Q&A with Lauren Potter, Precinct 2's Information Systems Manager
- What is the call center’s role in serving Precinct 2 constituents?
The Harris County Precinct 2 Call Center was developed in March 2020 to continue providing customer service to our residents while our facilities were closed due to the COVID-19 pandemic.
Initially, the call center primarily served homebound seniors who relied on our meal programs to sustain them during a time of food insecurity. Many of these seniors lacked access to technology and needed a way to connect with staff. Word quickly spread that Precinct 2 had a telephone number for residents to call and talk with a live person, and the number of calls received grew. Residents were thrilled to have a way to find information for upcoming events and services provided by Harris County Precinct 2.
Now, the Precinct 2 Call Center can register constituents for activities, send upcoming program and event information, reserve Precinct 2 facilities, connect you to the service request team, and much more!
2. What types of services do help constituents with?
With a call or chat via www.hcp2.com, constituents can submit a service request, rent a facility, register for an activity, or get more information about everything happening within Harris County Precinct 2. We strive to provide a one-stop shop for anyone wanting to connect with available county resources.
L to R: Lauren Potter, Maria Anderson, Damiche Chatlin, Dianna Casey, Alizeh Bentacourt, Maggie Guevara
3. How has your team expanded its ability to better serve constituents?
At our call center we always have a live person responding by answering the phone or responding through our online chat feature. When visiting www.hcp2.com Monday through Friday from 8:00 AM to 4:30 PM, you can chat with a team member by clicking the “We’re Online!” icon. This will connect you with one of our team members for a quick response to your question.
Additionally in August 2020, Harris County Precinct 2 launched an online catalog using a software called Civic Rec. This catalog empowers constituents to rent facilities and register for events online. Visit www.hcp2.com/events to view our online catalog and see what is happening at a community center near you. To register for an activity or rent a facility create a household account. Once your account is created, you’re ready to register. If you run into any trouble creating an account, registering for an activity or just have questions about the catalog reach out to our call center team, we are here to help.
4. What do you like most about your role?
My favorite thing about my role is being able to connect and help our constituents. I especially enjoy when we can introduce them to new programs or activities offered in Precinct 2.
During the pandemic, we heard a lot of frustration from members of the community. They would call a company, or another entity and they just got a recording. No one ever called them back. I am extremely proud that we have been able to answer the phone and work to meet our constituents’ needs. Now, we even some young-at-heart residents who call us daily/weekly just to say hello and see what’s new in Precinct 2. There is nothing better than hearing from a senior you helped register for the meal program that they enjoy the food andthey also made some new friends by going to Coffee and Networking at their local community center.
5. How can people connect with the call center?
Connecting with Precinct 2's Call Center is easy! We are available Monday-Friday from 8:00 AM to 4:30 PM and can be reached by. calling 713-274-2222 or visiting www.hcp2.com and clicking “We’re Online!” icon.
Information Systems Manager, Harris County Precinct 2, Commissioner Adrian Garcia
Lauren has served Precinct 2 for eight years starting as part-time employee with youth programs and working her way up to Information Systems Manager. In her current role, Lauren works to further develop the Precinct 2 Call Center, look for technological solutions to stay connected with our communities, and provide the highest level of customer service. Together with her team of five, she hopes to further Precinct 2’s mission to engage, educate and empower every resident.
Lauren was born and raised Houston, Texas. She is pursuing a bachelor’s degree in computer information systems from the University of Houston. Outside of work, Lauren enjoys exploring Harris County and Houston with her 1-year-old Golden Retriever, Pepper.