October 23, 2025 — Cleveland — Mayor Justin M. Bibb today announced the appointment of Kate Connor Warren as Director of Cleveland 311 and Franco Formichelli as Assistant Director, effective October 20, 2025. Together, they bring decades of leadership experience in civic innovation, operations, and customer service to the City’s non-emergency resident service center.
Cleveland 311 is the central access point for residents to request city services, report non-emergency issues, and access information about City operations. The appointments reflect Mayor Bibb’s ongoing commitment to delivering efficient, resident-centered, and data-driven services across all Cleveland neighborhoods.
“Cleveland 311 is the front door to city services, and it’s critical that residents can rely on it for timely, responsive support,” said Mayor Justin M. Bibb. “Kate and Franco bring an exceptional combination of strategic leadership and operational excellence. Their experience will help modernize the system, strengthen accountability, and ensure Cleveland residents are heard and served.”
About Director Kate Connor Warren
Kate Connor Warren is a civic leader with more than 12 years of experience in local government, policy, and community engagement. She most recently served as Senior Advisor to Mayor Bibb, leading efforts to integrate city services, improve permitting processes, and increase transparency, including developing the City’s first Community Benefits Scorecard.
Previously, Warren directed the Greater Cleveland American Rescue Plan Coalition at the Center for Community Solutions, where she advanced equitable recovery initiatives and built cross-sector coalitions.
Warren holds a Master of Public Administration from Cleveland State University’s Levin College of Urban Affairs and serves on the Fair Employment Wage Board and Old Brooklyn Community Development Corporation Board of Directors.
About Assistant Director Franco Formichelli
Franco Formichelli brings more than 20 years of experience leading large-scale operations, workforce planning, and customer service transformation. He joins the City from the United Way of Greater Cleveland, where he served as Senior Director of 2-1-1 HelpLink, expanding services and partnerships to meet growing community needs.
Formichelli previously held senior roles with Farmers Insurance Group and Bristol West Insurance Group, overseeing multi-site service centers and process improvement initiatives. He holds a Bachelor of Business Administration from Malone College and advanced executive training from the University of Michigan and University of Texas at Austin.
About Cleveland 311
Cleveland 311 is the City’s centralized non-emergency service and information center. Residents can call 3-1-1 (or 216-664-2000) or visit 311 | City of Cleveland Ohio to report service requests such as pothole repairs, waste collection, and vacant property issues. The system provides real-time tracking and data-driven accountability to ensure effective delivery of city services.
