Town Opens Citizens' Response Center

Have you called to ask a question or file a complaint, only to be bounced around from department to department without getting a response?

Officials in Town Hall are trying to fix that problem — or jump out ahead of it — with the launch of its new Citizens' Response Center, a three-person office located near the front entrance of the building on Hampton Road in Southampton Village.

The new office, located in former storage space, is staffed by three individuals already on the town's payroll — one each from the supervisor, town board and information technology offices — so the cost is expected to be minimal. Fliers were posted to publicize the office's opening, but beyond that, all three workers will still retain part of their duties in their former capacities while taking on their new roles as well.

Deputy Supervisor Frank Zappone said he expects to see cost savings, since the town will no longer have a switchboard operator. Three part-timers ran the switchboard last year, which Zappone said cost the town nearly $15,000 each. But beyond the payroll savings, he said increased efficiency will be the biggest boost.

"The biggest benefit is that many departments are responsible for answering their own phones, so sometimes a call may come in four, five, six times in a week. This will filter out the routine questions from busy desks," he said.

Ryan Horn, who will continue with his title as a citizen advocate in the town board office while working the Citizens' Response Center, said one such example is that around this time of year many calls are coming in regarding taxes: how to aggrieve them, when they are due, where to pay them. The CRC can handle those questions without forwarding residents to the Tax Receiver's Office. And with an employee from information technology working in the department, frequently asked questions can be placed online as well, with corresponding answers.

Zappone said an initial 90-day period will be followed by an analysis of the department's effectiveness. However, determining that isn't an exact science; Zappone said follow-up calls will be made to residents who call the CRC, and Town Hall departments will be asked how their call volume has been. Then, after another three months, Zappone said if changes are necessary, they will be made where appropriate.

The direct number for the CRC is 631-702-2440. It can also be reached at the Town Hall main line at 631-283-6000, ext. 0.