Project Experience
Client
Project
Description
Stood up an inbound/outbound call center within five business days to provide support and help answer survivor questions following the Maui Wildfires in 2023. • Built IVR and provided inbound call scripts • Created new hire training program
Maui County and Hawaii Emergency Management Agency (HI-EMA)
Maui Wildfire Response and Recovery
• Hired and trained 50 agents and four supervisors • Provided program-specific FAQs to support survivors
Expanded the scope of the Hawaii call center to complete ROE intake, requirements gathering, and review for Maui County ROE approval. • Expanded IVR to include ROE intake questions, added IVR routing to USACE • Created ROE application training, supporting three levels of application processing • Case management • Inbound and outbound calling Contracted by Speridian Technologies to assume call center responsibility from another vendor failing to meet the expectations of the State of Arizona for supporting homeowner application processing for COVID-19 assistance. • Built new IVR, supported inbound, outbound, call backs and voicemail • Created program specific agent training while building trust with Speridian • Stood up call center within 48 hours • Staffed nearly 6,000 call center agents at peak (average of 3,500 agents) • Provided statewide help line for all 67 counties (over 21 million residents) • Trained state and local staff at point of delivery (POD) locations • Provided case management services to resolve participant issues • Provided full-time staff in Florida State Emergency Operations Center (EOC) to support program administration efforts • Interviewed callers to identify their need for assistance • Reviewed application details for program eligibility requirements • Ensured proper documentation, loans, and deeds met program qualifications Provided oversight of MAI Voice Contact Center contracted by Florida for Hurricane Idalia Non-Congregate Sheltering (NCS) • Developed program and P1C training documentation for the call center • Reviewed call center reports and worked with vendor to right-size staffing • Provided ongoing training support and addressed program questions
Maui County and Hawaii Emergency Management Agency (HI-EMA)
Maui Wildfire Right of Entry (ROE)
Arizona Homeowners Assistance Fund
Speridian Technologies
Florida Division of Emergency Management (FDEM) and Florida Digital Services
Program Management Services
Homeowners Assistance Fund
State of Vermont
OUR Florida Relief Program
State of Florida
5
TB Customer Relations
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