After-Hours Intake and Triage Workflow Case Study

This case study outlines the after-hours intake and triage workflow implemented by a large, multi-program organization providing various services, including behavioral health and community-based support. The organization faced challenges with after-hours requests, which varied in urgency and type, leading to misrouting and delays. A dedicated phone line for each program was established to improve the accuracy of request handling. When a call is received, the caller leaves a voicemail that is routed to the appropriate on-call group, ensuring that requests are managed by staff familiar with the organization’s programs. The workflow includes mechanisms for escalation and visibility, allowing coordinators to track request status and ensure accountability. The outcomes of this approach include improved routing accuracy, reduced errors, and enhanced ownership of urgent issues. This case study is relevant for organizations that operate multiple service lines and require efficient handling of after-hours requests.