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CTI Helps NYC Dept of Homeless Services Enhance Their Ability to Serve the Homeless

Since the New York City Department of Homeless Services (DHS) was established in 1993, its primary focus has been on providing safe shelter and outreach services to the estimated 35,000+ homeless individuals currently living in the five boroughs of NYC. The goal of DHS is to help families and individuals transition to permanent housing, with a five-year action plan in place that will hopefully bring an end to chronic homelessness in the city. To achieve this ambitious goal, the DHS needed a solution that would streamline and enhance their ability to communicate and better connect their offices, shelters and intake centers. The demand for IT services within the organization had become so high that their existing infrastructure was simply not robust enough to meet their needs.

DHS knew it needed to embrace more intelligent communications. So after a two-year review and evaluation period, DHS chose Consolidated Technologies, Inc., an Avaya Platinum BusinessPartner, to provide and install their new solution. CTI implemented Avaya’s Communication Manager to work as the foundation of a sophisticated and comprehensive voice and video IP based communication solution. By replacing the old Centrex infrastructure, DHS is now provided with seamless internal communications, resulting in considerably faster placement of individuals within the Department’s various facilities.

“It is extremely satisfying to put to use the technologies that are available today for such an important cause,” says CTI President Kenneth Heitner. “It was an honor for CTI to partner with an agency that provides such tremendous value to our great city. The end results are just fantastic.”

In addition to the Avaya Communication Manager and Polycom Video solutions, CTI implemented an array of sophisticated applications including Avaya’s Speech access, Contact Center, Integrated Conferencing and System Management,Tapit Call Accounting, Redsky’s e911, and Captaris Rightfax fax. All thirteen DHS offices throughout the boroughs are now connected to allow seamless interoffice voice and video calling, a huge time-saver for employees who’d normally travel to the main office for a meeting. It also allows the DHS to collaborate more efficiently with other outside public welfare agencies.

“CTI’s commitment to NYC DHS has made a tremendous impact in our ability to arm our folks with the communications tools they need to efficiently address the challenging work that we do,” says DHS Telephone Systems Manager Thomas Yau. “As I visit folks throughout our organization, I am truly amazed at the end results I see from this project; results that have improved our abilities to provide the best services possible.”

CTI and DHS are proud to take advantage of today’s technology, and to be able to help those who need help. For more information on the NYC Department of the Homeless visit