Organizational example:
Connectinc
Organization/Program |
Work Central Call Center Program |
Program Purpose |
To serve families whose quality of life and economic security are threatened by employment-related circumstances in eastern rural North Carolina. In the last two years, textile and manufacturing plant closings in favor of overseas operations have added to the challenge as formerly successful workers are displaced. |
Program Description |
Connectinc was incorporated in North Carolina in 2002 and it is the parent organization for a variety of technology-supported call-center programs that provide a network of economic and social support services for struggling families, connecting them with opportunities for education, employment, job retention, and asset-building. Relying on sophisticated electronic communications and case management technology, The Call Center provides case management services to low-income workers via the telephone through a partnership with public and private organizations. The center’s case management software automatically schedules outreach and follow-up calls for case managers. The case managers use these calls to connect individuals with support service needs, provide guidance on how to handle issues in the workplace, and encourage individuals to pursue additional training and education that can lead to higher paying jobs. In addition to these outgoing calls, there is also a system for handling incoming calls via a toll-free number. If case managers are unable to reach someone by phone, the system automatically sends mail correspondence to congratulate individuals who reach their goals and reminds them of services and programs such as the EITC. All services rely on two extremely adaptable software packages—a case management system and a geographic resource mapping system—known as Connect Software. Interested organizations can buy the case management package (along with technical support and space on the Connectinc server, if desired) for application to their own case management needs. |
Progress |
After five years’ experience, Work Central has:
Besides the advantages for Connectinc customers, Connectinc brings economic benefits to the community and innovation to the field of human services. More than 6400 successful Work Central customers to date have contributed $81 million to the economic health of the eighteen counties that have participated. |
Contact Information |
Connectinc. |
Information from Jackie Savage at ConnectInc.