De La Rosa asks about emergency transfers from 311 to 911
Chair asks whether emergency calls to 311 are automatically routed to 911. Morrisroe says training reinforces hot transfers to 911 when there is any suggestion of emergency, with the mantra 'when in doubt, route,' and contracted vendors follow the same protocol.
And then if someone calls 311 instead of calling 911, are they automatically routed over to 911 if it's an emergency?
I do appreciate that question.
That's one of the things that we
From day one of training, that's one of the things that's reinforced to everyone in the call center.
So it does happen.
Someone could call 311 not knowingly or just choosing to call 311.
In short order, we train and reinforce and reinforce to, if any suggestion of an emergency, any suggestion of anything dangerous, threat, incident.
Transfer to 911.
We actually call it a hot transfer because all they do is hit a button and then the 911 operator comes on.
So our approach is get that to the expert, get that to 911, let them make the determination if it's an emergency or not.
Within the call center, we have a jargon, but it serves the purpose.
When in doubt, route.
So make sure that 311 agent is not making that determination.
The professional at 911 is making that determination.
And I'm assuming that your training for the call center staff is robust in that.
In that area?
Yes, it is.
The training itself is very robust.
And then even our contracted vendors follow the same protocol.
But it is something that is reinforced.
As I said, I think literally day one of training, if not day one, day two, because it's so important.