From Outage to Action: How NAAVI Saves the Day During Phone Service Failures
Recently, a telephone service outage occurred in a particular region. Notification calls to be made to victims were not getting to their intended recipients. Things like this can happen in our increasingly technical world. When they do, what options does your system give you?
When this happened, the Virginia Department of Corrections’ NAAVI solution provided a set of features to quickly identify that there was a problem, to determine the extent of the problem, and to take steps to ensure that the notification can be provided.
NAAVI identified the issue by monitoring each phone notification to determine if the call was made. After three separate attempts for a phone notification were not deliverable, NAAVI created an alert for the NAAVI support staff to determine the extent of the issue. This alert occurs for each phone notification, so when there is a generalized outage, NAAVI produces several such alerts.
Once the alert occurred, the NAAVI team was able to quickly generate a report of phone call notifications that may have been affected based on type of notification, time of the notification, and phone call status. The NAAVI team also was able to include in the report whether the notification had been successful through other means (email, text message, letter). The following is an example of the report.
By means of the report, the NAAVI team was able to determine that only one notification had not been successful by other means (indicated by the red box), according to the victims’ requested methods. All other notifications in which phone call was requested were able to receive notification by other means (indicated by the blue circles).
The report also indicated what type of event formed the basis of the notification, which enabled the NAAVI team to determine what was the best means of getting that information to the victim. In this case, it was a 30-day advanced notice of an upcoming planned release, so the team chose to restart the phone call process. Had the notification been more urgent, the NAAVI team could have taken other steps, such as checking to see if other methods were available and using those or making a personal call when phone lines were available or reaching out to local authorities/advocates to provide the information.
The NAAVI solution, built on the SylogistGov Victim Services Suites (VSS), enabled the Virginia DOC Victim Services team to learn of the issue quickly and take appropriate action to ensure that the notification occurred with minimal disruption. “Thanks to the training and technical assistance provided by Sylogist, our Victim Services staff can autonomously identify and resolve technical issues within minutes, instead of waiting hours or days to even be notified of a problem. NAAVI is customized to our needs, making daily tasks easier and continuously evolving to best serve our dynamic environment.” Amber Leake, Victim Services Director.
What can VSS do for you?
