Workforce Virtual Call Center

About the Program

Category: Human Services (Best in Category)

Year: 2021

Workforce Boulder County (WfBC) responded to the COVID-19 economic crisis by swiftly innovating a Virtual Call Center (VCC) to meet the immediate and emergent needs of people who lost employment. Staff coalesced to launch the VCC at end of March 2020, open Monday through Friday from 8 a.m. to 4 p.m. Since initiation through February 28, 2020, the VCC responded to approximately 20,422 calls (and counting). People who lost their jobs due to the pandemic experienced significant wait times attempting to reach the state Unemployment Office, often up to two months of time to receive a call back) and WfBC’s VCC provided a place for people to reach a compassionate, kind human to help them reach a resolution.