John Jay College Of Criminal Justice | The City University of New York

The CUNY 3-1-1 Project mission is to support 3-1-1 by providing well trained, courteous, motivated and flexible Student Call Center Representatives to complement 3-1-1’s permanent full-time staff.

The New York City’s 3-1-1 Citizen Service Call Center is a centralized, state-of-the-art call center that provides callers with one point of contact to obtain information on all available non-emergency City services. Through 3-1-1, which is developed and managed by the New York City Department of Information Technology and Telecommunications (DoITT), customers will be able to access:

• Directory Assistance: 3-1-1 will provide telephone numbers, addresses and office hours of an agency or service and directly connect the caller to that agency or service.
• Information Requests: 3-1-1 will respond to Frequently Asked Questions and provide information about individual city agencies policies and procedures, City government events, and operations information.
• Service Requests: 3-1-1 will create a new request for service or inform the caller of the status of an existing service or account.

Currently, Call Center Representatives (CCRs) include DoITT employees as well as a temporary workforce arranged to handle the anticipated call volume. To fully accommodate the 3-1-1’s needs, however, CUNY students, by means of the CUNY 3-1-1 Project, will become the primary source of CCRs. Through the CUNY 3-1-1 Project CUNY students from all of CUNY’s 17 colleges, Graduate, Law and Medical schools, will have the opportunity to work as part-time 3-1-1 CCRs.

Project staff will work with representatives from all of the colleges to select eligible and qualified students. Once hired the Project Staff will train and monitor the Student CCRs in collaboration with DoITT.