As you all are likely aware, the current labor situation in our country is making attracting and retaining employees to process locate requests from the excavation industry increasingly difficult. Although we have worked diligently to limit the occasions of extended wait times, external pressures have created an unsustainable situation.
As such, the OHIO811 Board of Trustees supported the following change to the OHIO811 call center hours of operations:
Beginning September 7, 2021, OHIO811 Customer Service Representatives (CSRs) will no longer be processing “Routine” or “Design” excavation notices (tickets) via phone during the evening and night-time hours of 6:00 p.m. to 6:00 a.m.
Please note that during this timeframe, “non-emergency” excavation notices can still be submitted through the i-dig online locate request system. The i-dig system allows excavators to submit excavation notices 24/7/365. More information about i-dig can be found at https://www.oups.org/idig/.
Additionally, OHIO811 CSRs will continue to process Emergency and Insufficient excavation notices via phone 24 hours a day.
The definition of an “Emergency” contained in the Ohio Revised Code (ORC) is as follows…
Sec. 3781.25 paragraph (V) “Emergency” means an unexpected occurrence causing a disruption or damage to an underground utility facility that requires immediate repair or a situation that creates a clear and imminent danger that demands immediate action to prevent or mitigate loss of or damage to life, health, property, or essential public services.
In conclusion, OHIO811 CSRs will continue to process all excavation notices (Routine, Design, Emergency, Large Project, Insufficient etc.) via phone between the hours of 6:00 a.m. to 6:00 p.m. M-F.
OHIO811 appreciates your continued dedication to underground damage prevention. Together, we are helping make Ohio a safer place to live and work.
Should you have any questions regarding this change, please feel free to contact our Operations Team at 1-800-311-3692, ext. 4729 or 4713.