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311 supervisor details hours, app upgrade and limits of call tracking
Summary
Linda Chase, 311 supervisor, told the committee that 311 operates daily 7 AM–11 PM, that calls are logged in govQA, that on-call numbers route after hours, and that a new app is planned but will pass limited updates to field officers.
Linda Chase, who identified herself as the supervisor for 311, gave a detailed briefing on the call center’s operations, hours and limitations. "My name is Linda Chase, and I'm the supervisor for 3 1 1," she said, and explained the center is staffed from Monday through Sunday, 7 AM to 11 PM, with on-call arrangements after 5 PM for departments including animal control and solid waste. She said every call is logged into the govQA system and that callers should provide precise addresses for faster officer responses.
Chase also described an upcoming app/system upgrade to allow callers to submit reports and see limited status updates; she cautioned that 311’s role is intake and assignment and that the center does not always receive follow-up information after it forwards reports to field officers. Chase said call takers aim to answer calls within two minutes and described staffing patterns and the practical limits when large incidents saturate the system.
