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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 that live, work, and play in our community," and described plans to expand operations to a second location to support growth.
Mushee outlined four operational priorities: convenience, efficiency, service level and first-time resolution. He said the center logged just under 297,000 phone calls, roughly 33,000 emails and additional contacts through the county app and social media in 2024. Public utilities, planning and development services, solid waste, and public works were the top service areas routed through 3-1-1, Mushee said.
The presenters reviewed performance benchmarks and how storms affected service. The county reached about a 54-second average speed of answer in early 2024, Mushee said, with service-level drops to about two minutes during peak storm periods; abandonment rates rose toward industry benchmarks during those spikes. The team uses quality-assurance reviews, customer surveys and new monitoring technology to track performance; Mushee said staff reached roughly a 77% net promoter score and that the county contacts respondents who leave negative comments to seek improvement.
Commissioners thanked staff and asked about cross-training and surge staffing during emergencies. Mushee said the county trains employees from multiple departments, including parks, libraries and communications staff, to serve in the contact center during activations. Commissioners praised the customer-service focus and the apparent performance gains since consolidating contacts into a single center.
The presentation concluded with information on how residents can reach 3-1-1: by dialing (311) 861-5000, the county web portal, email, the county—s app or social media.
