INGATE

From The Sip Trunking Experts

TMCNet:  Abuse Hotline Revamp Reduces Response Times

[February 08, 2013]

Abuse Hotline Revamp Reduces Response Times

Feb 05, 2013 (Government Technology - McClatchy-Tribune Information Services via COMTEX) -- The Florida Department of Children and Families -- an agency that partly focuses on child welfare services -- revamped its existing telephone hotline for reporting child abuse, neglect or exploitation. The $10 million update has reduced response time for investigators looking into reported cases.


According to the hotline's website, more than 1 million children fall victim to abuse or neglect each year in Florida, and many of these cases go unreported. The Children and Families Department overhauled its legacy call center hotline system last November with a centralized phone and Internet system. In preparation for the upgrade, the department added approximately 50 additional call takers, bringing its total to 300.

David Wilkins, the department's secretary, explained that under the previous system, reports phoned in to the abuse hotline from across the state were taken by call center representatives who then manually entered information on computer-based data entry forms. Once the report was complete, it was printed and faxed to the department's local offices. The information was then entered into the traditional child welfare system to begin an investigation. This cumbersome process often resulted in a response from the department two days after the initial report.

"So we said, 'Why don't we do this function just like a retail organization does it ' Like when you call L.L. Bean or Target on the phone, they bring up your buying history, they know what you bought last week, they know what specials they're pushing this week," Wilkins said. "And so they can have a collaborative conversation with you on the phone about what needs to happen to conduct that transaction." The new reporting system by IBM automates the call process, prompting call center representatives to ask specific questions about the case based on the case history associated with the call. While on the phone with the person reporting the incident, call center staff can query multiple databases, including criminal records, for instance, to gather information about the individuals in question.

Previously if multiple calls were made about the same incident, each call would have prompted a response by a separate investigator. Multiple calls regarding the same incident now result in a single response by one investigator, operating with information gathered from all the calls received.

Kellie Sweat, the department's director of child protection transformation, said child protective investigators can be notified more quickly about a reported case, based on the incident's level of urgency.

"We've been working awhile to make sure our child protective investigators, the ones that go to the home, are able to spend the majority of their time in the field in the homes with the families," Sweat said.

Wilkins said that typically in cases of abuse or neglect, many of the same families are reported repeatedly over the years. The system can keep a record of a specific family's history when reports about them are made to the department.

The abuse hotline also allows reports to be submitted online. The online reporting feature, which lets individuals create a user name and password, immediately sends the report to the department's central hotline system. This cabability especially comes in handy for individuals who serve as "dedicated reporters" -- people in law enforcement or school counselors whose job requires them to look for cases of abuse or neglect, and report them to the department.

According to officials, the revamped hotline is currently averaging nearly 1,400 calls and 100 online submissions each weekday.

Photo courtesy of Shutterstock ___ (c)2013 Government Technology Visit Government Technology at www.govtech.com Distributed by MCT Information Services

[ Back To SIP Trunking Home's Homepage ]

Loading
Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner


Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Making A Broadband Purchase Decision
Businesses today have many options for broadband connectivity. Clarifying your particular business needs prior to selecting a broadband provider will ensure an optimal match of broadband service to your requirements.

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Case Studies

Business Telecom Expenses Reduced 50%
A small to medium sized company in the midwest was interested in migrating to IP Communications, but in today's economy, they were hesitant to upgrade their communication system due to their perception that the cost would outweigh the benefits.

Multi-State Company Cuts Telecom Costs 50%
A multi-site, multi-state company with extensive monthly long distance fees and toll-free charges did not have adequate broadband for Broadvox SIP Trunking requirements, nor did they have a SIP enabled telephone system.

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?ces all over the country, the company spent a great deal of money every month just on internal phone calls.

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

Broadvox VAR Testimonial VAR 1:
Part 1 of the VAR (Value Added Reseller) Partner Program Testimonials for Broadvox...

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

Partner Program Overview:
Over 4,000 VARs, Master Agents, Solution Providers, and Independent IT Professionals trust Broadvox. We offer customized services and solutions to fit seamlessly into any company's business model. And when you partner with Broadvox, every member of our team stands behind you and your customers 100%...

SIP Trunk UC Summit

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.