Good evening, everybody.

This is the Sustainability Infrastructure Committee meeting of April 29th.

I'm your chair, uh Counselor Jesse Klingon.

And before I uh call roll for quorum, uh let me just read this blurb that allows us to do this meeting uh remotely.

So pursuant to chapter two of the acts of 2025, this meeting of a city council committee will be conducted via remote participation.

We will post an audio recording, audio video recording, transcript, or other comprehensive record of these proceedings as soon as possible after the meeting on the City of Somerville website and local cable access government channels.

Um with that uh bit of housekeeping out of the way.

Uh we have with us Clerk Potier.

Uh Clerk Potier, can you please call the role uh to establish quorum?

Absolutely.

For quorum, Counselor Scott.

Present.

Counselor Hart.

Present.

Chair Klingon.

Present.

You have a quorum.

Thank you.

Um and you know what?

Actually, I noticed as a is this a newer part of the blurb, uh, Counselor Scott.

That after the copy and paste, it says um persons with disabilities who need auxiliary aids and services for effective communication, i.e.

cart, ASL, written materials and alternative formats and reasonable modifications and policies and procedures in order to access the programs, activities, and meetings of the city of Somerville should contact the ADA coordinator in advance at 617-625-60600, um, extension 2059, or ADA at Somerville Ma.gov.

I think they got it in.

I had notes ago.

Yeah, that a few months ago, but I yeah, I haven't, I don't think I've had all right.

So let's just uh call roll on these uh minutes.

Uh this is the approval of the minutes of the sustainability infrastructure committee meeting of March 18th, 2026.

Um discussion on the minutes members?

No.

All right, can we just uh call the role on this?

Clerk Potier.

Um Counselor Counselor Scott.

Yes.

Counselor Hart.

Yes.

Chair Klingon.

Yes.

Those minutes are accepted.

All right.

So we have a number of items and we have some staff here.

I don't want to try not to hold anybody too long.

Um, the first thing I'm gonna do, I'm actually gonna it is actually an open the first um the first two items are DPW items.

They're items that we had uh in a previous meeting that I had uh sent back to committee, uh severed from the committee point set back to committee.

Um the reason I did that is because during the night of the last meeting, we had this amazing presentation from DPW.

It was like a two-hour long presentation all about um sort of post uh recap from the the snowmageddon, the two big storms we had, what we did, what we could do better.

Um, and and that was all great.

But of course, you know, as meetings run long, you feel like things get to be a little bit overkill sometimes, where you're like, you know, you you may have more questions or concern on particular issue, but you start to feel like you're stretching a little bit.

And um, when I left that meeting, I definitely felt like some of the um, and let me actually say before we actually before I actually read the items is that I know that there's no easy solutions to these.

Um, I just felt like not enough time or consideration was given to uh two particular items.

And I'll read those um into the record.

But I really just wanted to send them back and just make sure that we fully understand the challenges that uh you know people with disabilities face in the city.

Um I I have numerous so pictures that I've been uh made privy to uh with just some of the um conditions that were out there on the ground that you know again, this isn't this everybody will acknowledge that the DPW did an amazing job with what they had um in terms of taking care of the snow.

This is more about um, you know, just changing the entire protocol or like the you know, I think have been done a certain way for a long time, and we've improved in a lot of things, and we've improved in a lot of things around ADA uh accessibility and compliance.

But the question is is there a way we can sort of systematically um change like come up with systems that will allow for a little more care and consideration for certain things.

And that's really you know, it's not gonna be perfect ever.

It's certainly not gonna, you know, um yeah, it's certainly not gonna be perfect, but it doesn't mean we can't improve.

So that said, um the first item is the is uh item number two, which is ID number 26037.

Um and this was from Council Union Camp.

And you know, I again I feel a duty to my colleagues uh who put orders like this in, they usually come from constituents, obviously, and and you know, we we hear the same concerns from constituents.

Uh so it's on us to do our due diligence around these issues.

So uh it's from Council Union Camp and a slew of other counselors who signed on that the commissioner of public works discuss with this council how to ensure that handicapped parking spaces are not used for snow storage and are cleared at the same time as other spaces.

Um I don't know that this came from particular incident or if it came from you know uh multiple uh sightings, locations, what have you.

Um, but I wanted to give the um, and I know that the commissioner did speak to this a little bit on the in the last meeting, but I wanted to kind of circle back and just double check.

I know that one of the one of the main ones was a municipal lot, one of the ones the pictures that I saw was a municipal lot where um in order to clear every other available space, it seemed like snow was pushed into the handy into the um the handicapped spots, which of course I don't think anybody thinks is is you know the way to to be handling this.

So that said, um I will, yeah, I I'd like to and I have talked to Commissioner Weissman um you know prior to this meeting, so he fully understands what we're uh what we're discussing here, what we're looking for as a city, you know, as a body.

Um and uh yeah, so if you want to go ahead and take it away, Commissioner Weisman.

Um I guess the question I would ask is um while we may be addressing again a one-off or maybe a few different locations where this happened.

I guess my question to you, and you can take it away with you know what how what is the protocol?

Like how are we uh systematizing with our snow removal with relation to um handicap spaces, be it in a municipal lot or uh potentially on um streets that if a if a if a resident has a handicapped spot where they have to move from because of the odd even um uh they can move back, but if they're on the side where the snow is being pushed to um, they essentially lose that uh very important spot for them.

So um what what you know what we're looking for here is how do we address um our neighbors with with disabilities who require um special parking, handicap parking.

Um, how can we better uh accommodate or really just I shouldn't say better accommodate?

I really want to be clear because there's guidance from the state of Massachusetts on what our requirement is as a city.

Um I understand there's a lot of challenges in the urban tight environment, but we really need to remain you know very clear and focused on what the guidance is from not only the ADA uh but also uh the state and its various uh entities.

Uh so Commissioner Weissman.

Sure.

Thank you, Chair Eric Wiseman, Commissioner DPW.

Uh thank you all for having me.

Uh again to talk about snow.

Um and in particular, this issue of handicap spaces in uh I'll I'll start with uh public lots, and then we can talk about the streets.

So uh as you alluded to, Chair, it is the city's responsibility to clear our public lots.

Uh we we typically do that with city staff, not contractors.

Um that includes uh it can get complicated during a snow emergency because there's an entire process of cars being allowed to park in public lots and having a window to remove the uh their vehicles so that we can clear the lots.

Um let me be absolutely clear.

We expect those lots to be cleared every space, including HP spaces.

That's uh non-negotiable.

Um, I saw the pictures that you sent or or that uh a constituent sent about this issue in a particular lot.

Um there could be any number of reasons why there may have been snow into that in that space.

To me, it looked like a performance issue that would be something we would address with staff uh and through education.

Um, but it could also be that a vehicle cleared off the snow on their vehicle, like that the look that the spot had been cleared and somebody cleared off their snow on onto spots.

That's something that happens.

And it could also be that the um, in that case, the business that is responsible for removing snow from the sidewalks, uh, emptied uh snow onto the sidewalk.

So um at any rate, there shouldn't be snow in any HP spots.

Um I have talked to constituent services about creating a special service request type for HP spots so that those issues don't just get um mixed up in the snow removal um salting requests.

There's like an a huge deluge of um snow related requests that come during and after storms.

I want to make sure that these get the attention that they deserve and promptly.

So uh I think we'll be working with constituent services over the summer to set up a uh special request type for um unshuveled HP spaces in public lots.

Um so that that's public parking lots.

You also brought up the street side spaces, uh, particularly on the opposite side where the the snow may get pushed uh onto an empty spot.

Um we spoke internally about using a contractor and the list maintained by the traffic commission of all the HP spots in the city.

Uh we have a list now.

That is something we will be sharing with staff and contractors to clear as part of our uh post-storm cleanup uh efforts.

Um and then I think that also we could work with constituent services to make sure that there are separate requests for those if they're on it already.

So uh again, we do not feel that these spots should be storing snow.

Uh that is not our intention.

And uh that's our plan for dealing with this.

So did you see the one?

So, and again, this isn't like I just want to make sure that we're all on the same page.

Yeah, you I I kind of mix things up.

The the the municipal parking lot uh handicapped spaces, they just weren't like plowed, like at all.

Like that's what it looked like to me.

That's why I thought uh I'm talking about the one on um, I'm talking about the one on um, and this would, I guess this would fall into the street one.

Uh you know, you know, the one on Evergreen.

Um I'm sorry, Thurston Street.

I don't know if you saw that photo.

Uh I'm not sure.

Clark, I don't think I can get this to you, but can you can you let me share my screen?

Or is that too much of a that's no, that's that's not that it's not that one because I didn't I didn't get this one into the record thing.

Um I believe you can share screen.

Give me one second.

Um I should have just oh no.

It looks like you should have permission to share.

Oh, I need to unshare mine.

Oh no, I I don't yeah, I think I just send a request first.

I'm sorry.

You should have the option now.

Okay.

Uh yeah, so it would be this one here is like uh, you know, this storing equipment and snow into it.

And this looks like it was like a bit after the storm.

So I think this is can everyone see this?

I cannot see no.

Oh, shoot.

I didn't, I didn't hit I didn't go, I didn't follow all the way through.

Now do you see it?

There's like uh yeah, if if I may, that appears to be construction, like uh street construction that does not that's not a piece of city equipment.

Um I don't know.

I don't recognize that as being part of uh an engineering project or a utility project, but um yeah, I'm not sure I'm not sure what that's about.

Oh, I see uh uh Paul on um engineer director pulse await.

Uh welcome good evening.

Good evening, uh committee.

Uh Brian Pulse to wait, uh director of engineering.

Um I'm only chiming in because I know that this piece of equipment was from Nash is uh like 95% confident this was national grids uh equipment uh because they were beginning to do Thurston Street uh gas line uh over the winter.

And I think they had moved some equipment over to start uh like right before the snowstorm hit.

Okay.

I mean, so that explains the the equipment, but um I don't you know as far as how the snow got to where it is again, this is just more about being more um considerate.

This is right next to two public properties, you know, the the Winter Hill School as well as the annex, which we have city staff in.

So I just want to um highlight that, and then I also I just have one other photo that I'll show with regards to the other um item uh that we're discussing.

But I'm gonna turn over to colleagues now.

Um anybody have any questions regarding Councilor Hart.

Thank you.

Um and through you, thank you, Commissioner Weisman and Director Post to wait.

Um just curious since since this photo is still up and we're looking at it, you know, the if the mish it looks like the machine is not in the handicapped spot, but that the that the snow bank is.

So um again, we can't know what happened here exactly.

Um, but just wanted to am I correct in reading that correct, you know, is that what that's yeah, it looks like yeah, yeah.

It looks like it's mostly out of the handy.

I mean, so there's a little, it's a little bit in there and the cones are a little bit in there.

It definitely looks like you know, but yeah.

And again, this would be part of again systematizing as the commissioner said, if there was a way to um address the uh the street um handicap spots.

And I don't know, I'm sure like um like you said the traffic commission or or traffic and parking could probably provide that.

Um this is this is something that uh I noticed in some other locations.

Um there was a spot filled the the HP spot in front of the West Branch library wasn't cleared when the building was cleared.

That was something I brought to my staff's attention.

I didn't see this one.

This is definitely not um our standard.

Yeah.

Okay.

Um stop sharing this for now.

Could I just uh chair?

Yeah.

Follow-up question.

Yep.

Um, I just wanted clarification on the what you said about having lists about where the spots were for residents.

Um I just didn't follow that.

Um, so I wanted to ask.

The other thing I wanted to just say was thank you so much.

