Busy ‘Know It All’ Citizen Center Answers Over 38,000 Calls in First 7 Months of the Year

Who can clean up graffiti on your curb? Is trash collection happening on the next holiday? Your power just went out, what’s happening?

Open to receiving calls Monday through Friday, the Pasadena Citizen Service Center steps up to be a kind of telephonic gateway to city services by answering thousands of calls from needy residents with questions like those every month.

On Monday the City Council’s Municipal Services Committee will receive an update Tuesday about the operations of the Pasadena Citizen Service Center, which includes statistics on the number of calls handled on behalf of all City Departments. 

As a centralized service designed to help Pasadena residents connect with their City, the Citizen Service Center (CSC) is the primary point of contact for callers seeking information, services and support from the City. The CSC has staff who are trained to handle a variety of calls for all City agencies and manages requests via phone, mobile apps, LiveChat and email. 

The Center’s web and mobile apps also offer callers a variety of self-service capabilities including initiating and tracking a service request. 

The CSC is able to respond to a variety of requests and reports including abandoned trash, code enforcement issues for both public and private property, graffiti, parking issues, power and water outages, scheduling for COVID-19 vaccinations and water waste complaints, among others. 

Between January and July this year, the CSC answered a total of 38,882 calls, with 19,702 of them service requests. 

The CSC was identified as a single point of contact for all COVID-19 inquiries, assisting in vaccine registration for all residents six months and older. It also took in COVID-19 business and construction complaints for the Department of Public Health and the Planning and Community Development Department, and handled incoming calls for the Pasadena Public Health Department’s call center. 

For mobile phone users, the CSC mobile app can be downloaded for free for both iPhone and Android platforms, by searching for “PasadenaCS.” Otherwise, people can simply call (626)744-7311 or email csc@cityofpasadena.net.

For more information about the CSC, visit www.cityofpasadena.net/CSC.