311 / Service Requests
Residents report a problem with a photo and a location; staff triage it on a map or list and push bilingual status updates back to the person who reported it.
A pothole, a dead street light, an overflowing trash can — residents submit it from the portal with a photo and GPS, it lands in the staff queue with a reference code, and every status change notifies the reporter in their own language.
What you can do
Take reports with photos & GPS
Residents report by category — pothole, street light, trash, water/sewer, graffiti, sidewalk, parks, traffic signal, animal, flooding, noise — with photos and a pinned location.
Work a queue or a map
Switch between a list and a live map view, filter by status, and search by reference code, address, or category — the "a resident is calling about REQ-XXXX" task.
Move it through statuses
Advance each request: Submitted → Under review → In progress → Resolved → Closed, with an inline status change right from the row or the map popup.
Notify in their language
Posting a status update notifies the resident automatically, in English or Spanish, based on the language they reported in.
KPIs at a glance
Top-of-page counters show Total, Open, In progress, and Resolved, so the backlog is never a guess.
Trends & charts
An analytics overview opens the page with KPIs and charts — volumes, categories, and resolution over time.
311 → work order
Turn a request into an Assets work order in one step, with per-category SLAs so each category gets the response time it's promised.
A typical workflow
- Resident reports it — from the portal, choosing a category and attaching photos and a location.
- It lands in the queue — with a reference code, category, address, and language, on the list and the map.
- Staff triage — filter and search to find it, then set it to "Under review."
- Work begins — move it to "In progress"; the reporter is notified at the change, bilingually.
- It's resolved — mark it Resolved (then Closed); KPIs and charts update.
A closer look
Staff:
/dashboard/requests, with list and map views. Residents submit from the tenant's resident portal; each report flows straight into this queue.Works with
Communications & Alerts for resident notices · Assets & Work Orders — turn a request into a work order with a per-category SLA to dispatch the fix · Permits & Licensing when a report becomes a permitted job.