Readers React: To cut 311 wait times, add staff

As a 311 operator for Los Angeles, I am glad to see the city controller bring attention to the problem of long wait times. The controller’s report shines a spotlight on a severe staffing shortage. (“Report: L.A.’s city service hotline cost more, performed worse,” May 12)

As the controller notes, the 2013-14 budget reflects declines of more than 50% in pre-recession funding and staffing. That translates to compromised customer service for residents.

And while the program manager blames 311 operators for taking time off to heal when injured on the job, what he doesn’t say is that we suffer high rates of carpal tunnel syndrome and pain directly related to the repetitive motion of answering high call volumes as fast as we can — because we are understaffed.

The city should adopt budget policies that prioritize frontline services, in line with L.A. Mayor Eric Garcetti’s “back to basics” approach. Customer service will inevitably improve when adequate staffing is addressed.

Tammy Garner

Los Angeles