In January, Mark Robertson, a certified executive coach and organizational speaker, returned to Cary to facilitate conversations that cultivate a culture of learning. Recognizing that learning results from time and practice, workshop participants explored more deeply the concept of how habits of seeing and thinking evolve over a lifetime and how those habits influence observations. Change requires learning new habits — new ways of being — that start at the individual level. About 80 people from across the organization set aside time to be open, curious and engaged with the goal of taking a more powerful look at themselves and the choices we make. In February, Mark joined the Council and staff at the annual retreat in Winston-Salem. This was the first time Mark presented to Council, and his time focused on building strong, trusting relationships.

Culminating a multi-year, multi-departmental effort, 311 transitioned from a project to a service on Thursday, January 2. The 311 number works within Cary town limits from all major wireless and landline phones; outside of Cary, citizens may dial (919) 469-4000. More than 130 edits were made to Cary’s website to feature 311, including the addition of www.carync.gov/311. The first official call into the Town of Cary made using the digits “311” happened on the morning of January 2 by visitors from Charlotte who, familiar with the 311 service, were calling for information. 

Two and a half months after the Town’s 311 launch, its 11 Citizen Advocates were put to their first big test responding to calls — an average of 457 per day — from their homes during the ongoing COVID-19 crisis. “It is truly an honor to be able to serve as a critical link between Cary and our citizens, especially during this time of crisis,” 311 Manager Wes Everett said. “It makes the case for 311,” Assistant Town Manager/Chief Innovation Officer Dan Ault said. “I think that they’ve done an exceptional job dealing with an issue that is kind of what 311 is made for.”