Hillsborough Kids and Mindshare Technology Announce Virtual Call Center
Groundbreaking Initiative Troubleshoots
Help for Vulnerable Children
Hillsborough Kids, Inc. (HKI) and Mindshare
have implemented a new virtual call center to ensure quality visits
with children and families served by HKI. The Mindshare virtual call
center establishes contact with caregivers to ensure timely visits
and the delivery of quality services.
The call center is a Phase II expansion
of Mindshare's successful Visibility Grid currently used by child
welfare workers in Hillsborough County. The Visibility Grid is an
electronic alert system that notifies case managers and supervisors
of visits that are due. It has dramatically reduced the number of
overdue visits in Hillsborough County.
HKI is the lead contract agency for all
child welfare services in Hillsborough County previously performed
by the Department of Children and Families (DCF). HKI oversees the
services of a network of local community based agencies that provide
case management and supervision to abused and neglected children and
their families. Case managers are required to visit each child monthly
in their home.
The new virtual call center and Visibility
Grid will work seamlessly. As caseworkers log visits, their information
will be transferred to the automated call center. Following, phone
calls will be placed to the caregivers who participated in the visit.
The feedback from the call is then cross-referenced with all case
files for that child and/or family. Any concern, risk, or discrepancy
is immediately escalated to management.
In just six months, HKI experienced an
80 percent decline in late visits to children served by HKI providers.
Additionally, the time and paperwork savings has been tremendous.
Caseworkers and supervisors currently save six to eight hours per
week each by using the real-time dashboards, online (automatically
generated) task sheets and responding to the proactive notifications.
This allows staff more time with children and families.
