Author
City Desk ABQ: How that story came together
Jesse Jones is a local government reporter with City Desk and The Paper. This column covers his work uncovering what’s behind a news tip he received about City Hall.
Whether you’re reporting graffiti, looking for a swimming pool schedule, seeking homeless services or trying to track down a lost dog, ABQ 311 has long been Albuquerque’s catch-all help line. So when I heard during the June 1 City Council meeting that the city had quietly ended Sunday service for the call center, I was surprised. I’ll admit I don’t call 311 as often as many Burqueños, but when Councilor Renée Grout questioned the decision, it caught my attention. After all, for many residents, 311 is the first place they turn when they need help navigating city services.
Chief Administrative Officer Samantha Sengel and Executive Administrative Officer Victor Leon said the change was not about saving money. Instead, they said the city shifted staff away from Sundays because call volume is lower and reassigned them to busier days when more residents need help, to improve response times when demand is highest. According to Sengel, although the phone line is closed on Sundays, residents can still submit 311 requests through the city’s website and mobile app, and supervisors continue to review and route those requests to the appropriate departments.
However, the move to digital alternatives quickly ran into friction when Grout questioned how the closure actually works. When Sengel said she did not know whether Sunday callers could leave a voicemail, Grout said she had tested it herself. “I actually know the answer because I called yesterday,” she said, adding that callers cannot leave a voicemail. Leon said the system would need to be reconfigured if the city wanted to add voicemail. The discussion shifted from inconvenience to public welfare when Grout pointed out that the 768-HELP line — (505) 768-4357 — for homeless services also routes through 311. She asked, “Are homeless people only supposed to need help Monday through Saturday?” Sengel said she was surprised and described it as a phone-routing issue the administration would need to fix.
ABQ 311 Helpline Quick Info:
- Current Phone Hours: Monday to Saturday from 7 am to 7 pm (Closed Sundays).
- Special Holiday Hours: Extended hours of service are provided during the week of the July 4 holiday (Friday, July 3, 7 am to Midnight; Saturday, July 4, 3 pm to Midnight).
- You can still use the city mobile app, online web forms, or X (Twitter) to contact the 311 Community Contact Center.
- For non-emergency police calls, call (505) 242-COPS (2677). For emergencies, always call 911.
Share this story and start a conversation
