Elkhart County Sheriff’s Department, IN
Elkhart Case Study (447 KB)
Proactive Efforts Avoid Costly Hiring
AIS™ handles 84% of all corrections facility calls freeing up time for busy staff.
Situation
Elkhart County, located in Northern Indiana, is growing, rising from approximately 183,000 residents in 2000 to almost 198,000 in 2010. And the county's correctional facility population expanded even faster with an average daily population of 580 in 2007 to 914 in 2009. The facility growth was accelerated by the move to its new $97.3 million complex in November 2007, which increased capacity from 344 to 936 inmates. The additional capacity relieved the previously cramped conditions and facilitated additional revenue through housing State of Indiana Department of Correction (DOC) inmates sentenced while detained in Elkhart County.
The Elkhart County Corrections Facility Management recognized that the increased scale would be accompanied by increased administrative demands. One concern was the volume of public telephone inquiries, which typically involved requests for inmate case and general facility information. One solution was to allocate more officers to the Booking, Main Control, and Lobby areas that were responsible for the phone calls. But this approach would be costly and repetitive phone calls were known to cause distractions that impacted booking accuracy and officer morale. Also, Elkhart County took pride in its responsive citizen service and knew it would be next to impossible to eliminate busy signals and missed calls during peak periods.
2010 Statistics
Total Calls Handled: 88,193
Total Calls Automated: 74,120
Automation Rate: 84.04%
Solution
AIS™, the nation's most widely deployed voice response solution for correctional facilities, was selected to automate citizen information requests. Telerus, the developer of AIS™ and a leading voice application hosting company, worked closely with Facility Management to identify the most common types of citizen inquiries, and AIS™ was put to work for Elkhart County within a few weeks. Now, every call placed to the Facility receives an immediate answer and AIS™ handles approximately 84% automatically. Callers simply speak the name of an inmate and AIS™ provides case information such as the inmate charge(s), bond amount, bond type, court date/time/location, projected release date, visits remaining for the week, and inmate identification number. Callers may also speak key words such as "location" or "mail" to obtain general information about the facility and its policies.
Benefits
While AIS™ allows callers with special needs or issues to transfer for staff assistance, the vast majority of routine calls are automated, which frees staff to supervise inmates and perform other complex tasks requiring critical thinking. As a result, additional staffing resources for telephone inquiries were not required.
With staff less often distracted by concurrent phone calls and walk-up traffic, booking accuracy and officer morale have improved. Equally important, Elkhart County citizens now have quick and convenient access to information from any telephone 24 hours a day, 365 days a year.
"If we had not had AIS™, we most certainly would have had to request additional staff to answer phone calls. AIS™ also helped reduce booking errors and citizen complaints. Over 88,000 calls came into our corrections complex during 2010 and 84% were automated by AIS™, which directly impacted our operational efficiency and capacity to service citizen information requests."
-Sheriff Brad Rogers, Elkhart County
Through proactive effort and innovative thinking, the Elkhart County Sheriff Department is operating efficiently while meeting citizen requests for information on a timely basis…all while saving taxpayers money.
Our civilian receptionist used to be chained her desk just answering phone calls. Now, she can actually focus on other tasks.
Weld County Sheriff's Office, CO
Weld Case Study (453 KB)
AIS™ Helps Weld County's Commitment to Citizen Service Ring True
Booking Department undergoes dramatic change as AIS™ handles almost 90% of all corrections calls.
Situation
Weld County, Colorado's extraordinary commitment to citizen service was being put to the test. Sheriff John Cooke had mandated that all incoming calls to the Weld County Correctional Facility be answered by the third ring. But with an average of 472 incoming calls each day and explosive population growth of 44 percent over the past decade, the sheer volume of calls made this a tall order, especially considering that staff members had a multitude of responsibilities beyond answering phone calls. The massive volume and repetitive nature of calls overwhelmed the civilian based staff and led to a stressful atmosphere with citizens frequently on hold, calls rolling over to costlier officers, and a high job turnover rate. Inner-agency partners were also frustrated by lengthy holds, and the constant barrage of calls impacted staff's ability to handle other important tasks such as booking with consistent accuracy. Meetings and training sessions could rarely, if ever, be handled without interruption. Something had to be done if Weld County was to continue offering the highest level of citizen service that Sheriff Cooke felt the community deserved.
