• Introducing the LIHEAP Scheduling & Management System (LSM)...

    Introducing the LIHEAP Scheduling & Management System (LSM), the first fully-integrated scheduling and interactive phone system that delivers a 24/7 automated solution for administering LIHEAP.

  • A purpose-built solution proven to serve the unique needs of energy assistance program administrators.

    A purpose-built solution proven to serve the unique needs of energy assistance program administrators.

  • Your data has mobility … providing flexibility for staff...

    Your data has mobility… providing flexibility for staff scheduling, program reporting, data sharing and interaction with Utility account systems or other third parties.

  • Don’t want to replace your call center but looking for a better web-based scheduling and reporting tool?
    Don’t want to replace your call center but looking for a better web-based scheduling and reporting tool? Ask us for details and pricing about non-IVR software options.
  • Watch the video

    Community Action Agencies have a unique and challenging mission that the LSM can help them achieve with greater effectiveness!

    Watch the video!

  1. Improve Staff Efficiency

    Reduce staff time with 24/7 phone-based prequalification, appointment scheduling, and award status inquiries for LIHEAP, Weatherization and other Assistance Programs.

  2. Better and Faster

    Streamline staff schedules and appointment setting processes with integrated calendars for all intake locations.

  3. Easier Administration

    Centralized database of program and customer information allows for full reporting capabilities and data sharing.

  4. Complete Scalability

    Manage multiple locations, energy assistance programs, funding sources and more with one dedicated Energy Assistance software solution.

IVR Benefits

  • Significantly reduced staff time for CAA’s currently scheduling client appointments with live agents or walk-ins
  • Easy, phone-based appointment scheduling, cancellation and immediate confirmation of set appointments
  • Automated pre-qualification process
  • Automated application or award status checks
  • Reduced no-shows with pre-appointment reminder calls

Appointment Scheduling & Viewing

  • Centralized application manages appointments schedules for all Reps across multiple locations
  • One-on-one or group appointments by location automatically filled by clients through the phone
  • Appointment time durations can be customized in 5 minute increments
  • Duplicate or past appointment prescreening process before new appointments can be scheduled
  • Crisis appointments time slots can be created but are reserved for manual or phone appointment setting
  • Existing appointments easily modified (reassigned to a different Rep, cancelled, rescheduled, different appointment type, etc.)

Centralized Client Database

  • New or updated client data is captured from initial IVR interactions and/or staff input to produce a complete record of program activity
  • Prior or existing client data can be imported into the LSM for client and administrative efficiency
  • Records include standard individual information data fields and key program information:
    • Associated household members
    • Existing or past appointments
    • Application and award dates and amounts

Reporting Capabilities

  • Run common reports with a click of a button to view or download:
    • Scheduled appointments by type and location (date range function)
    • Incoming call statistics (date range function)
    • Denied applications
  • Custom reporting is available upon request

Administrative Features

  • Customize and manage key program features and schedules:
    • Assign appointment types to one or more intake locations
    • Adjust appointment time durations
    • Define assistance program types
    • Set appointment hours and capacity per location
    • Assign reps to specific locations
    • Manage number of open appointments to offer by day, week or month
    • Manage key IVR settings and greetings
  • Administer multiple assistance programs:
    • Create program-specific appointment schedules
    • Track and report multiple program awards for individual clients