The Community Support Call Center mobilized during volatile circumstances. From creating remote access for call center staff to ensuring that the community received accurate information, the operation brought the library’s information expertise to a fast-paced critical environment. This collaborative effort between the library, Community Services Department and the City Manager’s Office capitalized on city strengths. The library had to quickly adopt a new way of delivering information after researching and vetting information.

This operation delivered information during a critically challenging time. The library couldn’t depend on typical sources of published information, so librarians brought information skills to a situation moving in real time. To provide trusted and accurate information at a time where details and directives came though many layers of authority and expertise, the library quickly established an information and vetting pipeline for an evolving pandemic and sweeping urgent community public health order. Collaboration was key.

Besides providing trusted information to the community, the call center provided daily analysis of community information needs that informed better outreach services and city response to the health order. It helped to unify various municipal departments such as the police department, human services, utilities, legal and communications, as well as other local agencies. Finally, it enabled the library to provide credible information and resources to vulnerable community members in need.