Every second counts when somebody in disaster contacts the service. Gaining entry to the best-in-breed know-how, by means of Lifeline’s partnership with Cisco, is crucial for the organisation to have the ability to evolve and deal with extra interactions.
Julie Canepa is CIO, Cisco Asia Pacific, Japan & Greater China, and says Cisco and Lifeline have constructed a robust know-how partnership spanning the previous a number of years.
“We share the view that technology can bring exponential value to bring about meaningful change and provide lasting, measurable impact on human lives,” Canepa says. “Not only do we provide technology which has the power to provide connection quickly, reliably and securely, we fundamentally align with Lifeline’s purpose to help people in need.”
Most of Lifeline’s disaster supporters work in certainly one of its centres, supported by coaches. Some do work remotely, together with a variety of textual content and chat volunteers, says Lifeline’s Parkin, with stringent tips in place to make sure they’re arrange correctly.
“We have a disparate group of volunteers, and technology is key for anyone to be able to reach us at any time, from anywhere. Cisco’s platform helps us to deliver a more consistent experience in more efficient way. It’s a lifesaver for Lifeline.”
While folks in disaster have all the time been in a position to contact the 24-hour hotline, extra not too long ago, Australians have additionally been in a position to discuss to a Lifeline disaster supporter through textual content or chat. These channels aren’t but manned 24/7, however they’re proving to be very talked-about avenues for folks in disaster to achieve Lifeline volunteers.
“Our priority is to ensure help seekers can contact us through whatever channel they are most comfortable using,” Parkin says. “It will always be important for people in crisis to be able to reach us via phone. But we find younger people feel often more comfortable using chat or SMS. We just want to be there for people when they need us.”
Canepa says the Lifeline partnership is a nice instance of the worldwide know-how firm’s imaginative and prescient to energy an inclusive future for all.
“Technology is no longer a barrier to overcome to get connected, but an enabler,” she says. “Using advanced capabilities such as language translation, smart call routing, analytics and AI can extend the reach even further. This scales the service Lifeline provides and opens channels to more people, including hard to reach communities. It makes it easier for volunteers to participate, opens up new possibilities for much needed funding and creates opportunities for inclusion across Australia for organisations to work with Lifeline.”
Being in a position to work with a state-of-the artwork know-how platform additionally assists Lifeline to develop the absolute best “VX” – volunteer expertise – in addition to the very best high quality “HSX” – assist seeker expertise.
Parkin says: “VX is a critical focal point for us. We have to make it a great experience for our volunteers so they want to remain volunteers. This means making it easy to use and ensuring they have everything they need to perform their role.”
As for the longer term, Lifeline is exploring the way it can prolong its providers to offer much more help to Australians proper across the nation.
“We are dedicated to helping Australians anytime, anywhere. The pandemic has demonstrated how important our work is,” Parkin concludes.
Crisis help is out there from Lifeline on 13 11 14.
For additional help, to volunteer or donate go to www.lifeline.org.au
To study extra about how Cisco’s Technology helps obtain a extra inclusive future for all, click here.