By JANE LaTOUR

High above Maiden Lane in lower Manhattan, a new city enterprise is taking shape — the 311 Call Center. The unified system will eventually handle almost all non-emergency, government-related calls. Callers complaining about noisy car alarms or seeking details on street repairs, civil service tests or tennis court fees will be connected to an operator at a computer console with access to a vast searchable database of information and services.

The Call Center is coming together in stages. Eventually, 45 agencies are slated to be part of the integrated system.

“New York City has so many agencies, and there are a lot of out-of-towners as well as New Yorkers who need information,” says Carrie Warren, a member of Clerical-Administrative Local 1549. Ms. Warren worked for the Housing, Preservation and Development Dept. for nine years. In September, she joined the first group of 311 operators preparing for the influx of seasonal calls related to the lack of heat. “Now people will be able to get that information just by dialing one number.”

Clerical Division Director Ronnie Harris notes that, “The 311 Call Center is giving the members an opportunity to participate from the ground up.” Social Services Employees Union Local 371 member Janet Morales worked for the Dept. of Environmental Protection for seven years before her transfer to the center. “We are in on the foundation stage,” says Ms. Morales. “It’s very professional, well organized, and challenging. This job uses my abilities, my knowledge, my problem-solving capabilities, and my willingness to help people.”

Her co-worker, Graham Manigat, also a Local 371 member from DEP, likes the enhanced capability of the system. “I’m able to assist callers in a broader way, instead of just saying, ‘No, we don’t handle that.’ ” Gary Cumberbatch, a Seasonal Aide and member of Motor Vehicle Operators Local 983, is enthusiastic about the potential of the job. “I like the challenge,” he says. “They’re always teaching us new applications. We’re working with all of these agencies and it’s a good learning experience. At first, they were rushing the training, but now they are picking up on their mistakes and it’s to our advantage.”

The Office of Labor Relations and DC 37 have been meeting since August to iron out issues related to titles, salaries, and other concerns. Optimistic about the discussions, Janet Morales says “It’s coming along.”

Meanwhile, she appreciates the special features at the center, such as the décor, the kitchens and microwaves, and the ‘quiet room.’ “The quiet room is the best thing they ever did,” she says. “The message at the 311 Center is: We care about you. We care about your quality of life.” Graham Manigat observes that, “In a few years, we’ll be an essential part of the city. I feel privileged to be a part of this system.”