I-65 paved the way to a redesign of the Rescue Support System software in Spring Hill. After guidance from Dave Anderson, Joe Kelly from the Chattanooga Call Center led a discussion with Terri Henry, Courtney Johnson, Debbie, and me. We brainstormed about ways to improve and simplify the software. Coaches must follow a detailed process on phone calls or chats. Making the screen as user-friendly as possible will shorten the length of calls, increase the number of youth receiving help, and increase hope coach retention. The meeting lasted most of the day with a follow-up discussion with Dave at its conclusion. Ultimately, we recommended eliminating some pages by consolidating the necessary information, using hover tips, and moving lengthier help screens into linkable pages. We also recommended providing some coach-specific feedback on call statistics.
Debbie and I really enjoyed today’s meeting. Everyone contributed and valued the opinions of the others. The group benefited from the different perspectives. I was the novice user with the least experience, Debbie has the experience of a remote hope coach, Courtney uses the software in-house, and Terri and Joe manage coaches. Remote hope coaching allows coaches to take calls and chats from the comfort of their own home using web-based software. The RSS software then guides the interaction just as it does for coaches who work in call centers. Even as the software aides the implementation of best practices during coaching, it also documents the call. Call history enables performance feedback for supervisors and hope coaches. Coaches also have access to valuable information about previous interactions with repeat callers. In more serious cases, like homicidal talk, suicidal talk, or reports of criminal activity, it can help prove the due diligence of the coach and the ministry.
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