NEW YORK – Users and employees of the Big Apple subway will now be able to use New York City’s 3-1-1 system to report anyone at a station who might need help, the Authority announced Metropolitan Transportation Department (MTA).
This is because the New York City City Council expanded 3-1-1 service to the subway system, with an update, in order to help those who are homeless or experiencing a mental health crisis. Subway riders can use the NYC311 app, web portal, call or text to request such assistance.
Before the update, the 3-1-1 system did not recognize subway stations as part of the city’s geography. Anyone calling 3-1-1 about a person on the subway system was transferred to 9-1-1 to report the event, including non-emergency situations, for Police response.
The MTA has long recognized the importance of providing customers and employees with the ability to request assistance or services outside of law enforcement for those in the subway system in need.
“I want to extend my thanks and appreciation to the NYC DoITT team for all the hard work that went into this vital update to 311,” said Sarah Feinberg, Acting President of New York City Transit. “Transit has been requesting this update for years, and we are grateful to the city for providing our passengers and employees with the ability to request critical city services and assistance on behalf of those who are on the metro system and need it.”
“This upgrade to the 3-1-1 system will help provide assistance to those in need and make the subway system safer for everyone, which is always our top priority,” said Patrick Warren, MTA’s director of safety. “Not all incidents require a police response. We can now more easily connect vulnerable New Yorkers experiencing homeless or mental health crises with the supports and services they need. “
To submit an application with the NYC311 application, users must open the application, tap “Apply” and scroll down to select Homeless Assistance or Homeless Encampment. Then select the metro station, the line and the station. Individuals must also provide details about the location within the station, including the specific platform or entrance where applicable. Before submitting a report, enter additional details that can help outreach teams locate, identify, and assist the person.
Passengers can also submit requests by visiting https://portal.311.nyc.gov/, or by calling 311 or texting 311-NYC (692).
NYC311 is available 24 hours a day, 7 days a week and in nearly 180 languages.
The MTA recalls that New Yorkers should continue to dial 9-1-1 if they see dangerous or illegal activity, or people at risk of harming themselves or others, on the subway system.
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