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Metro Newsroom

MetroCall 311 Celebrates 25 Years of Service

Tuesday June 3, 2014

MetroCall 311 is celebrating its 25th anniversary of service to Metro Louisville residents. Louisville was one of the first cities in the nation to open a one-stop government information center and MetroCall 311 serves as a national model for quality customer service. In addition to the anniversary, MetroCall 311 has moved to a new location at 410 S. 5th Street and will celebrate both occasions with an open house on June 5, 2014 from 10:30 a.m. until 12:30 p.m. on the third floor of 410 South 5th Street.

MetroCall 311 serves as the customer service center for Louisville Metro government and is a clearinghouse for non-emergency information during times of crisis. Representatives take thousands of requests, especially during a disaster event like Hurricane Ike, the ice storm of 2009, tornados, and severe weather events. MetroCall 311 allows employees to provide information to our community while keeping 9-1-1 lines open for emergencies, especially during those disaster events. Residents may call MetroCall 311 by dialing 311 or 574-5000 from 7:00 a.m. until 7:00 p.m. Monday through Friday to obtain information, make suggestions, or register concerns.

In 1989 the center - then called CityCALL - began with seven customer service representatives. After merger in 2003, the name was changed to MetroCall 311 and has since grown to 11 representatives. About 5,000 calls are answered each week and another milestone will be reached later this year when MetroCall 311 answers its 5 millionth call! MetroCall 311 is also well into the 21st Century of technology, so in addition to contacting them by phone, citizens can connect to MetroCall 311 by e-mail at or enter their own concern online at From the website the MetroCall 311 Mobile application can be downloaded on a smartphone, log into their Twitter account, or be involved in LiveChat.

One issue in our community that is frequently reported to MetroCall 311 is vacant and abandoned properties. Because Louisville Metro Government is committed to significantly reducing the number of these properties by July of 2017, MetroCall 311 staff is conducting “Voice of the Citizen” phone interviews with residents who live in neighborhoods that are affected by this problem. The purpose of these interviews is three-fold: 1) to understand what citizens have experienced relative to vacancy and blight; 2) to ask what residents believe Metro should do to address this problem; and 3) to determine what Metro Government and residents could do together to improve our neighborhoods. As MetroCall 311 looks to the future, they will continue to play a major role in communicating the “Voice of the Citizen” to our Administration.