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Frequently Asked Questions
In support of Governor Ralph Northam’s “stay at home” direction – the City of Norfolk is further reducing staffing levels to provide mission critical essential services.
Find updated information from the Norfolk Department of Public Health.
CARES Act: What You Need to Know About the Federal Stimulus Check
Below are answers to frequently asked questions during the City of Norfolk’s closure.
- How do I stay informed?
- Sign up for Norfolk Alerts and follow the city’s social media accounts.
- Norfolk Alert: Text (757) 441-5600 to receive alerts, or register online.
- Twitter: @NorfolkVA
- Facebook: City of Norfolk Government
- Sign up for Norfolk Alerts and follow the city’s social media accounts.
- Will my trash be picked up during the closure?
- Yes, trash pick-up will continue. Do not overflow your trash container. For their safety, drivers will stay in their vehicles.
- If your trash collection is missed, submit the information through the MyNorfolk app (available on the App Store or Google Play) or online.
- What about bulk waste pick-up?
- The city is resuming bulk and yard waste collections beginning the week of May 11. Waste Management crews retrofitted trucks and revised collection methods which allow employees to ride together and safely collect yard and bulk waste.
- Yard waste collection will be picked up on the resident’s normal collection date. For more than 20 bags, residents must schedule a bulk waste pickup.
- The initial bulk waste schedule will be modified, and collections limited. Pickup could be delayed.
- Residents must schedule all bulk waste pickups using the MyNorfolk online portal, mobile app or call Norfolk Cares at 664-6510. Collection will take place on the resident’s normal trash collection day.
- Any scheduled pickups not collected, will be picked up the following week. If possible, remove items from the curb that were not collected.
- Residents who set out bulk waste that has not been scheduled may receive a Notice of Violation.
- Effective Saturday May 9, 2020 and until further notice, SPSA is reinstating regular RESIDENTIAL WEEKEND HOURS at the Norfolk Transfer Station. The Norfolk Transfer Station will be open for residents Saturdays, 8 a.m. – 4 p.m. and Sundays, noon – 4 p.m. Location: Norfolk Transfer Station, 3136 Woodland Avenue Norfolk, VA 23504. Residents dropping off bulk items are asked to observe social distancing guidelines at the transfer stations.
Electronic recycling is accepted on Wednesdays from 8 a.m. - noon. Hours will be expanded to Tuesdays - Thursdays, 8 a.m. – noon, starting on Tuesday, May 19 at the City’s Towing & Recovery (1188 A Lance Road, Norfolk VA 23502).
Towing & Recovering will resume shredding services on Tuesday, May 19. Shredding services will available on Tuesdays, Wednesdays and Thursdays 8 a.m. – noon. All customers are asked to wear a mask.
- The city is resuming bulk and yard waste collections beginning the week of May 11. Waste Management crews retrofitted trucks and revised collection methods which allow employees to ride together and safely collect yard and bulk waste.
- Will my street be swept?
- Street sweeping is suspended until further notice. Vehicles do not need to be moved.
- If you are willing and able and you want to get outside for a break, clean up the curb line of any grass and trash. You will help prevent flooding and keep the storm drains clear.
- Will water, electricity or gas service be cut off during this closure?
- No. The Norfolk Department of Utilities has suspended all water cutoffs until further notice. Bills can be paid online at www.hrsd.com. Check payments can be brought to dropbox locations. For information, go to the Utilities webpage.
- The state of Virginia has directed Dominion Virginia Power, Virginia Natural Gas and other electricity and gas providers to suspend cut-offs due to nonpayment until further notice.
- The 24-hour line for water and sewer emergencies is 757-823-1000. Callers may face wait times that are longer than normal. Place service requests through the MyNorfolk app.
- What should I do about the upcoming May General Election?
- On April 24, Governor Ralph Northam invoked his statutory authority to postpone the May General and Special Elections by two weeks, from May 5 to May 19.
- Vote at home by applying for an absentee ballot by May 12 at 5 p.m.
