►
Description
On this episode of CityTalk, John interviews Emily Klein from the Department of Innovation & Performance, and Wayne Wyant and Wendy Urbanic from 311.
A
Welcome
to
city
talk
I'm
John
McIntyre.
This
is
a
program
on
city
channel
Pittsburgh,
in
which
we
try
to
engage
city.
Employees
answer
the
question:
what
are
these
nameless?
Faceless
bureaucrats
do
all
day
and
indeed
point
out
that
they
actually
have
names
and
faces
say
hi
to
one
of
them
now:
Emily
Klein,
who
is
an
intern
for
the
city
of
Pittsburgh,
and
you
might
not
normally
think
of
an
intern
as
an
employee
per
se,
but
they
actually
pay
you.
Don't
they
Emily?
They.
A
B
My
major
is
urban
studies
at
Pitt,
so
I'm
pretty
interested
in
cities
and
how
they
function,
but
I
had
never
done
anything
related
to
government
in
particular,
and
yeah
I
think
it
had
always
been
kind
of
like
a
vague
understanding
of
what
city
government
does,
and
so
the
internship
was
interesting.
Cuz,
it's
more
hands-on.
Do.
B
B
It's
been
great,
it
goes
like
again,
I
didn't
realize
how
much
cool
stuff
was
happening
in
the
city
until
I
was
have
been
planning
the
summit
which
will
have
like
over
50
organizations.
That
will
be
a
part
of
it
doing
like
so
many
different,
really
specific
projects
that
are
helping
the
city
teaching.
A
A
B
Let's
see
I
feel
like
I'm,
it
would
be
cool
to
like
have
some
type
of
position
that
helps
all
the
nonprofit's
work
together.
More
I
guess
has
been
what
I've
been
thinking
lately
is
like
there's
just
a
lot
going
on
that.
There's,
not
people
communicating
and
working
together
as
much
as
possible
for
all
sorts
of
reasons,
but
yeah
I
don't
know
if
it's
a
dream
job,
but
it
would
be
pretty
cool.
No.
A
B
A
B
B
Yeah
definitely
I
think
the
city
has
like
tons
of
internships
and
I
think
this
one
is
a
little
bit
different
because,
like
a
lot
of
the
internships
are
in
urban
planning-
and
this
is
where
the
department
of
innovation
and
performance
so
there's
less
of
us
but
yeah.
It's
funny.
It's
been
I've
learned
a
lot
and
I've
gotten
a
lot
of
responsibility
and
it's
been
great
and
what.
A
B
A
B
C
Maybe
you
can
make
retirement
happen
after
all,
you
made
our
college
years
happen.
Job
opening
that
education
savings
account
when
she
was
little
spearheading
a
campus
tour
and
another
in
another
and
another
and
another
BAM
deciphering
financial
aid.
She
was
like
now,
she's,
like
you,
waste
planning
for
college
now
get
the
tips
you
need
to
get
on
track
at
ace.
Your
retirement,
org.
A
Welcome
back
to
city
talk
if
there's
a
giant
pothole
in
front
of
your
house
who
you
get
a
call,
you're
gonna
call
3-1-1
the
city's
non-emergency
hotline
and
with
this
is
Wayne.
Wyatt
too,
is
a
3
1
1
operator.
Thank
you
John.
Although
you
were
telling
me
before
we
started
the
videotape
that
some
of
the
voicemail
refers
to
you
as
an
agent.
Yes,.
D
D
D
D
With
abandoned
Lots,
it's
more
of
an
issue
and
that's
understandable:
it's
not
so
much
an
unsightly
thing,
though
it
can
be,
but
people
also
have
concerns
that
it
can
draw
small
rodents
that
sort
of
thing
and
there's
obviously
something
we
need
to
combat.
So
it
is
important
to
make
sure
that
you
know
we
do
keep
a
lid
on
that
as
much
as
possible
because
it
can
spiral
out
to
bigger
issues,
but.
D
A
D
One
for
the
book-
yes,
absolutely
I,
can't
go
into
great
detail
again.
We
try
to
keep
everything
anonymous
if
somebody's.
Like.
Oh,
hey,
that's
my
call,
but
we've
had
our
share
of
unusual
ones.
Some
of
them
have
been
political
in
nature
depending
on.
If
there's
something
controversial
going
through
the
city
or
you
know,
if
there's
a
particular
stance,
some
of
them
are
in
response
to
I.
A
D
D
A
D
D
A
D
A
D
In
a
different
field,
in
an
ancillary
healthcare,
basically,
and
just
the
increasing
amount
of
regulations
made
me
feel
that
it
was
difficult
to
have
kind
of
a
meaningful
impact
on
helping
people.
