HomeMy WebLinkAboutMOU UNITED WAY OF THE CSRA 2-1-1 RICHMOND COUNTY AND AUGUSTA 9-1-1 COMMUNICATION CENTER
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MEMORANDUM OF UNDERSTANDING BETWEEN
United Way ofthe CSRA 2-1-1 for Richmond County Georgia,
and Augusta 9-1-1 Communication Center
This agreement is made and entered into this 11 day of ~. ,2009 by and between United Way
of the CSRA, Inc., for Augusta-Richmond County Georgia, 2-1-1, herein referred to as 2-1-1, and the
Augusta 9-1-1 Communication Center, herein referred to as 9-1-1. This agreement is intended to define
the responsibilities of the parties named herein in collaboration of telephone service delivery. The
collaboration of this agreement will begin with 9-1-1 call transferring individuals to 2-1-1 who are
calling within Augusta-Richmond County Georgia and are in need of services appropriately referred to
2-1-1 and inappropriate to be handled by 9-1-1.
United Way 2-1-1 is a comprehensive information and referral service, providing free, confidential
assistance in finding help from among the many resources available in the CSRA. 2-1-1 is not a crisis or
emergency line. It is however, an excellent resource for gaining information that can put Richmond
County citizens in touch with professionals who care. The service is available 24 hours a day, 7 days a
week.
9-1-1 agrees to:
1. Call transfer individuals to 2-1-1 who are not in a life-threatening emergency, are not experiencing a
felony and are seeking health and human resources.
2. Not call transfer individuals who are performing a prank, behaving belligerently or are suicidal.
3. Accept call transfers from 2-1-1 when the request for services to 2-1-1 are life-threatening, felonious
or emergency in nature and beyond the scope of services offered by 2-1-1.
4. Provide appropriate training to 2-1-1 management and personnel to the types of services 9-1-1 IS
capable of providing and the type of calls 9-1-1 is capable of accepting from 2-1-1
2-1-1 agrees to:
1. Provide current and comprehensive information and referral services to individuals whose call is
transferred to 2-1-1 from 9-1-1.
2. Call transfer to 9-1-1 individuals who are in a life-threatening emergency or are experiencing a felony
and stay on the line until a 9-1-1 operator responds.
3. Provide appropriate training to 9-1-1 management and personnel on various shifts to the types of
services 2-1-1 is capable of providing and the type of calls 2-1-1 is capable of accepting from 9-1- I.
2-1-1 and 9-1-1 agree to:
1. Work cooperatively to benefit the residents of Augusta-Richmond County Georgia by providing
resources and services.
2. Commence the collaboration in Augusta-Richmond County.
3. Coordinate and exchange information, reporting, strategies, protocols and procedures of call handling
to optimize the operations of each party in providing services that impact the community.
4. Share reporting on call volumes and the types of calls received/transferred to improve quality of caIJ
handling.
5. Review this agreement annually. Either party may request changes to this agreement
6. Adhere to caIJer confidentiality guidelines and the organizational policies of both parties when
sharing information.
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7. Seek grant and funding opportunities that would provide fee- for-service compensation to 2-1-1 for
assisting
9-1-1 and the Augusta-Richmond County with call volume in handling emergency calls.
The parties agree to indemnify and hold one another harmless, for any and all claims which may
be brought by any other parties arising out of the performance of this memorandum of understanding
referenced herein;
This working agreement is effective and will begin August 1, 2009 for a period of one year with the
option to renew annually.
Signatures Reflecting Agreement Above:
:lJ '
By: Ilt .t'~'
Nancy Szo ins'::t '7J
2-1-1 Coordinator
United Way of the CSRA
Date:
IJ /4/or
By: LfJ J- Ii-
Deke Copenhaver
Mayor
Augusta-Richmond County, Georgia
Date:
,,1,/0';
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