Reporting snow and ice issues in the Town of Milton

There is but one official means for the reporting of problems or issues with snow operations. Reporting of any storm related matter, problem or issue via social media is very unreliable. The Town does not and cannot monitor social media. One has to assume that any report made through social media failed to reach operational staff and will not be addressed.

To be official and to be certain that every report has been properly received and directed it is essential that all reports are made only through the following two means:

Email

Snow Operations Headquarters uses [email protected] for receipt of storm event reports.

This account is monitored regularly and frequently.

All reports received via email are entered into the Department’s operational management software where they are evaluated, prioritized, assigned, and tracked.

All reports made through email will receive an email response.

Telephone

Snow Operations Headquarters – 617-898-4900 and press 2 at the prompt.

• DPW telephones are fully covered at all times between the hours of 7:30 am and 4:00 pm Monday through Friday (Normal Working Hours).
• During severe storms DPW telephone coverage is extended beyond normal working hours.
• The Department’s goal is to have an employee answer every telephone call. However, under severe weather events this is not always possible.
• A call is re-directed to voicemail only due to the fact that all covering phone lines are busy with other reports.
  • The storm event voicemail message account is monitored regularly and frequently. All reports received via voicemail are entered into the Department’s operational management software where they are evaluated, prioritized, assigned, and tracked.
  • Citizens making reports via voicemail are encouraged to include their email address if they have one. By including an email address, all reports made will receive an email response.
  • The Department will make its best attempt to return calls left on the voicemail service. However, during severe storms and at times of high call volume a return call is not always possible.
  • Multiple calls made by the same party for the same reason will be logged and acknowledged but once. Return calls for the second and any subsequent call made by the same party about the same issue will not be returned.

Call volume during the height of snow operations is typically very high. It is very likely that you will not reach a live person and will need to leave a message. Residents should rest assured that ALL messages are listened to and reports are received, logged, prioritized (according to the ongoing and overall operational mission), assigned, and tracked. During the height of operations it is very likely that a return call is not possible. Repeated calls by the same party show up on the storm log as redundant and result in tying up critically important communication lines and resources.

Full 2016 Milton Snow and Ice Policy:

www.townofmilton.org/Public_Documents/MiltonMA_DPW/FINAL%20Town%20of%20Milton%20SNOW%20AND%20ICE%20CONTROL%20PROGRAM%20POLICY%20ad.pdf

Related:

• How to prepare your home for winter.
• Snow removal services in Milton.