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

Español

Below are answers to frequently asked questions during the City of Norfolk’s closure.

  1. General
  2. Closures
  3. Resources
  4. Permits & Payments
  • 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
  • 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 HOURS at the Norfolk Transfer Station. The Norfolk Transfer Station will be open for residents Tuesdays and Saturdays, 8 a.m. – 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.

  • Will my street be swept?
    • Street sweeping will resume the week of July 14. Vehicles must be moved in accordance with parking enforcement signs and posted neighborhood schedules. Parking Enforcement will issue citations for illegally parked cars. Street sweeping schedules.
    • 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.
  • Will property maintenance inspections still take place?
    • No property maintenance inspections will be conducted on-site, except in cases of health and safety emergencies. 
  • Are all Recreation, Parks and Open Space (RPOS) programs, after/before care and fee-based classes are cancelled for the summer?
    • To ensure the health and safety of all participants, all summer programs, after/before care and fee-based classes have been cancelled due to Covid-19.  Check the RPOS webpage for updates on future programming. 
  • 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?
  • 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?
    • Out of an abundance of caution, all City of Norfolk facilities, including SevenVenues, are closed until further notice. All city-managed events are canceled during this time. This decision to modify city operations follows the Governor Northam’s emergency declaration and the ongoing uncertainty around COVID-19.
    • As events cancel or postpone, SevenVenues will communicate those changes to customers directly by e-mail, social media and on this page. If you do not see your event listed, 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.
      • The Scope Arena box office will reopen on Monday, July 6. The box office will be open Mondays, Wednesdays, and Fridays from 10am - 2pm. All refunds/exchanges for tickets purchased at the box office can be addressed at this time. Please provide your original ticket. Refunds will be provided using the original form of payment. For the safety of our patrons and employees we ask you to please maintain social distancing while in the box office. Face masks are recommended.
    • For ticketing questions, email groupsales@sevenvenues.com.
    • For all other questions, email info@sevenvenues.com.
    • If you need assistance with an Expressive Activity or Open Air event permit, please call 757.664.6880.
  • How are SevenVenues event permits being handled?
    • In accordance with the Governor’s Executive Order for Phase 3, SevenVenues is accepting applications for event permits for events that can comply with the restrictions on capacity, physical distancing and enhanced disinfection protocols provided for in Phase 3. 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 are being accepted provisionally and are subject to additional restrictions, including cancellation, with future City and State directives.  Event organizers must be prepared to submit a COVID Mitigation and Emergency Plan with their normal permit application.  Please contact SevenVenues for more information.  
  • Have Norfolk cemetery operations changed?
    • NO WALK-IN SERVICES. 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. Hours: 9:00 am-3:30 pm, Mon.-Fri.
    • In support of social distancing and a limited workforce please observe a maximum 30 minute graveside/committal service.
    • To align with the governor’s Phase Three directives for social distancing:
      • UPDATE: Effective midnight 7/31/20. To align with the governor’s new restrictions for social distancing:
      • 50 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.
      • Only 3 chairs will be put out for services until further notice. Chairs encourage people to sit shoulder to shoulder which does not allow for six feet of social distancing. 
    • Mail all contract installment payments (for all cemeteries) to Forest Lawn Cemetery at 8100 Granby St. Norfolk, VA 23505.
    • Mowing on a 12-14 day cycle, weather permitting. String trimming work has been temporarily reduced due to staff shortages.
    • Check back daily for updates.
  • How many cases of COVID-19/Coronavirus have been reported?
  • 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?
    • Hampton Roads Transit will resume normal bus and light rail service starting Sunday, June 14, but important efforts to combat the spread of COVID-19 will continue.
    • Select seats on buses and light rail trains will continue to remain off limits for customers for the foreseeable future to encourage social distancing.
    • In accordance with recommendations from the Virginia Department of Health, HRT will require customers aged 10 or older to wear a face covering when entering, exiting, traveling through, or occupying public transit centers and vehicles. A scarf, a bandana, or a more formal medical-type mask are all acceptable.
    • Service on the Elizabeth River Ferry will remain on a winter schedule in response to sharp declines in boardings, the on-going temporary closure of Waterside District, and the suspension of Harborfest 2020.
    • Fare collection for all services will remain suspended. Customers are encouraged to continue boarding and alighting buses from the rear, while customers who need assistance, such as those who use wheelchairs, can still use the front of the bus. 
    • HRT will begin collecting fares again on July 1. All customers are encouraged to use transit for essential purposes only.
    • Paratransit services will operate as normal.
    • In response to the growing pandemic, HRT implemented an Essential Service Plan on March 31 that provided a limited number of bus routes to serve major activity centers on the north and south sides. All routes were operating on 60-minute headways.
    • In addition, extensive cleaning efforts were undertaken to keep transit vehicles and other public spaces clean. Those efforts will continue.
    • For more information on transit services visit gohrt.com.
  • How do I contact the city jail about inmates tested positive for COVID-19?
  • 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.