- Absentee ballots returned by mail must be received by the local General Registrar by 7:00 PM on Election Day, May 19, 2020.
- Reach the Office of Elections Monday through Friday (8:30 a.m. - 5 p.m.) at (757) 664-4353.
- Will property maintenance inspections still take place?
- No property maintenance inspections will be conducted on-site, except in cases of health and safety emergencies. The on-call inspector may be reached at (757) 621-9590.
- Will violations be written for tall grass or cars parked in yards?
- No violations for these infractions will be written until the city returns to normal operations. You can report the issue using MyNorfolk mobile app or online. Any calls to the Norfolk Cares Calls Center will take longer than normal to answer.
- I have kids enrolled in before or after care through Recreation, Parks and Open Space. Can I get a refund?
- Automatic refunds will be processed for before/after care and spring break camp. Refund policy.
- I have a rental agreement with Recreation, Parks and Open Space. Can I get a refund?
- As the patrons scheduled rental date passes, we will automatically process refunds once the date passes. Refund policy.
- Is the Department of Recreation, Parks and Open Space providing refunds for fee-based classes?
- Please see the refund policy.
- Do I have to pay to park?
- The Parking Division will resume normal operations in parking garages and lots. Gates at city garages will be lowered and fee collection for parking in those garages will resume May 1.
- Billing for contract parking customers will be sent via email or USPS on April 27. Payment will be due by May 11.
- The customer service center on Main Street remains closed in response to the coronavirus outbreak. You may contact the Parking Division at 757-664-6510 or email us at monthlyparking@norfolk.gov.
No contact payment options include our online customer service portal, or by mail or drop off to our customer service center at 222 E. Main Street, 23510.
- I have tickets to see a show at one of SevenVenues locations. Are those performances cancelled?
- As events cancel or postpone, SevenVenues will communicate those changes to customers directly by e-mail, social media and on SevenVenues.com/COVID19. If you do not see your event listed as canceled, postponed, or rescheduled, please be patient and check back regularly as SevenVenues continues to sort out details with individual tours.
- Refund Information:
- If an event is canceled or postponed, ticket holders should contact their original point of purchase for refund instructions.
- For tickets purchased at Ticketmaster.com, refunds will be processed automatically if the event is canceled. If an event is rescheduled, and the ticket holder is unable to attend the rescheduled date, they must contact Ticketmaster.com.
- In light of Governor Northam’s stay at home order, the SevenVenues box office is closed. Tickets purchased in person at the Scope Arena box office will be refunded once the building reopens.
- How are SevenVenues event permits being handled?
- In accordance with the Governor’s Executive Order, SevenVenues is not accepting applications for event permits for events scheduled to take place prior to May 8. Event applications scheduled and cancelled due to COVID-19 are eligible for a refund of permit and application fees. Please contact SevenVenues at (757) 664-6880 to request a refund.
- All permit applications for events scheduled to take place following the end of this current Executive Order will be accepted as provisional pending future directives.
- Have Norfolk cemetery operations changed?
- UPDATE: Appointments are required to make funeral arrangements in City of Norfolk cemeteries. Please call (757) 441-1752.
- All cemetery offices are closed to the public except for families making funeral arrangements.
- In support of social distancing and a limited workforce please observe a maximum 30 minute graveside/committal service.
- To align with the governor’s request for social distancing, and a no more than 10-person gathering ban:
- 10-person limit for graveside/committal services.
- 3-person limit per family making funeral arrangements inside the cemetery office.
- Only one family at a time will be served in cemetery offices.
To align with the Virginia Cemetery Association, the following will become effective as of Saturday, March 28.
Tents will not be used for services until further notice. The presence of a tent encourages people to gather under them and also provides additional surfaces where the virus may be transferred to family members, cemetery and funeral home staff.
Chairs will not be put out at services until further notice. Chairs encourage people to sit shoulder to shoulder which does not allow for six feet of social distancing. Seating will be provided for people with specials needs.
Mail all contract installment payments (for all cemeteries) to Forest Lawn Cemetery at 8100 Granby St. Norfolk, VA 23505.