2010 Statistics
Total Calls Handled: 172,158
Total Calls Automated: 154,426
Automation Rate: 89.7%
Solution
Like many Counties, budgetary limitations prevented Weld County from adding new staff, so they examined AIS™, the nation's most widely deployed voice response solution for correctional facilities. Initially, Nicole Morrill, the Weld County Booking Manager, was leery of making such a big operational change. "But switching to AIS™ proved to be the easiest software implementation I've ever been a part of." Telerus, the developer of AIS™ and a leading voice application hosting company, worked closely with Weld County to identify the most common types of citizen inquiries, and in a matter of weeks, the system was operational. Overnight, the atmosphere in the Weld County booking department changed dramatically.
Benefits
According to Morrill, "Our staff couldn't believe it. It was so quiet, they thought the phone system must surely be broken. The difference has been like night and day." With AIS™, 89.7% of all calls are automated. Every citizen caller receives an answer within three rings and is given a quick and easy self-service option to obtain information, 24 hours a day, in English or Spanish. The civilian staff, previously dedicated to answering the non-stop inquiries, is now tapped to handle other administrative tasks, which improves overall operating efficiency and individual job satisfaction. Morrill noted, "Believe it or not, we have found that callers actually trust the automated system more than people! After hearing information straight from the system, they aren't as likely to question us about an inmate's charges or argue about a bond amount." As a result of these direct and indirect efficiencies, there hasn't been a need to request additional staff members, a costly and uncertain request that would have almost certainly have taken place without AIS™.
Sheriff Cooke sums it up: "Citizen service is a priority at Weld County and AIS™ helps us handle information requests effectively while saving our taxpayers time and money."
Winnebago County Correctional Center, WI
Winnebago Case Study (463 KB)
AIS™ Provides Instant Relief & Around the Clock Access to Winnebago County Correctional Center
Situation
Getting through to the Winnebago County Correctional Center in Wisconsin was easier said then done. A single receptionist was tasked with handling all walk-up lobby traffic, as well as answering the flood of incoming phone calls to the 325 bed facility. "The phone was always ringing and there were huge waits in the lobby. People were often frustrated and took it out on the receptionist," recalled Capt. Mark Habeck. "It was simply too much for one person to handle."
Due to budget cuts, incoming calls could only be routed when the lobby window was open during the day. Anyone calling during off hours was out of luck and couldn't get any questions answered. Not only was this frustrating to citizens seeking information about an incarcerated loved one, but it also lead to a back up of calls that made "peak hours" an all day affair.
2011 Statistics
Total Calls Handled per Day 127
Total Calls Automated per Day 101
Automation Rate 79.23%
Solution
"It was very, very difficult for callers to get through," said Habeck.
"We really had no idea what our call volume was because it was impossible to answer each call."
Facility management was frustrated by the situation, but without the budget to add more staff, they felt that their hands were tied. Then the facility learned about Automated Information Services (AIS™), a voice automation solution specifically designed for correctional facilities. With AIS™, all calls are routed to a centralized voice response system. Callers simply speak the name of an inmate and the system provides case information and answers to commonly asked questions, including, charges, bond amounts, visitation times, court dates, release dates, location and directions to the the facility, and more. There is even a Spanish speaking option and best of all, the system runs 24/7, so those previously unanswered off-hours calls are handled.Benefits
Although Habeck had concerns about the implementation and integration of a new system, he found it to be very simple. "Telerus took care of everything," Habeck remarked. "Implementation had been my greatest concern with this process, but it went really smoothly."
"AIS™ immediately changed the atmosphere of our facility and certainly made for a better working environment," Habeck noted. "The process was smooth, implementation was simple and the results have been absolutely fantastic."
Passaic County Sheriff’s Department, NJ
Passaic Case Study (445 KB)
Large East Coast Jail Relies on AIS™ to Help Control Calls & Improve Atmosphere
Situation
The Passaic County Jail is a large 1,100 bed facility located in Paterson, New Jersey. Its motto is “Security, Custody & Control.” For a busy facility of its size, living up to this motto can be challenging. Despite the demands placed on the jail staff, the facility has proven to be one of the most secure county correctional facilities in the state. And each and every call to the Passaic County Jail is answered by the third ring, ensuring citizens get prompt answers to their questions. But this wasn’t always the case.
