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County outlines 3-1-1 contact-center gains, asks for patience as storm recovery keeps volumes high
Summary
Sarasota County communications staff and 3-1-1 managers presented 2024 operational results and ongoing improvements to staffing, quality assurance and technology to reduce wait times. Call volumes rose sharply during recent storms and initiatives; the county plans expanded locations and staffing.
Sarasota County communications staff and 3-1-1 managers told commissioners on April 23 that the county—s single contact center handled near 297,000 calls in 2024 and is focusing on staffing, training and technology to improve service levels and lower wait times.
Jamie Carson, director of communications, and Tim Mushee, 3-1-1 manager, presented an overview of the contact center—s operations, noting the center operates from the county Emergency Operations Center and is designed for first-call resolution. Carson said the center—s staff are "individuals…
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