LOUISVILLE, Ky. — Louisville’s Metro311 gives vital information and answers to people who need or want it. They deal with thousands of calls, emails and online requests about everything from potholes to property issues.
LaQuisha Archie has been a customer service center specialist with Louisville Metro311 for almost 11 years. She loves helping people and learning information.
“People call in and ask questions about the land development code or Metro ordinances. I will dig and find information because I like to learn about it. I think knowing information but also helping people is just part of my forte. That’s all I love to do,” Archie said.
She said she answers anywhere from 100 to 150 calls a day during the summer. Calls run the gamut from potholes, high-grass and weeds on a parkway median and tree issues to street light issues and much more.
“Anything to help make their day easier so they don’t feel like they had to call 200 people. Just calling one place would be great and getting those things done and taken care of. I like to be able to do that. I like to be able to make sure that our city is running efficiently,” said Archie.
Started in 1989 as CityCALL, Metro311 is the customer service center for Metro Government. There are eight employees who answer calls, one in training and one who handles all incoming emails. So far this year, more than 84,000 calls were sent to agents and more than 6,000 emails were addressed. Metro Emergency Services’ Deputy Director Kelly Jones said Metro311 is kind of a government handyman.
Jones said, “The people that work in the office are great. They’re patient, they’re knowledgeable and they love their jobs and their city or else they wouldn’t by sitting there doing those jobs. The thing that citizens need to take from it, is you always have a way to connect with government services at 311.”
Inside the office, Archie created a “spirit board” for the office. It helps her co-workers with their body, mind and spirit.
“We just want to make sure you are taking care of yourself. It’s making sure you’re taking care of your body, whether it’s with walking, exercising, what you’re eating. Taking care of your mind whether you’re meditating, praying, or whatever helps you,” explained Archie.
Her job usually keeps her very busy. She takes a walk most days on her lunch break. It’s a time for her to relax and meditate. It’s important to her.
“…get your mind in a state of just releasing any frustrations, anything that makes you upset for the day, any stress. Sometimes any worry and I feel like you just need to take a moment to just walk because walking for me helps me to come down,” Archie said.
There are several ways to contact 311 if you need to:
- Dial 311 or (502) 574-5000
- Go to the Metro311 website
- Send an email to metro.311@louisvilleky.gov
Someone is available to help with issues Monday- Friday 7 a.m. to 6 p.m.