Spring landscaping maintenance will be affected due to Cemeteries staff working on a rotating schedule.
Check back daily for updates.
- How many cases of COVID-19/Coronavirus have been reported?
- These questions must be directed to the regional public health call center: 757-683-2745. Norfolk Department of Public Health also updates their webpage: https://www.norfolk.gov/4835/Coronavirus-Disease-2019
- Are there COVID-19/Coronavirus screening locations available in Norfolk?
- The Virginia Department of Health has released a map of COVID-19 testing locations, including private providers.
- Sentara Healthcare is now processing COVID-19 tests at a newly-created laboratory in Sentara Norfolk General Hospital. The initiative will allow Sentara Laboratory Services to expand patient testing within all Sentara hospitals across Virginia and North Carolina. This will shorten wait times for results by taking some of the test volume currently being sent to commercial laboratories. The goal is to incrementally achieve the capacity to complete 1,000 tests per day within a few weeks and return test results in 24 to 48 hours.
- Sentara Healthcare and Optima Health have launched an online COVID-19 chat feature on each of their websites to help patients and members decide if they should seek COVID-19 testing. The COVID-19 assessment tool is a digital Q&A risk assessment that can be used by:
- Visiting Sentara.com or OptimaHealth.com
- Clicking the Coronavirus Assessment Tool on the right hand of the page
- Following the prompts to receive guidance
- Updates available daily through official Sentara Healthcare social media channels and on www.sentara.com/coronavirus.
- What number do I call to report a restaurant or bar with more than 10+ people inside?
- Norfolk Health Department: 757-683-2745
- Why is VDH advising people to wear cloth face coverings (nonsurgical masks)?
- COVID-19 is a new virus and we are learning as much as we can about it every day. Considering the growing evidence of asymptomatic persons carrying the virus, it’s wise to take additional precautions. Wearing a non-surgical mask could help prevent a sick person, exhibiting no symptoms, from accidentally infecting others. VDH continues to urge all citizens to heed Governor Northam’s stay at home order and to practice social distancing (staying 6 feet apart from others) during any essential trip outside of the home. Read more about CDC’s guidance on wearing non-surgical masks.
- Is Hampton Roads Transit (HRT) changing their operations?
- Effective Friday, April 10, Hampton Roads Transit will suspend temporarily all transit fares for HRT services.
- Beginning Tuesday, March 31, Hampton Roads Transit will run fewer bus routes, and buses will run less frequently. Buses will run 60 minutes apart, except Peninsula Commuter Routes and some MAX routes.
- HRT’s goal is to provide transportation between medical centers and other essential destinations. However, HRT is encouraging EVERYONE to avoid unnecessary travel and to practice social distancing.
- Customers are asked to exit buses using the rear doors.
- HRT will continue extensive cleaning of all vehicles and facilities.
- The Tide light rail service will operate from 6 a.m. to 9 p.m. seven days a week. Trains will run 30 minutes apart. The last trains from Newtown Road and from EVMC/Fort Norfolk will depart at 8:45 p.m.
- Elizabeth River Ferry service will end at 9 p.m. Start times will not change.
- Paratransit service will continue normally.
- HRT encourages customers to check the full list of current routes.
- How do I contact the city jail about inmates tested positive for COVID-19?
- If the public has COVID-specific jail questions, call (757) 664-4793 or email the Sheriff’s office.
- Is COVID-19 a threat to Norfolk’s water supply?
- No. Norfolk Utilities’ multi-step treatment process includes filtration and disinfection. This process removes and kills viruses, including coronavirus, and bacteria.
- What city facilities are closed?
- All city-run buildings are closed to the public. This includes City Hall, recreational centers, libraries, Slover Library, MacArthur Memorial, Nauticus and the Virginia Zoo. All SevenVenues locations are also closed.
- Towing & Recovery is operating remotely, 24 hours a day Monday - Friday and 8 a.m. - midnight on weekends. Vehicles will be available for pick up by appointment only by calling 823-1093. Appointments are available:
- Monday - Friday: 8 a.m. - 5 p.m.
