311, Denver’s primary source for information about City services, today launched its auxiliary call center to manage the increased call volume prior to the primary election and to prevent delays for residents seeking assistance on election-related inquiries, it was announced by 311 Customer Care Relations Director Mike Major.
"As the primary election draws near, the number of calls regarding polling stations, registration status, early voting locations and the questions on the ballot increases substantially," said Major. "By setting up an auxiliary center, 311 can continue uninterrupted with what we do every day: taking to residents about anything from recycling or road maintenance to building permits or rec center schedules."
From today until Aug. 12, a recorded message first asks a caller whether information is needed about City services or about the election to route the question to the proper center. The call center will be staffed with as many as 31 operators, with the number increasing in conjunction with the expected increase in call volume Aug. 8, 11 and 12. During those three days, Major estimates that the call center will receive from 4,000-6,000 calls a day, according to previous years’ data.
Much like polling judges, on-call operators will temporarily join the 311 workforce, putting in anywhere from 44-50 hours.
On Aug. 13, the day after the primary, the auxiliary call center will switch from a resource for the election to The DNC Hotline, an information source for the Democratic National Convention. Callers will again be greeting by a recorded message – but this time asking whether they need assistance regarding City services or the convention.
An all-volunteer staff will work The DNC Hotline from 7 a.m. to 11 p.m. until Aug. 29, when 311 will return to normal operations.
The Denver 311 Customer Service Center is a comprehensive one-stop resource for anyone seeking information or help regarding services provided by the City and County of Denver. With the mission to improve customer service and improve safety (helping alleviate non-emergency calls from 911), 311 establishes a perfect foundation for Denver City government to continually improve. Using 311 in Denver will allow access to City services – no more sorting through more than 800 Denver listings in the phonebook. The 311 system has three objectives: better customer service, greater efficiency and fewer non-emergency calls to 911.