KINGSTON – During the height of the pandemic, Ulster County created a call service center to answer the influx of inquiries about the COVID-19 virus.
Since its inception, call volume has declined from thousands to hundreds. In fact, in January of this year, it received 6,723 calls compared to just 478 in October.
In the county’s 2022 budget, it was funded with $310,325 from its American Rescue Plan allocation. The 2023 proposed budget has earmarked $341,327 of taxpayer funds to cover the cost.
An audit of the program by County Comptroller March Gallagher’s office suggested other ways to improve the efficiency and effectiveness of the program.
“We found 22 other Ulster County phone lines that are getting more call volume a month that could be sent over there, or to look at a more flexible model where we have the ability to expand and contract based on public health emergent and weather-related emergencies,” she said.
Gallagher said the county may also consider relying on the existing 211 system operated by United Way of Putnam and Westchester, which handled over 1,000 calls from Ulster residents between January and September of this year.
