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Human Services explores AI-assisted phone triage to manage calls
Summary
Human Services staff told the board they are exploring AI-assisted phone software to triage incoming calls and improve response; the proposal was raised during the director's report amid staffing changes and service demand.
During the director's report on Aug. 4, Director Mandy Stanley said Human Services and IT are exploring AI-assisted phone software to triage incoming phone calls as a way to route inquiries and reduce frontline staff burden. The discussion followed reports of staff turnover and other service pressures in multiple units.
Stanley described the staffing changes prompting consideration of new tools: a resignation of a CCS Facilitator, a recently started ADRC Resource Specialist, and continued community demand for aging, transportation and food assistance. The minutes do not include vendor names, cost estimates, or implementation timelines; the board did not take a formal action on the matter at this meeting.
