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County call-center phone failure disrupted HEAP outreach on Christmas Eve, officials say
Summary
A county call-center system failed on Christmas Eve, delaying HEAP service calls; the county rolled out a replacement system early, experienced longer call times and a few routing glitches that staff said have been corrected.
Legislator Jonathan Redeker asked about reported problems with the HEAP call line. Lacey Trimble, Commissioner of Social Services and Mental Health, told the committee the county-operated Call Center phone system failed on Christmas Eve and the vendor could not recover it.
Trimble said staff accelerated deployment of a replacement system; as workers learned the new system there were lagging call times and a few routing glitches that redirected callers to incorrect numbers, but those issues have since been corrected. She asked anyone who still encounters problems to reach out to the department.
