State Government, Disability Services

We developed a 3-module e-learning series to train phone operators on how to effectively zero in on a clients need, then provide the help requested. In this case, the client would be either a person with a disability, or a loved one or caregiver for a person with a disability. To adequately train the operators we used a combination of text and video content delivery with sceanarios placing the learner in a situation of receiving and responding to an incoming call. The calls were either edited versions of actual call into the "Disability Linkage Line" (DLL) system or simulated calls using our professional voice talent.

The Minnesota Department of Human Services is the largest department in the Minnesota government system. MN DHS has over 7,000 employees and helps over 1.5 million Minnesotans annually. Rivertown Communications has trained many of these employees.

Public assistance phone staff, located in multiple sites around Minnesota, who assist those calling in to locate services to help people with a variety of disabilities.

The e-learning modules we developed have successfully trained new phone operators and provided refresher training for current DLL phone employees for 10+ years. By using realistic scenarios with actual phone call audio, we were able to place the learners in realistic situations, preparing them to professionally answer real phone calls from those with disabilities seeking help. All the modules we created met both State and Federal accessibility requirements.

“Rivertown was excellent at helping to scope the project. and to develop the actual e-learning modules. They led the process of tracking down subject matter experts. developing scripts and storyboards, programming the trainings, and running the review processes. They were particularly good at understanding and working within our accessibility requirements, and brought keen insight and expertise in this area. Overall, they were extremely flexible as we ran into unexpected needs and changed course around content, including the need to expand different content areas, etc. Their flexibility extended to how they billed for the project as we changed scope, and overall, their pricing was very fair. They had a true concern for the quality of the product and the satisfaction of the client, and they were always available for our needs.

I would definitely recommend Rivertown Communications to other interested parties.”

Leslie Kerkhoff
MN DHS/Community Supports Supervisor