Russ Jensen to lead new call center

Communications Director

Eric Vreeland
evreeland@knoxvilletn.gov
(865) 215-3480

400 Main St., Room 654A
Knoxville, TN 37902

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Russ Jensen to lead new call center

Posted: 10/25/2004
An administrator with experience in communications and call center design, construction and operations has been named to lead the city of Knoxville's 311 customer service center, Mayor Bill Haslam announced today.

Russ Jensen, a former administrator at Rural/Metro Corp. and volunteer chairman of East Tennessee 211, an information and referral service for non-profit agencies, will join the city Monday, Oct. 25 as manager of the one-call center.

Jensen has been with Rural/Metro Corp.'s Knoxville operations for the past five years as director of safety and risk management, general manager and director of emergency medical services.

Prior to joining Rural/Metro, he supervised the design and construction of a call center, which he managed, for California's largest provider of ambulance service.

"Russ' depth of experience starting up and operating communications centers, in addition to his knowledge and commitment to the Knoxville community, make him ideally suited to lead the city's one-call center," said Mayor Haslam.

"We have appreciated Russ' dedicated service to Rural/Metro over the past five years. We are excited about his new opportunity, and we look forward to working with him in his new role," said Susan Brown, Southern Regional President of Rural/Metro Corp.

The 311 center will provide one number for city residents to call to report requests, needs, comments or concerns regarding services.

Announced by Mayor Haslam last April as an initiative to increase efficiency and accountability, the center will enable city officials to determine whether issues are being addressed on a timely basis and to monitor the quality of services being provided to the community.

The city is currently evaluating vendors who responded to a request for proposals to provide the telecommunications systems for the center, which is expected to be operating in the first half of 2005.