Virtual World, Real Connections: How Trello Helped Our Program Grow

About the Program

Category: County Resiliency (Best in Category)

Year: 2021

Chesterfield County Cooperative Extension (Extension) relies on an active group of 150 Master Gardener (EMG) volunteers to multiply programming efforts. The Help Desk is one such program fueled by EMGs, serving as a valuable resource for citizens seeking lawn, landscaping, or gardening advice. As the busy spring season approached for 2020, COVID-19 abruptly shut down county offices on March 16th. In order to provide citizens with accurate, timely information, contribute to safeguarding public health, and keep EMG volunteers engaged, the Help Desk was quickly transitioned to a virtual platform. Extension used a free, online collaboration tool called Trello to build the Virtual Help Desk (VHD). A core group of 25 EMGs were trained via Zoom, and by early April staff and EMGs were collaborating in real time using the VHD. In the first two weeks 40 cards (inquiries) were resolved successfully. The VHD provides contactless service that connects citizens to resources while remaining safe at home. When a diagnosis requires more than a digital photo, the VHD is integrated with Extension’s plant pathology and entomology laboratory. Residents can submit samples using a contactless drop-off area. In 2020, 592 questions were resolved through the VHD due in large part to the 1,286 hours contributed by EMGs. Based on Independent Sector’s value of a volunteer hour, that is $34,979 of value added to the county. This outcome is more significant given the use of brand-new technology in the midst of a pandemic and faltering economy.