Washtenaw County is seeking information, recommendations and various designs and technical solutions to deliver a turnkey communications environment for it’s Community Mental Health (CMH) Communications Hotline. Our intent is to build a highly resilient and fault tolerant state-of-the-art contact center and Unified Communications platform that is monitored, managed and supported 24x7x365.
Washtenaw County Community Mental Health (CMH) operates a 24x7 Mental Health Crisis Hotline (Access Line) which provides services to individuals who are in crisis and are seeking immediate help. It is essential that this Access Line is always operational, that call quality is extremely high, that calls are answered quickly, that agents are not restricted to a single site and that end-to-end support is well defined and understood.
There are about 330 employees in CMH, of which less than 50 may take Access Line calls at some time or another. Other employees, including behavioral health professionals, may receive a handoff from the Access Line to a desk phone or a County-issued cell phone. Cell phones are used extensively and are frequently forwarded to from desk phones.
Access Center agents are located on-site at 555 Towner, in Ypsilanti, and with failover phones located at 2410 East Ellsworth in Ann Arbor. Business Continuity and Disaster Recovery is limited to manual processes and there is no active DR site.
Call volumes average 5,000-6,000 per month and primarily originate from outside the County network. Calls come from individuals seeking assistance within Washtenaw County, from after-hours rollover of individuals seeking assistance from Lenawee, Livingston and Monroe Counties, from Washtenaw County health care facilities and from Washtenaw County law enforcement agencies seeking help for an individual.
Washtenaw County is seeking information, recommendations and various designs and technical solutions to deliver a turnkey communications environment for it’s Community Mental Health (CMH) Communications Hotline. Our intent is to build a highly resilient and fault tolerant state-of-the-art contact center and Unified Communications platform that is monitored, managed and supported 24x7x365.
Washtenaw County Community Mental Health (CMH) operates a 24x7 Mental Health Crisis Hotline (Access Line) which provides services to individuals who are in crisis and are seeking immediate help. It is essential that this Access Line is always operational, that call quality is extremely high, that calls are answered quickly, that agents are not restricted to a single site and that end-to-end support is well defined and understood.
There are about 330 employees in CMH, of which less than 50 may take Access Line calls at some time or another. Other employees, including behavioral health professionals, may receive a handoff from the Access Line to a desk phone or a County-issued cell phone. Cell phones are used extensively and are frequently forwarded to from desk phones.
Access Center agents are located on-site at 555 Towner, in Ypsilanti, and with failover phones located at 2410 East Ellsworth in Ann Arbor. Business Continuity and Disaster Recovery is limited to manual processes and there is no active DR site.
Call volumes average 5,000-6,000 per month and primarily originate from outside the County network. Calls come from individuals seeking assistance within Washtenaw County, from after-hours rollover of individuals seeking assistance from Lenawee, Livingston and Monroe Counties, from Washtenaw County health care facilities and from Washtenaw County law enforcement agencies seeking help for an individual.
