What are the responsibilities and job description for the 311 Resident Experience & Engagement Intern position at City of Cleveland?
About the City of Cleveland: If you are interested in gaining real-life experience and knowledge from working in a Municipal Corporation, then you want an Internship with the City of Cleveland. The City of Cleveland employs over 8,000 people, all holding a variety of jobs; including various public administration professions, skilled craftsmen, healthcare workers, architects, engineers, superintendents, project managers, teachers, human resource professionals, and more. Join us today as we shape our future.
Location: In-person, 65 Erieview Plaza, 5th Floor, Cleveland, Ohio 44144
Work Schedule: 20 - 35 hours per week. Flexible scheduling between 8 am and 5 pm, Monday – Friday, with some evening and weekend events throughout the summer
Duration: Recruiting for the Summer semester; May 18-August 31, 2026, dates flexible based on availability.
Reports to: Director of 311
DUE TO A CHANGE IN THE CITY CHARTER, THIS BECAME UNCLASSIFIED.Must be a bona fide student in an educational institution of recognized standing
Internship Description:
The 311 Intern will support the City of Cleveland’s centralized customer service operation by assisting with service delivery, community engagement, and data-driven improvement efforts. This role provides hands-on experience in municipal operations, resident engagement, and performance analysis, offering exposure to how cities use data and frontline service to improve quality of life for residents.
Examples of Duties:
Customer Service & Call Handling
- Receive training on select 311 call types and provide high-quality customer service to residents
- Accurately document service requests and inquiries in the 311 system
- Make outbound calls to follow-up with residents and capture feedback on their 311 experiences
Community Engagement
- Support 311 presence at community engagement events, including outreach and education
- Attend neighborhood safety walks with City staff and partners
- Document and submit observed issues into the 311 system for follow-up
Data Analysis & Insights
- Assist with analyzing 311 service request data to identify trends, patterns, and areas for improvement
- Support analysis of resident satisfaction survey and resident follow-up call data
- Help develop recommendations to improve service delivery and resident experience based on findings
Internal Coordination & Events
- Assist with planning and organizing cross-departmental 311 trainings and networking events
- Support efforts to strengthen relationships between 311 and City departments
- Provide support on other 311 projects as assigned
Minimum Qualifications
- Current undergraduate or graduate student in public administration, public policy, urban studies, data analytics, or a related field
- Strong interest in local government, civic engagement, or public service
- Excellent communication and interpersonal skills
- Strong organizational skills and attention to detail
- Strong fluency in Microsoft Office products like Word, Outlook, Teams, Powerpoint, and Excel
- Ability to analyze and interpret data (experience with Excel or similar tools preferred)
- Ability to work both independently and collaboratively in a team environment
The City's guiding principles are as follows: Placing Clevelanders at the Center, EmpoweringEmployees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.