City of South Fulton begins citywide customer‑service training; 311 hours, 311 number clarified

City officials on Oct. 14 briefed Mayor and Council on a new, mandatory citywide customer‑service and professionalism training that city staff described as an interactive, full‑day session required for all employees.

Yolanda Hyman, director of Community Relations and Services (CRS), introduced the program and her team. "The training has been mandated for all city employees. It's full day interactive," Hyman said during the 4 p.m. work session presentation. CRS and Human Resources co‑facilitate training that covers internal and external customer service, de‑escalation, workplace professionalism and five "pillars of service excellence": respect, responsiveness, clarity, empathy and follow‑through.

Hyman told council the training had begun in August with pilot sessions in August, September and Oct. 7, and will run more frequently in 2026 to reach all staff. She said the program will be incorporated into onboarding for new employees to ensure consistent expectations.

311 and staffing hours

Councilmembers pressed for details on how residents will access 311 and how the city will manage public expectations. Hyman said the city's customer service phone number is (470) 552‑4311 and confirmed the call center is staffed Monday through Friday, 8:30 a.m. to 5:00 p.m., and is closed on city holidays. "Our business hours are 08:30AM to 05:00PM. That number is not staffed 24 hours a day," she said.

Council members asked about department‑specific training variations for public safety and parks; Hyman said sessions will be tailored as needed and that public safety and parks departments will receive special scheduling accommodations. She also said the training includes de‑escalation techniques and suggested opportunities for secret‑shopping and post‑training evaluation through resident surveys and performance reviews.

Context and next steps

Hyman said staff will present training schedules beginning Jan. 2026 and coordinate with department heads to ensure broad participation. Councilmembers suggested expanded community outreach on how residents can use the 311 system and recommended the clerk consider housing long‑running programs such as a citizen university to educate residents about city services and reporting tools.

Ending

Staff said they will provide more detailed plans on evaluation metrics, scheduling, and how the training will be integrated into onboarding so council and the public can track results.