New 311 center improves communication across the Hub City
JACKSON, Tenn. — Finding the solution to problems just became easier right here in the Hub City.
The City of Jackson shares the improvement and growth of their 3-1-1 call center.
Jackson City Mayor, Scott Conger, shares that this center was inspired by Dyersburg and believed that this would be important for the Hub City.
“One of the first things we implemented was a 3-1-1 line here. We had to get contracts with all of our service providers and cell phone providers in the area that they could route those 3-1-1 calls to our number. And so if you have a cell phone and you’re in the city of Jackson and you dial 3-1-1 it’s going to bring you here,” said Mayor Conger.
This call center was made possible by workers who served positions in different city departments.
Their knowledge helps with finding the correct department.
“They’ve all worked in the street department and health and sanitation so 9 times out of 10 if you call one of those departments. You’ve talked to them already anyway. And so they know how to handle people. No one’s calling 3-1-1 and no one’s calling the city to Say ‘Hello’,” said Mayor Conger.
This system also helps with phone calls having a solution and less miscommunication.
“Getting bounced around, is another thing so if someone calls our street department and they have an h and s situation. Then they’re getting bounced around. Then they’re going to codes or bouncing back and forth. So here, you’re talking to one person they’re not getting transferred and they’re getting this issue taken care of,” said Mayor Conger.
Conger also shares that this helps his team with budgeting and knowing what the city needs.
“Instead of just patching a hole, we can come out and do a more extensive job too. We can look at that data on the complaints and how many times we had that filled. And helps us just throughout the year budgeting as well,” said Mayor Conger.
March 1st of 2024 was the first day the 3-1-1 center was launched, and has already made over six thousand calls in the last month.
Conger mentioned that the majority of the calls this far has been directed towards waste management, with residents who are adjusting to the new trash pick up schedule.
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