Finding local help and services: 211, 311, libraries, county offices and who handles what

The short answer

• Call 211 to find food, housing, bill help, child care and other local services. It is free and, in Fresno County and 44 other California counties, answered around the clock.
• Use 311, or your city's service-request app or website, for non-emergency problems such as potholes, broken streetlights, graffiti, missed trash pickup and illegal dumping. In Fresno, that is FresGO 311: dial 3-1-1 or (559) 621-2489.
• Find out whether you live inside city limits. Inside a city, the city usually handles streets, code enforcement and animal control. Outside, in an "unincorporated" area, the county does. The county runs public health, social services, elections and the recorder's office for everyone.
• For a birth certificate, go to the county recorder in the county where you were born, or to the California Department of Public Health (CDPH), which charges $29 a copy. To prove who you are, you need an "authorized" copy, which requires a sworn statement.
• Since May 7, 2025, you need a REAL ID or another accepted ID, such as a valid U.S. passport, to board a domestic flight. Start the application online, then finish at a DMV office.
• For free legal help, search LawHelpCA.org by ZIP code, or visit your superior court's free self-help center.

This is general information, not legal advice. City and county services differ across California, so check with the office that handles your request.

Which number to call

Several three-digit numbers work across the country. The North American Numbering Plan Administrator, which manages U.S. phone numbers, lists what each one is assigned for:

If you are not sure, start with 211 for help finding a service and 311 (or city hall) for a problem on a street or public property.

211: free help finding local services

211 is a free, toll-free information and referral line for non-emergency local services. The Federal Communications Commission set aside 2-1-1 for this purpose on July 31, 2000. It connects you with information about programs near you. According to the California Public Utilities Commission (CPUC), 211 referrals cover:

• Basic needs: food and clothing banks, shelters, utility assistance and rent assistance.
• Health: health insurance programs, crisis intervention, support groups, counseling, and drug and alcohol treatment.
• Work support: job training, financial assistance, transportation help and education programs.
• Older adults and people with disabilities: community meals, adult day care, home health care, transportation, homemaker services and respite care.
• Children and families: child care, after-school programs and family resource centers.
• Language help: translation and interpretation so people who do not speak English can find public resources.

211 in California

Each 211 service in California is run by a local provider, such as a United Way, another nonprofit or a county agency, and the CPUC approves which provider may use the number. According to the CPUC's figures for 2024:

• 45 counties, home to about 98.8% of Californians, have full 211 service that operates 24/7. They include Fresno, Kern, Kings, Mariposa, Merced and Tulare.
• 13 rural counties, about 1.2% of the population, do not. Nine of them, including Madera, have "disaster-only" 211, which is switched on only during emergencies.
• Full-service 211 can be reached by call, text or the national website, 211.org, depending on the provider.

Before you call, have ready: your ZIP code, what you need help with, and, for programs with income rules, your household size and monthly income. Ask the specialist for the program's phone number, hours and what documents to bring, and write them down.

311 and city service requests

Nationally, 311 is reserved for "non-emergency police and other governmental services." Each city decides whether to use it. Many cities without 311 take the same requests by phone, an app or an online form, usually through public works or city hall.

Example: FresGO 311 in the City of Fresno

The City of Fresno's FresGO 311 center takes non-emergency requests:

• How: dial 3-1-1 or (559) 621-CITY (2489), use the FresGO app for Apple or Android, or submit a request on the city's website. You can report at any hour; staff answer calls Monday to Friday, 8 a.m. to 5 p.m.
• What: graffiti, illegal dumping, potholes, sidewalks, roadways, landscaping, water, sewer, solid waste and parking problems; streetlights that are out (give the nearest address or the pole number); missed trash pickups; and farm animals inside city limits.
• Vehicles: a vehicle parked on a city street for 72 hours may be reported as abandoned. For a possibly stolen vehicle, the city points you to the Fresno Police non-emergency line, (559) 621-7000.

