Business as usual for Anna Freud working from home
The Anna Freud National Centre for Children and Families is a children’s mental health charity with over 60 years’ experience of caring for young people and their families.
Their vision is a world in which children and their families are effectively supported to build on their own strengths to achieve their goals in life. Their aim is to transform current mental health provision in the UK by improving the quality, accessibility and effectiveness of treatment.
Their work includes innovative research, policy shaping, training and delivering conferences and seminars and hosting a range of University College London (UCL) postgraduate programmes.
Having moved to new premises last year, the Charity has already invested in a cloud-based Mitel unified communications platform hosted in a private cloud, which meant that as the coronavirus COVID-19 pandemic worsened, their 400 staff were already familiar with hot-desking and working remotely. Therefore, when the decision was taken to close their London Centre of Excellence, staff were prepared for home working.
Working from home
Opus engineers worked quickly to roll out additional remote worker licences and ensure that all 250 permanent staff were able to access softphone clients on either their PCs or mobile phones. They set up Anna Freud’s receptionist to work from home, to manage calls as if in the office, taking voicemail messages which are distributed as email attachments. IVR (Interactive voice response) messages were set up to help route calls effectively and allow staff to work seamlessly from home.
Partnering with Opus
Speaking to Anna Freud IT Change Project Officer, Sandra Thomas, she praised the efforts of the Opus customer service and engineering teams saying, “The customer service team have dealt with any issues promptly and efficiently. The Opus engineers are amazing. They worked hard to quickly resolve any issues that we came across in setting up home working for the team. Opus are very responsive, and the staff know what they are doing. I’ve known some of the Opus engineers for many years as I worked with Opus in a previous role. With the help of Opus, it is very much business as usual for people contacting us via the usual number.”
Business as usual
Sandra went on to say that choosing the Mitel Unified Communications and Collaboration solution had been a conscious decision to provide business continuity, but nobody had quite anticipated the pandemic we are facing. At least now Anna Freud have the right tools and the right technology partner to manage the coming weeks and provide their essential services as usual.
If anybody does need support during the Covid-19 pandemic Anna Freud have some advice for Young People, Parents and Carers, Schools and Colleges. Click here for details; https://www.annafreud.org/what-we-do/anna-freud-learning-network/coronavirus/
For anybody needing help contact details can be here; https://www.annafreud.org/contact-us/