City of McAllen News

City of McAllen Launches Enhanced Customer Service Tool Easier than ever to reach McAllen 3-1-1

by Office of Communications | Oct 08, 2019

Earlier today, the City of McAllen announced that it is now easier than ever for McAllen residents and visitors to contact its 3-1-1 Customer Service Call Center:  just dial 3-1-1!


“It’s now as easy as 3-1-1,” said McAllen City Manager Roel “Roy” Rodriguez, P.E. “Just dial 3-1-1 from any phone for your City of McAllen needs.”


The City of McAllen 3-1-1 Customer Service Call Center was established in December 2012, but customers would previously have to dial the entire seven-digit number of 681-3111, from either a mobile or landline, to reach a customer service representative. Now, anyone in the McAllen area can simply call 3-1-1 to report a pothole or other concerns, request information on various city services, get park rental prices, find out where to get a passport, and so much more.


“You’ve got city questions, we’ve got answers,” said Marco Tovias, McAllen 3-1-1 Customer Service Coordinator. “You'll speak to a customer-service friendly live agent who can help you answer all kinds of City of McAllen questions, in either English or Spanish.  3-1-1 is making life easier for all McAllen residents and visitors.”


The McAllen 3-1-1 customer service number is the only true 3-1-1 number in the entire Rio Grande Valley.


In order to help residents remember the McAllen 3-1-1 Customer Service Call Center, a social media campaign launched today with announcements and ads that will be posted in the coming weeks, reminding residents in the area where to call for information or to report non-emergency problems.  McAllen’s 3-1-1 call center received 120,578 calls in the last fiscal year; City of McAllen administration expects this number to increase by 50% in the next time frame, now that it is easier than ever to reach the customer service number.


The ad campaign was created by ImageHouse Media and is designed to help residents remember that their favorite customer service tool.


The 3-1-1 number is only functional inside of McAllen city limits and the 3-1-1- McAllen Customer Service Call Center is staffed Monday – Friday, from 8:00 a.m. to 5:00 p.m. only.  For after hours inquiries, please call 681-3111 and leave a message.  Other after-hour numbers will still be operational, including:  681-2000, non-emergency police number;



City of McAllen Launches 3-1-1 / page 2 of 2



681-1717, water line breaks; 648-4010, sewer back-ups; or 681-1900 for code enforcement. Or simply download the McAllen 3-1-1 app, available for Apple or Android phones, and submit concerns there.  As always, for emergencies, please call 9-1-1.


The new easier number was another way for the City of McAllen to be able to provide the very best customer service to those who live, work and play in McAllen.  The enhanced service is designed to help all residents who utilize the various customer service tools and resources to communicate. 



@cityofmcallen                                                                               McAllen TX

© City of McAllen. All rights reserved.