I love the idea of creating a special service request um so that things don't get lost.

So I would just wanted to say that I like that idea as well.

Thank you.

Sure.

Uh thank you through the chair.

Uh there are a list of the um the sort of registered HP spots throughout the city um when a when a uh HP spot is requested.

My understanding is it goes before the traffic commission uh to be approved and then gets added to the list.

Uh every so often that list is um pruned of people that moved away or uh no longer need the space for one reason or another.

Uh and then the list is sort of refreshed.

So that would be something that we would annually share with uh whoever is doing that clearance.

Great.

Thank you and I know and I know these this type of thing, you know, takes resources and so on, but I believe if you look at the language and the you know the guidance from the state, it is that these are protected spaces.

So I know we switch off even to odd, so there is gonna be a year where you know um a space might like with those last big storms, you know, be potentially uncleared.

And I did note last meeting that you all were really good about if a request did come in, you know, it might take a few days to a week or something, but you stuck the the stake in the in the pile and said, you know, don't go near this where there's gonna this is for snow clearing.

So I will uh recommend that.

Uh counselor Scott, I see you have your hand up.

Um do you have a question or comment?

You know, uh Counselor Hart asked exactly the question I had, and um I guess you know, I and I appreciate the answer.

Um I guess I I keep coming back to the question you asked about uh what systems we can put in place to try to ensure that we're we're doing this.

I mean, so you know, the the list, how often does that list of spaces get updated?

I'm sorry, I didn't catch that part.

Through the chair, I believe that the parking department uh does that annually, sends out something to uh I'm not sure what the the mechanism, but there's there's some check in is the spot still needed.

But like this the director's here.

Yeah, but this HP spot has existed in front of the annex for quite a long time, hasn't it?

Yeah, through the chair, yes.

Uh I I think we're talking about spots in the neighborhoods that are uh requested by residents.

Okay.

I just this is uh the only reason I'm I'm trying to get to this is uh you know we had a big problem down in ward two that was not the city's fault.

100% not the city's fault.

This was a contractor acting badly and dumping snow into uh into already cleared sidewalks and to ADA ramps.

Um but this does look like something that was a result of the city city contractors um just piling the snow there.

So uh I want to make sure that for the things that we have direct supervision and control over, um that I understand what the what the procedure is.

And I maybe I'm slow or uh it's possible my my brain is pudding uh at this point, but um so there's a there's a list of spaces that drivers get on their routes to ensure that they make sure they they get those cleared.

Historically, uh through the chair historically know uh my understanding is that these putting aside uh ones adjacent to a city building, which my policy is that it should be part of the clearing of the snow at the city building.

Um the spots in the neighborhoods where we're cleared as requested.

Uh I think the change that's going to happen going forward is like like we do with bus stops.

We will provide staff or contractors with a list post-storm post snow emergency to go and make sure they're clear.

That's basically what we did uh without the list.

That's what we did uh after the last storm.

It was just generated by 311 requests.

I want to be more proactive about it and send them out with uh with a list to clear.

Um I'm not exactly sure what happens here.

Uh it could be city staff, it could be contractors, but it looks to me like uh somebody tried to clear the corner for the um the crosswalk and ended up pushing the snow into a HP spot.

Yeah.

All right, uh, I appreciate that.

That thank you for explaining the change for me.

I appreciate it.

I mean, there's like the ones that like I said, they're just on the odd just on the wrong side um of the street, like this one here at uh Union Square.

Um, although there is a port of party in in the spot a little bit too, but that's not your Mr.

Chair.

For the record, I wouldn't recommend that as a spot for a board of party.

No, no, no, definitely not.

Um I do see that um yeah, I do see that uh somebody from the audience has the hand up.

Um I will recognize the public.

Uh so well, first of all, did did the director of track and parking did um did you just want to chime in on the on the um the issue of handicapped parking spots, sort of like the inventory and how you how you might be able to assist also with supplying a list or something.

Good evening, Chia Suzanne Director of Parking.

So every two years the residential spots are renewed, and the public spots, those are remains constant.

Um they do change or get moved sometimes due to streetscape changes, but we do have a list and all of it is in the traffic commission rules and regulations.

So street spots would obviously be all the ones in the like this would be a street spot that we're looking at right here.

That is correct, yeah.

Yeah.

Okay.

So again, this is all just like to have a discussion so that you know the DBW commissioner and his team can you know kind of go through and and figure out what you know what's the what have what have they historically not you, like because you're you know, you're new, but like what historically has been missed, and how can we improve on it?

Um and on that note, I like I said, I will um if you could Mr.

Clerk, I'm unmute uh Holly Simeoni, uh Ward Four constituent, also the chair of the persons with disability commission.

Mr.

Chair, that person is unmuted on our end.

Full disclosure, I believe this these orders came from probably her and her um advocates uh to counselor you and campen.

Um and rightfully so, uh this is exactly what we would expect from uh disability advocates.

So I think it's appropriate to hear from um Simeon.

Thank you, Counselor Klingon.

Can you hear me?

Yes.

Great.

Um I'm highly impressed with all of the city uh officials that are here today, and I really appreciate your time uh this evening.

Um, especially Commissioner Weisman.

Um the picture that Jessie Jesse showing is um uh I don't remember if it was after the first or the second storm, but I I know it was after a lot of melting had already taken place, but I think it's um a good example of where, you know, as I say, plows don't drive home with the snow that they've scooped up, they have to put it somewhere.

And I know that typically it's a corner out of the way, but unfortunately sometimes in this example is um the diner on Ball Square, it was right where the HP spot was.

Um and I myself and some other members of the commission started to notice a lot of different places where um snow had been um moved look looked like into all the different areas where the HP spots were.

And um uh this is not um a time to figure out what happened or to blame anyone that um especially any city staff, uh our DPW staff uh work very hard.

Um and during those two back to back storms, I mean that was white out conditions, um, very dangerous and not easy to see.

But what I really was hoping um was to find a way to identify where all of these spots are and a manner in which they can be cleaned out.

Um I put in numerous 311 requests uh specifically about the parking lot at CVS on Medford Street, and that um is also a city owned parking lot.

And um I got on the phone, I got transferred all over the place.

Uh and it one point there were those flags that were put out, and I called back to 311 and um they explained that they would get cleared out then.

Um I know there are pictures of Medford Street.

Jesse, I don't know if you can pull one of those up, but partly part of the issue is um obviously it's very hard.

It you're not gonna see um the blue logo on the ground when you're when you're driving the plow.

But the signs that stand up should be located so that you can see where those spots are, but also what's called like the access aisle, it's the hatch marks that go in between where someone unloads and reloads.

And then in front of each space where those marks are, I'm sorry, to the side, the aisles, it's supposed to be a curb cut and the parking space, the aisle next to it, and the curb cut to get on, not the toilet.

Um, well, actually, this is one of the four areas at Conway.

And this was definitely no that was pushed into this corner.

Um, and again, I think you know, this is an example of just how do we make sure that whoever is is plowing the next big storms knows from a list.

Yeah, you can see it more um how to find these spots, which is actually on two lists.

There's the list that um traffic and parking has of spots like this that are city spots.

Um and then there's uh which would include um spots on the sidewalk.

Um and then there are lists of the residential requested spots.

Um and um I have to say that there were some spots like in Davis where someone went back and they cut out, yeah.

This one was especially this is also Conway with a where the rink is.

Um someone moved the dumpsters out of the way so they could shovel and they slid them into the handicapped spots, which still were covered in the other piles of snow.

So I mean, I think Ms.

Mione, I think the point there is like, you know, these these do a good job of of just kind of showing uh demonstrating the breadth of like the issue.

Um I you know, I have full faith that um, you know, the DPW commissioner and his team, you know, they get the message on you know what we need some TLC here.

So I think as far as the parking spots go, and to your point, the accompanying aisle where somebody has a child in a hand with a handicapped van, that you know, this would be really difficult to navigate here.

Um I I do think we've gotten the message across.

So and I and I appreciate you like adding your um commentary.

And I don't mean I'm not trying to cut you off.

If you have more more to say, I would just say that um as far as this particular issue goes, I think it's pretty fair from the photos that you know we have work to do.

That's you know, that's I think we'll all agree that we have work to do uh in this area.

Um I agree.

Thank you, um, counselor clinging.

Um like I said, by all means, you know, wrap up if you if you'd like.

Um, but but the you know, I I a resident, I've lived here, yeah.

Here's the Medford one.

I've lived here my whole life.

Um, and I had a child who needed these spots, and I drove for many years a wheelchair van.

So um I my goal is to figure out how do we identify where both lists of these spots exist and to make sure that whoever is plowing or shoveling knows that they have to clear the access aisles, the curb cuts, and um the full uh parking spots.

Now the priority is always um schools, first responders, roads, those are the first party.

I I'm not saying that handicapped spots need to be a first party.

I'm not sure if they have to be a second priority, but I do feel that when it is safe that people would then need to go to the drugstore by example or to other places that they get taken care of at that point.

Um but there's also like this example is where where residents oh I'm sorry to interrupt.

I was gonna say that's on the other item, and the reason why I'm not addressing that with the EPW is because I do feel like that's more okay.

No, that's okay.

That that picture I just the crosswalk issue is item number three.

And I I don't know that we can discuss it with like I with the commission.

I I think that that's more of an obviously, you know, he's the captain of the ship, he'll take whatever orders that you know, like like you know, and whatever resources we want to give.

Um, I think the issue of the curb cuts, the abutting curb cuts to properties.

Um, although I guess I would, you know, I all right.

You know what?

I'm just gonna read number three into the record just because I think a little bit one of my concerns about the curb cuts themselves is that even if we ramp up enforcement and get property owners, landlords to understand that if they have but a curb cut, it's actually their responsibility.

I think then it opens the door of like, okay, so they clear to the street, but there's still a a lot of snow and crosswalks.

And I think that's the challenge.

And I and again, I don't expect the city is like trying to keep the roads clear for emergency vehicles.

That's like the you know, absolutely the first priority.

Yeah, and then and then they're able to come back.

But I will read it.

So item number three is um that the commissioner public works discuss with this council how to ensure that accessible sidewalk ramps are cleared following snowstorms and ensure that 311 reports on this issue are promptly responded to.

Um again, the reason why I say, you know, um, I guess it's still maybe worth broaching, but ultimately this is gonna be a matter of uh education and enforcement uh more than it is what the DBW can do, except if we ever get to a point where there's like the mayor's sort of shovel brigade, where basically we are at the point where we can clear those without any delay, and then we bill, you know, the and and you know, but again, that would that would be where the enforcement and the um uh education come in.

Um liaison Radisi on this issue.

Thank you, Mr.

Chair.

Yeah, I was just since you mentioned it, um, the mayor wanted me to mention that he's working on a program to allow the ramps to be cleared.

Um it's still in development, so we don't have all the details, but once there are they are figured out, we're happy to bring it back to the council for discussion.

Excellent.

Yeah, so like I said, I just want to acknowledge the fact that this is a you know we've been and now when I say we, I mean society.

I don't mean summary.

I mean, we've been somewhat we I would say we've been negligent on a lot of these issues for a long, long time.

And I think you know, we're trying to try and rectify some stuff.

It's not going to be perfect.

But I think you know the more that advocates like the commissioners like the push I see on here and Paul Cannon, uh Ms.

Neoni um remind us and bring this to the forefront.

I think it just makes it that much more uh you know helps us see through that lens and and make sure that we're prioritizing the most vulnerable people.

So with for those two items I will so first of all colleagues in our last researcher yeah if I if I could just jump in really quickly absolutely I wanted to thank Ms.

