Clients are uncomfortable with changes. What assurance is there that clients will be informed of the changes and that some flexibility will be used in sensitive cases?
A. The clients receive information about the changes. Staff also receive information about the changes and they can assist clients. The clients will actually receive more efficient service with the call center. The call takers will ask a series of questions about the special needs of the client, which will be recorded in a database and also in their “client notes.” The call takers will get to know the clients and their needs quickly. Call center management onsite will assist the call takers if the client needs additional questions answered. They may also call social service staff to discuss issues.