How to make a report that gets fixed

1. Check who owns the spot. A city handles city streets; the county handles county roads; Caltrans handles state highways and freeways (see the table below).
2. Give an exact location: a street address, the nearest cross street, or a streetlight pole number.
3. Describe it plainly: size of the pothole, what was dumped, how long the light has been out.
4. Add a photo if the app or form allows it.
5. Save the request or case number. If nothing happens, call back with that number, then contact your city council member's office.

City or county: who handles what

California has 58 counties. Some land is inside a city (incorporated); the rest is "unincorporated" county land. The Institute for Local Government, the research arm of the state's associations of cities and counties, explains that counties "play a dual role." They provide some services to everyone in the county, and act like a city government in unincorporated areas. Special districts are separate public agencies, some with their own elected boards, that provide one service such as water, sewer, parks or fire protection, and can cross city and county lines.

The California State Association of Counties adds other county jobs: the district attorney, public defender and probation; flood control, the county landfill, and recycling and hazardous waste programs; veterans services; and agricultural services such as weights and measures.

How to tell which side you are on: look up your address on your county's or city's website, or ask 311 or the county. A clue: if the county sheriff, not a city police department, answers calls at your address, you are probably in an unincorporated area. Do not rely on the city name in your mailing address alone.

Finding your elected representatives

Elected officials and their staff can help when an agency does not respond. Who to contact depends on the problem:

• City council member for city streets, parks, code enforcement and city services. Your city's website lists council members, usually by district.
• County supervisor for county roads in unincorporated areas and county services such as public health and social services. Your county's website lists the board of supervisors by district.
• State Assembly member and state senator for state agencies such as the DMV or the state's public health and social services departments. The Legislature's "Find Your California Representative" tool, findyourrep.legislature.ca.gov, matches your address to your districts, as noted in a Department of Health Care Services handout.
• U.S. representative and U.S. senators for federal agencies such as Social Security, Medicare or the passport office. USA.gov links to the official House and Senate directories and to city and county official contacts.

When you write, include your address (so the office knows you are a constituent), what you need, what you already tried, and any case numbers.

Your public library as a service hub

Public libraries are run by counties in some places and by cities in others. Many offer far more than books.

Passports. According to the U.S. Department of State (page updated July 8, 2026), there are more than 7,500 passport acceptance facilities, including post offices, court clerks, public libraries and other local government offices. They accept new applications for adults and children, not renewals. They may require an appointment and charge their own acceptance fee on top of the passport fee. Eligible people can renew online from within the U.S., or by mail, instead. Use the State Department's facility locator to find one near you, and confirm the hours before you go.

Ask your branch what else it offers. Services vary, so call or check its website before you go. Questions worth asking:

• Are there free computers, Wi-Fi, printing or scanning, and is there a time limit?
• Can I borrow a laptop or Wi-Fi hotspot to take home?
• Is there a notary at this branch, by appointment, and what does it cost?
• Is there help with online forms, job applications, tax forms or English classes?
• Does this branch take passport applications, and do I need an appointment?

Getting a birth certificate

The California Department of Public Health keeps a record of every birth in California since July 1905. You can order a certified copy from CDPH, or in person from the county office where the birth was registered, such as the county recorder's office.

Authorized or informational copy?

According to CDPH:

• An authorized copy can be used to establish identity, for example for a REAL ID. Only certain people may get one: the person named on the record, or their parent, legal guardian, child, grandparent, grandchild, sibling, spouse or domestic partner, plus some attorneys, agencies and others listed by law. You must sign a sworn statement under penalty of perjury. Without it, the request is returned unprocessed.
• An informational copy is stamped "Informational, Not a Valid Document to Establish Identity." People who are not eligible for an authorized copy can order this kind, for family history for example.

Steps to order

1. Choose where. CDPH points people to the county office where the birth was registered for in-person requests; call ahead about hours and appointments. Or order from CDPH by mail: CDPH Vital Records, MS 5103, P.O. Box 997410, Sacramento, CA 95899-7410, using application form VS 111.
2. Fill in the application and, for an authorized copy, the sworn statement. If you apply by mail, have the sworn statement notarized. Madera County, for example, requires a notarized application and sworn statement for mail orders.
3. Pay the fee. CDPH lists $29 per certified copy of a birth record. The Madera County Recorder also charges $29 and offers fee waivers, with an affidavit, for foster youth and people who are homeless. Check your own county's fee and waivers.
4. Online orders go through a private vendor that adds its own fee. Madera County notes that its vendor defaults to next-day shipping, so change that if regular mail is fine.
5. Check processing times on CDPH's "Processing Times and Fees" page before you mail anything. Time starts when CDPH receives your request.