As
you
know,
there's
been
a
lot
about
health
care
in
the
last
couple
years
and
so
I
wanted
to
get
a
change
of
careers
or
something
where
I
could
feel
like.
I
was
having
an
positive
and
meaningful
impact,
even
if
in
a
minor
way
and
I
do
have
a
secondary
background
in
English
communications.
D
So
when
I
saw
this
job
was
available,
it
felt
like
a
good
fit
for
my
skill
set.
Obviously,
I
didn't
have
the
clerical
background
yet
that
you
know
for
something
a
little
higher
up,
but
this
is
directly
with
the
public,
which
is
good
and
it
is
an
essential
service,
so
I
mean
I
felt
like
a
good
fit
and
obviously
you
know
the
supervisors
and
my
boss
agreed
awesome.
A
D
D
A
D
Yeah,
it's
a
very
important
skill
to
have
sometimes
it's
more
trying
than
others.
They
can
come
in
volume
and
that's
okay,
we're
all
people
too,
but
you
know
we
do
try
to
keep
a
professional.
You
know
it's
it's
important
to
get
to
the
core
of
the
message
and
on
ones
that
you
can't
help
that
are
just
in
a
mood
to
complain
and
want
to
be
negative.
I
mean
they
still
have
a
right
to
voice
their
concern.
Take
the
information,
send
it
just
get
ready
for
the
next
one.
You.
A
D
Obviously,
it's
not
a
universal
truth,
but
I
think
it's
probably
more
true
than
a
lot
of
people
suspect
on
the
average
I
mean
yeah.
We
care
a
lot
about
doing
our
job
and
doing
it
right.
We
recognize
this
important
and
it's
important
to
keep
the
city
running
I
mean
if
we
don't
know
where
the
problems
are,
we
can't
fix
them.
Wayne.
B
A
E
E
E
A
E
E
E
I,
like
one
of
the
best
parts
of
our
job,
is
educating
the
public
so,
for
example,
with
a
pothole,
they
might
want
to
blame
the
crews,
but
the
truth
of
the
matter
is
right.
Now
the
crews
are
limited
to
cold
patch.
It
doesn't
stay
in
the
holes
like
the
hot
asphalt
does
so
it's
the
material
so
again,
once
you
explain
that
to
them
and
educate
the
public
and
they're
a
lot
more
reasonable.
Why.
E
E
A
E
E
E
Take
weeks
before
they
let
we
let
them
answer
a
call,
we
want
to
make
sure
that
they
feel
prepared
and
confident.
We
want
to
make
sure
that
that
they
realize
understand
the
difference
between
3
1,
1
and
9
1
1,
that's
one
of
the
most
important
things
and
it's
actually
an
ongoing
experience.
You
never
stop
learning
wayne.
E
A
E
E
A
A
E
It
you
fell
in
love
with
the
public
transportation,
the
views
the
people
were
so
friendly.
I
think
that
was
the
biggest
thing.
I
am
directionally
challenged
and
I
would
wander
around
lost
and
no
matter
who
I
stopped.
They
were
so
helpful
and
so
friendly.
You
know,
I'm
going
that
way.
Follow
me
I'll,
be
happy
to
show
you
your
way
and.
E
A
A
E
E
So
many
heroes
that
work
for
the
city
and
that's
one
of
the
best
parts
of
my
job-
is
getting
to
interact
with
people
and
see
them
at
their
peak
performance
and
recognizing
their
talents.
I
feel
like
a
lot
of
city
workers,
don't
get
the
credit
they
deserve
and
anytime
it's
rare,
but
anytime
we
get
a
thank
you.
We
go
out
of
our
way
to
pass
it
along
because
it
really
means
a
lot
to
the
folks
who
are
who
are
working
here.
You.
E
They
might
call-
and
just
say
they
appreciate
the
service
at
300
every
time
they
call
they
talk
to
someone
friendly.
Sometimes
it's
you
know
that
pothole
was
ripping
apart.
My
car,
thank
you
for
getting
it
taken
care
of
I've
sent.
Thank-Yous
I
was
in
a
serious
jury
trial
for
a
criminal
this
year
to
see
the
police
detective
in
action.
I
got
to
see
the
videotape
from
the
interrogation
and
how
professional
they
were
and
I
passed
that
along
and
she
was
really
touched
because
their
jobs
are
so
difficult
and
they
never
get
to
hear.
A
E
First
and
foremost,
you
have
to
be
customer
service
mindset.
That's
the
most
important
thing.
We
want
our
customers
to
feel
good
about
calling
3
1
1.
We
never
want
them
to
have
a
bad
experience.
Secondly,
you
have
to
be
patient,
you
know.
Sometimes
it
takes
a
while
to
understand
someone
they're
upset
or.