Primary Department: Universal Services
Primary Department Head/Elected Official: Sindhu Menon
Secondary Department: N/A
Secondary Department Head/Elected Official:
Regular or Supplemental RCA: Supplemental RCA
Type of Request: Transmittal
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Request Summary (Agenda Caption):
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Transmittal by Universal Services of an update regarding the completion and delivery Phase II - 311 Homeless Encampment and Complaint Tracking Directive by Harris County Universal Services.
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Background and Discussion:
On May 8, 2025, the Harris County Commissioners approved a motion to direct Universal Services to update the 311 System to align with the Flood Control policy for tracking homeless encampments and complaints.
Since the January 2026 update, Harris County Universal Services (HCUS) has continued advancing this initiative in close collaboration with all four Commissioner Precincts, the Sheriff’s Office, Constable Offices, Public Health, Housing and Community Development (HCD), City Of Houston, the Coalition for the Homeless, and other partner agencies.
Following Phase I go-live, HCUS initiated Phase II, expanding coordination and requirements gathering with all precincts and stakeholder departments to document their workflows, routing preferences, data needs, and operational constraints. Multiple discovery meetings were held with stakeholders, resulting in detailed process mapping for triage, law-enforcement engagement, public-health response, and cross-agency data sharing. This work has laid the foundation for the upcoming Business Requirements Document (BRD) and future development of Phase II and the reporting/dashboard components planned for Phase III.
Expected Impact:
Phase II is expected to improve routing accuracy, standardize workflows across precincts and partner agencies, and strengthen collaboration by documenting processes and data needs for all stakeholders. Phase III will build on this foundation by delivering unified dashboards, KPIs, and consolidated data to give the County clearer visibility into encampment trends, enabling better planning, reporting, and decision-making.
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Additional notes related to the Strategic Plan:
Prior Court Action (if any):
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Agenda Item # |
Action Taken |
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2/3/2026 |
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Second Transmittal by Universal Services of an update regarding 311 Homeless Encampment and Complaint Tracking Directive. |
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9/18/25 |
382 |
Transmittal by Universal Services of an update regarding 311 Homeless Encampment and Complaint Tracking Directive. |
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5/8/25 |
182 |
System Update for Homeless and Complaint Tracking |
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Anticipated Court Date: 6/11/2026
Anticipated Implementation Date (if different from Court date): Click or tap to enter a date.
Emergency/Disaster Recovery Note: Not an emergency, disaster, or ARPA related item
Contact(s) name, title, department: Liz Lo, Chief Operating Officer, Chief Operating Officer
Attachments (if applicable): 311 Transmittal