automated system that will route calls to the appropriate agencies
available for service delivery. Charmeck 311 will reduce a portion of
its 24/7 operations. As part of the change, 311 customer service
representatives will receive citizen calls for service between 7 am
and 8 pm daily including weekends. After 8 p.m., callers will continue
to access non-emergency local services such as:
Utilities (water main breaks, sewer issues and other non-billing
related services)
Non-emergency crime reporting and animal control services (available
until 1 a.m. and online 24-hours-a-day)
Online services are available 24/7 at www.charmeck.org. The reduction
in hours was part of the FY2011 budget approved June 7 by the
Charlotte City Council. The reductions are based on recommendations
made by City Manager Curt Walton, as part of an effort throughout city
departments to identify opportunities to reduce department operating
budgets without affecting service delivery. As approved, the
reductions to 311 eliminate service between the hours of 8 p.m. to 7
a.m., the time period when the call volume is the lowest. Customer
representatives have been reassigned to the operating hours to enhance
service delivery during highest call volume periods.
No personnel were affected by the change in service hours. Seven agent
positions and a supervisor were reassigned to work during the hours of
8 a.m. to 7 p.m.
