Ashland approves 24/7 call-answering service for utility emergencies and customer calls

The Ashland Board of Commissioners approved a first-reading ordinance authorizing an annual service agreement with CMR Incorporated DBA Call Management Resources to provide 24/7 live-call answering for utility emergencies and customer-service questions.

Why it matters: The service is intended to ensure residents and utility customers can reach a live person outside regular business hours and to centralize incoming numbers for emergencies and billing inquiries.

Staff explained the contractor will field calls when plant operators are not available — for example, while operators are performing treatment duties — and will be trained with frequently asked questions and response protocols. The initial contract amount approved was $8,704.80. Officials said the service will start with emergency calls for water and sewer and customer-service lines and could be expanded citywide to other services, such as reporting downed trees.

A staff member compared the training of the contractor’s agents to “training a new employee,” saying the city expects to refine responses during the first year and that the contractor offers packages that can be adjusted.

Discussion vs. decision: The commission approved the ordinance and authorized the agreement; training and implementation details remain for staff to manage.

Next steps: Staff and the vendor will meet to train operators and adjust scripts; the city intends to publish the consolidated emergency number and expand services in the future.