QUESTION
What protocols does 311 have for high call volume emergencies?
1:41:48
·
175 sec
The deputy commissioner explains that 311 has an evolved high call volume protocol, where real-time information on the topic is provided through automated announcements callers hear within 30 seconds to 1 minute.
- The protocol captures all communication channels but focuses on the phone line first.
- It aims to provide callers with the information they need about the city's status during the emergency situation.
- Additional steps like increased staffing are also part of the high call volume protocol.
- The protocol has been refined over years of experience with emergencies like transit strikes, blackouts, hurricanes, and the pandemic.
Vickie Paladino
1:41:48
What is the protocol that 311 has?
1:41:52
And golf a bit of an emergency.
Joe Morrisroe
1:41:54
Great.
1:41:55
Thank you for that question.
1:41:56
I do appreciate it.
1:41:57
We had referenced a little earlier what we called the high call volume protocol.
1:42:01
It's something that 301 has really evolved and honed over the last several years, going back at least 10 years from the beginning of 311.
1:42:08
Council member Brewer referenced that earlier.
1:42:11
Was met with a transit strike and a blackout within its 1st couple of years.
1:42:15
Over the years, we've dealt with hurricane Irene, hurricane Sandy, we've dealt with the pandemic.
1:42:21
So we have a high call volume protocol that captures first all channels, but I'll speak specifically to the calls the phone channel first.
1:42:28
First and foremost, it's information.
1:42:30
We found that most people need real time information on the topic at hand.
1:42:35
Our telephone system allows us to provide automated announcements messaging on that particular topic.
1:42:42
And the majority of customers get that information consume it, understand it within 30 seconds to 1 minute of calling.
1:42:49
That's our number one act for high pro high call volume situations.
1:42:53
What's the issue?
1:42:54
What's the city status?
1:42:55
What's the information the public needs to know?
1:42:58
We have a number of other steps that go into high call volume.
1:43:01
Everything from staffing to how But
Vickie Paladino
1:43:02
there's no separate number that in case of an emergency, please call.
1:43:07
Okay?
1:43:08
Now in golf a bit of an emergency.
1:43:11
You're gonna have out of 9,000,000 people living here.
1:43:14
You're gonna have about 3 to 4,000,000 calls in probably 2 hours time and hours time.
1:43:20
I know my office will probably get about a 1000, and that's no joke.
1:43:24
And I just wanna know.
1:43:26
It doesn't sound like you guys are really set up at all for an emergency.
1:43:31
You're having time and you're having trouble enough just keeping up with our everyday issues, dealing with our everyday agencies.
1:43:38
I just wanna veer off a second to what my colleague mentioned about the 2 minute 35 second wait time.
1:43:46
Now, you could call Walgreens and everybody knows this.
1:43:49
Right?
1:43:50
Call Walgreens and we could just press 0 to get to the necessary operator of I want DEP.
1:43:57
Press this.
1:43:58
If I it should we shouldn't be listening to 2 minutes 35 seconds of of nonsense.
1:44:05
We should be able to.
1:44:06
And that what that does in essence is that deters people from making the call.
1:44:12
People don't wanna call and listen to music or listen to nonsense.
1:44:16
They just want their questions handled.
1:44:19
They wanna know simple questions.
1:44:22
And it's it's just ridiculous.
1:44:24
So there's a lot of things that 311 could really knuckle down to.
1:44:29
I appreciate the fact that you have a website.
1:44:31
I don't know anybody who uses it.
1:44:34
I appreciate the fact that you have this text messaging that people could use.
1:44:40
Again, nobody I know is using it.
