Dauphin County
CASE STUDY
Dauphin County
Human Services
Critical Response Solution
Client Background
Dauphin County Human Services delivers quality, integrated support to positively impact residents in need. Guided by a vision of exceptional and accessible care, the office takes a strength-based, solution-focused approach to service. With a commitment to measuring effectiveness, using data wisely, and maintaining fiscal responsibility, it ensures programs are responsive, sustainable, and rooted in community well-being.
The Challenge
Dauphin County Human Services, led by Randie Yeager, faced significant operational hurdles in managing time-sensitive incidents such as drug overdoses, elder abuse, mental health crises, and suicide attempts. The coordination process was fragmented and inefficient:
- 911 and other emergency notifications arrived via email or text, requiring manual coordination across staff, providers, hospitals, and first responders.
- Key contacts were stored in Randie Yeager’s personal system or memory, inaccessible to others.
- Newer staff required training on routing protocols, sometimes leading to delays and confusion.
- Collaboration occurred via email and text, with no centralized platform.
- Processes relied heavily on manual copy/paste and Excel spreadsheets, which were not easily shared.
- There was no single source of truth for incident data or coordination.
The Solution
Collective Intelligence addressed the migration challenges by converting Cognos reports to Power BI and creating a collaborative development environment. They established the “Developer’s Round Table,” a monthly forum for governance and collaboration among the development team, which became essential for consistent communication and problem-solving.
- AI Automation & Incident Logging: 911 notifications were automatically parsed using AI.
- Power BI Reporting: Heat maps identified incident hotspots.
- Centralized Contact Management: Key hospital and provider contacts were stored in the system, accessible to all staff.
- Transactional Data System: All incident data was stored in a secure, searchable system, enabling easy generation of Right to Know requests.
- Mobile & Teams Integration: Staff could respond via mobile devices.
Outcome & Benefits
The implementation of Dauphin County’s Critical Response System delivered transformative results across the organization. Coordination among agencies became significantly more streamlined, reducing response times during life-threatening incidents and improving overall efficiency. With enhanced data visibility and robust trend analysis tools, the department shifted from reactive management to proactive planning—identifying patterns and allocating resources with greater precision.
Manual effort was dramatically reduced, and the reliance on personal systems and memory was eliminated, ensuring continuity and consistency across teams. The secure, searchable data infrastructure also strengthened compliance with public information requests, making it easier to fulfill Right to Know obligations with speed and accuracy.
Staff were empowered with mobile access and intuitive reporting tools, allowing them to respond quickly and collaborate effectively from any location. Most importantly, the system established a single source of truth for incident data, fostering a culture of accountability, transparency, and trust across the entire human services network.
Conclusion
With Collective Intelligence’s solution, Dauphin County transformed its emergency coordination. AI automation, centralized data, and real-time tools now empower staff to act quickly, stay informed, and collaborate seamlessly—turning chaos into clarity when it matters most.
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