The FCC requires phone companies to provide abbreviated dialing arrangements to make it easier for customers to access important services. Dialing 211 in Texas reaches a resource staffed by employees of the Texas Department of Health and Human Services.
The proposed service would be staffed by local qualified retired seniors who receive the initial call from the client with a predicament (to be implemented as an engagement). It is key that the concierge can handle the situation throughout the engagement. The concierge will seek ideas from other concierges if necessary and may even pass leadership of the call to a more appropriate concierge. The concierge will identify and engage people who are service providers to satisfy the client's needs.
A list of actions will be built by the group and converted into instructions for a Chatbot to follow up with the client to keep the momentum of the engagement rolling; resulting in a successful engagement and happy client.
This group of the client, concierge(s), and service provider(s) will be linked through a social network technology providing real-time collaboration with a voice link for members of the group who are mobile.
The advantage of staffing with retired seniors is that they are resourceful, would be able to handle new situations. They would know the local Austin area, and are trustworthy. They would be a calming presence for the client. I have a network of Austin leaders involved with organizations that attract seniors and believe this network can find the staffing for this endeavor.
In order to maximize efficiency, the team would be aided by a knowledge base of ATX services which would be a quick, growing reference for services to help the person in need.
To maximize effectiveness, the plan of action for the person in need would be captured and alarms would be set to assure that the plan is being carried out to resolve the situation. It is expected that in many cases the person in need is incapacitated enough to not be able to follow up.
This would be a learning system. Over time emergency needs would be categorized, solutions documented, and results captured from the team of teams to speed future calls. Automated responses would be incorporated to quickly handle ad hoc situations.
As more innovative solutions to repetitive needs emerge, they could be absorbed by Austin Impact and Social organizations so that the work of the teams is streamlined and whole Austin community benefits.