FOR IMMEDIATE RELEASE – 4/11/2025
For further information, contact:
Susan Scully Petroni
City of Framingham Public Information Officer
spetroni@framinghamma.gov
508-782-8629
City of Framingham Rebrands Its Information Line To Framingham 4-1-1 & Expands Access Through New Email and Language Line Services
FRAMINGHAM - The City of Framingham is proud to announce the rebranding and expansion of its City Information Line, now known as Framingham 4-1-1, a trusted and essential source of information for residents since its launch in 2020.
In addition to its continued phone service, the City is now introducing a dedicated email address, 411@framinghamMA.gov, to provide more convenient access to information for residents across all neighborhoods.
The email address will go to the Library, the Citizen Participation Officer, and the Public Information Officer.
What began as a pandemic response tool—connecting residents to testing and vaccine information—has evolved into a critical communication bridge between the City and the community.
Fully staffed by the expert librarians at Framingham Public Library (FPL), the Information Line has offered consistent, human-centered support when residents have needed it most.
Five Years of Service, By the Numbers:
- 212 calls per month are City-related inquiries, making up 66% of total phone traffic handled by the Library’s Reference Desk.
- The service accounts for 25% of all patron interactions at the Library.
- Top inquiriesinclude:
- Public Works (25–30%): Trash and bulky item pickup dominate.
- City Clerk (15–20%): Voting, registration, and vital records questions.
- Building Department (12–18%): Permitting and inspection support.
- Other City Departments (20–30%): Including Parks & Recreation, Police/Fire (non-emergency), Treasurer/Collector, Zoning Board of Appeals and Planning Division, and general government inquiries.
"We’re proud to continue partnering with the Framingham Public Library to ensure all residents have easy access to the information they need—delivered by knowledgeable, caring professionals,” said Mayor Charlie Sisitsky. “For the past five years, the Library and its dedicated staff have gone above and beyond to support our community through this vital information line. We are incredibly grateful for their commitment, compassion, and tireless service. As we move forward with the expanded and rebranded Framingham 4-1-1, we’re excited to build on this strong foundation and continue making it even easier for residents to get the answers and support they need.”
“What began as a temporary resource in response to an unprecedented public health crisis has become a vital connection point between Framingham’s residents and City services. For five years, our librarians have been proud to offer trusted, compassionate support through the Information Line—helping thousands of people navigate everything from trash pickup to voting. This service is a testament to the power of libraries to evolve and meet the needs of their communities in real time,” said Framingham Public Library Director Dawn Dellasanta.
Pilot Language Line Launches at Library
As part of the City’s ongoing effort to improve language accessibility, a Language Line pilot program is being launched at the Framingham Public Library. This service offers live interpretation in more than 200 languages, ensuring that non-English-speaking residents can receive accurate and timely information in their preferred language.
“Language Line is a service provided by the Massachusetts Library System (MLS) to member libraries,” said Director Dellasanta.
"Framingham 4-1-1 represents the next evolution in responsive, resident-centered communication," said Framingham Public Information Officer Susan Scully Petroni. "Through this rebranded service, residents can call or email with questions or concerns and receive timely, accurate responses. To ensure accessibility for all, in-person and phone support will also be available at the Framingham Public Library, where staff will use Language Line to provide live translation in residents’ native languages. This partnership allows us to break down language barriers and ensure that every resident—regardless of the language they speak—can connect with City services and information in a meaningful, respectful way."
If successful, the City of Framingham intends to expand the Language Line program to other municipal departments and buildings, said the Public Information Officer
“This is about equity and inclusion,” said Public Information Officer Petroni. “Every resident deserves the ability to ask questions and get the answers they need, without language being a barrier.”
Contact Framingham 4-1-1:
The information line is available to residents when the Framingham Public Library is open and via the Public Information Officer during Memorial Building hours.
Stay connected. Get informed. Experience the new Framingham 4-1-1.
###