Frequently Asked Questions

Todd Walburn is the Mayor’s Action Center Coordinator. He works with dozens of City employees to coordinate resolutions to resident questions, complaints, and requests for action. The MAC is a non-emergency dispatch service for all city departments, not including Police and Fire Safety services.

By Phone/Email: 

1. The Coordinator or other City employee receives a request via phone or email. 
2. The resident’s request is entered into the Access Cleveland Heights App and is automatically assigned to the proper department. 
3. The Department acknowledges the request. 
4. The assigned City employee works to resolve/repair/answer the request and closes the request, notifying the resident who placed the request when work has been completed. 

By Access Cleveland Heights on App or Browser:

1. The resident enters the location and description of the request on the app or the web platform on the Cleveland Heights website. 
2. This is automatically assigned to the proper department and processed the same way as a phone or email request.

There is no “Anonymous submission” option in Access Cleveland Heights.  Some sensitive categories, however, are private by default.  “Neighbor Complaints,” “Private Residential Property,” and “Animal Control” requests are only visible in SeeClickFix by the requesting resident and City staff. This is to protect privacy.  If you would prefer not to use SeeClickFix, you are welcome to call (216) 291-2323 or email the Mayor’s Action Center (mac@clevelandheights.gov) and ask the MAC coordinator to submit a request on your behalf.

CivicPlus is a software company that specializes in city government communication.  SeeClickFix is the program created by CivicPlus that many city governments use to create, track, and measure non-emergency resident requests.  Access Cleveland Heights is the name that Cleveland Heights uses to brand and identify requests specific to our City.

If you’d prefer not to use the app, requests can be submitted via phone or email.  You can even stop by City Hall during regular business hours and speak with the MAC Coordinator.

The Mayor’s Action Center is open during regular City Hall Business Hours, 9 am-5 pm, Monday through Friday.  In the event that you need to make a report after hours, you can email mac@clevelandheights.gov, and your request will be addressed the next business day. The MAC does not respond to emergencies and voicemail; email and app requests are only monitored during normal business hours. For urgent matters or concerns for personal safety or potentially harmful situations, please call 911. For non-urgent police matters, please call (216) 321-1234.

Each category of requests is assigned a specific number of days based on how long it's expected to have them resolved.  These range from two days for potholes and animal control to ten days for concrete repair and traffic signs & signals.  Each month we track our success completing requests using the reporting feature of SeeClickFix.  The results of these reports tell us how well we are doing and where we need more staff or more efficient processes. For a report on the MAC during the 12-month period starting in March 2024 and ending March 2025, see MAC Coordinator Todd Walburn’s report to City Council on April 7, 2025, found here (at the 2 hr, 48 minute mark).  

For residents who have registered for Access Cleveland Heights, they will be able to get updates on their requests as City staff make progress.  The only exception to that is for Private Residential and Private Commercial Property requests, which get transferred to another city-run platform (CivicPlus) when a city inspector has been assigned.  Even in such cases, residents can always ask for updates on any request in Access Cleveland Heights by reaching out to the MAC Coordinator via phone or email. 

Cleveland Heights City Departments appreciate the collaborative relationship we have with City residents.  City staff can’t be everywhere, and residents may see and respond more immediately in cases when city crews are busy responding to other requests.  Residents assist us by being our eyes and ears, helping us to forward requests to the right City Department for repair and expedite improvements. We couldn’t do it without you.