Case Study:

Establishing the Farmer and Rancher Call Center (FRCC)

Background and Challenge

The Farmer and Rancher Call Center (FRCC) was a critical initiative established to assist Hispanic, Latino, and female farmers and ranchers who believed they were improperly denied USDA farm loan benefits during the years 1981 to 2000. These individuals needed a dedicated resource to file claims of discrimination and receive guidance on the claims process. The project faced the following challenges:

1. Efficient Call Management: Implementing a system capable of managing a high volume of inquiries while ensuring accurate data collection and customer support.

2. Inclusivity: Supporting both English and Spanish-speaking callers, as well as accommodating callers from diverse backgrounds with varying levels of familiarity with the claims process.

3. Compliance and Legal Sensitivity: Ensuring that the call center adhered to strict legal and procedural guidelines while handling sensitive information.

4. Stakeholder Coordination: Aligning efforts between USDA offices, external claims administrators, and the call center staff to ensure seamless operations and consistent messaging.

Strategic Approach

Leveraging prior experience with similar projects, including the Broadband USA Help Desk, the project team implemented a comprehensive solution involving technology, policy recommendations, and detailed standard operating procedures (SOPs). Key strategies included:

1. Policy and Procedure Development:

   • Drafting call center scripts to standardize communication and ensure adherence to legal and procedural requirements.

   • Creating escalation protocols to address non-standard inquiries, such as those involving media or legal representatives.

   • Documenting processes for data collection, caller verification, and claims packet distribution.

2. Bilingual Support:

   • Implementing dual-language automated greetings and scripts to cater to both English and Spanish-speaking callers.

   • Training attendants to provide consistent support in both languages.

3. Integration with Existing Systems:

   • Establishing a feedback loop with the USDA's Office of Civil Rights and external claims administrators to ensure smooth coordination.

   • Leveraging lessons learned from concurrent projects like the ELMS system to enhance technical efficiencies.

Solution Design

1. Call Management and Data Collection:

   • Automated greetings provided callers with clear information about the call center's purpose and operating hours.

   • Call scripts ensured that attendants collected essential data, such as names, contact details, and mailing addresses, in a structured manner.

   • Escalation pathways were established for inquiries beyond the scope of the call center, such as program-specific questions or civil rights complaints.

2. Claims Packet Distribution:

   • Contact information was forwarded to an independent claims administrator responsible for mailing claims packets.

   • A 120-day timeline was communicated to callers for the delivery of these packets, ensuring transparency.

3. Training and Quality Assurance:

   • Attendants were trained on both procedural and cultural sensitivity to ensure they could effectively assist diverse callers.

   • Quality assurance measures were implemented to monitor call handling and data accuracy.

Implementation Highlights

• Standardized Communication: The call scripts ensured all callers received consistent and accurate information, minimizing misunderstandings and errors.

• Stakeholder Collaboration: Close coordination with the USDA and claims administrators allowed for timely updates and resolution of issues.

• Bilingual Accessibility: Dual-language support expanded the reach and inclusivity of the call center, ensuring broader access to the claims process.

• Technical Integration: Processes were designed to seamlessly synchronize call center operations with external systems, enhancing efficiency and reducing manual errors.

Outcomes and Impact

1. Increased Accessibility: The FRCC successfully served as a centralized point of contact for eligible farmers and ranchers, facilitating their access to the claims process.

2. Data Accuracy: Standardized procedures ensured accurate data collection and reliable transmission to claims administrators.

3. Enhanced Inclusivity: Bilingual support and culturally sensitive practices increased participation among underserved populations.

4. Streamlined Operations: Clear protocols and escalation paths reduced bottlenecks and ensured that complex inquiries were appropriately handled.

Lessons Learned

1. Detailed SOPs Drive Success: Comprehensive scripts and procedures provided attendants with the tools they needed to handle diverse scenarios effectively.

2. Stakeholder Engagement Is Key: Continuous collaboration between USDA offices, call center staff, and external administrators ensured alignment and operational efficiency.

3. Cultural Sensitivity Matters: Addressing language and cultural barriers was critical to building trust and encouraging participation.

4. Iterative Improvements Enhance Outcomes: Feedback from attendants and stakeholders enabled ongoing refinements to processes and scripts.

The establishment of the Farmer and Rancher Call Center demonstrates how a strategic, well-coordinated approach can address complex challenges while fostering inclusivity and trust in government processes.