Simeoni for uh for you know raising the issue.

I she did ask about like sort of the two separate lists when it comes to uh particularly for the the the city lots which which are clearly a pain point um we do run uh training sessions uh every November for city staff uh and and basically anybody that plows for the city uh this will absolutely be something we're going over with the staff responsible for clearing the city lots uh I would say that it doesn't meet our standards for HP spots but it also doesn't meet our standards for clearing those those spots uh period so um I just wanted to mention that and uh thank you I mean I I you know I have full faith and you commissioner that you know here is a wide open um and you know and one of the things I think and I know that you know I don't want the elephant in the room sometimes can tend to be the fact that like modes of transportation are important and parking isn't so important except for certain populations.

And the reason why I say that what I mean is the fact that people have noticed that you know we are making sure that the community path and the bike lanes are clear uh in the priority list and I think Commissioner Simeone even just said she's not expecting it to be one, two, maybe not even three but somewhat in a quick you know in a timely fashion that we have this on the priority list.

And I don't know that it is right now like for instance this spot here it's a street handicapped spot.

I don't know if you know if we ever it's not really in a commercial district so I doubt we went you know it wasn't like we went back through like we did an union square I don't know that this one was taken care of until it melted basically all right and then I'm so I don't see any colleague I'm gonna give you the last word uh Miss Simeone on this um before we move on we have um many other things on the agenda here thank you chair uh counselor clinging um this is an example of where no one honestly owns the spot in front of there it's right on Broadway uh near the bridge um right outside of all square and um I don't know you know following the ordinance and you know getting large groups of volunteers which a lot of people jumped in to uh shovel out spots for people who needed spaces to park um I I think the the whole goal of this really is to allow the disability commission to have a seat at the table or to provide some information um and you know that is partly what the that is what the commission is supposed to do.

I'm not here as the commission I'm here as a resident um but in this case this should have been completely plowed and also the sidewalk so that um if someone were to park there they have to be able to open the door onto the sidewalk and there were some places um maybe outside of union where uh DPW or someone did go back and clean HP spots but they didn't clean the sidewalk and so someone can't you know get out of their car in those areas and again I I I just um I saw this as an opportunity to to look at it afterwards and say how do we do what do we what do we do differently how do we prepare what information is there is there you know something the commission or or you know an advocate could help with like an MOD grant for um uh Eric I loved your comment about heated sidewalks I think or or something was heated um uh maybe there's a small or yeah I think that was great um I did watch the meeting afterwards because I for different reasons was not able to be um added the last time but if there is you know something that we could discuss writing a grant for through MOD that would be smaller to use for these spaces to melt things.

I mean we all hope we don't have two horrible storms like that again but we know it's possible and um I just I just heard from a lot of residents who were stranded because they couldn't get across the street.

And um, I just I just heard from a lot of residents who were stranded because they couldn't get across the street.

Um, and it's not just wheelchairs, it's it's people in strollers.

So I I don't want to um I don't want to assign blame to anyone.

I see this really as just opportunity.

Um, but I really am asking that the commission be allowed to be involved in um some of this process, even if it's um um to talk about how to support it more.

So I appreciate everyone's time tonight.

Um and um someone I do believe did remove that porta potty from that one spot that was there.

Yeah, and you know, uh Lia Zamra DC will bring that back to the mayor's office and again we'll let our professionals take a room here and like I think the message has been received loud and clear.

I think that um, you know, we have Eric's great uh uh systems uh approach type person.

I think that we can get this figured out.

I see Councillor Hart has uh more thoughts on this.

Counselor, floor is yours.

Thank you.

Um, and I just wanted to also appreciate um Miss Simeoni for taking the photos and you know being advocating um on this important issue.

I just wanted to am I correct, Chair, that now would be the time to talk more about the curb cuts as well.

Um yeah, yeah, I think like as I said, it's more of an administrative thing.

Um and in other words, unless the and like Lee Samra DC said, if the mayor can get some sort of program going or we can uh allot some other bunch of funding to DPW and they can hire, I don't know, like somehow on the you know what I mean, like come up with a group of people, then we could then the administration administrative piece then gets into their court where it's done, and then we bill the homeowner or something like that.

As far as the curb cuts themselves, I mean you can see from the pictures that um you know, even or even when people do cut them.

Uh one of the one of the notes from um one of the residents is that sometimes we have angled uh crosswalks.

And so somebody on one side might you know they're they're they're clearing the corner, but it's not the actual crosswalk.

So there's a lot to be, you know, a lot of challenges to be tackled there, but a lot of it has to do with enforcement and education.

But go ahead, take it away.

Whatever your thoughts are.

I I mean I agree with you completely.

I think a lot of people don't know that it is the property owner's um responsibility.

Um but you know, also there are a lot of spots that are in public ways or you know, are in places where it's not gonna be cleared by uh by a property owner.

I was just curious, uh, Commissioner Weisman uh threw the chair to you.

Is it possible to use the smaller machines that clear the bike paths for things like um major sidewalks and curb cuts in areas?

Commissioner, this would be a perfect example of yeah, you know, I don't we'd have to maybe build back to the property arm, but and and and I think director Pulsaway could also appreciate this since you know his team and mobility do the crosswalks.

You can see the person thinks they did an opening, but it's not the actual curb cut.

Anyway, yeah, for the chair, thank you for the question.

Um so we we do clear snow from curb cuts uh adjacent to city buildings, schools, uh parks, public property, as is our responsibility as the property owner.

That is by law whose responsibility clearing sidewalks and curb cuts is uh in the city of Somerville.

Um we also do it adjacent to any bus stops, whether they're in front of city property or not, when we clear snow from the bus stops, uh we clear the adjacent curb ramps.

Uh so we're already clearing uh quite a few curb cuts throughout the city.

Um like as the chair said, I think it really comes down to an enforcement and an education issue.

Um I find that people uh tend to do a good job, you know, clearing in front of their driveways, uh whether there's snow pushed in front of them or not.

And I think that the same standard should be held for curb cuts as well.

So there's not a just like repurposing, or not not repurposing, but an additional purpose of the smaller machines is not realistic to use them in that way.

That's not something that we we have done in the past, except for on Broadway and School Street, our uh priority areas, and then yeah, around cities and city buildings and school buildings.

Thank you.

Yeah, and this is one of those issues where you know it's only comes up when there's situations like this, and that's why it can tend to fall by the wayside.

But the truth is mass general law empowers the municipality, and then we write our rules, which in our case uh that the butter is the um person responsible.

And when this came up when I tried to really kind of in for emphasize that language in our snow removal ordinance, it got rejected by colleagues, but okay, no big deal.

Um the reason for that is because I want I I'm curious as to like whose liability it is.

If you know, we're saying that it's on the property owner because the state allows us to say that, but then if somebody was to get hit by a car in a situation like this where the crosswalks completely covered, who who's liable in that instance, you know, like does it expose us?

So I think these are questions and things that we really need to you know bring back to uh decision makers and um uh you know the administration and try to figure out a way forward.

I don't think it's easy, I don't think it's cheap.

Uh but again we have a job to do to make sure that our citizens are being heard, and I think we've covered this pretty extensively um this evening, and it's definitely something that's gonna be I believe I fully believe is going to be addressed.

Uh certainly in the future.

Um hopefully it never snows again, and then we won't have this ever have this discussion.

All right.

Anything else on items two or three.

Okay.

And I carry I encourage, you know, I know like no one wants to think about snow, but these conversations could and should continue because like I said, it it it sneaks right up on you, and then we're in this, you know, then we're having the same same conversations all over again.

All right, uh Clerk uh Potier, we're gonna work complete items two and three.

I think um we can get uh with I don't know at this point if it's the commissioner or um the engineer, uh so there's two two quick ones, uh Commissioner Weisman.

Item number four that the commissioner public arcs discussed the council the frequency of street sweeping throughout the period of April through November.

Um I will say, Counselor Hutt that I know that I've heard a few residents have asked this question.

Does it have to be so frequent or um what I didn't what I should have probably talked to you about beforehand is is I don't that's probably an administrative decision more than I mean Eric will probably tell his people, you know, to do whatever he's being instructed to do by the city.

So I have to imagine that there's some historical knowledge, maybe somebody that's on this meeting has that knowledge.

Um still uh perhaps council uh uh director pulsterwaite or even I'm sure I'm sure Derek Der Rinfre probably has been around for this conversation's probably happened two or three times through the years, uh, and how we got to the the place of sex doing it twice, uh you know, doing it every uh every other whatever doing every week basically through those months.

So if you want to set it up just so I understand fully, counselor Hart, like where where your head was at with this and sure.

I mean, it sounds like um you you understand the issue well.

I've I heard from uh you know a handful of constituents already, just because parking is such a kind of pain point in the city, um, and that in the spring in the fall, it definitely you know is clear the need for the street sweeping um at very regular intervals, but you know, for the months of July and August and September, you know, is it is it possible to relax it a little bit so that the parking uh crunch doesn't come as frequently?

So that was yes, that's a that's another counselor rookie thing.

I have an answer for you on that.

It's this it's the stock answer of the city always.

What they'll say is it you have to it's training.

So if you mess around with it and then people get tickets, councils are gonna begin, ah, we ended this.

I've every you know, I've been yeah, and so it's just like with the bus lane slot versus always, it's it's training.

Is that what you were gonna say?

Uh Director Pulsewaite or or no speak to this.

Yes, Chair, I can speak to this again.

Brian Polstwaite, uh director of engineering.

Um I that wasn't what I was gonna say, but I do not disagree with you.

I think you're absolutely right.

Like there is an importance in consistency when it comes to um when it comes to constituents, motorists, etc.

Um, being consistent with following the rules, it's important that the rules are consistent.

Um so that's that there is some truth behind that, um, Chair.

Uh, but what I was gonna say is that that the water quality issue, the the reason why we do street sweeping, um, in part is for aesthetics, um, and part is for uh a public safety of just having clean streets that don't have tripping hazards and so forth that are left in the streets.

Um, but a very large portion of that is for water quality.

When we sweep our streets, we pulled dirt and material off the streets that are now less likely to be flowing into our public waterways.

Uh, and that is that is a very critical component of it.

Uh, that is something that we're regulated to accomplish.

Um, and that is something that we have to have street sweeping in order to do that.

Um, the the Somerville does conduct street sweeping more often than the absolute minimum required, but that gives us better treatment for our water quality.

Um, and as time goes on, um, like counted in years, those water require water quality requirements are increasing.

So we are actually in a place where we should be considering doing more street sweeping, not less street sweeping.

Um I I hear the the thought that winter or spring and fall conditions, um, they do.

There's a lot more um uh uh biomass litter that comes onto the ground in the spring and the fall due to trees.

However, that's not all of the things that we're sweeping.

We're sweeping sand, we're sweeping oils, dirts, greases that fall from our motor vehicles.

Uh and and those aren't seasonal, that happens year-round.

And so it is important that all of get gets swept up as often as reasonable so that it improves or it doesn't further deteriorate the water quality.

So that's that's the goal here, and it needs to be done year-round for those reasons.

I haven't heard I haven't heard that one before.

Um, Councilor Hart, yeah, floor is yours.

All right, I just uh just wanted to appreciate that answer.

Um director post await.

Yeah, I uh thank you for uh the information and educating me, and that makes total sense.

So thank you.

Yeah, no, thank you for bringing this up.

Like I said, I I've seen people, you know, and then I also see people rebut those people online and go like, yeah, then you'll be complaining that you know there's all kinds of stuff in your gutter.

So it's kind of a lose lose.

Council Scott.

