Wylie Evanson is the executive director at the Family Resource Centers for Washoe County School District in Reno, Nevada. Five center locations provide basic needs like food, clothing, shelter, hygiene, and other support to the children and their families across this 116-school district.
Before CallRail, Wylie described that the Family Resource Center wasn’t using any other program to track incoming calls: “we either didn't track the phone calls, or we had a paper sheet and wrote the person's name and phone number down – and then we would go off of that at the end of the month or the quarter. Some of our grantees were asking: ‘What's happening with these phone calls? Where's the most volume coming in? Which location is having the most clients call them? Where's the biggest need?’ So that's why we turned to a call tracking system with CallRail.”
Keeping track of the demand for resources has become easy with CallRail’s call flows. “If we have clients looking for resources for their family, we have them call into our call flow. We're able to customize their name and their number and then track what services they’re inquiring about … essentially route them to the closest location to wherever they live”.
Real-time reporting with proven results
CallRail’s reporting and analytics make it easy to provide grantees and board members with real-time demand for resources. “It helps our staff see it in real-time, and it's right there in a graph or bar chart and you can make it customizable.” The team then uses reports like the Missed Calls report to determine how many families are falling through the cracks, and develop strategies for timely follow-up. They’re then able to show their community members and administrators the volume and level of support they are providing and ultimately use the data to bide for funding.
“It's accessible and it's presented in an easy, simple way.”
CallRail data and reporting supplies The Family Resource Centers with that competitive edge when writing reports and applying for grants through the state: “A lot of times they’ll ask, ‘What are you doing that's innovative? What are you doing that’s being able to help your clients and help you be more accessible?” This question is easy to answer for Wylie and his team: they use Call Tracking to show the need, and the Lead Center mobile app to connect with their community in a more technologically advanced way.
Meeting families where they are with the Lead Center Mobile App
What was already a tough task of connecting children and their families with resources to succeed, became even more difficult with remote schooling during the pandemic. Wylie and his team needed a way to easily meet students where they were, and Callrail’s Lead Center Mobile App was the tool for the job. “We didn’t have a way to text message our clients … we did a lot of phone calls from our office.” The Lead Center Mobile app allowed Wylie and his team to use CallRail from their cell phones to work more seamlessly while conducting home visits out in the community and provide a more convenient way for families to communicate with the Center.
"Text messaging has been huge for us to be more mobile and connect with families that way."
CallRail allows Wylie’s team to text from the Lead Center mobile app, including taking pictures, sending documents, and more—and when they returned from home visits, all that information is in one place. “When we were working strictly from home, it was incredible because we were able to pull it up on our laptops and use everything right there … and we still use it that way now”. The Resource Centers are able to be more accessible and agile this way in providing assistance whether they are at home, in the office, or out in the community.
“If I'm out for a home visit and they're not home, I can pull out the app and call or text them directly from there and then everything is all attached through Lead Center.”
With CallRail, The Family Resource Centers are able to be more accessible, more flexible, and most importantly, build more meaningful relationships so they can maximize their impact.
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