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Responding to High Demand of Services and Community Crises – The Role of Reception
May 17, 2022 @ 2:00 pm - 3:00 pm
The Front Desk/Triage team at Catholic Charities of Tennessee, Diocese of Nashville, receives roughly 150 phone calls a day and about 25 people walking in seeking services daily. Join us to explore the new system that CC of Tennessee has created to address the high demand and reach our neighbors in crisis. Panelists will present how the team consists of three main points of contact: community volunteers, Social Work student interns, and Catholic Charities Basic Need staff members. Additionally, we will explore how community volunteers answer phone calls and direct clients to the appropriate intern or staff member, answer the door for all clients, check them in, and notify Catholic Charities staff of individuals who have arrived as walk-ins. Social Worker interns, both undergraduate and master’s levels, are trained in crisis intervention management and triage all phone calls and walk-ins. The student interns see each case through the referral process to ensure connecting the clients with the services they need, whether to a Catholic Charities program or an external partner.