- Electronic recycling is available on Wednesdays, from 8 a.m. – noon. Hours will be expanded to Tuesdays - Thursdays, 8 a.m. – noon, starting on Tuesday, May 19 at the City’s Towing & Recovery (1188 A Lance Road, Norfolk VA 23502).
- Towing & Recovering will resume shredding services on Tuesday, May 19. Shredding services will be available on Tuesdays, Wednesdays and Thursdays 8 a.m. – noon. All customers are asked to wear a mask.
- Utilities customer service representatives will be working remotely. Contact agents via email at utwainq@norfolk.gov for essential service requests. If you need to report a water main break or sewer backup, call the emergency number at 823-1000.
- En medio de las inquietudes actuales sobre el virus COVID-19, y en apoyo de la permanencia en el hogar del gobernador Northam; El servicio al cliente del departamento de servicios publicos de la ciudad de Norfolk (Norfolk Utilities) ha suspendido las llamadas telefonicas y lo ayudara por correo electronico. Favor de comunicarse con los agentes de servicio al cliente por correo electronico a utwainq@norfolk.gov para solicitudes de servicios esenciales. Los agentes haran todo lo posible para agilizar las solicitudes esenciales lo mas pronto posible. Tenga en cuenta que nuestros recursos son limitados y puede experimentar retrasos. Si necesitas reportar un derrame de agua prinicipal o desperdicio, favor de llamar nuestro numero de emergencia 823-1000.
- Is the city closing parks, dog parks, playgrounds or boat ramps?
- All dog parks, Northside skate park, small neighborhood and school parks and picnic shelters are closed until further notice. The City is taking this unprecedented step to discourage gatherings in small, confined spaces in order to maintain the social distancing mandate.
- See a full list of CLOSED parks.
- See a full list of OPEN parks.
- All playgrounds, basketball and tennis courts are closed.
- Are beaches closed?
- The city is closing its beaches to all activities except fishing on the beach and exercise in compliance with Governor Northam’s Executive Order 55. Beach patrols will actively monitor beaches and ensure the public complies with the Governor’s mandate.
- I have books and materials due to the library during the closure. What should I do?
- All checked-out materials with due dates during the closure will receive an extension until further notice. Materials that are on hold will be available when normal operations resume. Books and materials can also be renewed online at www.norfolkpubliclibrary.org. All library book drops are open, if patrons would like to return their books.
- Is the SPSA transfer station still open?
- Effective Saturday, April 18, Norfolk residents can drop off bulk waste items at the Norfolk Transfer station located at3136 Woodland Avenue. Residents wishing to drop off bulk items can also take bulk items to the Suffolk transfer station located at #1 Bob Foeller Drive in Suffolk Monday – Friday 8 a.m. to 4 p.m. Residents dropping off bulk items are asked to observe social distancing guidelines at the transfer stations.
- Visit SPSA’s website for more information.
- Is the Community Services Board open?
- The CSB is continuing to provide essential operations. However, please don’t walk into a CSB facility unless you have an appointment, need to start services, or are in crisis.
- If you are already a CSB consumer, contact your care coordinator at the CSB if you don’t already have information about your appointments or need assistance.
- Need an intake or restart services or need to reach a provider? Call our main number at 756-5600.
- In crisis? Call 664-7690.
- Want to chat with a peer counselor? Call the warm line at 664-6683.
- I have questions about Norfolk Redevelopment and Housing Authority (NRHA).
- NRHA has established a telephone hotline for residents. Before calling (757) 314-4200, please refer to the online resident FAQs.
- All NRHA public meetings and programs are canceled. The common areas of the mid-rises are closed.
- No evictions related to rent will be pursued until further notice.
- Maintenance services are limited to emergencies only.
- All NRHA offices and buildings are closed to the public and most staff members until Monday, March 30 or further notice. Only staff members who are essential to the NRHA’s daily operations are required to report to work during this time.
- To communicate with NRHA, please call or email: 757-623-1111.
- What is the tax relief program the city is offering?