“Before we began using AIS™, we were bombarded with calls. There was no way to handle them quickly or efficiently,” recalls Warden Michael Tolerico. “It seemed like for every single inmate, we’d get separate calls from their brother, sister and mother, all wanting the same basic, everyday operational information. It was impossible to effectively meet the demand.”
Previously, a mix of officers and civilians in the Records Division had been charged with answering the heavy load of calls. The atmosphere was extremely hectic and callers endured long wait times if they were able to get through at all. Looming budget cuts were the incentive to give AIS™ a try—it would be less expensive to use AIS™ and to re-deploy staff to handle other tasks.
Solution and Benefits
Most of the staff were initially resistant to implementing an automated phone system, but they were soon won over by over by AIS’ effectiveness. The system was designed so that callers can easily find answers to their questions without having to hit zero for a live attendant. This 82% automation led to a much quieter and less hectic atmosphere.
2011 Statistics
Total Calls Handled 132,055
Total Calls Automated 108,120
Automation Rate 82%
And while the impressive automation rate has improved the atmosphere of the Passaic County Jail, Warden Tolerico was won over by the easy implementation.
“I’ve worked with a lot of different vendors on all kinds of new computer systems,” he said, “But AIS™ was hands down the most seamless install and transition we’ve ever had. Going live was absolutely effortless on our part.”
With AIS™ in production for more than three years, it has become an integral part of the Passaic County operations and the once leery staff are now solid supporters.
“They would probably go nuts if we turned off AIS™.” Tolerico noted. “It’s been absolutely worthwhile for everyone—the staff, the callers and the bottom line.”
AIS™ Helps Improve Booking Accuracy at Sarasota County Jail
Sarasota Case Study (449 KB)
Sarasota County Sheriff’s Department, FL
Situation
The headline in the Sarasota Herald-Tribune read, “Sarasota County Jail’s Errors Pile Up” and the investigative story detailed the booking mistakes leading to inmates being released too early or held too long. Although jail experts agreed that the number of errors were typical for a facility of its size, he negative publicity cast a shadow on the Sarasota Sheriff’s Department’s reputation and underscored the need to improve operations at the 1,100 bed facility.
While Sarasota County’s booking errors are not unusual, their candidness and transparency are practically unheard of. At most jails, booking errors are closely guarded secrets rarely discussed. But every Jail Administrator knows that they exist and just how challenging they are to address. After all, jails across the country are grappling with how to do more with less as budgets are slashed, yet ADP’s are remaining static, or in some cases, even rising. And for most facilities, this means increased strains on their booking departments.
The booking department at Sarasota County Jail was no exception. Booking clerks were expected to book, process and release upwards of 50 inmates per day, as well as simultaneously handling a non-stop barrage of phone calls. Most of the callers were looking for routine information such as inmate charges, bonding information, visitation hours, and directions to the facility. Jail front desk deputies were expected to deal with walk up traffic from visitors to the jail, process bail bonds, provide lobby security, investigate incidents occurring in the jail, as well as answer telephone calls. These calls proved to be a major distraction from more critical tasks.
According to Lt. Dario Valente, “It’s no secret that constant interruptions can cause errors. The jail front desk and booking department were always inundated with calls, making it a really stressful environment. The phones just kept ringing and ringing.”
Solution
After “years of frustration,” Sarasota County found a cost-effective solution in AIS™, the nation’s most widely deployed voice response solution for correctional facilities. With AIS™, all calls to the Sarasota County Jail are answered by the third ring, and callers can simply speak the name of an inmate or the type of facility information desired. A Spanish speaking option is also available and calls are answered 24-7. While citizens retrieve information quicker and easier than before, staff members are free to focus on other tasks with improved focus.
2011 Statistics
Total Calls Handled Per Day: 304
Total Calls Automated Per Day: 249
Automation Rate: 84.04%
Since going live in April of 2011, AIS™ has handled over 81 percent of incoming calls, which provides the booking department timely relief and newfound ability to focus on critical tasks with fewer interruptions.
Benefits
“The booking errors and stressful working environment were the primary reason we decided to get AIS™,” said Valente. “And since its implementation, we’ve seen a significant decrease in the number of booking errors. We’re really happy with it and the work environment has definitely improved.”
While many facilities opt to address booking errors by simply “brushing them under the rug,” Sarasota County’s decision to face them head on resulted in benefits for citizens and the facility itself. Other facilities should take note of the accountability and openness at Sarasota County that led to identification of a solution and improved operations.