Uh just gonna say anybody who thinks we uh do street sweeping too often, uh, should come by Union Square.

I I think we could give that one another couple passes right now, actually.

So no, I I appreciate the discussion, and I know it's one of those things that uh you know I've I've gotten calls uh about it as well.

I think people just ultimately want uh you know want to have good service, want to have their streets uh clear, and understandably get frustrated uh when they get caught up with a ticket.

So um I appreciate revisiting any time we make a decision like that, it's worth uh going back and asking, hey, is this still the right call?

So I appreciate the conversation, but uh I think I'm all set on it myself.

All right, counselor Hart, are you satisfied with so it's consistency, it's water quality and the sewerts and the water system and um yeah.

That's all right.

Uh Clerk Potier, we're complete.

Item number four.

Hey, folks, don't if you're thinking that we're gonna get all the two of the items, the two of the water and sewer items.

I'm keeping in committee, not only was it a little overambitious, but also um we're not ready to discuss those yet.

So it's not as much as you think is left on the agenda.

Um item number five, and this, oh, this is snow related.

Uh, and that's another reason why counselor link had put this in after the fact.

And so if the commissioner is here or whoever owns the um, I know the commissioner, I know they own Chrisha DBW, they know they own the snow removal of the path.

Uh, as far as whatever debris is left over, uh, you know, we'll let him speak to that.

So, item number five is that the Commissioner Public Works conduct a citywide sweep to remove large debris from the community path and bike lanes now that the snow season has concluded.

I'm assuming this is in response to a bunch of stuff that turned up after the snow melted.

Uh Commissioner Weisman.

Uh the chair, yes, thank you.

Uh, there was uh quite a bit of debris that got churned up as a as a result of the ongoing snow operations.

We did clean that up this spring.

So it's looking good out there.

Yeah.

Right on.

Well, thank you for that.

And um that's where complete, uh, Mr.

Clerk.

Anything on that, colleagues?

Clerk Potier.

Yes.

Mr.

Chair, as this is referred for recommendation, it does require a roll call vote.

All right, can we just place it on the put on the table?

We'll take it up with adjournment.

Absolutely.

All right.

So uh let's just I'm gonna stay in order on this one here.

Item number six.

It's ISD also, but also I think we'll involves um traffic and parking.

I've seen the director is here.

Um, I think that concludes things for you, right?

Uh Commissioner Weissman.

Or my I hope so.

Thank you.

Yeah, have a good night.

You take care now.

Thanks to you all as well.

All right.

All right, item number six.

That the director of inspectional services discuss with this council how to ensure that temporary dumpster permits do not conflict with handicapped parking spaces or that temporary handicapped parking spaces are relocated for the duration of the dumpster permit.

Um this was also put in by counselor you and campen.

I believe there was I know I can speak to my own personal uh word council experience of one that was on Moreland Street that uh was put into a handicapped spot for quite some time.

Um I also have an issue with as it relates to snow with the dumpsters, where I know that the rules are that during a snow emergency, those are supposed to be taken off the street if it's on the side that gets plowed.

Um, and that also didn't happen on Moreland.

So I've I feel like with these dumpsters, it's there's definitely you know some room for improvement on um how we're enforcing uh and getting the message across to people who use the streets for these dumpsters.

So uh certainly we don't want to see them being put in uh handicapped accessible spots.

So um that's all I really have to kind of set the table for this, other than I'll just call upon staff to speak to um this item, like you know how we how can we ensure that temporary dumpster permits and maybe you know, maybe a simple answer as well, we just tell them if they do that, they're in trouble.

I I don't know.

So uh we see director Rinfret is here and on camera.

So I'm gonna turn it over to her.

I know ISD is here also, but uh this one take it away.

Good evening.

Thank you, Suzanne Renfreck, Director of Parking.

So when folks come in for a permit for a dumpster to get parking signs, of course they're asked making sure that this is a legal spot.

We don't know our clerks don't know every spot on the street.

We expect that the cuts constituent is telling us the truth.

Um, unfortunately, parking cannot ticket these dumpsters, they don't have a license plate.

So we typically will call ISD and say, hey, there's a problem here.

Um, in regards to the Moreland Street one that you just discussed, we did know it didn't make it right, but the folks that did request that parking space had moved on.

They were no longer utilizing that spot.

The spot probably the sign probably should have been taken down earlier, but we had to investigate to make sure that in fact nobody was using that spot, that the people no longer live there.

Obviously, they weren't using it because the dumpster was in the way, but we had it investigate to make sure that that they were no longer living there.

Um, but I agree with you.

We do ask every constituent when they come in to make sure that it is a legal spot.

They are supposed to move those dumpsters for snow emergencies, just as you said.

That is a condition on the application for the for not only for the the permit from ISD, but even when you're getting signs at the parking department, not only is that a condition for for dumpsters, but it's for any restrictions on parking during snow emergencies.

Thank you.

Okay.

Well, I appreciate that.

We got traffic and parking side of it, which is like you said, that um even in the case of Moreland, there was an investigation.

I I I want to say, and you know, I'm not challenging you, I want to say that it was in or at least even half in at one point, the one of the times it was picked up and dropped off in the handicap before the person had passed away that lived on Mr.

Cap.

But that said, I think that really begs the question of where does ISD come in on this in terms of inspection of the site and like where the dumpster actually is or when you know when they happen to go by.

I know they're not going to continue to roll by and check the dumpsters, they get dropped and picked up um, you know, on a regular basis, but I uh I'm curious to know what role they play uh and how they can help ensure that developers aren't putting dumpsters into handicapped spots and that they're also following all of the requirements, such as moving when there's a snow emergency.

I did see um director Klein here at some point.

Director, you can are you are you able to unmute or are you there?

Are you still with us?

I see you on there.

Now I see two director clients.

I think he's trying to rectify it.

All right, while we're waiting, I do see a uh member of the audience again.

I'm assuming that this is one uh that came from uh citizen advocate to hear me now.

Yeah, I can hear you now.

Yep.

Were you listening?

Were you able to hear the discussion?

Director Klein?

Yes, like yes, I could so um we usually do is call all the dumpsters tell them to get removed.

And if they don't do that, yeah, so you issue them a warning on the first uh part, and then second is 100, and then the third is 300.

But usually we have a good compliance.

Um probably about six tickets in the last few years.

But I would support a little uh more stringent, maybe 300 for the first fence, especially if it's close to handicap.

And I would definitely push for the echo.

Um I would definitely push for no handicapped or at least 10, 20 yards, depending on the street to get them out of there.

It seems like it'd be an easy fix for this.

Yeah, I mean, I would think I know there's no license plate, so but I mean, I know handicap parking in a handicapped spot is a 500 fine.

Um I would think that you know taking up one of those spots should have a pretty stiff penalty as well.

Um, I appreciate you suggesting increasing um the fines, and I do understand that those get picked up and dropped off regularly, so it's hard to sort of, you know, you might see their original placement, and then you might go back and you know, or you might not go back and maybe they they had dropped it a little bit differently.

Also, maybe stop work order would be uh good way to get their attention also.

Umtier, would you mind unmuting um Miss Simeoni?

Uh I believe she has a comment on uh the placement of dumpsters specifically in handicapped spots, which is something she may have witnessed or something.

Thank you, um Chair Klingon.

Yes, this is the other item that um Ben put in for us.

Um and at this particular location, um it they truly did the best placing the dumpster uh to not completely cover the HP spot and not completely to cover the crosswalk, but unfortunately they did cover both.

But I think what Director Klein just um suggested is saying that we can't put dumpsters um within so many feet of an HP spot, is specifically because the dumpster and this, and there was a picture of this.

Um the dumpster um is blocking the access aisle uh for the person in that HP spot.

And even though that person may have left, or if a dumpster was there before, any type of resident can still use that spot um uh within the city, and there are so few HP spots um across all areas of the city.

Um because it's this idea of we're not policing them, we're assuming they're putting it in the right place, and clearly this one in particular wasn't.

Um, but there's also the option of moving that HP spot to another location, whether it be across the street, uh just temporarily so that that dumpster could have uh close proximity to the work that's being done.

But um where it was in the middle of the snowstorm, I don't know.

Someone would have had a shoveled out the other side of the street and moved a spot, but um thank you, um Chair Klingon for letting me me add this.

Ums yeah, no, absolutely.

Um I and an HP spot isn't 500, it's 200 unless something changed.

No, no, you're right.

I stand corrected.

I stand there.

I for some reason I I thought it was maybe I'm thinking of fire hydro or something.

Um so yeah, again, I think this is more just about calling attention to something.

I mean, it's something we you know, we can all assume everybody knows everything, but unless without advocacy, uh, you know, things can tend to fall by the wayside of go overlooked.

Um colleagues, anything on this particular item or anybody else from city staff have anything on this particular item.

No.

Okay.

Council Scott.

Yeah, I guess uh I I'm really curious about uh Commissioner Klein uh bringing up the use of stop work order uh because honestly, that's more compelling than any ticket amount.

Uh is is uh little dumpster placement, uh something that you'd be willing to issue a stop work order for.

Um yeah, yeah, yeah.

I would I'm sorry for the echo.

I would definitely have the ward inspect or maybe inspect where they have the dumpster.

There should be probably no in the handicapped spot unless it does unless it gets moved.

Um they should have room to actually get out of their cars and the little room away from the um spot.

Or the dumpster, I mean.

So that's my suggestion.

And maybe we can put it to the ward inspectors to talk to them, or maybe put something on the website when you get a dumpster permit, you have to make sure it's away from the handicap spot.

An ordinance could be worked on that would be uh productive, I think.

So would that require, are you saying it would require us to pass an ordinance, or uh would it simply be because it's already illegal to have a dumpster in a handicapped parking space that you could just issue a directly?

I mean, is this something you could do as a matter of policy, or are you saying we would need to pass a separate ordinance?

I think we can make a problem on the website when they pull apartment, that could be a conditional when they pull the dumpster program.

I don't think it should be a big deal for us.

Oh, that sounds excellent.

I would love that.

That sounds like a great solution and uh it guarantee, Mr.

Chair.

We'll hear more about a stop order than about a ticket.

Yeah, and I mean, you know, I know traffic and parking does require people to move handicaps as as even the as even Ms.

Simeoni said, you know, if it it's not if it's a matter of getting the dumpster closer to the to the construction site for everybody's, you know, for less headaches for everybody in the area, then there can be uh an accommodation made as far as a temporary move of the spot.

But if it's not on the website and then you know, so if it's on the website, then developers see that they know that they have to reach out to traffic and parking to make that step happen.

Uh because if otherwise, you know, as you said, if they if they break the rules, there's gonna be uh a stiff penalty, which would be a stop work order.

So we I don't want to see that.

Yeah, I mean, if you confirm up that language, if you could work with you know city staff or whoever, I think that would be a good step in the right direction.

Thank you for that.

Any last thoughts on the box?

All right, well, thank you.

And um that echoes something else.

Thank you.

Um, all right.

So yeah, so I mean, I appreciate you being here and listening and understanding the issue and working to address it.

That's really what this is all about and designed to do.

So if nobody else has anything, um, item number six, uh, Clerk Potier, we're gonna work complete.

Um, I'm gonna quickly jump ahead um just to do some housekeeping.

So Clerk Potier, items number nine and 10, we're going to keep in committee.

So we will not be discussing those this evening.

Um item number 13.

We're just gonna work complete that.

That's been resolved.

Uh actually DPW was really great in helping they ran a line overhead until national group could fix the issue, but there is power now to that location.

Um right, counselor Hart, you're satisfied with work completing this.

