Challenges
The client faced significant challenges during the COVID-19 crisis when the City Council established a COVID Helpline to aid the needy, migrant, and below-poverty-line population. The helpline, managed by only 5-6 existing staff, was overwhelmed with an estimated 1000+ distress calls daily. This volume was difficult for the limited staff to manage effectively.
Additionally, due to the high call volume, callers had to wait a minimum of 3 minutes to speak with a representative. This delay could potentially exacerbate the distress of those in urgent need of assistance. The situation highlighted the need for more robust staffing and efficient management of such crucial helplines, especially during a crisis.
