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City Communications Office

City of Kansas City, Mo.

www.kcmo.org

CONTACT: Mary Charles, city communications officer, (816) 513-1356

FOR IMMEDIATE RELEASE: Nov. 25, 2009

City 3-1-1 Action Center hours to change beginning Dec. 7

The City of Kansas City, Mo., 3-1-1 Action Center will reduce its hours next month to increase efficiency in answering calls and better serve customers during call volume peak hours.

Beginning Dec. 7, the 3-1-1 Action Center will be open from 7 a.m. to 7 p.m., Monday through Friday. The 3-1-1 Action Center’s current hours are from 7 a.m. to 8 p.m., Monday through Friday; and 8 a.m. to 5 p.m., Saturday and Sunday.

”What we want to do is maximize the efficiency and the effectiveness of our available resources,” said Troy Schulte, acting city manager. “The advantages of retooling the 3-1-1 Action Center hours include reducing the call abandonment rate during peak hours and reducing the required overtime needed to staff the additional evening and weekend hours.” Schulte said it is anticipated that the reduction in overtime would provide resources to fund some additional part-time staff to work during peak hours, which are Monday through Friday, from 10 a.m. to 2 p.m.

The 3-1-1 Action Center had been gradually increasing its hours since 2007, as overall call volume increased significantly. However, call volume is approximately five times higher Monday through Friday than on weekends, according to data provided by the 3-1-1 Action Center staff.

Residents will still be able to leave voice mail messages on the 3-1-1 phone system that will be handled the next business day, or they may file requests for services online anytime at www.kcmo.org.

In addition, callers to 3-1-1 after business hours will continue to have the option to immediately report a non-public safety emergency involving City services, such as a water main break or a hazardous situation on a City street. These calls will continue to be handled by the City’s Water Services Department dispatch, which will contact the correct City personnel to manage the situation. Callers that need to report a life-threatening public safety emergency should call 9-1-1.

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