Local Village of Tisbury Becomes a Town of Heroes with Help from RingCentral

Company profile
Company profile:
The Tisbury Neighbourhood Response (TNR) is a newly formed team of volunteers supported by the Parish Council working together to help and support self-isolating residents in the community through the COVID-19 situation.
Year founded:
2020
EMPLOYEES:
300 volunteers
HEADQUARTERS:
Tisbury, a Wiltshire village in the UK
WEBSITE:

Local Village Becomes a Town of Heroes with Help from RingCentral

Sometimes it takes hardship to bring out the best in people. A group of volunteers from Tisbury, a Wiltshire village in the UK, united amid the Coronavirus global pandemic to form the Tisbury Neighbourhood Response team. Residents of the 2,400 member community recognised the need to serve homebound villagers that the lockdown had left without access to critical medical or food supplies.
Because Tisbury can be accessed via fast train to and from London, the village’s potential for virus exposure was greater than other remote communities. Comprising a high proportion of elderly residents, Tisbury’s population was highly vulnerable, with many becoming shut-ins overnight.
Concerned community members realised an immediate need to help their neighbours and took action to create a network and response team for residents requiring aid. The newly-formed Tisbury Neighbourhood Response (TNR) group began recruiting help, beginning with a local project manager, members of the Tisbury Parish Council, a virologist, a former public health consultant, and supportive community residents.Local trumpeter Gustavo Montes de Oca realised an immediate need to help his neighbours and took action to create a network and response team for residents requiring aid. With de Oca’s direction, the support group began recruiting help, beginning with a local project manager, members of the Tisbury Parish Council, a virologist, a former public health consultant, and supportive community residents.
The road to success, however, must be paved with more than good intentions, especially in the digital age where people require information quickly and easily. While the response group had plenty of willing volunteers eager to begin their outreach, they soon realised they couldn’t handle the influx of incoming calls and requests.
“The initial response was fantastic,” says TNR group co-founder Gustavo Montes de Oca, “but then we realised we needed a way of receiving and processing all the requests.” “The initial response was fantastic,” says Gustavo, “but then we realised we needed a way of receiving and processing all the requests.”
 

RingCentral’s Flexible Telecommunications Options are Perfect Fit

To serve their residents, the Tisbury Neighbourhood Response group wanted to deploy a central telephone line as the official contact for aid and assistance. They began their search for a telecommunications system that could handle their call volume yet still provide a local number to provide comfort and credibility to anxious residents. While simple in thought, it became harder to find an immediate solution that wasn’t filled with unnecessary bells and whistles. 
Gustavo began his online search for a new provider, soon finding that the complex world of telecom vendors yielded tremendous variety but no immediate solution. Although his requirements weren’t incredibly complicated, this posed a challenge for Gustavo to find the right vendor to execute his vision.
“Their (other phone system vendors) terms were too complicated, or way too inflexible,” He said. “They didn’t seem to get what we were trying to do and what we needed,” Gustavo explained.
After discovering RingCentral via an internet search, he was pleasantly surprised to find a solution that could solve his needs without requiring a lot of hoops to jump through.

Tisbury Response Group Employs Angels to Serve Others

Gustavo’s vision finally came to fruition, beginning with a central telephone line to process requests. Today, the operation comprises several volunteers who answer calls across three shifts per day. Each “phone angel'' follows a script, submitting requests via Google forms that are uploaded to their new database and CRM system. With the new RingCentral telephone lines in place, the Tisbury Group hit the ground running, operating seven days a week, processing 700 requests in two-plus weeks to a village of 2,000 people.
After frequently logging and monitoring requests, the Tisbury group realised a new trend among residents who were worried about running out of their medications, and ordered prescriptions in bulk ahead of time. This discovery acted as something of an alert system, with the Tisbury team able to predict the needs of those they served and track the timing of when to order supplies.
“They give us an indication that more people will be looking for prescription and food delivery, among other forms of support, in the near future,” said Gustavo. “We’ve actually saved one life so far, which we’re extremely relieved about,” he added.
To reduce the wait times at pharmacies, the TNR team processes prescription order requests throughout the day and makes one batch request daily, rather than have residents line up outside the pharmacies and impede social distancing measures. In turn, they not only delivered life-saving medications, but also reduced the number of vulnerable residents waiting in queues who might expose or be exposed to others.

TNR Goes Beyond Initial Plans to Expand Services

TNR also supports the surrounding area of about 6,000 residents, with more than just food and medicine. In addition to TNR’s 300 volunteers, other groups provide support services to the community. The local parish, local schools, army cadets, brownies, the village hall, and other organisations form a network of services to offer help where it’s needed. In addition to elderly residents, TNR now supports the surrounding area of about 6,000 residents, with more than just food and medicine. They have expanded to offer assistance with or safety hazards such as contamination, as well as combining efforts with local schools, parishes, and military cadets to provide additional services. 
Today, the TNR is still accepting requests for help with everything from prescriptions to trash bins or even a comforting voice to ease the self-isolation. If you need support or assistance, please phone the TNR Helpline on 01747 684010 or register online.
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