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Q&A
Council member inquires about immigrant services hotline efficiency
5:28:55
·
82 sec
Council Member Alexa Avilés asks about the triaging element of the immigrant services hotline, focusing on how many calls can be resolved immediately versus those requiring more complex assistance.
- The question is directed to Margaret Martin from Catholic Charities Community Services
- Martin explains that most callers want both information and legal referrals
- The hotline no longer makes appointments with ActionMYC providers but offers information and referrals
Alexa Avilés
5:28:55
Thank you.
5:28:55
Thank you so much to this panel.
5:29:01
I I wanted to ask about about the hotline.
5:29:07
Would you be able to tell us a little bit I guess I asked the the question to Maya, but you're the one doing the work, about the triaging element of it, like how much of the calls are able to be solved kind of immediately and how much move on to needing more complex?
5:29:30
And I guess the more complex is is a referral.
Margaret Martin
5:29:35
Yeah.
5:29:35
That's a that's a great question.
5:29:38
I can get you better numbers than I think, but for now I can say I think most almost all the callers ultimately want a legal referral.
5:29:48
So most callers want both.
5:29:51
They want some information.
5:29:52
How do I figure out what my immigration court hearing is?
5:29:55
And also how do I find a lawyer?
5:29:57
The hotline used to make appointments with ActionMYC providers under the old model of ActionMYC and it doesn't.
5:30:04
Now it does the information and referrals, including referrals within Catholic charities to many of the programs that people have been talking about today.
5:30:13
So I could get you better numbers on what percentages are which because we track that.