Social and Behavioral Sciences Commons^™

Evaluation Of The Clerical Triage Pilot Program’S Implementation Process, Jacqueline Torres

Capstone Projects and Master's Theses

The Monterey County Department of Social Services (MCDSS) has created a pilot program to their caller system in an effort to increase the caller satisfaction. The name of this pilot program is the Clerical Triage pilot program; which will be implemented at the administrative area of MCDSS. This capstone project will focus on following the implementation of the Clerical Triage Pilot Program and the short term results that occurred. This project gives a clear representation of how an implementation will look like if implemented to a caller system. The results will affect the call volume, and caller wait time; this …