Description of the roles, responsibilities, and operating procedures utilized during emergency management contingencies by the City of Corpus Christi, Texas’ Customer Service Center (311). Employees at the Customer Service Center are assigned to one of five shifts, with five or six employees per shift. The Customer Service Center manager and Information Technology security manager assume a supervisory role, directing the city website during emergencies. Updates are provided to the CSC manager during an emergency, from the fire department’s Office of Emergency Management through a system called Web EOC. Choosing a primary location to consolidate 311 emergency functions continues to be a challenge.

This document is part of the Integrating 311 into Disaster Response & Recovery toolkit, featuring resources for communities wanting to make the best use of their 311 system before, during and after an emergency or disaster.