Second, the Information and Referral module provides tools for tracking "Contract Calls." This allows customers to provide their agencies with after-hours telephone answering services where the agency's personnel can be paged or called and messages relayed on an "as required" basis.

• A single database of integrated information for call takers.
• Agencies manager their own profile live on the web.
• Elimination of multiple databases for program information.
• Agency information sharing between different departments.
• Service level information that can be used in the allocation process.
• Single point of entry for community access of Agency Support and Services.
• Extensive tracking and reporting capability.

Information and Referral Calls

• Each call is permanently stored in the database
• Call information tracked:
  • Call duration, and start/end times
  • Caller and client separately tracked
  • Call taker scripts based on call type
  • Multiple income sources and values
  • Multiple supplementary benefits
  • Multiple agency involvements
  • Multiple handicaps
  • Multiple children’s names and ages
  • Multiple insurance
  • Search by agency/program name, keyword
  • Search by AIRS taxonomy code
  • Use agency requirements to narrow search
  • Identify community needs not in the database
  • Allow follow-up on services received

Contract Calls

• Call taker scripts based on call type
• Agency specific relay priorities and sequences
• Tracking of all relay attempts
• Automatic pop-up reminders of long relay times
• Extensive reports to agencies