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Sarasota County highlights 311 contact center gains, seeks staffing and technology improvements
Summary
County communications staff told the Board of County Commissioners that the 311 contact center handled roughly 297,000 calls in 2024, improved several service metrics after reorganizing into one contact center, and is working on staffing, QA and technology enhancements to reduce current wait times.
Sarasota County officials on April 23 told the Board of County Commissioners that the county’s 311 contact center has improved several performance benchmarks since it was consolidated under the communications office, but remains under pressure from storm‑driven call spikes and new programs.
Jamie Carson, director of communications, introduced the presentation and said the 311 team operates from the county’s emergency operations center and aims to provide "first call resolution." Tim Mushee, the county’s 311 manager, told the board the center’s priorities are “convenience, efficiency, service level and first‑time resolution.”
Mushee presented…
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