Yeah, they were able to run a run a line, they dropped a line overhead until uh that utility could could deal with it.

So item 13 is work complete.

So then we're gonna bounce, jump back to um actually we're gonna go to item number 11.

Sorry, uh director uh Craig, if uh for your thinking be patients, it's just I want to quickly get through that way that we can have discussion about three one.

Um so that brings us to item number 11.

Uh number 11 is that the administration discussed the process of disposal of city surplus items and whether those items may be offered to employees of uh or the public through the creation of a free cycle style system.

And we have uh a memo from the solicitor's office regarding this item.

Um and I'll just I'll just kind of paraphrase, I'll just read a little bit of it.

Um, I know this came from Council Strezzo.

We all signed on because nobody wants to, you know, we want to be sustainable and nobody wants to see things go to waste if they can be reused.

I can tell you that from my time in state government, there's a whole sort of you know, end of life process for whether it be electronics or many different items.

Uh and the same, you know, the same rules apply in a lot of ways to city government, which is sort of laid out and demonstrated in the memo.

And kind of the gist of it is that um the city is required legally required to follow a step-by-step hierarchy when disposing of surplus property.

Uh, they they just cannot simply give the items away at the outset.

First, an item must be formally declared surplus by the owning department and confirmed as no longer useful.

It must also be valued using reasonable market methods to determine whether it falls under $10,000.

Um, once declared surplus, so under $10,000 and deemed useless to the department head.

Uh the city is required to prioritize internal use first, which was similar to the state.

Like they put out a citywide email.

Hey, who could use uh you know a chair or something?

Um whatever the item may be.

Um so they so they do an internal uh reuse first, offering it to city departments, and then which this step is mandatory by master and a law, and then repeated uh is repeated attempts may be made for some final uh internal takers.

If no department wants the item, the city must then attempt to sell it publicly using commercially reasonable methods.

This includes advertising the item, listing it online or through auction platforms.

This actually speaks to whether it's more than 10,000.

Uh soliciting bids or quotes, giving the public a fair opportunity to purchase it.

The city is also required to choose the best reasonable offer and document the transaction process.

Umly after these required internal and external sale attempts have failed, can the city move to final disposal options?

At that point, if no buyers have found the law allows the item to be disposed of in commercial reasonable manner, which means um which may include disruption, recycling, or potentially donating or free transfer, but only if it can be legally justified and does not violate ethics or anti-aid rules.

So speaking to the specific piece that Council Scheduler put in about uh discharging to like say an employee.

I don't know if she meant through the internal process or if she meant if some if we had computers that were uh you know, we were getting a new contract of computers.

Uh the answer would be no that unless if it was valued at more than 50, we couldn't give it to an employee because that would violate ethics rules.

Um but in short, it's reuse first, sell second, and then only consider disposal or donation with strict documentation and legal oversight every step.

Um uh example I'll give is you know, we did come up with a legal framework and process to donate the the bicycles that the police department had uh collects throughout the year with uh abandoned property, oftentimes left connected to uh you know polls, street polls and stuff.

Um, we were able to figure out a way to donate those to a bike um organization that um repurposes bikes, you know, fixes bikes up and gives them away.

Um so no money is made off of those bikes, but it had to be very strict language with that program.

So as far as just like a general uh reuse type program, or you know, this you know, master in law lays it out and the solicit office memo covers this pretty pretty succinctly.

So I don't have anything else on this.

I don't know if any of my colleagues have any questions for the uh for the liaison or you know that she can bring back or answer now or anything on this issue at all.

No, Mr.

Chair, I just really appreciate this uh memo.

And it's one of those things that I'm gonna bookmark and download so that I can send it to constituents when I get this question from time to time.

So I really appreciate it.

Absolutely.

Okay.

Um, counselor how thank you.

Yes, I I also really appreciate the information in the discussion.

I was curious.

Um, in the city, you know, I read the city's policy.

Um, and I wondered if it would be possible to um, you know, add something that's like you know, below a hundred dollars, you know, uh a less stringent set of rules.

Excuse me, if it's something that's valued at less than a hundred dollars, you know, then there's less uh stringent rules that have to be followed.

Um so just something that I thought that might be useful to I did not see that something like that in the policy.

So yeah, I I'll let the liaison kind of give her two cents on it, but I would say, I mean, my initial thought would just be again, I think the concern is this like from you know, think of it from a watchdog standpoint is well now who's deeming it under that.

And even if they're using the the the proper things, then it's like who's ultimately getting this item?

Like is there, you know, if this is this is a really good item, it's like, you know, did we allow everyone to have access to be able to get this item, you know?

Um, but I hear you.

Uh it does seem like again, this is where bureaucracy just makes everything impossible.

But and I don't know if this would be a she's if redu uh liaison redis would bring us back to solicitor, the way could we augment the language in some way?

Like would it require like a home repetition?

Uh anyway, liaison Radissa.

Thank you, Mr.

Chair.

I'm happy to bring that question back to um PCS and to the law department.

And I can connect with Counselor Hart with the response offline if that's helpful.

Thank you.

Great.

I would like to know the answer as well.

So counselor Hart, you could share that with me once uh Mr.

Chair, I can send it to all the members of the committee if that's helpful.

You really you can do that?

Well, what is it like uh through like email or through email?

All right.

Good question.

Because like I said, it's all it always seems like you know, imagine you just go buy a dumpster and there's like a million calculators that you know we've could have, you know, in it uh in its valued under 50 dollars, but it's like, oops, we couldn't do anything else but throw it into this dumpster because of the law.

You know, I get it.

Um item number 11 is work complete, Clerk Potier.

And then we're gonna go to item number 12.

Um DC, I don't know that I we really discussed this one.

Oh, but I do want to say that I was with the mayor the other day at the rat derratification thing, and I just remember him mentioning something about um they're working on something in terms of addressing this issue kind of holistically, or unless I misheard.

Um, but it speaks to what counselor link, the heart of what you know, what he's getting at here in terms of waste.

Uh and you know, uh so count uh liaison a DC.

Thank you, Mr.

Chair.

Um, yes, I I know there was a certain there was a part of the request was about a dollar figure associated with swag, which is the part that we don't have that ready yet.

And has uh director bean has been working on budget things, obviously, and so hasn't really been able to divert much energy towards the numbers piece of this.

Um, but I'm happy to follow up maybe post budget once he has a little bit more time to dedicate towards that.

Um and yeah, I think generally speaking, there's a um a desire across the administration to make sure that we're not being wasteful when we don't need to be.

Yeah.

So I mean, I don't know if that requires us to like work complete this and and have John Reas submitted to be like uh the feasibility of a year with less swag.

Um or what, because you know, it really just depends on what the counselor's, you know, what his intentions are with this order.

I I think that even, you know, I've talked to when I've talked about this or even thought about it, you know, some of the what steam swag when some of the swag is actually could be important uh information passing items.

Like I remember I was watching that the pit or whatever, they had these, you know, I mean the woman's I mean we you could have like a pen that has like uh um life-saving information inside of it.

Um is that considered swag or is that considered you know, JT, uh counselor Scott, I see you shaking your hand a little bit.

What do you got some thoughts on this?

No, I mean, I just I don't I don't think I'd make anybody resubmit it.

I just think it's an interesting uh conversation and uh one that I've actually heard the mayor discuss as well.

So um uh that said, I think when it comes to the promotional giveaways, just from my years of looking at the budget, the I call it the pencil, uh the colored pencils budget, right?

Every department has a very small amount of office supplies budgets or promotional supplies budgets, and uh on the general scope of uh $350 million city budget, we're talking about very, very small fractions of a percent here.

So uh I I can understand it from a uh from a wastefulness standpoint and all that.

But um, I think man, I think it's an interesting uh thing to consider, but uh I can certainly understand uh the administration might have bigger fish to fry at the moment.

Um might be something that we uh hold in committee and revisit after budget season uh but if the Mr.

Um Council Scott, I was actually thinking the same thing because it is so broad and it's a year without swag, and I don't know, you know, and obviously this year it would be too late for that.

Uh or well, unless we go by fiscal year.

But the point is is that um I think of this as more from a waste standpoint.

And I think there is more discussion to be had on how do we tighten up on um, you know, like we could have a year with more thoughtful swag versus like a year with, you know, like the water.

That's how this came up.

We were talking about that.

I was saying it was false advertisement because the city for the cleanups, they put out this thing and it said something about water bottles, and uh, and I was like, ah, I had no, you know, it was no water bottles.

I was teasing, and then I was like, I'm blaming John.

Um, but and that's when the mayor said something about, you know, they they're obviously this this is a focus of the administration as far as waste goes.

And so um we'll we'll we'll keep this in committee and and we'll revisit it in the fall.

Um so number 12 is keeping committee.

Anything from uh any other members on those?

Okay.

So we have director uh 311 services, Burke Craig.

Steve Craig is here to discuss items seven and eight, both related to 311, uh, which is our constituent service, uh, our amazing constituent service department.

Um one of the I'll read them into the record.

Uh there's two items.

Um we can take them up together.

Uh the first one is item number seven, which is uh from Council Wheeler, that the director of constituent services update this council on the 311 system, recent and upcoming improvements, open roles and the approach being taken to directing the wide variety of resident needs uh to provide answer solutions and follow-through.

That's an interesting um because I think yeah.

You know, I take things quite I read that and I think he quite literally, and I'm like, so I mean, uh, do you think we'll ever get to a point just just from my from me reading that, like me thinking about what that says.

Do you think we'll ever get to a point where 311 is able to like answer things?

I don't mean to jump directly into it.

Let me read the second one first, but but that one really just kind of strikes me.

And then the second one is from uh number eight is from myself and direct and once or Saeed that the director of constituent services appear before the committee on sustainability infrastructure to discuss the process by which 311 tickets are rooted and closed after rerouting.

You know what?

I'm sorry, Ms.

Cook.

Let's just take up item number eight first, uh, since it's pretty it's more specific and we can just discuss that and get it over with, and then we can we can take it number seven up.

So on item number eight, I do see um Liaison Radassi's hand up.

You have something.

Mr.

Chair.

Yeah, I just wanted to say Director Craig also um prepared some remarks that goes through like how 311 works.

So I don't know if that would be helpful to address both items or what, but just wanted to make sure that he got a chance to say those comments.

I did not know he had he became prepared.

I should have known better.

Let's take them up together and turn it over to Director Craig uh to address these two items.

Uh thank you very much to the chair and to the members of the committee.

My name is Steve Craig, um, director of constituent services for the city.

Um as just mentioned, I have a a brief overview of 311.

Um, and then I'm gonna talk a little bit um about how work orders are managed and routed and everything like that.

And then I'm happy to answer any other questions uh after that.

Excuse me.

Um I think everyone knows that 311 is kind of considered uh a front door to to city services.

Um I know for you know some people within the community, maybe one of the only ways that they you know may engage with municipal services.

So that's why it is extremely important for us to ensure that access to programs and services and other supports are as easy as they they you know possibly can be.

And one of the main things that we do to ensure that is we have seven key points of entry or or channels as we refer to them as.

Um, the first channel is voice or or telephone.

That is by far the most popular.

That's the one that's used more than basically all the others combined.

Um are exceptionally hardworking city staff.

Um, they work extended hours.

They do a little over 50 hours a week.

Um as I've talked about in the past, we do have a support service that does nights, weekends, holidays, uh, and overflow.

They cover an additional hundred and ten plus hours every week that allows the call center service to be available 24 hours a day, 365 days a year.

Um, so that is sort of the the main point of entry for us.

Uh, we also have the welcome desk.

Uh anytime you walk into City Hall, uh, you can do a face-to-face interaction.

