Defran Call Center Module Improves Crisis Response Capabilities of Human Services Providers

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New solution provides integrated tools to enhance decision-making, encourage best practices and improve quality of care.

Defran Systems, Inc.

"With Defran’s new functionality fully integrated with the entire enterprise-wide system, we’ll be able to better access records, manage tasks and delegate assignments during these periods of urgency."

Defran Systems, Inc., a leading developer of web-based, enterprise-wide case, clinical and financial management software for human services organizations today announced the release of their groundbreaking call center functionality. This robust functionality enables agencies to more effectively manage urgent incoming calls by facilitating rapid decision-making, enhancing crisis response time and promoting procedural best practices. This ultimately improves the timeliness and quality of care for individuals in crisis situations.

Defran’s call center functionality enables call operators to instantly retrieve client data and log calls for unidentified individuals, which is critical in crisis situations where callers are often reluctant to share personal information. Additionally it supports broad flexibility with Defran’s powerful form designer, allowing agencies to customize how they record information, supporting their best practices and ensuring a more pleasant and productive working environment for staff.

“Youth Villages manages the child psychiatric emergency mobile crisis hotline for the entire state of Tennessee, so our call volume is enormous,” said Hughes Johnson, director of performance improvement, Youth Villages. “Since our contract with the state requires us to arrive at a client site within the hour during emergencies, efficiency is critical. With Defran’s new functionality fully integrated with the entire enterprise-wide system, we’ll be able to better access records, manage tasks and delegate assignments during these periods of urgency.”

Many agencies that operate call centers struggle because they cannot effectively record information from anonymous callers, callers who give limited information or those who aren’t already agency clients. Additionally, many utilize separate call center applications that don’t integrate with their broader client and program databases. This often results in these applications functioning as obstacles rather than tools.

“We can now review multiple client records and manage multiple calls simultaneously,” added Johnson. “This ability to efficiently multitask saves us time, ensures we are operating with as much information as possible, and enables us to provide fast, well-informed treatment decisions for our clients.”

Defran’s call center module eliminates potential issues that can compromise data accuracy and integrity within the system. In other systems, if the caller doesn’t provide complete information, agency staff will unnecessarily create a duplicate client record. This results in cluttered data and lower quality of care, as staff cannot determine an optimal response without being able to reference relevant information such as previous crises and current medications. The fast and seamless support of Defran’s call center reduces agency response time, provides more meaningful response quality, and enables better quality documentation.

About Defran Systems, Inc.

Defran Systems, Inc. is a leading developer of single solution case, clinical and financial management software for the Human and Social Services Industries. The company’s web-based, flexible and reliable enterprise-wide software supports more than 2000 human services facilities in the United States including Behavioral Health, Mental Health, Foster Care, Child Welfare, Developmental Disabilities, Substance Abuse and other specialized programs. Defran’s electronic health system is a completely integrated EHR/EMR and AR/AP sub-ledger system that includes a host of productivity aids that are unmatched in the industry. Defran Systems, Inc. is ONC-ATCB 2011/2012 certified and is considered a leading innovator in software development for organizations that operate programs across the full continuum of care. For more information about Defran Systems, visit http://www.defran.com.

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Ben Jacoby
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