- Norfolk City Council approved a comprehensive tax relief program during their March 24 meeting that eases financial burdens during the coronavirus pandemic. The program will give taxpayers and business owners the option to delay payment on business taxes and personal property taxes.
- Tax revenue is important to the City of Norfolk to be able to provide much needed services, especially in this time of economic turmoil when services are in greater demand. Timely payments will assist the City to keep these vital services operational.
- Real Estate taxes: Due March 31, 2020 and June 5, 2020.
- Personal Property taxes: Due June 5, 2020.
- Business tax filings are due by the 20th of each month. Businesses must file monthly.
- If unable to pay by the due dates, no late fees will be assessed until August 2, 2020.
- Convenience fees for credit/debit cards and e-checks are waived until August 2, 2020.
- To avoid penalty, interest or convenience fees, payment must be received before August 2, 2020, no exceptions.
- My family needs food. Is the Foodbank available?
- The Foodbank is opening four food distribution sites and five food donation drop-off sites at YMCAs across the region. The Norfolk location for distribution is the YMCA located at 2901 Granby Street, Fridays (9 a.m. - 11 a.m.) and Tuesdays (5:30 p.m. - 7:30 p.m.). Meals will be served at the Granby YMCA on Fridays from 9 - 11 a.m.
- How do I apply for SNAP?
- Online: www.commonhelp.virginia.gov
- Phone: VDSS: 1-855-635-4370
- How do I apply for Medicaid?
- Online: www.commonhelp.virginia.gov
- Phone: 1-855-242-8282
- How do I reach other human services?
- Norfolk Child Abuse Hotline: 757-664-6022
- Adult Protective Services Reports or Screenings: 757-664-6123
- I need help supporting my family. What assistance is there?
- Families dealing with job loss or other impacts from COVID-19 may qualify for cash assistance through Diversionary Assistance or TANF-Emergency Assistance. TANF means Temporary Cash Assistance for Families with Minor Children. Diversionary Assistance provides one-time support for families not currently receiving TANF assistance. Emergency-TANF provides up to $500 in one-time assistance for families experiencing a disaster, including COVID-19. For qualification criteria and more information visit commonhelp.virginia.gov/ or call 1-855-635-4370.
- How do I turn in required documentation for Department of Human Services programs (SNAP, TANF, Energy Assistance, Senior Real Estate Tax Relief, Emergency Water Assistance, General Relief Burial, Unattached Child and Child Care)?
- Mail or drop off documents (9 a.m. – 4 p.m.): Norfolk Department of Human Services, Workforce Development Center, 201 E. Little Creek Road, Norfolk VA 23505
- I’m trying to support local restaurants by ordering pick-up/takeout. Do I have to pay to park?
- Thank you for supporting local businesses during this time. Enjoy one hour free parking at all metered spaces in Downtown, Ghent and ODU.
- I own a local business. What resources are available to help me right now?
- Find resources from Norfolk Economic Development. For more information, call 757-664-4338
- Norfolk’s COVID-19 Business/Organization Status Map tracks business hours and offerings during coronavirus status alterations: https://arcg.is/1WKLLj.
- Complete the easy survey with your information such as status and hours and offers such as to-go or curbside service: https://arcg.is/1KraSm.
- I’m a City of Norfolk retiree and have questions about benefits. What should I do?
- While city offices are closed due to the coronavirus threat, email questions and concerns about retirement and benefits to: retirement@norfolk.gov. Please allow 48 hours for an email response, as staff members are working offsite.
- There have been no changes to retirement payments. They will be made at the end of the month, as usual.
- I have nowhere to live. Are there any resources being provided?
- For Hampton Roads residents in need of shelter, case management and related services, and connections to community resources: 757-587-4202, Monday through Friday, from 8 a.m. to 7 p.m.
- How should I report non-violent incidents to Norfolk Police Department?
- To reduce patrol officers’ risk of exposure to coronavirus, please report non-violent incidents, such as property damage, stolen property, harassment, thefts and shoplifting. To use the online reporting system, go to: http://bit.ly/NorfolkPoliceOnlineReporting
- What online activities does Norfolk Public Library offer?