That is obviously the lowest barrier to entry.

Um, we do utilize uh multilingual supports, whether it's our multilingual staff or our vendor that we use for uh interpretation and translation services.

So uh language, you know, should not be a barrier for those two channels that we engage with folks in.

Um the the next would be email, uh, live chat and social media.

Um obviously those have a technology element to them, um, but they are still very popular.

And then fifth and sixth would be our mobile app and online um portal.

Um, those are fully automated.

You are actually working just directly with our system at that point.

There is no back and forth interaction with a city employee if you're using self-service.

But um, you know, we found particularly some of the younger residents in the city, they want um, they don't want to call into 311 necessarily.

They want to go online, they want to do it through the app.

Um, so it's important to us that we make sure we're utilizing all seven channels um effectively to make sure that we're able to support as many members of the community as we possibly can.

And sort of to that effect, last year alone in 2025, we handled uh about 118,000 unique requests by way of 311.

Um, and just to contextualize that, that's um almost 10,000 requests a month.

That's a little over 2200 requests every week that we're dealing with.

Uh it's about 2260, 2270, somewhere around that number that we're doing on a weekly basis.

And you know, that that happens because we have roughly 300 unique categories in our system uh across two dozen uh different departments and divisions across the city.

Um about half of all those calls are for things tied to the Department of Public Works and the parking office, because we are the dedicated customer service team for those two offices, but there are at least 20 other departments and divisions across the city that we work with.

And in order to be able to effectively do that, you know, we are constantly um doing work to make sure that workflows, uh service levels, other mechanisms to create accountability are in play.

Um it takes a lot of coordination and buy-in from different offices that have different staff, different priorities, uh, different systems.

So there's a lot of coordination, and I'm very grateful to have the opportunity to work with all of these different departments across the city.

So that's sort of at the highest level is how the front end of 311 is configured.

Um on the back end of things, we have this catalog of all the services.

There's at least 200 that we have documented that have standard operating procedures, policies, processes, a lot of detailed information, workflows, process maps, so that we can make sure you know that things are not only being taken in properly, but they're getting routed to the right department, right individual, and finally closed out.

Um I I could spend much more time than anyone wants to be here tonight talking about them in detail.

Uh, but what I would like to do is just kind of break it down into three buckets, and then I'll stop at that point to answer any other questions.

Um in the perfect world, we would resolve every request um, you know, on the phone call.

So when we talk about resolving an issue, what that basically means is 311 handles it with no additional action.

Um, you know, that's what time does City Hall close today?

How do I apply for a parking permit?

Where do I go to get a yardway sticker?

We document the conversation and we immediately close that out in the system.

So that's what uh a resolved issue would would be like be considered.

Uh the second, and I think the one that most people think about is when we report an issue.

So when we report an issue, what that means is a constituent calls into 311, 311 intakes the request, it gets routed to the best person or department on the back end of things.

Um, you know, a pothole that would go to DPW or a permit application issue that goes to the parking office, something like that.

And you know, that takes a considerable amount of work in terms of what information is required, how do we configure that in the system?

As I mentioned earlier, we have process maps, there's scripts that we create for the 311 staff to make sure they're asking the right questions, intaking the right information.

And then also on the back end, we work on canned responses.

Um, because some things are routine, um, you know, like a pothole or something like that, where there isn't a lot of variability in what the comments are.

So we'll put in canned responses to instead of having to type up the response every time, the department that's responsible for completing the request can drop in a comment and close it out because it's much more effective to have the department that's actually responsible for the fulfillment, the back end side of things, to have them close it out, then have them do the work, send us information about what happened, and then have us send it to the person that made the request.

That, you know, especially when we're talking the volume of things that we're doing, we found it to be much more efficient and effective to do things that way.

And and the third bucket would be uh a referral.

Um referrals are really one of two things.

It's either it's either something that cannot be handled by the city, and you know, that can really be anything.

Maybe it's a state issue.

Um, so something from Mastot.

Maybe it's actually on the Medford side of the line.

It's not something the city of Somerville has jurisdiction over.

Um sometimes people call us about an issue with their, you know, something in their neighborhood, and it's actually this is a neighbor on neighbor type issue where we can refer them to Cambridge Somerville Legal Services, or we can refer them to other options, but it's not something that we have ownership of.

So in that case, um, we wouldn't be able to do much about it.

The other, the other time we would refer something is if there isn't what I said before, um, when we report something, if we don't have a process map, if we don't have an agreed policy and process and service levels and all of that, um we we refer it over.

And an example of that would be if somebody calls about a police issue, um, the police, they have the CAD system, they have everything that they work out of.

So if someone says, um, someone took my my mirror off my vehicle, I want to report that.

Um, that would from the way we look at things, that would be considered a referral.

We would tell them how to contact the police, we would transfer the call over, we would still document that interaction, but then it would get closed out of the system because that request won't go any further in our system.

So that's another example of what a referral uh would be.

So uh that's that's a very quick um overview of how we're set up to receive and engage requests, how we manage them on our end, and how we partner with other departments um, you know, across the city to get things done.

So I I can speak to that a little bit further if you'd like, or if you'd like me to answer any questions at this point, I'm happy to pause.

Okay, I'm sure members have questions.

I I am just gonna jump in with the order that I put in.

Um, and the reason I put in is so it asks um discuss the process by which three warrant tickets are rooted and or closed after you're running.

You just did that in a very robust way, except I guess the reason this got brought up to me and also by me is because I was trying to understand, you know, you hear things through the rumor, or like somebody said something online, like that.

Basically, say if you put in something that you put in a 311.

The 311 it requires ISD's attention.

And so they just so that so that so the ISD person or whoever gets the ticket, basically, like they have their own ticket.

So like they have you know, citizen serve or whatever.

So, like it seemed like that tickets 311s were getting closed, and there was nothing in the notes saying, you know, um opened citizen serve ticket and like a ticket number or maybe that's not possible.

I don't know, but it just seems like sometimes tickets get closed, and I'm not saying that that's what has been happening.

Sometimes they may just get closed, and there is legit, like it may not even be about ISD, and there's just no it's just closed, which I'm not saying, you know, whether it's DPW or whatever, um, and I'm not saying that is what's happening.

Seems like sometimes it happens.

Um is there an is there an automated part to it where, like I said, where they they just have a drop down.

And if there is, could we have it so that it autofills with something?

I don't know.

You know, I'm just I just like these phantom closes is really like what you know.

I even talk about the mayor's like, yeah, sometimes it happens to me.

Like there's no, you know, there's nothing in the in the notes.

And I'm just like, is it has it been done?

Can you even just say done?

Just the word done, you know.

Uh so that's kind of what I was getting at with my particular order, and then we can get into um Counselor Wheeler's more broad order.

Well, thank you for the opportunity of addressing your concern.

I think the the thing that you initially brought up that that sort of sent me looking into this is a very nuanced and unique situation.

Um because ISD works out of Citizen Serve, um, what happens is we built a bridge in integration where 311 works out of our system, ISD works out of their system.

So we submit something through the 311 system, it goes over to Citizen Serve, ISD goes out, they inspect, they issue uh a ticket, and then what they will do is insert comments and close it back.

And what we found was happening is sometimes the comments were coming back, sometimes they were not.

And we tried to replicate it internally, we couldn't.

We reached out to our vendor asking them to try to replicate it.

They couldn't initially, and it wasn't until we got our vendor and citizen serve together.

What we found out was there's a character limit in citizen serve to how many characters can actually go in to comment.

So if an inspector just dropped in the canned comments, it was fine.

But if the inspector was adding additional notes, it was exceeding the character limit, and that was causing uh a break so that the data was not coming back.

Um as not exciting as as that sounds, that was the problem.

And so what we did is we reviewed and edited down the canned responses.

So they were only a couple hundred characters, so that if ISD is adding more notes or additional information, it is not eclipsing that 500 character limit.

So as of now, we have not seen that problem.

I'm not saying that solves everything, but the initial concern that was raised to us that sent us looking into this, it that's what it was.

It was a character limit with citizen serve, and when that character limit was exceeded, it was causing the information to not push back to our system, which then caused it to get closed out without including those notes, which was causing the constituent frustration.

So if you hadn't brought it up, we wouldn't have found out about it and we wouldn't have fixed it.

Yeah, and like you said, that's definitely the the bridge, the broken bridge to ISD.

I guess, and this is more probably of a of a of a um, I don't say discipline, but like more of a training issue um as far as other departments, if they just close um they have the option of a canned response, even for something as simple as you know, down tree limb, like instead of just having nothing.

They there's is there a canned response that just says tree limb picked up or something like that.

Like how hard is it to just put something in there?

Um and again, I'm not looking to I'm not looking to bust anybody.

I'm just trying to understand the different scenarios that arise and why somebody because I always thought it might be a good they may not be putting something in there be for some reason that I don't understand that I don't know.

Outside of the case of the ISD thing, I'm saying.

Certainly.

I I would say I think part, well, this there's probably a couple answers to this.

One of it is a training element.

Yes, I I absolutely think that's something that we can always be working on, and training needs to happen with every department that interacts into the system.

But another thing is that catalog, that portfolio of services I mentioned.

We've only been working on that for uh a couple years, and I know that's a long time, but there's um about a hundred and seventy or so services in that system, and we do not have a complete list of canned responses.

Um we did have a vacancy in the office the in constituent services for the last several months.

Um that has been filled, and I'm only mentioning that because the person in that role is the primary point of contact um with all of the back end departments, and one of the things they're gonna be doing throughout this year is meeting with every department, starting with the the big ones, public works and parking, and going through every request type that comes in, every service, whether it's a tree limb, a pothole, a sidewalk repair, and making sure that the list is accurate, it's up to date, and that it's something that's functional for the department.

So that is something I'm happy to follow up on at a later time and report back.

But I can tell you we are going to systematically be going through the entire list to make sure that the right canned responses are in there, even if it's short, because I agree, even saying done is better than just closed with no comments.

Um and you know, I understand some departments if the right comments aren't in there, maybe it's just easier to just close it out.

And that's something that I'm happy to work on to make sure that the because I mean I'm a customer myself, I buy stuff.

If I submit a request for something and I just get it closed out with no information, that's frustrating.

And so I just want you to I want everyone on the committee to understand that I take it seriously, and it is something that we're working to improve.

Um, and again, I'm happy to follow up on that later.

Yeah, because I picked down tree limb sort of from memory, and I and I just went to my 311 app and it was it was back in July 7th last year.

It was there was like really heavy winds that day.

A tree limb came down, and that was like leaning on anyway.

The point is is it got picked up, and you know, I happen to live nearby, so I saw it, but I wouldn't have known if I if I didn't go out and look like it just the ticket just got closed, you know.

So instead of just saying branch picked up or all even all set, even all set, just an acknowledgement that's that an action was taken.

And um, and again, that's more of a training thing.

I just wanted to make sure that we weren't missing something.

Uh like there was some breakdown.

Well, that's what got me thinking about the whole other the other thing.

Anyway, all right.

Um, any questions on this particular item item number eight in terms of um the comments and and so on?

I wonder if just that for certain requests, um, for certain staff that are using iPads, we are also working to include photographs that show what was fixed to what was all, but that does require staff in the field with iPads, and those aren't available for all staff, and that's not practical in every case.

But I in addition to comments, we're also working on photographs as well.

Nice.

Counselor Scott.

Thank you, Ms.

Chair.

I just wanted to follow up on the um what you said, Director Craig, about a vacancy.

I know at the start of the fiscal year, uh, service operations manager and quality manager were vacant.

