Built over just 10 days in April, the VFAC helps the city distribute information, assistance, and aid to families who lost a loved one to COVID. These services include everything from burial assistance to locating records & documents to connecting with mental health services. Individuals are brought into the VFAC through several channels: Via the city’s online COVID portal, by calling the assistance line, or by having their data transferred over from the medical examiner’s office. From there, a navigator employed by the city is prompted to reach out and offer assistance. The VFAC’s internal admin portal helps managers efficiently assign navigators to cases. The system’s navigator-facing portal guides workers step-by-step through the structured intake/interview process and can be used to connect families to a wide range of relevant city agencies.
Since going live, the solution has been able to deliver various forms of crucial assistance to more than 600 individuals and families who have lost loved-ones as a result of COVID-19. Built over only 10 days, the platform has empowered the city to maintain robust client services during a challenging time.