Erica Mercadel-Hayes Appointed to Director of 3-1-1 Operations
The Orleans Parish Communication District is proud to announce the appointment of Erica Mercadel-Hayes to Director of 3-1-1 Operations. Prior to her promotion, Erica has managed NOLA-311 operations since December of 2018. During this time, she oversaw transition efforts during the consolidation of NOLA-311 into OPCD and has led efforts to innovate enhanced processes designed to improve user experience and citizen access to city services. Her most recent accomplishments include working closely with OPCD leadership, city officials, volunteer groups and citizens to increase NOLA-311 services created to meet the needs of New Orleans citizens during the COVID-19 pandemic.
In the role of NOLA-311 Director, Erica will manage and provide oversight of NOLA-311 operations to ensure the efficient and effective delivery of 3-1-1 services. She will serve as a liaison among city agencies and maintain responsibility for review and resolution of 3-1-1 service related complaints among all city departments and requests for services from the public regarding the non-emergency operations of the Communication District.
Erica is a highly experienced manager, skills and development trainer, and citizen engagement professional. She has a wide range of experience working with the public in previous leadership positions relating to recruiting, customer service, sales, financial services and office administration. Erica holds a Bachelor of Arts degree in Sociology from Dillard University, and a Master of Business Administration degree from the University of Phoenix.
Erica is a native New Orleanian and resides with her husband Carl and children Kyle, Tyler and Mariah.
Erica will begin her tenure as Director of 3-1-1 Operations on July 12, 2020.