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CityLink implements efficiency changes

CityLink implements efficiency changes
July 24
00:00 2014
(pictured above:  Shantell Davis is the director of CityLink.)

CityLink, the city’s 24-hour citizen-service line, has implemented new center hours and a more efficient staffing plan designed to reduce caller wait times while still giving citizens access to emergency services 24 hours a day.

Under the new plan, all CityLink agents will be assigned to shifts between 7 a.m. and 7 p.m. weekdays, and 9 a.m. to 5:30 p.m. weekends. Outside of those hours callers will have the option to use email, the city website and the CityLink 311 mobile application for routine services, or have their non-911 emergency request forwarded to on-call staff with the appropriate department, said Shantell Davis, the CityLink director.

All police, fire and medical emergencies will be handled 24 hours a day by the 911 system.
“The new staffing plan allows us to put more agents on duty during peak call times,” Davis said, “while still providing 24-hour service for non-911 emergencies such as water main breaks, downed trees in the roadway and traffic lights that are out.”

CityLink agents will work from 7 a.m. to 7 p.m. on all holidays except New Year’s Day, Thanksgiving Day, and Christmas Day. Calls on those three holidays will be handled like after-hours calls, with non-911 emergencies forwarded to the appropriate on-call personnel.

Citizens will still have access to the city’s automated payment system over the telephone 24 hours a day by calling CityLink, and citizens can still request CityLink information or services by email, the city website and the CityLink 311 mobile application 24 hours a day. Those requests will be processed when CityLink agents return to duty.

CityLink is available by calling 311 or 727-8000, or by e-mail to citylink@nullcityofws.org.

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