Residents in need of social services often call 311 (New York City's social services information directory) to seek information emergency housing, health care, food pantries, and legal assistance. Callers are referred only to City services, which are often far from their location, despite the availability of many closer ones. To supplement the inadequate information, residents frequently use smartphones and library computers to find up-to-date data about local services. Queens Library's Job and Business Academy and Zendesk address this failure in the City’s social safety network with “Where in Queens.” This mobile optimized database-website uses a geolocator and the Queens Library community resource database to help users connect to the critical social services closest to their locations, and therefore utilize community resources more efficiently.

“Where in Queens” is based on Link-SF, a project designed by Zendesk and originally used in San Francisco as a public service project. Zendesk donated the framework for ”Where in Queens” to Queens Library, free of charge, to serve the community. Queens Library then populated the database with specific information for Queens users. This information was researched and verified by library staff, who made sure that the services provided were the best, most accurate and most comprehensive. Data will continue to be updated and verified by library staff through the open communication between Queens Library and community-based organizations.

To maintain privacy, the library is not collecting data on usage. “Where in Queens” addresses the needs of Queens residents by connecting them with critical social services in their area. The site is accessed by customers, library staff on behalf of customers, and anyone with inquiries about community services and organizations in Queens County. As a link between residents and organizations, “Where in Queens” fills the gaps of the City’s social safety network in a dignified, technologically advanced, customer driven way. This innovation has been promoted by the press, local social service agencies, and the library. It is the only comprehensive source of this information in Queens. Its design relieves stress for those in need, rather than add to it.