§ 23-302 High call volume protocol.
AC § 23-302
a. No later than September 30, 2011, the 311 customer service center shall implement a protocol for responding to high call volume. Such protocol shall include, but not be limited to, (i) a system to efficiently and effectively answer, direct and track all calls; (ii) increased utilization of automated telephone messages, short message services, social media, email alerts, and the city's website to disseminate information and to reduce non-critical information requests; (iii) a plan to ensure adequate staffing both in anticipation of, and in response to, high call volume incidents; and (iv) a virtual queue system that provides an estimated wait time to callers when the estimated wait time is more than 60 seconds. b. A copy of such protocol shall be provided to the council. (Am. L.L. 2024/072, 6/22/2024, eff. 6/30/2025)
