Dallas 311: A Lifeline for the Hispanic Community, Amidst Ongoing Challenges

A team of bilingual customer service representatives working at the Dallas 311 Call Center.
The Dallas 311 Call Center offers Spanish-speaking residents seamless assistance through bilingual customer service representatives.

Dallas, the vibrant and diverse heart of Texas, is home to a growing Hispanic community that makes up over 42% of the city’s population. As the city evolves and embraces its multicultural fabric, it is essential to provide accessible and inclusive services to all residents. One of the most vital resources available to the people of Dallas is the 311 service, a one-stop-shop for city services and information. This article explores how the Dallas 311 services cater to the needs of the Hispanic community, providing valuable resources and empowering them to thrive in this bustling metropolis. However, it also acknowledges the ongoing challenges faced by Spanish-speaking residents in accessing some of the city’s reporting tools, with a focus on recent developments and future plans to address these issues.

Accessibility for All

The City of Dallas recognizes the importance of accessibility and has made significant efforts to cater to the needs of the Spanish-speaking population. With bilingual customer service representatives on hand to assist callers, Dallas 311 ensures that language is never a barrier. Furthermore, the Dallas 311 website and the OurDallas mobile app are designed to be user-friendly, offering translations and making it easier for non-English speakers to navigate and access services. However, despite these efforts, some Dallas 311 reporting options still leave Spanish-speaking residents in the dark, with the online portal and the mobile app not yet available in Spanish.

Call Center Operations: Bridging the Language Gap

At the core of the Dallas 311 services is the Call Center, which operates 24/7 to address residents’ concerns and connect them with the resources they need. For the Hispanic community, this means access to trained bilingual Customer Service Representatives who can communicate in Spanish, offering seamless assistance and ensuring that no one is left behind. The Call Center’s goal is to create a lasting impact on residents, assuring them that the City of Dallas is working tirelessly to improve their quality of life.

In January, the 311 call center received 79,502 calls, with 9,496 of them being in Spanish. The average hold time for English calls is 94 seconds, while for Spanish calls, it is 253 seconds. The department’s goal is to lower the hold time to 90 seconds for every call. Currently, the 311 call center has 58 agents, 14 of whom can take calls in both English and Spanish. Within a few weeks, 14 more people will finish training, and seven of them will be Spanish speakers.

Submitting a Service Request: A Step-by-Step Guide

Submitting a service request in Spanish is as easy as uno, dos, tres! The process is simple, whether using a phone call, the online platform, or the OurDallas mobile app. For phone requests, dial 3-1-1 when inside Dallas city limits or (214) 670-3111 from any location. If you prefer submitting online, visit https://dallascrm.force.com/public/servicetypes, where you can easily navigate through the website in Spanish.

However, it’s important to note that currently, the online portal and the 311 Our Dallas Mobile App are not available in Spanish. This limitation poses a challenge for Spanish-speaking residents who prefer or need to use these platforms to report issues.

A woman using a smartphone to access the OurDallas mobile app in Spanish.
The City of Dallas is working to expand Spanish-language reporting options for its online portal and the OurDallas mobile app.

The Ongoing Challenge: Expanding Language Access to Online Reporting Options

While the City of Dallas has made strides in providing bilingual assistance, there is still work to be done in expanding the availability of Spanish-language reporting options. As of March 2023, the online portal and the 311 Our Dallas Mobile App remain accessible only in English, despite the city’s commitment to providing more services in Spanish.

The City of Dallas acknowledges the need for improvement in making all 311 services fully accessible to the Spanish-speaking community. Plans are in motion to develop a Spanish-language version of the online portal and the OurDallas mobile app, with a target release date in late 2023. These enhancements will provide Spanish-speaking residents with equal access to vital services and further empower them to report issues and contribute to the well-being of their communities.

In addition, the city is working on implementing new strategies to recruit and train more bilingual customer service representatives, aiming to decrease the average hold time for Spanish calls to match the 90-second goal set for all calls. These measures will not only improve the user experience for Hispanic residents but also promote inclusivity and demonstrate the city’s commitment to serving all its residents equally.

How 24 Hour Translation Services Supports Multilingual Accessibility

24 Hour Translation Services is a professional translation and localization company that recognizes the importance of language accessibility in today’s diverse and globalized world. As the City of Dallas works to make its services more inclusive and accessible, 24 Hour Translation Services can play a crucial role in ensuring that important information and resources are available to everyone, regardless of language.

Our team of highly skilled and experienced translators and interpreters can assist the city and other organizations in breaking down language barriers and connecting people with the information and services they need. We specialize in a wide range of languages, including Spanish, and are dedicated to providing accurate, high-quality translations that enable better communication and understanding between individuals, communities, and organizations.

In addition to our translation services, we also offer localization services that help tailor websites, applications, and other digital platforms to the specific needs and preferences of various target audiences. By partnering with 24 Hour Translation Services, the City of Dallas can make its online resources more accessible and user-friendly for Spanish-speaking residents, enhancing their ability to report issues and access vital city services.

For more information about 24 Hour Translation Services and how we can help promote language accessibility in your organization, visit our website. Together, we can create a more inclusive and supportive environment for all members of our diverse communities.


Dallas 311 serves as a vital resource for the Hispanic community, providing valuable information and services that empower residents to take an active role in improving their neighborhoods. However, the city must continue to address the language barriers and accessibility issues that persist in some of its reporting tools. As Dallas moves forward, it is crucial to ensure that all residents have equal access to these essential services, fostering a more inclusive, supportive, and vibrant community for everyone. With the ongoing efforts and future plans to address these challenges, the City of Dallas demonstrates its commitment to creating an environment where all residents, regardless of their language, can thrive and contribute to the city’s continued growth and success.

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