Quirky calls to Vancouver’s 3-1-1 in 2020


January 8 2021 –

Can you maintain a camel in Vancouver, if only for its milk?

This was just one of the most memorable queries requested of the City’s 3-1-1 contact centre in 2020. Just about every 12 months, 3-1-1 citizen assistance representatives (CSRs) get a large range of questions, from the mundane to the weird and the amazing, and final calendar year was no exception.

Special phone calls from 2020

Here are some special phone calls from 2020:

  • Can you clear away a pet from my bedroom? A close friend remaining it, but I really don’t know who. (Animal Companies was dispatched.)
  • There are some trees in your open details set improperly mentioned as apple trees. I have been feeding on the fruit and they are surely not apples. (CSRs were being not able to verify what the caller experienced eaten.)
  • I heard we’re permitted to dump just one mattress and one piece of home furniture in a back again alley each individual calendar year. Can we? (Dumping any merchandise in back alleys is illegal calendar year-spherical.)

About the 3-1-1 get hold of centre

Experienced in working with enquiries ranging from animal solutions to zero waste, 3-1-1 citizen company associates provide Vancouver people and corporations a single level-of-obtain to Metropolis information and non-crisis solutions.

Considering the fact that its inception in 2009, the get hold of centre has expanded from the original cell phone line to include things like a escalating quantity of channels for publishing company requests and enquiries. To day, there have been around 13 million interactions throughout all channels, together with the 3-1-1 cellular phone line, VanConnect app, dwell chat on-line, and the City’s social media accounts.

With above 968,000 interactions across all make contact with centre channels final year, 3-1-1 staff have heard it all.

Cellphone continues to be preferred

Telephone continues to be the most well-known system of get in touch with, with 505,307 calls in 2020. Devoted employees answered 71% of these calls inside 60 seconds.

The most frequently questioned thoughts relate to assets tax, empty residences tax, and home owner grants.

The 3-1-1 get in touch with centre is open up from 7am to 10pm each working day of the calendar year, with interpretation service accessible in 240 languages.

Getting in contact with the Metropolis

Vancouver inhabitants and enterprises can connect with the make contact with centre by dialing 3-1-1 (or 604-873-7000 exterior of Vancouver), downloading the VanConnect application, employing  online chat, or interacting with the City’s social media channels.



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