The City of Evanston is developing a non-emergency 3-1-1 call center to begin operations next March. It’s seeking full- and part-time workers to staff the call center and will be taking applications online until Oct. 7.

Evanston residents are encouraged to apply for the jobs.

The City of Evanston is developing a non-emergency 3-1-1 call center to begin operations next March. It’s seeking full- and part-time workers to staff the call center and will be taking applications online until Oct. 7.

Evanston residents are encouraged to apply for the jobs.

These positions will provide first-line non-emergency response to citizens requesting city information or services. Using a variety of computerized systems to answer questions, employees will provide accurate information, generate reports and maintain records; explain and interpret general departmental policies to inquirers on the phone; and provide support services to field units.

Employees need excellent communication skills to determine the appropriate response to a call in addition to being tactful yet firm in enforcing appropriate departmental policies and procedures.

Employees must possess excellent customer services skills and appropriate telephone etiquette. These positions work permanent shifts, with rotating days off; employees will be required to wear a uniform; and may be subject to voluntary and mandatory overtime as required by the supervisor.

The City will offer four tutorial sessions at 10 a.m., 11 a.m., 2 p.m. and 3 p.m. for these positions on Oct. 8, just before two testing periods set up for qualified applicants on Oct. 11 and 12.

More information and an application form are available online.

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4 Comments

  1.  Do we need to spend money we

     Do we need to spend money we do not have on something we do not need. The city is laying off people at an alarming rate; and yet the city is willing to spend one or two hundred thousand to start-up the 311 center. The city should get their priorities straight, work for the citizens of Evanston instead of against them.

  2. Close branches, re-hire librarians

    While I like the idea of "one-stop shopping" for information on getting things done in CoE, I don’t like the idea of added expense for a service that should already be provided by city staff answering phones at the City Information phone #: 847/328-2100.

    If the people manning the phones can’t direct citizens to the appropriate party, maybe they should be replaced with laid-off librarians, who should be quite experienced in research and dealing with the public.

  3. 311 Center – Questions Citizens Should Be Asking

    1) What is the justification for the new 311 Center during these hard economic times?

    2) How will the 311 Center be funded?

    3) Are former City employees who were laid off over the last couple of years being solicited to fill the positions? 

    4) Is the 311 Center reachable by cell phones, or just landlines?

    5) How will the 311 Center handle callers speaking foreign languages?

    6) Will the 311 Center be accessible to citizens who are hearing impaired?

    7) How will calls for service and their processing be documented?

    That’s a good start…

     

     

     

    1. another question about the $1 million 311 Call Center

      8) Will the new 311 call center employees be unionized?

      Perhaps Matt, you should call 311 and ask them these questions. That’s what they’re there for. Right?

      I’d love to hear the answers.

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