In 2020, like many cities across the country, Framingham, Massachusetts, faced an unprecedented challenge. The pandemic had arrived, and residents needed timely, accurate information about testing, vaccines, and public health updates. In response, the city launched an information line through the public library. It was a temporary fix designed to meet a moment of crisis.
But something unexpected happened. People kept calling. And not just about COVID-19.
They called with questions about trash pickup, voting deadlines, building permits, childcare, and road closures. Immigrant families called needing help in Spanish, Portuguese, and dozens of other languages. In the years that followed, what began as a short-term solution grew into something much more: a vital communication bridge between the city and its increasingly diverse population.
A Changing City with Changing Needs
Framingham has quietly become one of Massachusetts’ most diverse cities. Nearly one in three residents were born outside the United States. Nearly half identify as non-White. At the Framingham Public Library—where the information line is based—staff noticed that many of the questions coming in weren’t just about logistics. They were about access.
-”How do I enroll my child in school if I don’t speak English?”
-”What forms do I need to register my business?”
-”Who do I talk to about a housing issue?”
And most importantly: “Will someone understand me when I call?”
From Temporary Tool to Trusted Resource
In 2024, the city made the decision to rebrand and expand the service. Now officially called Framingham 4-1-1, the line is fully staffed by librarians and managed through a partnership between the library, the city’s Citizen Participation Office, and the Public Information Officer. Residents can call 508-532-5411 or email 411@framinghamMA.gov for help navigating local services.
The numbers speak for themselves: the line handles more than 200 city-related questions a month—two-thirds of all calls to the reference desk and one quarter of total patron interactions.
But the city didn’t stop there.
Recognizing the growing language needs of its residents, Framingham introduced a LanguageLine partnership at the library. Through this service, residents can receive live interpretation in more than 240 languages on demand, removing one of the most persistent barriers to access.
“LanguageLine is a service provided by the Massachusetts Library System to member libraries,” Library Director Dawn Dellasanta said. “It has allowed us to connect more deeply with our community and provide help that is both immediate and meaningful.”
The partnership is about providing meaningful access at moments of need, according to city officials.
“This is about equity and inclusion,” Public Information Officer Susan Petroni said. “Every resident deserves the ability to ask questions and get the answers they need, without language being a barrier.”
A Model of Service and Inclusion
What started as a crisis response has become a national model for multilingual engagement. Mayor Charlie Sisitsky credited the library and its staff for the program’s success.
“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,” he said. “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.”
With the LanguageLine partnership underway, city leaders are already exploring how to expand language access tools across more departments. The goal is simple: no resident should ever feel excluded because of the language they speak.
Why the Partnership Has Worked
- Empathy-driven design: The city listened to what residents were asking—and responded with tools that met real needs.
- Community trust: Librarians, long trusted by the public, were the perfect stewards for this service.
- Built-in scalability: With LanguageLine, Framingham created a service that could grow alongside its population.
- Equity at the core: The city made a public commitment to inclusion and backed it up with action.
Let’s Talk Solutions
Language access isn’t a luxury. It’s a necessity. And as Framingham has shown, it can transform how communities connect, serve, and thrive.
Contact LanguageLine Solutions today to explore how we can help your city or organization meet the needs of your multilingual community.