The Fayette city council gave unanimous approval to hire an answering service to handle after-hours calls for emergencies such as power outages and water leaks. The decision came during the council’s regular meeting on Tuesday, August 23.

After-hours calls are telephone calls made to City Hall and the utility office after 4:30 p.m. when they close, and on weekends and holidays. 

As was previously reported in the Fayette Advertiser, the county’s 911 service told the city it would no longer handle such calls. Air Link Rural Broadband, the city’s internet provider, previously handled calls made to the city’s after-hours phone line. Air Link would then reach out to the appropriate city employee. But the company abruptly stopped handling such calls about a year ago and calls were somehow diverted to the 911 dispatch office.

The 911 office said that it has become too laborious for the service to handle, which has just two people on duty around the clock. Dealing with a minor issue between a utility customer and the city while simultaneously coordinating with emergency services such as law enforcement, fire departments, and the ambulance service, has caused problems for the office, Connie Kunze, board president for the 911 service, told this newspaper.

“The 911 dispatch is not interested at all in helping us,” said Fayette Mayor Jeremy Dawson during the council’s latest meeting. “I explained our position…we need to come up with a plan today.”

City Clerk Tara Kunze presented the council with a bid from AnsaRing, a company that specializes in handling such calls. For $100 the company will handle 50 calls per month. Answered calls received over the limit would cost 70 cents each. Other pricing options would cost $130 for 100 calls, and $175 for 200 calls.

The service would take calls, and contact the appropriate city employee, most likely Danny Dougherty, Fayette’s director of public works. AnsaRing would take three calls for the same location before switching over to a recording alerting callers that the city is aware of the problem and it is being addressed. Calls that reach the recording would not be tallied toward the monthly limit.

The council opted for the lowest option of $100 per month. AnsaRing does not require a subscription and plans may be changed or cancelled any time. The cost of the plan will be charged to the city’s utility budget.

The city asks that all calls concerning utility issues and other related matters be made to the city’s regular utility office number at (660) 248-2214, and not to 911.

Connie Kunze said the 911 service will continue answering all calls, but will now ask those calling about city services to phone the utility office so that AnsaRing may appropriately handle the call.