Chance, Derrick

Derrick Chance, a veteran of the United States Air Force, began his career with the City of Dallas in 1998 serving as an Accounting Clerk in the Department of Taxation and Revenue.  During his tenure with the City of Dallas, Chance has been responsible for budget development and administration, procurements, contract and regulatory compliance, interagency coordination, public education campaigns, and human capital management.  Chance has overseen several high-profile projects for the City of Dallas, like “Project Exodus” assisting displaced victims of Hurricane Katrina, Street Services’ ISO Quality, Safety, and Environmental certifications, and Snow and Ice Response Team (SIR) service delivery.  Chance also has experience with the creation of customer satisfaction evaluation programs during his tenure in the Department of Convention and Event Services.  Chance joined 311 in March 2019 and is responsible for Quality Assurance, Internal Controls, Health and Safety Management, Community Outreach and Education, and 311’s Employee Advisory Council (EAC).  Derrick, a native of Dallas, serves on the Board of Director’s for Dallas Children’s Charities, and volunteers with the Dallas Police Department Junior Academy. 

Edwards, Delvin  

Delvin Edwards, a call center veteran, has 15+ years of experience in a number of different roles within the contact center industry.  Mr. Edwards has worked in/overseen large call centers for companies like Charter Communications (Spectrum), Citigroup (Citibank credit cards), and has also overseen dispatch operations for roadside assistance services for Drive America.  Delvin has previously served as: Vice President of Contact Center Operations, Quality Analytics Manager, Compliance Manager, Contact Center Manager, and began his contact center career as a Customer Service Agent - taking calls in a call center. Edwards holds a Bachelors of Business Administration from Wiley College and currently lives in Red Oak.  

Johnson, John

John Johnson joined the City of Dallas in 2008 and has been the Director of 311 Customer Service since December 2018.  In this role, he is responsible for all aspects of the 311 Customer Service Department.  John is tasked with overseeing the Department’s 121 employees, providing leadership and direction for 311’s management team, call center, central dispatch and the City’s community outreach efforts via City Hall On-the-Go.  John is also responsible for ensuring 311 operates with maximum efficiency while offering every customer the highest level of service possible.  Prior to this role, John held positions in the City Manager’s Office and Department of Convention and Event Services.  He has overseen many high-profile projects for the City including “Conversations about Race,” and City Lights, and served as a project team member for Downtown Dallas’ 360 Plan.  John holds a Bachelor of Science in Business Administration and a Master of Science in Management and has previously overseen client services, capital planning and construction, and service delivery within both the private and public sectors.  A native of east Texas, and Little Forest Hills resident, John enjoys cycling White Rock Lake and the Santa Fe and Katy trails and traveling.