Uh did those two positions get filled during the year?

Uh that the service operations manager is the position um that that I've been speaking about and that has been filled.

Uh it's been filled for about a month.

Uh the requisition for the quality manager has uh gone in, it's um under review.

I it may be have posted this week.

I am not certain, but we are anxious to uh get going.

That was held um till January.

Um for budget reasons that that position we were not able to move forward till January, but we are actively um moving on that now.

Uh I'm sorry, uh for budget reasons.

You had a you had an appropriated position in the city's budget.

Who would have told you that there wasn't budget for that?

Um we we cut six months of the salary out of last year's budget, so we weren't oh, all right, the quality manager from moving on that for six months.

All right.

So the quality manager was was was only uh right.

I'm looking at the budget book now, and I see that it was only appropriated for six months.

But you know, January one, uh that's a long time ago.

Uh all right.

So that so the service operations manager was uh vacant through the year.

Uh it was authorized to start 10-1, but uh it only got filled a month ago.

That's correct.

It was filled in March.

Yeah, okay.

All right.

Yeah, I mean, that's uh I think that speaks to our long uh lag time in hiring.

Uh you don't you don't have any um other vacancies in the department right now, do you?

Uh we have one customer service rep at 311 uh vacancy.

They just um we had someone leave us very recently.

Um but that that's the only other vacancy.

Yeah, and that that kind of turnover does happen.

Uh all right, then I guess my only other question, you know what?

I can save that one for budget.

Uh yeah, no, I I appreciate it.

Um I really appreciate you getting to come in.

Uh, you know, we do have a lot of new counselors on the committee.

So having a rundown of uh how 311 works is uh I think could be really helpful.

Uh so I I appreciate this.

Um I I do know that uh it is kind of a kind of a running joke about having tickets closed out without knowing what happened to them, but uh I'm glad it's something that uh you recognizing and working on improving the systems there.

So and I will say last time I reported a pothole, I did uh to counselor Klingon's point, I did get a one-word response saying filled.

So that was that was just fine by me.

Uh thank you so much.

So I'm all set, Mr.

Chair.

Thank you.

Yeah, I was looking back through, I see one from 2024 that says service request rerouted to mobility.

That's great.

That's you.

So like, you know, it's good.

I mean, even to identify yourself.

Listen, I said before I used to work at a limousine company with a tyrant of a boss that like you better have every T cross and I dotted.

So for me, you know, it's like it's all about you know chain of command, whatever, accountability.

Um really just to cover yourself, you know.

Imagine if one of these things blows up and it's like, what who who closed it?

Anyway, counselor.

Thank you, Chair.

Uh just uh piggyback on what counselor Scott said.

I this has been very informative.

I really appreciate your presentation.

Um, Director Craig.

And um I I have always been a big fan of 311 and have used it for many, many years.

Um, but now being a counselor and having the app and submitting things all the time, it's it's remarkable and hearing about the volume that you're dealing with.

It's really amazing that and I I appreciate um that our city has this.

Um so thank and thank you for being here tonight.

Yeah.

You know, it's fine.

That's one of the downsides of the budget season.

We used to be able to ask general questions, and then when we streamline the whole budget process, uh we don't get to see, you know, if you don't have finance, you don't really get to see department heads or anything like that.

So uh I don't know, maybe we'll start a practice of you know having a just even a brief presentation or something from different you know throughout the year for different department heads as they pertain to the to the all right now.

I'm gonna get to the um item number seven, and I'm gonna be pretty um straightforward here that I do have some questions from Counselor Wheelan that I'm gonna relay um because it was his order and he's on this committee and you know I'm happy to accommodate.

He says the 200 or so documents that the 311 has developed with various departments that guides that guide staff and uh navigating various questions, he's an awesome yes with an explanation point.

What I wonder is how do they know when they need a new one or some other new resource like this uh for caller answers to refer to.

So how do the call takers know if they if they need an updated version of something or um uh yeah, how do they know when they need a new one or some other new resource like this?

I.e.

for call answers to refer to.

Um the thank you for the question.

The best answer I can can give you to with without taking up too much time, um, but I'm happy to elaborate if if you'd like, is when we are designing support for a service, we look at the entire lifecycle.

So the the for us the beginning is the end.

Um and what I mean by that is once we figure out what is this service that the city provides, what is the information that 311 needs to be asking or relaying to a constituent is is like the first part of that.

So first, uh you know, I'll take DPW.

If we meet with DPW about a particular service, we find out what is the service, how does it work, who would it route to?

Um, how do we technically set all that up in the system?

Uh, what is the process map look like so that we understand if something gets lost in the shuffle?

And then before we sign off and activate it in the system, we we meet with public works or whoever their office would be and say, what does 311 staff need to be asking?

What are the questions?

You know, how big is the pothole?

Have any injuries been reported?

Um, you know, what the I I'm happy to provide more detailed examples, but that that's the idea.

And we are constantly, constantly training 311 staff.

Um, we are we are reviewing calls with them, we are sending them updates um near daily, if not a couple times a week, um, of hey, the regulations change for mattress disposals before it was just scheduled, now you have to buy a sticker in advance.

So that's something that staff need to know, and we will send out staff memos that go through what those changes are and give them the opportunity to ask questions before we make it live in the system.

Because if they're not asking the right questions, if they're scheduling mattresses for pickup that haven't been paid for, then they're not getting picked up, then the constituents getting angry, the possibly getting a ticket from you know, ISD because the mattress is sitting out in the sidewalk.

So things can very much break down if we don't look at it holistically.

But the answer is the service operations manager, part of their job is the main part of the job is to work with the departments to make sure that we're doing everything.

But the other very important part of that is making sure that 311 is asking the right questions so that when we're in taking a request, it doesn't break down or it doesn't go to the wrong place, or it doesn't go in as an invalid request.

So every time we meet with a department, we just met with the parking staff and uh folks from DPW just in the last you know week and a half, two weeks, and we're starting those conversations again.

Um, Commissioner Wiseman mentioned earlier, um we're gonna be adding some new snow related requests.

So, you know, we're gonna be making sure that 311 is asking, is it on the street or is it you know in a lot?

Um all the questions that we need to be asking to make sure that what gets to them, they can actually act on that request, and it's not just causing a bottleneck in the system.

Is that like um is that like a dropdown?

Like when you're saying are they asking those questions?

Is it like a drop-down system where they they ask the first question sparks the next question, or are you saying just from like a uh field guide, like like a guide that they use?

Uh it's very close, but just so the drop-down menu is more of pothole, tree trim, sidewalk repair, and then when you select the issue type, the request type, then the page populates what are the questions that have been determined need to be asked related to that request.

Okay.

So if you change the request type, then the the questions will repopulate.

And I guess sorry.

No, no, that was all.

Yeah, and then um, like so I was wondering, I mean, that makes sense too, because I was also I was wondering if you have like an internal, almost like an intranet, like internal like search system where you know, like when you like you guys have like a database where when these memos, as you said, memos come out, you know, some of the workers might see their email, some of them might be busy doing the work, you know, and they don't see the email.

Um I didn't know if there was like an internal uh data center or something.

Um and I guess so wheeler gives an example, and I think what he means, so in other words, like maybe not like hot button issues, but like as issues arise, or he said he called in one time about an unhoused person looking for shelter and the 311 call worker didn't have many phone numbers orgs to suggest that I call.

So I guess that would speak to like you know, resource guides.

Um I mean, I know that they're not necessarily there to give an extended list, you know, because I don't know, maybe that, you know, if there's an approved resource list, I I would imagine, right?

Because you gotta be careful with that type of thing, right?

It's like next thing I guess someone's asked for drug treatment, and you don't want to be referring them to somebody, turns out your cousin works.

Yeah, I don't know.

You know what I mean?

Like we gotta be real, but but like, but if if the NHL situation or people are concerned about that and they're calling in, what is the protocol?

And sort of like how how do like what how do you make information available to the call takers as far as what resources they should be, how they should be handling that type of call?

Uh the the thing that we're facing now is that there is too much information in too many different places.

And what we're trying to find right now is a tool that allows us to consolidate.

Um where you know there's the parking website, the city website, phone number lists, and you know, so there are there are tools out there that exist where we can dump for lack of a better word, all of the approved knowledge and information into one source and where staff can then ask the question.

You know, you mentioned supports.

Obviously, the Summer Homeless Coalition is a great resource.

But if someone's looking for uh a bed tonight and they can't reach someone, you know, if we had a an approved list of all of the and this is just one example.

Um we could put all of the resources related to this topic into this tool, and staff can ask the question and sort of native speak, like please find a list.

And that's something that we're working on because staff do a darn good job, don't get me wrong.

But the more departments we support, the more services that are available, the more people need it, just it there's a ripple effect to it, and it's getting very big and it's getting hard to manage.

And you're right.

There's only so many emails they can look at.

There's only so many memos we can hand out where things don't get lost in the shuffle.

So we are trying to find some new tools that are not that expensive that allow us to continually add new and updated information that we can have ownership of and modify as necessary without having to inundate staff with here's another heads up, here's another change, here's another change.

They just know search this tool, the right information will be there.

So that's something we're actively working on right now.

Yeah, because I mean in my mind, the protocol would really just be not to insert themselves and just to refer to the proper department or whatever, and then let that department tell them.

But at the same time, like I think what Counselor Wheeler is getting at, and I and I also want to there is, you know, like you said, instead of inundating those departments, there's certain things they could handle on their own.

Um but it's a fine line, you know, because it is a fine line and it varies.

Because you know, the more people will, you know, it'll get overwhelming, I I think, um to some degree, but I think there's a happy medium.

I agree.

You know, we don't want three-on-one staff telling people how to do electrical work.

You know, if someone says, uh, I'm you know, I'm putting uh a new bathroom in my house, they shouldn't be giving advice on that.

You know, we refer that to the subject matter experts, but there's a lot of general knowledge and general information that if we can take that lower hanging fruit off the table, that frees up staff time across the city to focus on more complex tasks.

So that is that's part of the work that we're doing is finding where those lines need to be for each department and service.

Yeah.

All right, I'm gonna try to motor through these last couple.

Um colleagues, oh, counselor has a question.

Colleagues, uh, you know, I know that w with with the less, you know, since we did combine you know, open space environment energy, uh these meetings are gonna probably always go like two hours if they're gonna be once a month.

Otherwise, again and I can only get one in once month, so otherwise it's gonna be bi weekly.

So anyway, you know, um try to keep it as close to two as we can.

We're we're at the two hour mark now.

Um counselor Hart, go right ahead.

You have the floor.

No, uh please.

I uh I have a question, but I didn't realize you had more questions.

Uh please continue.

I'll say No, if it's if it's on no no, go right ahead.

You're on the committee.

I'm doing a courtesy.

It's actually to a prior question anyway.

So I think it go ahead.

Okay.

All right.

So well, because I don't want to get too deep in it, like I some of these questions where they're going in like so there's only a couple, but the other one is when it's after hours, who are the people to picking up the phone, still always summarable staff or some call center somewhere.

What are they able to help with and what are they not able to help with?

Um I'm interested in the answer, but I do think I do I do believe that we do use a call service after certain hours.

Um but anyway, I'll let you answer the question.

Uh yes, counselor Scott is particularly familiar with this.

We've talked about this uh uh multiple times.

Um 311 staff were are working a little over 50 hours a week.

Um there are 168 hours in the week.

That means our answering service is working uh about a hundred and eighteen hours a week.

Uh we have done the numbers on what it would cost to staff 24 hours a day, 365 days a year.

Um that that is information I don't have readily available, but I'm happy to um give you those estimates.

