With the acquisition of Protocol Government Solutions this year, BI Incorporated now offers a consolidated system for case management support. The Protocol team has more than two decades of experience supporting governmental customers. Henry Conforti is responsible for the development and implementation of Protocol’s overall business strategy and key initiatives. He has extensive experience in the corrections field, business development, operations and software development. In this Q&A, Henry discusses how Protocol’s services will blend with BI’s overall monitoring operations and caseload services.
Q. How will Protocol add to BI’s current Monitoring Operations solutions?
A. BI Monitoring Operations has been the industry standard for decades. By incorporating our sophisticated caseload management solutions for both “hooked” and “unhooked” offenders, we can better support supervising officers to manage a wide range of offender populations.
Q. How does Monitoring Operations help officers manage their caseloads more efficiently?
A. We offer a high touch, custom solution for each agency. Everything we do is designed to reduce an officer’s clerical work and hold offenders accountable. In fact, our caseload support services can relieve officers of up to 70 percent of their clerical or data processing workload.
Some examples: Our 24-hour call center can serve as a dispatch center, handling calls from offenders, officers and outside agencies. Offenders can check in via an operator or through our Integrated Voice Recognition System. Officers can leave messages for offenders, request warrants and escalate critical incident notification. We also handle offender-fee collection, a big time saver that also allows agencies to defray program costs or expand service levels. We can manage 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. Each of these helps officers manage large caseloads.
Q. How can you support an agency’s electronic monitoring program?
A. Electronic monitoring drives compliance to schedules and curfews. Protocol can dispatch referrals for equipment enrollments and installations, repairs or replacements. We can also manage offender profiles, schedules and exclusionary zones and manage events and alerts. We can act as a first response for agencies by troubleshooting alerts and providing immediate notification of violations.
Q. Can you expand on your call center services?
A. We handle more than 3 million inbound calls annually from offenders, officers, outside law enforcement and treatment providers. We also place more than 1 million outbound calls annually to verify schedules, attendance at treatment sessions alert follow ups. Each call is recorded into the chronological case notes. Anything that happens with an offender (i.e. arrest, law enforcement contact, positive drug test) is transferred to a live operator to ensure 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.
Q. Can you expand on your case management services?
We offer many options for case management automation. This can be integrated into a current web-based system or we can customize it for an agency. Our goal is to ensure officers are getting the most out of our services. Agencies can automate parole plans, client agreements, LSI assessments, orders of protection, earned time and any other offender paperwork. 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 into our system’s case notes. Agencies are also able to automate parole holds and releases that are immediately sent to county jails. Finally, all of this data is accessible 24 hours a day via phone, email, laptop, smart phone or PDA.
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 offering immediate officer notification if an offender is wanted or has been arrested. The NCIC database offers 24-hour processing of all offender name and fingerprint hits. The ability for us to process agency warrants 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 program 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 offender violation reports, completed offender assessments/profiles, and offender contact data for each officer. An officer on/off duty system can also be incorporated.
Q. What does a typical program look like?
A. Many agencies choose our 24-hour call center and the Integrated Voice Recognition option, our web-based case management services, fee collection service and warrant processing. But we know each agency has unique needs so we focus on custom solutions. We offer the highest standards of quality and support to each and every program.