Making LIHEAP support more accessible across rural Tennessee
How South Central Human Resource Agency is rolling out Fortell's AI receptionist to answer questions, guide applicants and provide application status updates across 13 counties.
“We were surprised how lifelike Fortell's voice AI platform was, and we are now integrating it into our LIHEAP program to help serve our clients better.”
The challenge
South Central Human Resource Agency serves a large and predominantly rural area.
From its central office in Fayetteville, SCHRA coordinates services through Neighborhood Service Centers across 13 Tennessee counties. Its catchment area covers more than 6,500 square miles, with clients often living considerable distances from their nearest office.
That geography creates practical challenges.
Internet access and digital confidence vary. Staff are distributed across multiple locations. Yet clients still need clear and consistent information about programs such as the Low Income Home Energy Assistance Program.
Tennessee allows most LIHEAP applicants to apply through a statewide online process. Clients may need to create an account, provide an email address, upload documentation and receive communications digitally.
Moving applications online makes the process easier for many people. But it does not remove the need for support.
The new pressure point
When clients apply online, their questions do not disappear.
They still call to ask:
- Has my application been received?
- What documents do I need?
- Am I eligible?
- Is anything missing?
- What happens next?
These questions are important to the person calling, but answering them repeatedly can consume significant staff time across multiple offices.
For SCHRA, the opportunity was to create one consistent point of contact for LIHEAP information — available wherever a client lives and whenever they need help.
The initial reaction
For Sara Brown, the quality of the interaction mattered.
SCHRA works with people who may be facing a utility shut-off, struggling with household costs or navigating government assistance for the first time.
Any automated service needed to be clear, easy to use and natural enough that clients could comfortably interact with it.
What stood out was the quality of Fortell's voice technology.
“We were surprised how lifelike Fortell's voice AI platform was.”
The goal was not to replace SCHRA's staff. It was to reduce the amount of time spent answering repetitive questions, allowing staff to focus on applications and situations that require greater attention.
The solution
SCHRA is now rolling out Fortell as an AI receptionist for its LIHEAP program.
Fortell can answer incoming calls, explain how the program works and provide clear guidance based on SCHRA-approved information.
It can help clients understand eligibility requirements, explain which documents they need and guide them through the Tennessee online application process.
When a person needs additional assistance, the conversation can be directed to the appropriate SCHRA office or team.
The experience is designed to remain consistent across all 13 counties, without requiring every office to answer the same questions separately.
Going beyond the initial application
The rollout also addresses one of the biggest sources of repeat calls: application status.
Fortell now supports status-update conversations, helping clients understand where they are in the process, whether additional information may be required and what should happen next.
This means the AI receptionist is not limited to directing people towards an application form. It can continue supporting them after they apply.
For clients, that creates greater visibility and reassurance. For staff, it reduces the number of routine “what is happening with my application?” calls that interrupt more complex work.
The rollout
Implementation is currently underway.
Fortell and SCHRA are working together to configure the AI receptionist around SCHRA's LIHEAP procedures, terminology and escalation rules.
The first priority is accuracy: ensuring clients receive the correct information and that anything requiring human judgment reaches the right member of staff.
As the rollout progresses, SCHRA will be able to evaluate call patterns, identify common areas of confusion and continue improving the experience.
No completed impact figures are being claimed yet. The focus is on building the right foundation.
Why it matters
Online applications are an important step forward, particularly for people who cannot easily travel to an office during working hours.
But digital access alone is not enough.
Clients still need somewhere to ask questions. They still need to know which documents to provide. And they still need visibility after they submit their application.
For a large rural agency such as SCHRA, voice AI provides an accessible connection between the statewide online process and the clients trying to navigate it.
It gives clients immediate access to information while creating more time for staff to handle complicated applications, urgent situations and cases that require personal attention.
More accessible
More consistent
Easier to navigate
SCHRA's rollout demonstrates how voice AI can complement an online application process. Routine questions can be answered immediately. Status updates can be easier to access. Clients across a large geographic area can receive consistent information, regardless of which office serves their county.
Staff can spend less time repeating information and more time helping clients with complex or urgent needs.
For Sara Brown and SCHRA, that is the opportunity: a more responsive and accessible LIHEAP service across rural Tennessee.
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