Bowman Systems Provides an Immediate Infrastructure for 2-1-1 Providers
ServicePoint, the flagship product of Bowman Systems, is a ready-made Call and Information Management Tool.

The Vision: A Centralized Resource Hotline
Any effort to positively impact a community, if it is to succeed, must be supported by effective communication. The drive to establish a nationwide 2-1-1 Information Hotline and Resource Pool is an effort to improve communities across the country. But 2-1-1 is more than just a telephone number, more than just a call center; it is a complete system, a structured and coordinated and dynamic organization that informs citizens, mobilizes resources, and changes lives. And it all begins with one call.

The Promise: Community Impact
The establishment of a 2-1-1 system can benefit communities in a variety of ways. Individuals and families can connect with needed help day after day, organizations can connect with opportunities to make a difference in the neighborhood, investors can mine data to guide their decisions, and providers can inventory their resources to better serve the people. During times of crisis, those in need and those at risk will have instant access to reliable information and trained professionals to get them back on their feet, or better yet, to keep them from stumbling.

The Answer: ServicePoint
If a 2-1-1 is to succeed as a system the community residents must perceive it as more than a hotline. In order for a 2-1-1 to function as more than a hotline it needs an exceptional information and case management tool. ServicePoint is the world’s leading workflow suite and Consumer Information Management System. Already in use in more than forty states, ServicePoint commands the industry with is power, flexibility, and ease-of-use. Through ServicePoint providers are able to inform, refer, and track clients, to coordinate care, to plan and manage programs, to gather and share data, and to pool resources. Because there is no software to install nor any technicians to hire, ServicePoint and its centralized infrastructure are available immediately to get a 2-1-1 up and running. Bowman Systems products have enabled communication and collaboration for thousands of agencies across the nation, including more than a few successful 2-1-1s. If community impact through community connectivity is the challenge, ServicePoint is the answer.

 

ServicePoint Features Available to 2-1-1s
ServicePoint includes a powerful set of modules that enable call centers and information hotlines to better serve the communities they support.

CallPoint
In response to the unique needs of the call center environment, Bowman Systems is proud to unveil CallPoint – a call center interface. The module’s design is the culmination of direct customer feedback from ServicePoint users who operate call centers. It streamlines the data entry process for capturing both caller and call-specific information while remaining integrated with the larger ServicePoint package.
CallPoint allows users to create a call record, capture custom assessment information on the caller, issue referrals, indicate call status, and flag calls for follow-up. The “Quick Call” timer automatically records the length of each call. In addition, calls can be catalogued anonymously, or they can be associated with new or existing cases within the ServicePoint database. Once a call record has been associated with a client record, the full power of ServicePoint is at the user’s finger tips, including a full list of Assessments, Case Plans, Service Transactions, and more. Users can also search the complete index of call records by caller name, call status, call type, or follow-up status. This allows call center employees to easily return to a call record when necessary.

ResourcePoint
ResourcePoint is a flexible database of programs and agencies. Users provide detailed information about their agencies or programs—including contacts, addresses, locations, zip codes served, landmarks, handicap access, etc.—and the ResourcePoint interface stores, sorts, and prepares the data for immediate access. Once a service need has been determined, ResourcePoint can quickly locate an appropriate provider or a relevant program and can even generate a roadmap to the location.

AIRS Taxonomy
ServicePoint utilizes the AIRS Taxonomy. AIRS (the Alliance of Information and Referral Systems) is a professional association of I&R providers that seeks to improve access to services for all people through information and referral.
Use of the Taxonomy also provides benefits to providers after the fact, in that it automatically sorts data according to need types and usage, allowing communities to more accurately fund their services and target their populations.

Advanced Reporting Tool
Bowman Systems has partnered with Business Objects—the world leader in business intelligence solutions—to create the Advanced Reporting Tool (ART) for ServicePoint. ART implements stringent security features that protect privileged data access during client login, user queries, and report generation. Access levels can be customized according to user clearance; users can generate reports only on data to which they have authorized use.

The fully-integrated Advanced Reporting Tool allows ServicePoint users the ability to run more complete and complex queries over the Web, faster and easier, while still retaining the user-level security required by individual organizations. A System Administrator, for example, can run aggregate demographic reports encompassing whole communities, while case managers can focus only on localized or provider-specific data.

With ART, it is easier than ever to connect, create, format, and deliver. A wealth of accurate data can lead to more informed funding, greater investor interest, and improved operational efficiency.
 
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