Getting a REAL ID

The California DMV says federal enforcement of the REAL ID Act began May 7, 2025. You now need a REAL ID or another federally accepted ID to board domestic flights and enter secure federal facilities. A valid U.S. passport counts, so a passport holder can wait to upgrade until their license or ID card is due for renewal. As of May 1, 2025, about 58% of California license and ID holders had a REAL ID.

1. Gather your documents using the DMV's checklist (form DL 1010 E):
   • One proof of identity, original or certified, showing your full name and date of birth, such as a U.S. passport or passport card, a certified U.S. birth certificate issued by a city, county or state vital records office, or a valid Permanent Resident Card.
   • Your Social Security number. You usually do not need to bring the card.
   • Two proofs of California residency, such as a home utility or cell phone bill, or a medical, dental, home, renters or vehicle insurance document. Printed copies are accepted. Each must show your first and last name and the same mailing address as your application. If you use a P.O. box, one document must show both the box and a physical address.
   • Name change documents, if your name differs from your identity document, such as a certified marriage certificate, court adoption papers or certified divorce papers.
2. Apply online at REALID.dmv.ca.gov and upload your documents.
3. Visit a DMV office with the physical documents to finish. The DMV recommends booking an appointment; it says the office visit takes about 20 to 30 minutes.

The DMV lists current license and ID card fees on its website; check before you go.

Free legal help and court self-help centers

LawHelpCA is run by the Legal Aid Association of California, with funding from the State Bar of California and legal aid providers. Enter your city, county or ZIP code to see a directory of pre-screened organizations that offer free or low-cost legal advice and representation. It also has plain-language legal information on 16 general topics.

The California courts' self-help guide says every superior court has free help in family law and small claims cases, and "It does not matter how much money you make." Some centers also help with evictions, name changes and guardianships. Two cautions from the courts: any lawyer you talk to there is not your lawyer, and what you say is not confidential. Find your county's center on selfhelp.courts.ca.gov, or ask the court clerk.

Reporting potholes, dumping and other problems

State highways. An Assembly district office's guide to the Caltrans customer service request explains the steps: choose the type of problem, pin the spot on a map, add your contact details and submit. The page notes that the form "should not be used to report an emergency." For immediate danger or a highway emergency, call 911.

Illegal dumping. CalRecycle, the state's recycling department, says local government has the main responsibility, and its "Report Illegal Dumping" map points you to local reporting options. Police can cite people caught dumping but usually do not run cleanups. CalRecycle and local enforcement agencies investigate and clean up illegal disposal sites, and CalRecycle has funding for litter and dumping cleanups. For your safety, do not open or move unknown containers, drums or needles at a dump site; describe them in your report instead.

For mold, leaks and other repair problems in a rental, see the renter's checklist for dampness and mold.

Water, sewer and trash bills

Who sends the bill depends on where you live. A city may run water, sewer and trash itself, or service may come from the county, a special district with its own board, or a private company. Start with the name and phone number on your bill: that is the provider that can explain charges, set up payment plans and fix billing errors. In Fresno, water, sewer and solid waste problems go through FresGO 311, and city trash service is billed on the city utility bill.

• Can't pay? Call the provider before the due date and ask about payment plans and any discount programs. Call 211 to ask about local bill-help programs.
• Questions about water quality are a separate matter from the bill. See How to find and read your water quality report.

Trash, recycling and green bins

Under California's organic waste law, SB 1383, CalRecycle says "All jurisdictions need to provide organic waste collection services to all residents and businesses." The law's 2025 target was to send 75% less organic waste, such as food scraps and yard trimmings, to landfills. Your provider decides exactly what goes in each bin, so check its guide. If you have no green or blue bin service, CalRecycle has a recycling services complaint form, and it may share your complaint with your local jurisdiction.

