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Central Falls expands constituent services; data tool shows more than 300 families helped
Summary
Staff described expanded office hours, lobby and housing clinics, and a simple data intake tool that allowed staff to track requests and show the office helped more than 300 families; the department plans a resident services center to open next summer.
Office of Constituent Services staff briefed the City Council on expanded resident services, case management and an interim data intake system that staff say has helped more than 300 families.
The presenter (identified as the resident services director) said the office extended hours at City Hall to improve access and added lobby clinics, housing clinics, utility assistance and application support. The director said those efforts and community outreach led the staff to assist "more than 300 families" over the past few years and to host events such as an annual mental health fair.
To manage increased demand the office hired a seasonal coordinator and a summer intern who developed a simple Google Forms intake and a data tool that staff say let them categorize requests and manage cases. Staff described the data tool as functioning as a basic case‑management system that supports weekly meetings among constituent services, the chief of staff and the mayor's office to escalate unresolved cases and identify trends for proactive response.
Staff also said they are preparing to transition to a dedicated resident center (referred to as a center in development) expected to open next summer and that they are exploring more formalized constituent‑services platforms but are constrained by cost. The office emphasized that the interim tools improved tracking and follow‑up and allowed staff to identify housing assistance and application support as among the most frequent requests.
Council members thanked staff for the work and agreed more systematic reporting and case tracking would help. Staff said they would continue using the current intake and data tool while pursuing more formal platforms if funding and state support become available.
