Blind World Magazine

Civil Service Announces Call Center Agreement.

January 20, 2006.
Business Wire (press release) - San Francisco,CA,USA.

New York State Civil Service Commissioner Daniel E. Wall today announced it has reached agreement with Industries for the Blind of New York State, Inc. (IBNYS) in Albany and its affiliate, The Association for the Blind and Visually Impaired (ABVI) in Rochester, to operate the Department's toll-free hotline for the New York State Accident Reporting System.

The hotline, which will operate out of the ABVI call center in Rochester, is expected to handle about 35,000 calls annually and will be open for business 24 hours a day, seven days a week, 365 days a year.

"We are pleased to enter into this contract with Industries for the Blind of New York, which will provide skilled service for our accident hotline callers and also offer increased employment opportunities for people who are blind or visually impaired," said Commissioner Wall. The call center utilizes advanced, adaptive technologies to enable workers who are sight impaired to use on-line tools and communications software to effectively respond to telephone inquiries.

"The Department of Civil Service has presented us with a wonderful opportunity to provide meaningful employment to people who are blind," said Richard M. Healey, President and CEO of IBNYS. He added, "We want to thank them for their confidence in our ability to serve their call center needs, and are committed to providing service levels that will exceed their expectations."

The contract is for a five-year period, with an annual value of about $275,000, said Commissioner Wall.

Call center representatives will electronically record telephone calls made by State employees when reporting work-related accidents via the Accident Reporting System toll-free telephone number, Representatives will also obtain information concerning each incident along with any injury information and assign the caller an ARS number.

The call center currently also provides services to the State Department of Labor and the State Insurance Department's Healthy New York program. The call center is staffed by blind and visually impaired workers. Seven new workers will be added to the call center as a result of the Civil Service contract.


Industries for the Blind of New York State Don O'Hagan, 518-456 8671

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