Executive Summary
The Ways and Means Committee held a hearing on April 28, 2026, to review the FY27 operating budget for the Office of Neighborhood Services (Dockets #0733-0740), including 311, Spark Boston, and the Office of Civic Organizing. The hearing focused on the restructuring of neighborhood liaisons, the transition to a new 311 CRM system, and the elimination of city-funded block party and 'Spooky Streets' grants in favor of external partnerships. Councilors raised significant concerns regarding communication protocols between the administration and district offices, the status of the Jackson Mann Community Center capital project, and the need for improved 311 supervisor availability during off-hours.
Meeting Information
- Date: April 28, 2026
- Time: 10:11 AM
- Governing Body: City Council - Ways & Means Committee
- Meeting Type: Budget Hearing
- Chair: Councilor Benjamin Weber (District 6)
- Councilors in Attendance: Edward Flynn, Erin Murphy, Liz Breadon, Enrique Pepén, John Fitzgerald, Sharon Durkan, Miniard Culpepper.
- Panelists:
- Brianna Millor, Chief of Community Engagement
- Muhammad Missouri, Executive Director of Neighborhood Services
- Natalia Benitez-Perez, Civic Organizing Director
- Aiden McDonough, Director of Spark Boston
- Ergasola Budo, 311 Director
Dockets #0733-0740: FY27 Operating Budget Overview
The hearing addressed the FY27 operating budget for the Community Engagement Cabinet, specifically focusing on the Office of Neighborhood Services (ONS), 311, Spark Boston, and the Office of Civic Organizing (OCO).
- Budget Adjustments:
- The OCO budget reflects an elimination of $60,000 for summer block party grants and $10,000 for 'Spooky Streets' grants from the operating budget. The administration intends to fund these through external partnerships and philanthropy.
- ONS saw a decrease of approximately $200,000 due to the elimination of a long-term vacant Chief of Staff role.
- 311 personnel costs increased slightly due to union role adjustments and overtime requirements for 24/7 operations.
Office of Neighborhood Services (ONS) and Community Engagement
Chief Brianna Millor described the cabinet as 'the cabinet that's closest to the people,' emphasizing direct resident partnership.
- Restructuring: ONS was restructured to include Community Engagement Specialists (CES) who facilitate abutters meetings for the Zoning Board of Appeal, licensing, and cannabis. This allows neighborhood liaisons to focus on long-term relationship building and proactive outreach.
- Staffing: There are currently 14 neighborhood liaison positions with three vacancies in Roslindale, Jamaica Plain, and Charlestown.
- Accomplishments: Distributed 3,100 turkeys, 2,000 toys, and held the first citywide office hours in Roxbury connecting 350 constituents to services.
311 Constituent Service Center
Director Ergasola Budo provided an update on the city's 24-hour hotline and digital service request system.
- Performance: The service level percentage is approximately 88%, exceeding the national average of 80%. The center has handled nearly 300,000 cases this year.
- Technology Transition: The city is transitioning to a new CRM system to improve asset management and data reporting. The new system is designed to be more intuitive for call takers and provides better tracking for long-term repairs.
- Language Access: 311 provides services in multiple languages 24/7 via a universal language line. The mobile app supports 12 languages based on phone settings.
Office of Civic Organizing (OCO) and Spark Boston
- OCO Initiatives: Natalia Benitez-Perez highlighted the 'Love Your Block' initiative, which supported 177 beautification sites in April 2026. The office also awarded 120 summer block party grants and 78 'Spooky Streets' grants in the previous cycle.
- Spark Boston: Director Aiden McDonough described the 40-member volunteer council for residents aged 20-35. The program received 487 applications for the current cycle. Recent initiatives include the 'Building Creative Boston' panel and neighborhood story events.
Councilor Inquiries and Discussion
- Communication Protocols: Councilors Culpepper and Flynn expressed frustration regarding a lack of notification for meetings held within their districts. Councilor Culpepper stated, 'If we don't know what's going on in our district, it's not helpful to us.'
- 311 Integration: Councilor Flynn requested a feature in the 311 app to automatically notify district councilors of service requests in their area. The administration noted this would be considered during the CRM system revamp.
- Capital Projects: Councilor Breadon questioned the lack of progress on the Jackson Mann Community Center, noting that multiple studies have been completed without moving to the design phase.
- Veterans Services: Councilor Flynn noted a $724,000 (14%) decrease in the Veterans Department budget due to grant removals and stated he could not support a budget that decreases veteran funding.
- Public Safety: During the hearing, Councilor Culpepper reported a bank robbery in Nubian Square, emphasizing the need for increased safety coordination in the district.