1
2
We began our research at the 311 call center. Speaking with the operators who talk to citizens day in and day out was a shortcut for us to understand community needs. The call center gets many property related calls: from renters reporting landlords who won't fix leaks to neighbors requesting information on abandoned properties.
We wanted to learn more about housing insecurity and found a fount of knowledge in Emily O’Donnell, a housing rights lawyer with Legal Aid of East Tennessee. She was able to share the issues her clients face, as well as put us in touch with community members.