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From YouTube: Meet The People: Wendy Urbanic
Description
On the episode of Meet The People, learn about Wendy Urbanic and 311, how technology has changed her job, and where her world tour is taking her next.
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A
That's
great
to
hear:
that's
that's
phenomenal,
to
hear
so
311
most
people
don't
know,
or
most
most
people
know,
is
the
non-emergency
number
that
residents
can
call
if
they
have
any
issues
here
in
the
city,
but
before
we
get
to
that
stuff
wendy,
let's
do
a
little
background.
Where
are
you
from
how'd
you
get
here,
and
how
did
you
get
to
the
point
where
you're
the
manager
of
311.
A
B
And
growing
up
pittsburgh
was
our
arch
enemies
sports-wise.
So
I
was
surprised
to
end
up
here,
but
I
ended
up
living
in
pennsylvania,
the
last
two
years
of
high
school,
so
I
needed
to
go
to
a
pennsylvania
school
and
I
checked
out
duquesne
and
fell
in
love,
and
then
I
decided
to
enroll
in
duquesne
and
actually
fell
in
love
and
decided
that
pittsburgh
was
a
good
place
to
make
my
home.
A
Was
actually
just
up
on
grandview
avenue
a
couple
of
weeks
ago,
and
I
forget
sometimes
so
my
wife's
originally,
you
know
that
my
wife's
originally
from
pittsburgh,
which
is
why
I'm
here
and
I
sometimes
forget
how
pretty
pittsburgh
is
and
going
up
there
makes
me
appreciate
the
city
a
little
more
every
time.
I
I
see
it
from
that
angle.
A
B
Looking
for
a
good,
stable
job
as
a
clerical,
and
in
that
position
we
transitioned
into
a
new
endeavor
called
careerlink,
where
the
city
was
a
partner
with
the
state
and
the
county
and
other
entities,
and
in
order
for
that
to
be
a
huge
success,
we
had
tons
and
tons
of
customer
service
training.
So
when
I
applied
for
311,
I
came
with
the
background
of
a
lot
of
customer
service
and
a
lot
of
phone
management.
So
it
was
a
good
good
intersection
of
skills.
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B
B
So
when
we
initially
opened,
I
only
had
three
other
staff,
people
and
people
were
excited
to
call
and
share
their
concerns
and
complaints
with
us.
So,
as
you
can
imagine,
with
all
the
excitement
we
sort
of
got
overwhelmed
when
we
first
opened
up
and
had
a
bad
reputation,
people
thought
we
weren't
answering
the
phone
when
in
reality
the
four
of
us
just
could
not
keep
up
with
that
amount
of
volume.
B
That
is
actually
my
biggest
nightmare.
It
doesn't
happen
very
often,
but
every
once
in
a
while
we'll
have
someone
call
and
normally
it's
a
non-emergency,
something
like
maybe
your
car
is
blocked
by
or
your
driveway
is
blocked
by
a
car.
You
know
it's
not
life
or
death,
but
you
don't
want
to
miss
your
doctor
appointment.
So
if
we
suggest
sometimes
you
know
call
9-1-1,
they
can
dispatch
an
officer
immediately.
A
B
B
A
B
Was
probably
the
biggest
upgrade
and
the
first
time
I've
done
a
software
implementation
and,
as
you
can
imagine,
we
have
a
lot
of
partners
because
we
work
with
all
the
city
departments,
public
works,
police
permits,
licenses
and
inspections,
and
in
addition,
this
software
has
allowed
us
to
have
outside
entities
as
partners.
So
you
know,
if
there's
a
road,
that's
county
maintained,
we
can
send
it
to
the
county.
A
B
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B
Well,
usually,
as
long
as
they're
making
my
customers
happy,
I'm
happy.
We
want
someone
who
is
a
first
and
foremost
concerned
about
finding
resolution
and
not
just
doing
data
entry.
So
sometimes
you
have
to
go
above
and
beyond
a
little
bit
answer
questions
that
aren't
necessarily
within
our
purview
and
we
try
to
support
a
reputation
where
we're
known
as
going
above
and
beyond.
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B
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B
Well,
it
started
off
a
little
bit
tricky
because
he
made
his
office
in
the
living
room
and
that
didn't
work
out
too
well.
So
now
I've
moved
to
the
basement
which
we've
since
renamed
the
lower
level
and
he's
up
on
the
second
floor.
So
it's
good
to
have
that
much
space
between
us.
It's
definitely
helped
our
working
relationship.
A
At
the
beginning
of
all
this,
my
wife
is
a
college
professor,
as
you
know,
and
she
was
teaching
at
home,
and
my
son
was
on
online
for
school
and
I
was
online
for
the
city
channel
and
we
found
our
home
internet.
I
couldn't
handle
all
three
of
us
streaming
at
the
same
time.
Have
you
run
into
any
issues
like
that.
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A
Yeah,
that's.
You
are
amazingly
positive
all
the
time
that
is
true.
My
dealings
with
you
over
the
years.
You
are
always
very
excited
to
see
me
and
that's
very
rare
people
excited
to
see
me
since
kovid
started.
Do
you
have
a
new
passion?
Is
there
something
that
you've
started
to
do
since
covid
that
you
hadn't
done
before.
A
A
A
B
A
B
A
A
Family
in
outside
of
philadelphia
and
there's
just
there's,
there's
so
much
yiddish
that
I
remember
from
my
grandparents
and
my
parents.
I
just
don't
think
other
people
would
think
it's
funny,
but
we
think
it's
funny
all
right.
So
if
there
are
people-
and
I
can't
believe
that
there
would
be-
but
if
there
are
people
who
are
either
new
to
pittsburgh
or
don't
know
about
311
and
they
want
information
and
they
need
to
get
a
hold
of
you.
B
B
412-255-2621,
if
you're
an
avid
person
on
twitter,
we
have
a
twitter
handle
it's
at
pgh311
and
actually
our
crm
allows
us
to
respond
to
tweets
right
through
it
and
archive
any
posts
we
get.
So
if
you
send
us
a
request
via
twitter,
you
will
get
a
reference
number
via
twitter
as
well.
So
I
love
that
you
can
text
us
that
doesn't
happen
a
lot.
So
honestly,
I
don't
even
remember
that
number,
but
it
is
on
our
web
page.
B
We
do
have
a
web
portal
when
you
go
to
the
city
home
page,
there's
a
button
in
the
upper
right
corner
for
three
one
one.
If
you
click
on
that,
it'll
bring
you
to
the
portal
where
you
can
enter
a
request
and
finally,
we
also
have
a
mobile
app
called
myburg
and
that's
free
of
charge
to
download
for
ios
or
android.
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A
A
When
I
was
told
I
got
this
job
and
you
stood
up
and
just
started
cheering
as
if
your
favorite
ohio
team
won
the
super
bowl
and
you
have
always
been
a
cheerleader
not
only
for
me
but
for
my
entire
staff
over
the
years
for
every
city,
employee,
every
city
program
and
we
need
more
wendy
or
bannock's
here.
That's
basically
what
I'm
trying
to
say.