Denver HRCP to Move Discrimination Complaint Intake to Salesforce; Councilors Voice Accessibility Concerns

Perla Gaylor, executive director of Human Rights and Community Partnerships, said the department is pursuing a Salesforce-based case management system to standardize discrimination complaint intake and reduce lost documentation and delayed responses. "Our new process ... is pursuing a robust technological solution with Salesforce to track received discrimination complaints," Gaylor said, and staff plan to present the proposal to the citywide Salesforce governance body on Sept. 30.

Gaylor said the current open online form is open-ended and often omits jurisdictional and investigatory details; the revised intake will use dropdown fields to capture location, date and protected-class information and will be available in "68 plus languages." She also noted that deputy Victoria Aguilar is overseeing the discrimination inbox and meeting regularly with the city attorney to confirm jurisdictional steps.

Several council members expressed concerns about relying on online intake and a 24/7 multilingual chatbot called Sunny. Council Member Sedena Gonzalez Gutierrez said, "I find those a little concerning ... not everybody has access to online forms or is able to go online and fill out forms." Gaylor responded that phone calls and emails remain accepted intake routes and that combining staff from disability rights and deaf services will place more people on complaint response duties.

Committee members asked HRCP to clarify how the department will ensure access for residents without internet, how language-access phone assistance will be integrated, and to provide examples of fallback in-person or phone intake for people with limited connectivity. HRCP committed to follow up with details and to continue using commissioners and partner nonprofits to assist outreach and intake.