Noting reports of long waits and dropped or misdirected calls, a motion by Supervisor Michael D. Antonovich and Supervisor Don Knabe was unanimously approved to improve efficiency and service quality for the Department of Animal Care and Control’s Centralized Call Center.

 In 2006, the Department of Animal Care and Control addressed the long-standing problems at their call center of dropped calls, unanswered calls and long hold times by switching over to a state-of-the-art Voice Over Internet Protocol (VOIP) communications system.  The Department also implemented a centralized Call Center , which receives and routes all calls for service for the Department’s animal shelters.  

“While these efforts have shown some improvement, County residents still encounter long wait times, dropped calls and misdirected calls,” said Supervisor Antonovich.  “Delays and dropped calls could have serious public safety consequences and must be resolved.”

The Board’s action directs the Chief Administrative Officer and Department of Animal Care and Control to determine the best way to improve the Department’s Call Center and report back in 30 days.