Civil Service Announces Call Center Agreement.ALBANY, N.Y. -- New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of State Civil Service Commissioner Daniel E. Wall Daniel E. Wall is the Civil Service Commission President in New York. He was appointed to the position in 2004 by Gov. George Pataki. As commission president, Wall also serves as Commissioner of the Department of Civil Service. 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 ABVI Association for the Blind and Visually Impaired ) 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 Adaptive technology is the name for products which help people who cannot use regular versions of products, primarily people with physical disabilities such as limitations to vision, hearing, and mobility. to enable workers who are sight impaired to use on-line tools and communications software (communications, software) communications software - Application programs, operating system components, and probably firmware, forming part of a communication system. These different software components might be classified according to the functions within the Open Systems 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 (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. 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 A toll-free, Freecall, Freephone, or 800 number is a special telephone number, in that the called party is charged the cost of the calls by the telephone carrier, instead of the calling party. , 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. |
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