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Here’s what I’ve learned so far via the following Twitter conversation (in chronological order):
@ I just called in a loose utility wire to 311 then was transferred to the fire dept w/o a 311 work order, so no way 2 track it
[Note: I visited the loose wire later that afternoon and saw that it was gone. Thanks to @311Somerville and the Fire Dept!]
@ In the interest of public safety we transfer to 911instead of taking information and creating a work order.
@ It was not an emergency, though. Anyway, couldn’t 311 have remained on the line to take the info and created a work order?
@ Loose utility wires are considered a potential emergency, in the interest of public safety we transfer to 911, don’t take info
@ But why not keep the 311 rep on the line to take the info?
@ That’s not the procedure Barry, it get’s transferred to 911.
@ Why isn’t it the procedure? Or why can’t it be the procedure?
@ Still waiting since Fri 4 your answer about policy on reps staying on line 4 loose wire calls @ @
Please give us a call at 311 to discuss policy, we’d be happy to explain. @ @ @
@ I called Steve Craig on Wed He said he’d get back to me on policy&broken meters Still waiting @ @
[Notes: (1) Steve Craig is Director of Constituent Services and oversees the 311 program. (2) The broken meters I mentioned here were related to a separate, previous 311 call I had made on 3/12 (over a week before I spoke with Mr. Craig) ]
Meters G-142 and G-144 have been fixed by T&P. Per our conversation policy concerns require work w/ SPD and fire department @
@ thx, but Steve said he’d ask @ whether the 311 rep could stay on line for calls like loose wires @
If I hear anything back from Mr. Craig or @311Somerville, I’ll post an update here.
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