Keep hazardous waste out of the trash. CalRecycle says it is illegal to put household hazardous waste in the garbage, down storm drains or on the ground "because it can harm health and cause fires." That includes all batteries, fluorescent lamps, electronics, paint and solvents, motor oil and filters, pesticides and mercury thermostats. Take them to your local household hazardous waste facility. Batteries in particular cause fires and injure workers at sorting facilities.

Big items. Many cities run bulky-item pickups. The City of Fresno's Operation Clean Up collects bulky items at the curb once a year for homes that pay for city trash service on their utility bill. Look up your date with your account number or call 311. You can set out up to 10 cubic yards, no earlier than 7 days before pickup and no later than 6 a.m. on the day. It takes mattresses, furniture, most appliances and cut yard debris, but not tires, batteries, paint, oil, chemicals, refrigerators or freezers. Apartment buildings with four or more units are not eligible.

Where to get free help

• 211: dial 2-1-1 for local services, or use 211.org.
• City services: your city's 311 line, app or public works department. City of Fresno: FresGO 311, 3-1-1 or (559) 621-2489.
• County services: your county's website lists public health, social services, the recorder, public works and the board of supervisors.
• Birth records: your county recorder, or CDPH Vital Records by mail.
• REAL ID: the California DMV at dmv.ca.gov.
• Passports: the State Department's acceptance facility locator, linked from travel.state.gov.
• Legal help: LawHelpCA.org, and your superior court's self-help center through selfhelp.courts.ca.gov.
• Illegal dumping, recycling and hazardous waste: your city or county, and CalRecycle.
• State highways: Caltrans's online customer service request form.
• Crisis: 988 for the Suicide and Crisis Lifeline; 911 for any emergency.

Sources

1. Abbreviated Codes — North American Numbering Plan Administrator, accessed October 29, 2026.
2. 2-1-1 Overview (public webinar slides) — California Public Utilities Commission, file dated August 12, 2025, with 2024 status data.
3. FresGO 311 — City of Fresno, accessed October 29, 2026.
4. Types and Responsibilities of Local Agencies — Institute for Local Government, 2012.
5. County Services — California State Association of Counties, undated, accessed October 29, 2026.
6. Find and contact elected officials — USA.gov, last updated March 2, 2026.
7. Connect with your Representatives (public forum handout) — California Department of Health Care Services, California Behavioral Health Planning Council, undated, accessed October 29, 2026.
8. Where to Apply for a U.S. Passport — U.S. Department of State, last updated July 8, 2026.
9. Vital Records: Obtaining Certified Copies of Birth Records — California Department of Public Health, accessed October 29, 2026.
10. Authorized Copy vs. Informational Copy — California Department of Public Health, accessed October 29, 2026.
11. Vital Records Fees — California Department of Public Health, accessed October 29, 2026.
12. Vital Records — Madera County Clerk-Recorder, fees effective January 1, 2022, accessed October 29, 2026.
13. Federal Enforcement of REAL ID Begins Today — California Department of Motor Vehicles, May 7, 2025.
14. Get Onboard with REAL ID at REALID.dmv.ca.gov (form DL 1010 E) — California Department of Motor Vehicles, revised August 2022, accessed October 29, 2026.
15. About This Site — LawHelpCA, Legal Aid Association of California, accessed October 29, 2026.
16. Court-based self-help services — California Courts Self-Help Guide, Judicial Council of California, accessed October 29, 2026.
17. Caltrans Customer Service Request — California State Assembly, 54th District office, accessed October 29, 2026.
18. Illegal Dumping Resources — CalRecycle, accessed October 29, 2026.
19. California’s Short-Lived Climate Pollutant Reduction Strategy — CalRecycle, accessed October 29, 2026.
20. Recycling Services and Edible Food Collection Complaints — CalRecycle, accessed October 29, 2026.
21. Wastes Banned From the Trash — CalRecycle, accessed October 29, 2026.
22. Operation Clean Up — City of Fresno, accessed October 29, 2026.