolution. Key functions include:

• Infrastructure Reporting: Residents can report potholes, damaged sidewalks, street light outages, and missing street signs.
• Sanitation and Recycling: Assistance with missed trash collections, request for recycling bins, and information on yard waste disposal schedules.
• Parks and Forestry: Reporting down trees, park maintenance issues, or concerns regarding public grounds.
• General Information: Providing answers to questions about tax payments, city events, parking regulations, and election polling locations.

Walk-In Center Features

Unlike standard call centers, the Worcester 311 location at 799 Main Street offers a physical space for community engagement. The center is equipped to assist residents with:

• Digital Assistance: Staff can help residents navigate the city’s online portal or download and use the Worcester 311 mobile app for future reporting.
• Department of Transitional Assistance (DTA) Kiosk: A self-service kiosk is available for residents to apply for SNAP, TAFDC, and EAEDC benefits.
• Career Counseling: In partnership with MassHire, career counseling services are occasionally available on-site to assist with job searching and resume building.

Operational Note

While the 311 phone line operates during standard business hours, this specific walk-in center offers extended hours on certain days to accommodate working residents. It is important to note that 311 is strictly for non-emergency issues. For police, fire, or medical emergencies, residents must always dial 911.