De La Rosa asks about 311 headcount for call center, website, and app
Chair asks about current headcount. Morrisroe says there are 248 budgeted call center representatives, no dedicated CCRs for the website, and app support is shared across OTI teams; he will follow up with estimates.
But what is the present headcount for 311?
The budgeted headcount is 248 call center representatives.
We use the term CCR, and that's the folks who are on the front line answering calls.
So those are the call center operators, 248.
248, yes.
And how many work on the 311 website?
We don't have any call center representatives on the 311 website.
It's actually supported by folks at 311 as well as the broader OTI team.
Okay, and about how many?
That's a good question.
I would have to come back and come up with a figure because it's a work that's done by different people and it's piece part work.
So I don't have a single answer for that, but it's something we could estimate for you.
Okay.
If you could come back to us, that would be great.
And what about on the 311 mobile app?
That would be similar to the website where there's a group of folks both on the, we call it the business side, right, the three-on-one side as well as the application side.
We had a number of 10 people, but we're not sure if that's accurate.
We can check that.
Okay.