"Our Citizen Service & Response department (better known as 311!) has continued its focus on delivering top notch customer service. They have been invaluable partners in improving interdepartmental communications. They have done an incredible amount of training, and they are piloting new technology, so every resident gets faster, clearer, more transparent service than ever before.  

Every week, I receive emails or phone messages from constituents who had had such positive experiences with 311 that they were compelled to reach out to me.  And I’ve made a habit of reading some of those constituent letters at our weekly cabinet meetings as a reminder that this slow, hard, culture changing work is making a difference to our residents.  

We will always have more work to do, but we are making clear and tangible progress, and I’m grateful –especially on 311 Day-- to the whole CSR team for their amazing commitment to serving customers well."

-Mayor Danny Avula

March 11 was 311 Day, but at the City of Richmond, every day is 311 Day! The staff who make up Citizen Service and Response are on the go 6 days a week to make sure that residents facing challenges have an immediate point of contact at the City. All non-emergency calls for help with City services come through 311. 

“Anyone calling needs help with something, and some are in really stressful situations,” says Director Pete Breil. “So our goal is to be that empathetic listener who can help them navigate the City.”  

Operations Manager Allan Hampton says that in addition to empathy, breadth of knowledge is a 311 superpower. “We don’t know everything about anything, but we know something about everything,” he says.  

311’s strengths and values are exemplified by TyAona Connor, who joined the Call Center about a year ago. “TyAona is extremely passionate about helping folks get to an end for whatever their concern is,” Allan says. “She’s very structured in what she does and how she does it, so she’s quick to resolve things.” 

TyAona has worked at other call centers, but what she likes best about 311 is being able to connect with Richmond residents. “When they call in, you’re like a parent, teacher, and counselor. Every call is different. A lot of times we submit the ticket, but we also hear what they need beyond that single service request. I try to put myself in their shoes and let them vent, but then we’re going to bring it back in and get the job done.” 

Most days, TyAona clocks in at 10:30 a.m. and finishes up at 7 p.m. During a single day, she can take close to 80 calls from residents. “I don’t like to see calls sitting in the queue, so I rock my day out,” she says.  

TyAona wishes more residents calling into 311 knew two things:  

311 documents and process your request, but these operators can’t resolve it themselves. “We do a lot of expectation setting,” TyAona says. “We do as much as we can, but we don’t have access to all of your Finance or Social Services records.” When 311 operators submit a ticket, it goes to the relevant department (keep reading for an inside look at how Urban Forestry processes service requests about trees!) 

The voice on the other end of the line is a person—and often a Richmond resident just like you. TyAona says callers are often surprised to learn that she lives in Richmond, and that many of the things they call about impact her, too. “Transparency is a huge thing. People want to know that they’re talking to another human,” she says.  

If you’re experiencing a non-emergency issue related to billing, city services, or a range of other issues, call 311 or submit a request at rva311.com or through the mobile app (available for both iOS and Android). If you put in a call, you might be speaking with TyAona or one of her colleagues. “And I’m gonna make sure that you are happy and resolved and that you love the City of Richmond by the time you get off the phone!” she promises.