Services

CharMeck 311

​CharMeck 311 serves as the customer contact center providing information and services for customers in the City of Charlotte and Mecklenburg County. CharMeck 311 is open Monday through Friday from 7 a.m. – 7 p.m. Residents can also submit service requests online 24 hours a day.

Callers to 311 may also get directory assistance to City and County offices, schedules for meetings of City and County government and information about various City and County services. Specialists trained in tax and utility issues will be on hand to assist callers. Complex calls beyond the scope of 311 and those requiring extensive research and investigation will be connected directly to the appropriate department.

All communities within Mecklenburg County that receive a service provided by the County or City of Charlotte may call 311 regarding that service or to obtain information about other City/County services.

City departments supported include Solid Waste Services, Storm Water, Charlotte Mecklenburg Police Department, Charlotte Water, Neighborhood & Business Services and Charlotte Department of Transportation.

County departments include Park and Recreation, Tax Collections & Assessment, Land Use & Environmental Services and the Sheriff’s Office.

CharMeck 311 has approximately 113 full-time employees with an operating budget of $8.4 million.

​City-observed holidays

New Years Day
Martin Luther King Jr. Day
Good Friday
Memorial Day
Independence Day
Labor Day
Veteran's Day
Thanksgiving Day + day after
Christmas + one day


Janice Quintana
 Janice Quintana, Director

Janice Quintana has a successful 20-year foundation in customer service operations with both the private and public sector. Quintana has been the Director of CharMeck 311 since 2010. In her tenure she has improved overall efficiency, productivity and the customer experience. She also introduced the Citizen Information Academy and the Community Action Team. Under her leadership CharMeck 311 has received national recognition including the 311 Synergy Group Award of Excellence, Public Technology Institutes designation as a Citizen Engaged Community and is a member of the National 311 Executive Council.

CharMeck 311 is frequently showcased as a leader in government customer service. Most recently highlighted as the only city operation in GovLoop’s Customer Service Playbook for Government, which is a guide that reveals tools, practices, innovative solutions and methodologies to customer service. Prior to her current role, Quintana was the Director of The Office of Unified Communications in Washington D.C. where she was responsible for 911 and led the implementation of the 311 call center.

 

 

 

Mission/ Vision 311 Customer Service<div class="ExternalClass5B499815971D4BF5862EB39D0E0648C2"><p><strong>Mission Statement</strong><br> The Customer Service & Information Center will be a center that is responsive to the needs and desires of its citizens and employees, and exemplary in its operation, management and professionalism.  We will accomplish this mission through four areas of concentration – Customer Standards, Growth, Cross Training and Emerald. </p><p><strong>Vision                                                                                                      <br></strong>The Customer Service & Information Center will provide exceptional leadership and skills in the area of customer service for the entire City of Charlotte. </p></div>
More about 311<div class="ExternalClass4369808BAC954B28BC92029FCF06FBAD"><p>​Callers to 311 may also get directory assistance to City and County offices, schedules for meetings of City and County government, and information about various City and County services. Specialists trained in tax and utility issues will be on-hand to assist callers. Complex calls beyond the scope of 311 and those requiring extensive research and investigation will be connected directly to the relevant department.</p><div> </div><div>All communities within Mecklenburg County that receive a service provided by the County or City of Charlotte, may call 311 regarding that service or to obtain information about other City/County services.</div><div> </div><div><div><strong>Hours of Operation:<br></strong>You can access 311 outside of Charlotte and Mecklenburg County by calling 704-336-7600.</div><div> </div><div>311 can be accessed via a cell phone if your cellular company carrier has programmed the 311 number to its towers. If not, you can call (704) 336-7600 on your cell phone and be connected to the 311 call center.</div></div></div>