BI Incorporated is continually improving and expanding our suite of comprehensive technologies and services based on evolving agency needs and emerging technology. In addition to the quality monitoring services we have provided our customers for more than 30 years, our new Monitoring Operations offers the most comprehensive solution for caseload management in the field, whether offenders are on electronic monitoring or not. With the acquisition of Protocol Government Solutions, we now offer a single consolidated software system for case management support that includes integrated voice recognition, offender messaging, curfew scheduling, fee collection, automated billing and officer compliance monitoring. Protocol has 22 years of government experience, currently works with 20 states and has more than 100 state and local contracts in place supporting a wide variety of services.
Henry Conforti is responsible for the development and implementation of Protocol Government Solutions’ overall business strategy and key initiatives, as well as the development of new business relationships. Mr. Conforti has extensive experience in the corrections field, business development, operations management and software development. Prior to Protocol, Mr. Conforti served as Regional Director of PMI McLaughlin, an electronic monitoring business in which he led the company into the offender monitoring marketplace. Mr. Conforti started his career in corrections as Head Residences Counselor in 1987 at The Safer Foundation in Chicago.
Q. BI recently announced the acquisition of Protocol Government Solutions. How will this enhance current Monitoring Operations?
A. BI understands and respects the enormous responsibility and public trust placed in agencies managing community corrections programs and we are continually improving and expanding our suite of comprehensive technologies and services. By incorporating Protocol’s wide range of caseload management solutions for both hooked and unhooked offenders, we have added additional tools to assist agencies in meeting the daily challenges of supervising offenders in the community. We are continuing to provide 24-hour availability for consistent, uninterrupted customer support and protection of critical offender and agency data. In addition, our caseload support services can relieve officers of up to 70 percent of their clerical or data processing workload, which enables them to increase productivity and spend their valuable time with offenders. BI is committed to our customers and to the communities they serve, which ensures corporate stability, expanded alternative sanctions, corrections-focused service and the highest standards of quality and program support.
Q. How does Monitoring Operations help officers manage their caseloads more efficiently?
A. BI offers several solutions to assist officers in managing their caseloads whether clients are on electronic monitoring or not. Our 24-hour call center can serve as a dispatch center, where operators dictate calls from offenders, officers and outside agencies. Offenders can check in via a live operator or through our Integrated Voice Recognition System. Officers can leave messages for offenders, request warrants and escalate critical incident notification. This expands after-hours coverage for agencies, showing a 24/7 presence in the community. We also offer a one-of-a-kind case management package that reduces up to 70 percent of clerical work. We will work with an agency to customize the program specifically to their needs, seeking a seamless transition to the new system and a result of fully automated caseloads. Another feature offered through these services is the ability to handle offender fee collection. If an agency collects fees from offenders, BI can take the burden from officers to improve collection efforts and reduce costs to the agency. These fees can also be applied to offset cost of the program. What really sets us apart, however, are our variety of services to meet agency caseload needs. These include offender check-in and interviews, curfew monitoring, offender messaging services, court date reminders, drug test notification, cell phone locator and sex offender registry, to name a few.
Q. How does BI’s expanded Monitoring Operations Center enhance an agency’s electronic monitoring program?
A. Electronic monitoring offers a tool for agencies to supervise offenders in the community and help enhance public safety. With BI’s Monitoring Operations, agencies have an added layer of support with their program. This includes dispatched referrals for equipment enrollments and installations, dispatched referrals for equipment repairs and replacements, managing offender profiles, schedules and exclusionary zones and managing events and alerts. Our Monitoring Operations can act as a ‘first response’ to violations for agencies by troubleshooting alerts and providing immediate notification of violations.
Q. Can you expand on your call center services?
A. Our call center is located in Aurora, Illinois, and staffs 168 highly trained, background checked operators. We handle 3.3 million inbound calls annually from offenders, officers, outside law enforcement and treatment providers and place 1.2 million outbound calls annually, verifying offenders’ schedules, attendance at treatment sessions and following up on violations. All calls are recorded and transcribed, real-time, into the chronological case notes for each offender. Anything that happens with an offender (i.e. arrest, law enforcement contact, positive drug test) is transferred to a live operator ensuring that it is handled immediately. Not only does our call center serve as an offender messaging system, but officers can also call in from the field to request an operator dictate their case notes. This saves a great deal of time for officers to focus on field work as opposed to paperwork. The ability to have us issue warrants and escalate notification of critical incidents makes this an ideal system for fugitive apprehension and greatly enhances public safety.
Q.Can you expand on your case management services?
A. BI’s caseload and monitoring support services offer a wide variety of options for automation if an agency requests this service. This can be integrated into a current web-based case management system or we can work with the agency to custom build a system. Our goal is to ensure that officers are getting the most out of our services to enhance the management of their caseloads. By utilizing our web-based services, agencies can automate parole plans, client agreements, LSI assessments, orders of protection, earned time and any other paperwork associated with the offender. Addresses, sex offender registration information and employment information can be updated with the click of a button. In addition, outside information and billing from services such as county jails, treatment providers and drug testing facilities can be integrated so that information is directly transcribed into the chronological case notes for each offender. Agencies are also able to automate parole holds and releases that are immediately sent to county jails. Just as easily as all of this data is entered into the system, it can be extracted into real-time, customizable reports with the click of a button. All information is accessible via phone, email, laptop, smart phone and PDA, 24/7.
Q. What other outside systems can be incorporated into your caseload and monitoring support services?
A. Some agencies choose to integrate NCIC into their existing systems. This provides a valuable public safety tool due to the immediate notification to the officer if an offender is wanted or has been arrested. The NCIC terminal offers 24-hour processing of all name and fingerprint hits on offenders. The ability for us to process warrants for an agency, if they so choose, allows for immediate notification to outside law enforcement as well as parole boards. This feature works well for agencies with fugitive apprehension units.
Q. How do your services drive officer compliance?
A. With the ability to run real-time, customizable reports at any time, agencies can set up quarterly or monthly department reports on any aspect of an officer’s caseload. This might include reports on offender violations, completed offender assessments and offender profiles and the number of offender contacts made by each officer. An officer on/off duty system can also be incorporated.
Q. What is an example of what a typical program might look like?
A. BI can customize a program that is unique to an agency. Many agencies will choose to incorporate our 24-hour call center with our live operators as well as the Integrated Voice Recognition option, our web-based case management services, fee collection service and warrant processing. BI is committed to our customers and to the communities they serve. We offer the highest standards of quality and support to each and every program.