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City consolidates 3‑1‑1 and water customer service into central services fund; cross‑training, capacity limits noted
Summary
Council heard that 3‑1‑1 absorbed 107 water customer service staff and was moved into the central services revolving fund; Director Tina Paez said cross‑training and new performance measures are planned but filling critical frontline vacancies will take months.
Director Tina Paez told the council that the city consolidated its 3‑1‑1 call center and the Public Works water customer service call center into a single unit budgeted in the central services revolving fund, and that the move will shift roughly $6.8 million of general fund costs out of the general fund for FY‑26.
"The consolidation of 3‑1‑1 and the Public Works Water Customer Service Call Center…3‑1‑1 absorbed 107 employees into its organization from Public Works," Paez said during the presentation. The consolidated 3‑1‑1 budget includes the 175.9 full‑time equivalents added from the water customer…
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