Constituent Service Representative Ellen Case answers the telephone at the city’s new 311 call center. (WHAV News photograph.)
Mayor James J. Fiorentini and Lt. Gov. Karyn Polito cut the ceremonial ribbon at the new 311 call center adjacent to the mayor’s office. (WHAV News photograph.)
Lt. Gov. Karyn Polito came to Haverhill City Hall Tuesday to help formally inaugurate the city’s new 311—one call to city hall—telephone number.
Fiorentini said he visited Somerville 13 years ago and witnessed their system for collecting telephone call statistics. Eventually, that city launched its 311 system. At the time, though, Haverhill was in a financial crisis and couldn’t afford to add staff for a call center, the mayor said.
“I was interested, but 13 years ago we were laying off all sorts of people in the city, and it wasn’t possible.”
A less expensive option Haverhill considered along the way was a system where residents would dial various number for automated help. Then-Boston Mayor Thomas Menino discouraged Fiorentini from adopting such a system. Fiorentini recalled the conversation.
“You don’t want to have people punch in a bunch of numbers. That’s just crazy. You want people to get a person when they call.”
Director Allison Heartquist hails the launch of the new telephone call center. (WHAV News photograph.)
About a year ago, Gov. Charles Baker introduced so-called “Community Compacts,” giving communities small grants in exchange for developing best practices. Polito came to City Hall then to announce Haverhill’s receipt of a $15,000 grant to buy consulting services from UMass Boston’s Edward J. Collins Jr. Center for Public Management. In turn, the center helped the city receive a $60,000 grant to buy the technology to make 311 work. With only six cities using such a call center, Polito said, Haverhill has become a model.
“An example for other communities to learn from and, perhaps, embed into their community,” Polito said.
Two employees now staff the phone bank, answering resident’s questions or referring them to the appropriate city department for more detailed information. Constituent Service Representatives Ellen Case and Victoria Torres work under the direction of Allison Heartquist. Questions in both English and Spanish are answered.
Dialing 311 works only within city limits. Those calling from out-of-town may dial 978-358-1311 instead.