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311 Operator Jobs (NOW HIRING)

InstantServe LLC

Change Management Lead

Baltimore, MD · On-site

... 311. • Develop and maintain system documentation, standard operating procedures, and best practices guidelines for 311 modernization. Risk Management & Compliance • Proactively identify and ...

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How much do 311 operator jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for 311 operator in the United States is $20.07, according to ZipRecruiter salary data. Most workers in this role earn between $16.83 and $22.12 per hour, depending on experience, location, and employer.

What skills and qualifications are needed to be a 311 operator?

To excel as a 311 Operator, you need strong customer service skills, attention to detail, and a high school diploma or equivalent. Familiarity with call center software, municipal information databases, and CRM systems is often required. Excellent communication, patience, and problem-solving abilities help operators manage diverse public inquiries efficiently. These competencies are vital for delivering accurate information, providing quality assistance to the public, and maintaining smooth city service operations.

What does a 311 operator do?

A 311 Operator typically spends their day answering incoming calls or digital requests from residents seeking information about city services, reporting non-emergency issues, or requesting assistance. Operators document service requests, provide clear instructions, and may coordinate with various municipal departments to ensure issues are addressed promptly. Teamwork is common, as operators often collaborate with supervisors and field personnel to resolve complex cases. While the role is fast-paced and at times challenging, it offers the satisfaction of directly helping community members and keeping city operations running smoothly.

What is a 311 operator?

A 311 Operator handles non-emergency calls from the public, providing information and assistance on city services, programs, and concerns. They answer questions, process service requests, and direct callers to the appropriate departments. Operators must have strong communication skills, knowledge of local government services, and the ability to handle high call volumes efficiently.

Is 311 a remote job?

A 311 Operator typically works in a call center environment, handling calls and providing information to the public. Most positions require on-site work, though some agencies may offer limited remote options depending on the organization and role requirements.

Is working for a 311 operator a good job?

A 311 operator is responsible for handling public inquiries and service requests, often working in a call center environment with standard office hours. The job typically requires good communication skills, patience, and the ability to use computer systems and databases. It can offer stable employment and benefits, but job satisfaction depends on individual preferences and work environment.
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311 Operator jobs near you
Infographic showing various 311 Operator job openings in the United States as of August 2026, with employment types broken down into 40% Full Time, 58% Part Time, 1% Contract, and 1% Nights. Highlights an 99% Physical, and 1% Remote job distribution, with an average salary of $41,738 per year, or $20.1 per hour.

Change Management Lead - Salesforce 311 Modernization

Cynet Systems

Baltimore, MD • On-site

$95 - $100/hr

Other

This job post has expired today. Applications are no longer accepted.

Job description

We are looking for Change Management Lead Salesforce 311 Modernization for our client in Baltimore, MD.

Job Title: Change Management Lead Salesforce 311 Modernization

Job Location: Baltimore, MD

Job Type: Contract

Job Overview:

Pay Range: $95hr - $100hr

Requirement/Must Have:

  • Bachelor s degree in Psychology, Business Administration, Management, Organizational Leadership, Public Administration, or a related field.
  • Minimum of 5-7 years of progressive experience managing large-scale CRM or ERP implementations, with specific experience in Salesforce or 311 modernization preferred.
  • Demonstrated experience in cross-departmental stakeholder management and enterprise-level change initiatives.
  • Demonstrated expertise in organizational change management methodologies (e.g., ADKAR, Bridges Transition Model, McKinsey 7-S, Nudge Theory).
  • Strong understanding of project management tools and methodologies (e.g., Agile, PMP, Jira).
  • Excellent leadership, communication (written and verbal), and stakeholder management skills.
  • Ability to manage multiple priorities and complex projects in a fast-paced environment.
  • Strong analytical skills and attention to detail.

Responsibilities:

  • Develop and execute comprehensive change management strategies for the city-wide deployment and upgrade of Salesforce 311, ensuring alignment with organizational goals and objectives.
  • Lead change management initiatives to address resistance, enhance user adoption, and ensure smooth transitions across all City departments and agencies impacted by 311 modernization.
  • Champion organizational change through structured methodologies (e.g., ADKAR, Bridges Transition Model) to facilitate system adoption and minimize resistance.
  • Serve as the primary liaison between 311 operations, IT, CityWorks, BGE, CHIP, and other partner agencies to ensure seamless integration and optimization of Salesforce functionalities.
  • Facilitate strategic workshops and stakeholder discussions to gather requirements, develop innovative solutions, and refine business processes related to 311 service delivery.
  • Design and manage user-centric training programs, system documentation, and performance support tools for staff and supervisors using the Salesforce 311 platform.
  • Monitor user experience and adoption metrics; identify and implement continuous training improvements based on feedback from field teams and customer-facing personnel.
  • Continuously assess system performance, user adoption rates, and operational efficiency, identifying opportunities for process enhancements and improvements in 311 workflows.
  • Proactively troubleshoot and resolve complex issues related to system functionality, data integrations, and reporting capabilities within Salesforce 311.
  • Develop and maintain system documentation, standard operating procedures, and best practices guidelines for 311 modernization.
  • Proactively identify and assess risks related to system adoption, including user resistance, technical challenges, and operational disruptions during the Salesforce 311 upgrade.
  • Develop and implement comprehensive risk mitigation strategies and contingency plans, especially for resident-facing changes and communications.
  • Maintain high standards for data integrity and compliance throughout 311 operations and processes.
  • Track and analyze implementation metrics (e.g., user adoption rates, system utilization, training completion) to identify trends and inform strategic improvements.
  • Prepare regular reports on modernization progress, challenges, and successes for senior leadership and project sponsors.

Nice to Have:

  • Master s degree in Organizational Psychology, Organizational Development, Business Administration, or a related field.
  • Professional certifications in Salesforce and/or Change Management (e.g., Prosci s Certified Change Management Professional (CCMP)).
  • Experience in government or public sector environment, preferably at the local government level.
  • Knowledge of performance support tools (e.g., WhatFix, Pendo, WalkMe) and online training platforms (e.g., Articulate).
  • Experience with Learning Management Systems and training program development.
  • Familiarity with local government operations and systems integration challenges.
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About Cynet Systems

Sourced by ZipRecruiter

Cynet Systems Inc is a staffing and recruiting corporation nestled in Ashburn, VA, USA. Established in 2010, the company operates within the Information Technology and Services sector, specializing in providing effective workforce solutions to different business needs, including IT consulting, direct hire, and contract staffing services. Through the years, Cynet Systems has built an impressive portfolio, going beyond borders and expanding its operations internationally in Canada and India. Rooted in its core values of teamwork, leadership, and commitment, Cynet Systems helps businesses unlock their full potential by providing versatile and competent professionals that perfectly align with their needs. Fueled by their unwavering mission to deliver top-tier talent to businesses worldwide, Cynet Systems garnered various recognitions including SIA's fastest-growing staffing firms and Best Place to Work in Virginia for 2019.

Industry

It services

Company size

501 - 1,000 Employees

Headquarters location

Sterling, VA, US

Year founded

2010

Social media

Twitter

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