- Access NPL’s digital collection, online learning resources and genealogy resources. Enjoy online book clubs, challenges, contests, and more from Slover Library. Check the online calendar and social media channels for new activities every week.
- How do I reach the City’s Parking Office?
- The customer service center on Main Street is closed. You may contact the Parking Division at 757-664-6510 or email at monthlyparking@norfolk.gov.
- City of Norfolk Tenant?
- For general inquiries, you may contact the Office of Real Estate via email or by calling 757-664-4675. In the event of an emergency, please contact 757-419-8123. A member of the Real Estate team will return your message as soon as possible.
- How do I file or review a building permit?
- To start the process for:
- A plumbing, mechanical or electrical permit, go online at: norfolkvapermits.force.com. These permits will be issued through this online portal.
- For residential and small commercial building permits, email PlanReviewPermits@norfolk.gov.
- Plans that were already submitted are being reviewed. Expect delays for some commercial and residential building permits, depending on complexity and the availability of staff members that must review them.
- Submit large commercial plans through the City of Norfolk’s FTP site.
- Phone responses at the permits office (the Development Services Center, 757-664-6565) will be delayed, so residents and builders are encouraged to use the email or online options.
- Development Services Center will continue to conduct limited plan review by digital submittals and from the online portal only.
- In-person inspections are not available. Planning staff will review inspections remotely using photos, video conferencing, video clips or windshield surveys. Third-party inspections will be accepted. Coronavirus Inspections Protocols.
- To start the process for:
- Will I still receive a fee for an expired permit?
- During this time, the Building Department will waive the $50 fee for all expired permits issued from March 16, 2020 through the time of this pandemic event if work was ceased due to the Governor’s mandate. All inquires will be handled on a case-by-case basis.
- How do I obtain a Right of Way, Lane Closure, Temporary Parking, Portable Storage, Driveway, and/or Hauling permit?
- Register, apply, pay, and print online at PermitCity: https://citizen.norfolk.permitcity.com
- Right of Way Inspectors will continue to inspect work zones, construction activity, and address certain safety related code infractions. The Inspector’s name and cell number are on the permit or notice of violation. More information: https://www.norfolk.gov/362/Permit-Applications-Forms
- How can I get an address for my new developments, parcels, subdivision, lots?
- Attach building permit application form (PDF), with the approved site plan # and email to Dave Vachet. Questions, call 757-664-4671.
- I need to make payments to the City Treasurer or Commissioner of Revenue. How do I do that?
- Access the online customer service portal at https://eservices.norfolk.gov/ or mail payments: Norfolk City Treasurer, PO Box 3215, Norfolk, VA 23514-3215
- City Treasurer: 1-855-766-3030.
- Commissioner of Revenue: CORWEBINQ@norfolk.gov
- What are the deadlines for city taxes?
- Norfolk City Council approved a comprehensive tax relief program during their March 24 meeting that eases financial burdens during the coronavirus pandemic. The program will give taxpayers and business owners the option to delay payment on business taxes and personal property taxes.
- State Code requires that all localities issue tax bills prior to the due dates as set forth by City Code. Email or call 757-664-7800 with questions. We have a limited number of staff in the office. It may take 24 to 48 hours to respond to your email or call.
- I have questions about my assessment. Who do I contact?
- For questions about your assessment, email the Commissioner of the Revenue. For the fastest service: include NAME, ACCOUNT #, ADDRESS
- Will there be Car Tax Days?
- The Commissioner of the Revenue Car Tax Relief Days at Lakewood Park and the Southside Aquatic Center are canceled. To request a reassessment due to high mileage, send a copy or picture of your state inspection notice, name and account number on your bill to the Commissioner of the Revenue.
- How can I access deed and plat information?
- Land records for the City of Norfolk are housed at the Norfolk Circuit Court Register of Deeds office.
- Both deeds and plats are accessible online.
- Tax card data is available through the City Assessor’s GIS tax map NorfolkAir