New Opportunities, Inc. Selects Active TeleSource’s LIHEAP Scheduling and Management System

Community Action Agency Serving Connecticut Will Increase Efficiency and Reduce Administrative Costs to Serve More Low Income Families 

 PORTLAND, Ore.— September 30,2014— New Opportunities Inc.(NOI),a community action agency serving more than 64,000 Connecticut residents, has implemented the Low Income Home Energy Assistance Program (LIHEAP) Scheduling and Management System (LSM). Designed to provide Community Action Agencies (CAA) an automated solution that delivers a high quality customer experience while maximizing staff efficiency, the LSM from Active TeleSource was created specifically to improve the delivery LIHEAP and related Energy Assistance programs for qualified households.

The LSM Simplifies Scheduling and Administration to Focus on Serving Clients Government and Community Action Agencies are dealing with shrinking budgets and limited resources driving the need for solutions that reduce administrative costs. Active TeleSource has developed a hosted software solution that simplifies routine tasks by blending Interactive Voice Response and Web-based management of back office processes. Optimized for LIHEAP programs, the LSM streamlines intake, scheduling, inquiries and reporting allowing CAA staff to focus on face-to-face interactions and provide a superior level of service.   “By allowing applicants to self serve on the telephone, customers schedule appointments or check the status of their applications 24/7 without the need to speak to CAA staff,” said David Smith of Active TeleSource. “The savings from this approach will flow directly to other organizational needs creating a win for the program and the community it serves.”   NOI, though its Energy Division, assists families in emergency situations facing termination of their heat, as well as providing preventative services focused on creating efficiencies that ultimately reduce long-term energy expenses. In 2013, NOI helped 21,198 families avoid the dangers of living without heat through the LIHEAP program.  

Soaring Operational Costs and Reduced Budgets Drive Need for Change James H. Gatling, Ph.D., President & CEO of NOI stated, “NOI faced an unprecedented and challenging year in 2013 marked by diminishing resources at the State and Federal levels, rising operational costs including soaring healthcare costs, and a federal budget Sequestration that forced indiscriminate, across the board cuts that impacted all of our operational units.” He continued by saying, “We also continue to look for ways to seek operational efficiencies in the way we conduct business that will help to reduce the cost of doing business.”

The Second Connecticut CAA to Select the LSM to Improve Organizational Efficiencies   NOI joins Community Action Agency of New Haven, Inc. that adopted the LSM for the 2013-2014 season with plans to continue. Savings derived from using the LSM include:

  • Improve Staff Efficiency

–  Reduce staff time with IVR-based prequalification, appointment scheduling, and customer application status inquiries for LIHEAP.

  • Better and Faster Appointment Scheduling

–  Streamline staff schedule and appointment setting processes with integrated calendars and a centralized database to manage appointments schedules for all Reps or group appointments across multiple locations.

  • Easier Reporting

–  Full reporting capabilities for the CAA plus customizable data sharing and import/export features. Automated customer record updates through the CAA’s own database vendor keeps the LSM up to date.

  • Complete Scalability

–  Manage multiple locations, other assistance programs, funding sources and more with one dedicated Energy Assistance software solution. For more information about Active TeleSource’s LIHEAP Scheduling and Management System, visit www.utility

AboutActive TeleSource Since it’s formation in 1997, Active TeleSource has built a center of excellence in customer care working with leaders in regulated industries.  The company has the combination of people, technology, systems and processes that meet the unique requirements of organizations that have high standards of state and federal compliance.   With two locations in greater Portland, Oregon, Active TeleSource is the preferred customer care partner for utilities and energy, financial services and healthcare organizations across the U.S. On the web: ###


Lisa MacKenzie

MacKenzie Marketing Group