This is application used by call center volunteers to track incoming calls. Each volunteer is given access through a secure login to this application.
Categories are used to track the type of call received, and then used to determine how the call will be routed or managed by specific teams:
Once a category is determined, there is further information derived from the caller to assist in correctly routing the call to the correct division for case management. For example, there are subtypes of Community Service including: Rental/Utility Assistance, Information and Referral, Other, or Temporary Housing.
Information about the caller and questions are then input into a form for review by Case Managers.
The COVID-19 Citizen Assistance Manager
The Citizen Assistance Manager is used by case managers to review open and pending calls from citizens and ensure they are assisted to completion. The calls that were logged in the Reporter application go into an ‘Unassigned Task’ queue for review. Division managers then assign out the tasks to their team members for resolution.
The COVID-19 Citizen Assistance Dashboard
The Dashboard is used to as a tool for decision-makers to understand citizen-related questions and needs. It is to communicate call volumes by time and category, which can then be used in scheduling volunteers.
Emergency Operations Center COVID-19 Inventory Application
This application allows the operations center to add COVID-19 inventory and issue needed items.