Case Study: A Partnership to Advance COVID-19 Vaccines in Indiana

Last updated Oct 23, 2023  |  Published on Feb 10, 2021
by Kate Smith

Helping Hoosiers Get the Answers They Need for COVID-19 Vaccines

Urgency has new meaning these days as government agencies work quickly to deliver COVID-19 vaccines and resources.

Knowledge Services is proud to partner with the State of Indiana Family & Social Services Agency (FSSA) to help connect Hoosiers with vaccines and the answers they need.

When FSSA began planning for the COVID-19 vaccine distribution, leadership recognized it would be important to provide both online and telephone options for residents interested in signing up to receive the vaccine.

FSSA leaned on the already established 211 Call Center for support.

Within 15 minutes of announcing the first stage of vaccine eligibility in December, both the website and phone lines were overwhelmed.

The State acted impressively and quickly to resolve the issues.

It was during that time in December 2020, as public demand increased for information about the vaccine, Knowledge Services began partnering with FSSA to help support the 211 Call Center.

Project Scope:  

Create a new division within the 211 Call Center dedicated to COVID-19 vaccine Q&A and registration.

COVID-19 vaccines

Project Delivery:  

Knowledge Services brought the full force of its workforce management experience, talent services, and technology to develop a customized solution for the 211 Call Center that encompasses recruiting, onboarding, employer of record, training, and managing the agents for success.

Within 5 months, Knowledge Services has hired and trained more than 775 call center employees and promoted 32 agents to managerial roles, giving the 100% virtual team the necessary structure.

COVID-19 vaccines

Success for the program begins with recruiting service-minded and qualified individuals. Once employees have completed onboarding requirements, Knowledge Services, in close partnership with the state, provides a 3-day virtual training class for new agents to learn the subject matter; to train on software used for communication, scheduling and timekeeping; and to sharpen customer service skills.

A dedicated training manager works with the 211 Agents, alongside a dedicated employee relations team who stand ready to answer any questions that may arise during their employment, which is expected to last most of 2021.

In total, the call center can receive up to 22,000 calls daily. The Q&A is constantly updated by FSSA to reflect the latest news and happenings.

“This project is the essence of a true partnership approach, and we are grateful for the opportunity to work alongside FSSA to support the important work they are doing to serve Indiana’s residents,” explains Angela Jirsa, who is leading the team effort for Knowledge Services.

Project Outcomes:  

This complete workforce solution approach provides the State with rapid time to service, quality control, centralized communication, complete transparency, and the ability to pivot quickly to meet changing needs.


  • Effective March 31, 2021, all Hoosiers ages 16 and up are eligible to receive the COVID-19 vaccine. Visit to learn more.
  • Beginning May 10, 2020, this project is no longer accepting new applications.