Um I can give you as early as tomorrow.

Um, so you can see what that looks like.

But as of now, we do use a vendor, they are trained in our system.

Um we do trainings with them usually quarterly um to make sure that they understand how requests work.

Um they uh look, I I cannot say they are as good as the staff within the city because they are made.

City staff are amazing.

No one is as good as they are.

Um, I think they do an adequate job.

I think they can do better.

That's why we're always working with them.

You I would be happy to show you the near daily emails that we send them, uh, reminders of how process work, of errors that we find so they can speak with staff.

We are reviewing things that happen the night before so that we can try to get ahead of anything that's incorrect being submitted.

Um it is definitely not an ideal solution, but I will say that um, you know, larger cities bigger than then some rules, such as like Philly, for example, um, they don't even make the attempt.

They just close at seven o'clock every night and say, too bad till tomorrow morning.

So um, you know, I would like uh us to continue to stay 24 hours a day um as long as possible.

But I do think the answering service is something that needs constant uh effort, and that's actually uh I didn't mention this earlier, but that is another part of the quality manager's role is to do more dedicated regular trainings, not just with the in-house staff, but with our vendor support team to make sure that they are having the right information and answering questions to the best of their abilities um when you know whenever we're not available.

Because the other thing they do is if we have um extended wait times during business hours, they can function as a backup support.

So we want them to be ready to take calls at any at any point in time.

And I I know you said they're not as good, but you know, you do go over a lot of stuff because the second part of his question, like what the what is it what are they able to help with, what are they not able to help with?

Sounds like I mean, they basically can take ticket information.

I mean, I don't know how deep they can.

I'm sure any semi-value 311 operator is gonna be able to handle a lot more than some contractor somewhere, but but they're they're sufficient for like you say, for the overnight for people who aren't technology savvy, like you know, our agent population are able to pick up the phone and and get in a 311 uh where they can't email.

So I I do see the value in that as much as I would like to see FTEs uh uh covering these.

Um if you're saying they run the numbers, because you know, might be a juicy contract.

I mean, like I gotta, it's probably only a couple calls that come in overnight.

I mean, uh, you know, I don't know.

I mean, you could probably do one, like a uh someone you know, with a laptop at home doing like um you know coverage, you know, once a week uh uh yeah, again, I don't know what the contract costs.

I'll let you you figure that out.

But uh somebody could be home with a laptop.

Um, each person rotates through through coverage uh you know in in the albums.

Anyway, um and then this one you kind of already touched upon says how is follow-up handled when is the ticket worked on and when work is done for now, but the problem might not be resolved.

Um I guess what I would add to that is to say that you can always put it in a 311, but um because like is there a customer reopen feature?

I forget.

Um generally they they don't reopen it, they would just reach out to us and then we would investigate and reopen it.

Um there's other functionality that I didn't speak to.

Um there are things that get put on hold.

Um if someone calls in, you know, a sidewalk repair in December, that's not the right season.

Um they're not doing those for several months.

So something like that would actually get put on hold um and would sit for for several months before it actually would get acted upon.

Um so I think that gets to be in, and I just pulled that example, you know, out of the air.

There's not necessarily an issue with sidewalk repairs.

I just know that that's a seasonal uh type of work that can't happen year round.

So there are there are situations where things don't get acted upon um maybe in the timeline that a constituent may want it to be done.

Um but there's usually a good reason.

Um, you know, sometimes tree trims, um, obviously we didn't have a tree crew for an extended period of time.

Things were going to contractors, so only the most urgent things were getting done.

Um, and some of the more uh you know non-urgent uh trimming requests were sitting for an extended period of time.

So I do think that's something um but but again, doesn't the specifics of his question more speak to the department for which how they handle tickets, like in terms of revisiting?

Because he says uh the question is when a ticket is worked on and the work is done for now, but the problem might not be solved.

So in other words, you know, um, maybe there's a quick fix, but it's not fully solved.

I mean, would that would probably fall back to say this?

Let's use DBW for an example.

They have a ticket related to something.

Um, and you know, they they do a quick fix, but it's not fully resolved.

I mean, in terms of prioritizing or uh curating their tickets, that would be on the department, or do you guys kind of do cleanup, like follow up at some point and go like once the tickets with somebody, does it sit with them, or do you guys kind of clean up old open tickets or like follow up with somebody or something?

It largely sits with the department that has ownership of the issue.

Um, maybe not all the time.

There are cases where um a couple times a year, we will go through and look at and we do this called an aging report.

We'll look at things that have been open for a certain length of time and see is there any additional information that 311 should be including?

Is there any information that we can relay to the constituent?

Um so it fortunately it's it's rare that it happens.

Um it doesn't mean that it doesn't need to be addressed, but this is not the norm.

So we generally look at that more of a case by case situation when things like that are happening.

Um so I'm happy to talk about specific examples um of things, but it's not something we have a general uh resolve for.

Yeah.

I think the counselor's listening if he wants to dig in a little more.

Um the the last question, I'll let you answer, but it actually, since he is the chair of finance, this is definitely a finance uh appropriate question for you know when you come before finance or um what are the staffing needs for 311 to operate most effectively?

So I guess I would add commentary on that to say like you said people they work 50 hours.

Um so I guess we could ask what's the baseline.

Well, you know, I'll just let you answer the general term.

What are what are the staffing needs for 311 to operate most effectively?

I I will say, thanks to the support of the council, at this point in time, we are we are in the the spot of where we need to be.

We are not overstaffed, uh, we are not understaffed.

We we measure our service levels, and we have been consistently in the green zone of where we want them to be.

There are, you know, when we have the the snowstorms from a couple months ago, wait times went up, service levels dipped.

Um, if we have, you know, if a flu tears through the office type of a thing, we may not be at the service levels we want, but we're also not um you know, sitting around twiddling our thumbs.

We are we are where we need to be in terms of of services.

We don't have you know fat fat to trim, but we're not going hungry either.

So I I think right now we are in a very good place where we're busy.

Um we are consistently busy, and the growth that we've experienced over the last few years has been in line with the staffing additions that we've made, so that we are able to do more work but maintain a similar level of of support and and um adherence to our goals, basically.

Okay, that's all I have.

Counselor Hart, you have that question, lingering question, go right ahead.

Floor is yours.

Thank you.

Um it did get addressed somewhat through the discussion.

I was gonna ask about um open open tickets.

Um just this is something that I've experienced having having a ticket be open for many months and just kind of wondering um you know what the process is to make sure that those tickets aren't sitting out there or yeah.

What I'm not sure if it's with 311 or with the department, but how is there what's the process of reviewing to make sure that that things get get closed or that things didn't get missed?

Uh the pro thank you for the question.

The process does vary by service.

Um example of that is snow removal requests.

Um if a snow removal request is open at this point, there's not it, and I don't mean to be funny, there's nothing to review.

The snow has melted, so those will get batch closed out after a certain period of time.

But if it's something where there's a clear chance that something was missed, something fell through the cracks, um, depending on what department it is, um, you know, we meet either a couple times a month, monthly, quarterly, or or at least biannually.

And so depending um on what department it is and what type of service it is, we will do, as I mentioned before, the aging reports to see how many are open, um, what the cause is, and really it is is it is it a situation where there's a large number of a certain issue that are open?

Um maybe it's due to staffing, maybe it's due to equipment, or maybe it's just a one-off.

And if it's the one-off, you know, address it with staff and you know, hopefully it's not happening again.

If it's happening at a larger scale, then we actually look at maybe changing the scripting of what's being asked by 311, what the closeout process looks like.

We'll review the entire workflow, the maps that we do in Visio, and find out is there a point somewhere from beginning to end where things are falling through the cracks, and we'll try to address it more you know, I don't know, holistically is the right word, but in a more complete manner than just that one time something would happen.

Thank you.

That's helpful.

Sorry.

Can I ask you one last question, Director Craig?

Um on the app, right?

So, like, say that one that you that I said that it said you um rerouted.

So if I then can I in the app, you have the you know, it says comment, right?

So submit comment.

So if I say thank you, right in there, like after a ticket's already closed.

Does anybody see that?

I'm just curious.

Like, does it anybody get a notification when somebody or if or say like an open ticket, right?

I have this one about traffic calming to um and they routed it to to Kate White.

Um, and I just caught I just added a comment because from a year ago, I had a comment bump.

Like I'm trying to like bump it up.

Like, did they will they get a notification activity on the ticket?

All right.

So whoever that issue or that request has been assigned to, they will get those comments 100%.

Bump.

I just I said bump, you know.

I'm cool.

All right, anything else from anybody?

Liaison Rodasi, you got anything?

Ready?

You ready to ready for dinner?

I am go for it.

Uh, through the chair, I just wanted to um something that you said earlier about um making sure that departments are coming and presenting this information more frequently.

If there's any areas that the council feels that would be beneficial, especially with our new counselors, I would just recommend that you reach out to IGA and we can coordinate with the department to see if we can submit an officer's communication where the department can kind of highlight some of the initiatives that they're working on and all that.

So um just wanted to put that out there.

Yeah, I guess I was more speaking to I'm not gonna say making sure that they do.

I'm saying if there's a desire by counselors, like in lieu of what we used to have was like a robust sort of discussion almost, you know, uh um uh when the budget would happen, they would come and present, they do a presentation, and then we would ask questions.

We didn't re subsequently we're told that those questions may not be finance related.

Um and so it's not germane.

So I think this could another alternative could be a little FaceTime where it's more just like the person, department head or what have you wants to come and say, you know, what they've been up to or something.

I don't know.

Just just you know, it's just nice.

It's nice to have a little FaceTime.

I you know, JT, you know what I'm talking about.

You must those old days that we used to just they we were told by the veteran counselors, now's your time, you know.

Now you you know, talk to the test your questions, and then subsequently we were like, well, maybe that's not quite uh it's not germane to the actual item, therefore, probably not appropriate uh for the finance.

At least that's the way it was to me.

Okay.

That's probably why budget season used to take about 150 hours.

Um, yeah.

Yeah.

I love your idea though, about having having time for counselors.

I mean, I know the tendency lately has been to avoid uh meetings the whole, uh, but it might be a really useful uh opportunity to offer to counselors um to to offer committee the whole meetings where there's uh a broad discussion intended about um the operations in a given department.

I think that's a really interesting conversation.

That said, uh it's also one of those things where you know sometimes you're bringing up an item so that it can be discussed and the members of the public can see it.

And sometimes it's just about trying to get your head around how a department does things.

Um, and I will give IGA all the credit in the world, they are wonderful about setting up meetings with department heads to uh to go deep on these issues if folks just want to know more.

Absolutely.

If you're a new counselor and you're trying to wrap your head around it, you know, go visit the you know, go to the you know, visit them, visit the building or set up a meeting.

Um, I just met for the benefit of the public.

Like I think having Steve here talking about 311 is beneficial to anybody who's watching, and and that's kind of more or less what I mean.

Uh we don't get that as much.

Anyways, all right.

Uh those two items will be work complete.

Um, Clark Potier.

And so I just have any questions on any dispositions of any items.

All right uh those two items will be work complete um clerk potier and so I just do you have any questions on any dispositions of any items I do know that we have to roll call for adjournment as well as um that discussion item but are you clear on every other are you clear on every other uh Mr.

Chair no questions okay you're clear on every item okay great yes all right so uh counselor scott moves to adjourn and roll call on that resolution uh that discussion item and um can you call a roll on that discussion item and adjournment please absolutely on item five and on adjournment counselor scott yes please counselor Hart yes Chair Clingon yes this committee is adjourned all right thank you everybody see you next month