1k Homes RVA- Call Center Protocol

Staging Site Coordinator for Services Call Center Czar Call Center Operator #1 Call Center Operator #2 Call Center Operator #3 Call Center Operator #4 Staging Site Coordinator for Team Leads Team Leads (24) Floating Team Leads (2)

Call Center Job Description Call Center Czar – Who: Latasha – What: Is responsible for addressing logistical issues that arise from crisis/emergency response. This includes managing the beds set aside for people who may need immediate shelter, coordinating the deployment of floating team leads, arranging transportation, contacting Crisis, and following up with the team lead for an update. – To do Items: Identify transportation resources, identify crisis unit contact, and recruit a crisis representative to come to the training Call Center Operators – Who: Jeff Miller- Healing Place Amy Herman- Virginia Wounded Warrior Howard Lebawitz- Veteran’s Administration – What: Will answer call in number and refer cases that need additional coordination to the Call Center Czar.

Call Center Protocol Team leaders will call into the call center to report an issue Each call will be answered by an operator who will screen for one of the following – Mental health crisis – Physical health emergency – Elderly – Family – Wheel-chair bound – Other non-specific urgent issues that will require immediate placement in shelter The operator will use the flow chart as a guide to provide the team lead with the next step.