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Memphis’ 311 call center gives look behind the scenes

By Updated: March 11, 2019 6:53 PM CT | Published: March 11, 2019 3:48 PM CT
<strong>Candice Grose (left), who works in engagement and branding for the City of Memphis, talks with 311 call center supervisor Carolyn Malone (right), on Monday, March 11, at the annual <span>&ldquo;</span>311 Day.<span>&rdquo;</span> The event was hosted in the call center at City Hall to promote the service that handles problems for citizens daily.</strong> (Houston Cofield/Daily Memphian)

Candice Grose (left), who works in engagement and branding for the City of Memphis, talks with 311 call center supervisor Carolyn Malone (right), on Monday, March 11, at the annual 311 Day. The event was hosted in the call center at City Hall to promote the service that handles problems for citizens daily. (Houston Cofield/Daily Memphian)

Monday was “311 Day” at City Hall, and the city’s 311 operation and call center was open to the media to draw awareness to the call and app service, which fields requests for and complaints about non-emergency and public-safety city services.

Memphis Mayor Jim Strickland put on a headset at the center Monday and answered the line, introducing himself to callers simply as Jim.

In addition to answering calls, the center responds to requests from the city’s 311 app, which is available for iOS and Android devices.

The 311 service has been ground zero for the administration’s pothole campaign. The city reported Monday that since Jan. 1, city crews have filled 26,260 potholes. The city also is directing calls for pothole repairs on streets that are state routes or highways to a state hotline.

Topics

311 Jim Strickland
Bill Dries

Bill Dries

Bill Dries covers city government and politics. He is a native Memphian and has been a reporter for more than 40 years.


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