Maintaining and Improving Virtual Call Centers for Public Health: The CUNY Recovery Corps Experience

Area of Science:

• Public Health
• Health Services Research
• Social Work

Background:

• COVID-19 pandemic created significant barriers to essential resources for New Yorkers.
• Individuals and families faced challenges accessing housing, food, financial aid, and medical care during quarantine and isolation.

Purpose of the Study:

• To evaluate the effectiveness of the City University of New York (CUNY) Recovery Corps as a virtual resource navigation service.
• To highlight the program's role in connecting underserved communities to critical resources, including COVID-19 vaccinations, treatment, and Long COVID services.

Main Methods:

• The CUNY Recovery Corps operated as a virtual navigation center, prioritizing underserved neighborhoods.
• Implemented robust systems for service delivery, staff management, community building, and quality assurance.
• Focused on continuous quality improvement and process enhancement over three years.

Main Results:

• The program reached 374,728 New Yorkers and connected 135,147 individuals to essential resources.
• Achieved a nearly 10-point increase in successful client-resource connections through quality assurance efforts.
• Staff initiatives and professional development, including trauma-informed care training, improved morale, retention, and client interactions.

Conclusions:

• The CUNY Recovery Corps offers a scalable model for establishing virtual navigation services during public health emergencies.
• Effective program management, quality improvement, and dedicated staff support are crucial for success.
• Lessons learned can inform policymakers and service providers in proactively addressing health and social service needs.