Operating on limited or shrinking budgets, the staff serving the public is commonly small and often overwhelmed by high volumes of telephone and in-person inquiries. There are gaps between actions required and actions taken, and there is an inability to respond quickly to an ever changing environment. Telephone callers can experience busy signals, long hold times, or end up leaving multiple messages before they can get the information they need.

ATI’s technologies provide a comprehensive interactive speech and Web system that allows the public to obtain real-time information via the telephone or internet at any time. As a result, agency staff is relieved of a large percentage of repetitive phone calls and visits.

Foster Care Tracking

Foster Care DOWNLOAD PDF >

The issue of Foster Care Provider overpayments concerns many counties. With ATI’s Foster Care Tracking System, some counties have seen almost a 60% reduction in overpayments. Alerts can also be sent to all workers involved in a placement change to reduce friction between Child Welfare Workers and Foster Care Eligibility Workers.

  • Track Placement Changes more expediently
  • Payment Status

Welfare Benefits Access (WBA)

Benefits Center DOWNLOAD PDF >

Without self-service access to Welfare Benefits information, Social Services agencies are overwhelmed with calls and are unable to efficiently handle requests. Callers that cannot obtain information remotely end up forming long lines at agency offices. ATI solves these problems with Speech Recognition and phone/Web interfaces that allow clients quick and easy access to automated information on common topics. This offloads up to 50% (or more) of calls from staff, which helps Social Service agencies enhance their contact center customer service and reduce operational cost. With freed up time, contact center staff can focus on providing help to those who need it most.

Easy, Multilingual Access for Recipients:

  • Payments
  • Cost of healthcare share
  • Monthly food stamp benefit amount
  • Ordering replacement cards
  • Status of Landlord payments

In-Home Supportive Services

Adult & Aging DOWNLOAD PDF >

Allow county residents to easily become connected to important programs such as: senior center services, care management, in-home services, caregiver support programs, protective services, adult daily living centers, and other important services and programs which assist older county residents as part of a comprehensive continuum of care. With an Enhanced IVR system in place to handle the majority of inquiries, Adult and Aging staff can be far more efficient, the agency saves money, and most importantly – the public receives a better overall experience.

For the RECIPIENTS:

  • How to apply for benefits
  • Share of cost
  • Reassessment due date
  • Authorized hours
  • Order forms
  • Address changes

For the PROVIDERS:

  • Timecard /Paycheck status
  • Request verification letter
  • Authorized hours
  • Order forms
  • Address changes

RESOURCES