Mayor Jerry Abramson congratulated employees at MetroCall this morning after calltakers answered the service’s 3 millionth phone call. MetroCall is an award-winning centralized city information center, answering questions 24 hours a day, seven days a week. The 3 millionth call was received Monday morning.
“MetroCall has set the standard for customer service since 1989,” said Mayor Jerry Abramson. “We were among the first cities in the country to open a one-stop government information center, and our MetroCall team continues to be an important connection for information and accountability for our citizens.”
Residents may call MetroCall to get information, make suggestions or register complaints. Most calls are for general information about services such as junk disposal. MetroCall employees answer about 700 calls a day.
“The system tracks each call and sends a report to the appropriate city department, which ensures the caller’s needs are met,” Abramson said. “It holds us accountable to our citizens and ultimately improves the efficiency of our government.”
Originally named CityCall, the center opened in 1989 with seven customer service representatives answering calls Monday through Friday during regular business hours. After merger in 2003, MetroCall grew to 13 representatives and began a partnership with the Metropolitan Sewer District’s call center. MSD staffers answer the MetroCall line in the evening, on weekends and holidays, making the service available around the clock. Since merger, MSD calltakers have answered 175,000 calls to 311.
MetroCall has served as a clearinghouse for non-emergency information during times of crisis. For example, calltakers took requests for housing and donations for families in Louisville displaced by Hurricane Katrina in 2005. MetroCall also provided information
during the severe winter storms of 1994 and 1996, as well as the flood of 1997. The centralized, non-emergency phone number allowed city employees to disseminate information without jamming 911 lines.
“When you call MetroCall, you talk to a real, live person who will work immediately to answer your question,” said MetroCall director Marilyn Givan. “Many of our employees have been answering the phones for a decade or more, and they know this city inside and out. They know how to find the information quickly and get it to the citizens right away.”
MetroCall continues to adapt to the changing needs of the community. In addition to dialing 311 or 574-5000, citizens can also contact MetroCall by e-mail at firstname.lastname@example.org or chat live online at www.louisvilleky.gov/metrocall.
Top three requests to MetroCall 311 for information:
1. How to properly dispose of large junk items, paint and hazardous materials.
2. Court system inquiries such as jury duty information, phone numbers, or directions.
3. Non-emergency police calls such as how to find a car that has been impounded.
Top three requests to MetroCall 311 for service:
1. Poor private property maintenance, including high weeds, trash, or junk in yards.
2. Abandoned vehicles
3. Obstructions to the right-of-way, such as trees, limbs or bushes hiding road signs or debris in the roadway.