New York – The lovely sounding gentleman on the other end of the line was simply trying to improve his corner of the world. Instead, he was rapidly losing faith in city government. As I placed him on hold for the third time, I heard him mutter: “She’s having a hard time finding it! It was on 1010 WINS this morning!”
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Indeed, how could an operator at New York City’s vaunted 311 help line be utterly clueless about a tree giveaway program that was just talked up on the radio? (Then again, why didn’t the lovely gentleman just call the radio station?)
I swallowed hard, mindful of a fellow call-taker’s sage advice: “Smile through that phone!” It was my third day in a week sitting in as a 311 operator, a reporter’s gamble that the questions, concerns, fears, suspicions, frustrations and gripes of city residents would paint a revealing portrait of the city itself. So there I was, wildly typing phrases the caller heard on 1010 WINS into 311’s extensive, continuously updated database: “Free tree,” “Earth Day,” “Jamaica Bay Wildlife.” Finally, something clicked.
“Free trees will be available to individuals, families and community groups for planting on private property on a first-come-first-served basis,” I cheerily, if bureaucratically, reported. “Limited quantities of small flowering trees and larger shade trees will be available.”
I personally think all 311 operators are clueless I was once with someone who called them and the woman was only able to tell us what was on her computer screen in front of her and she couldn’t answer a simple question about hov lanes which probally is known by alot of ordinary drivers if bloomberg will hire these people with our tax money at least get some educated people
free parking tickets available 24/7 in any area you happen to be
I once called in 311 to ask something that sounded to me like a very simple question. It was on a legal holiday, not a big one, I wanted to know if the entrance to the prospect from the guwanis is open. After 15 minutes on the phone I didn’t get anywhere. She didn’t even know what the prospect expwy was or the guanis.
When I called 311 a few years ago to ask if I can drive a U-Haul through the Holland Tunnel I was asked which boroughs the tunnel connects!
personally I have found 311 to be very helpful at times. I like having a central place to call for city related items
Sounds to me that they use google to find all answers. So u can use your own computer instead of callind 311.
It’s like when you call 411 to ask the phone number of IBM, they ask to please spell it.
True, the 311 system and its operators are not perfect and, at times, the operators might come across as “clueless”.
However, think back to pre-2003, when there wasn’t a 311 system in existence. Back then trying to find out school closings, alternate side parking regulations, reporting broken street lamps or defective traffic lights, reporting missed trash collection, locating towed vehicles, voicing complaints, etc. were tasks that were nearly impossible to accomplish.
I think that the 311 system is one of Mayor Michael Bloomberg’s greatest achievements, and, like him or not, one must give credit where credit is due.
the city needs to hire educated common sense people. not just the people you see at motor vehicles or city agencies, most with no common sense and a zero i.q.
I think the only think they know is if alternate side parking is in affect
“The city’s 306 full-time operators – starting salary: $27,349”
And people here wonder why they employ people with no IQ – they would have to pay them more.
i agree totally with all of u but think for a second, would any of u become a 311 operator? no of course not. so the only ones who would want to get this job would b ppl with no brains that need money. u can tblam e them.