For counties deploying EViD stations at voting sites during early voting and on election day, we have the following recommendations for managing your help desk operation.
Assign at least one help desk staffer per 150 EViD stations. Ideally, you will have one staffer per 120 EViD stations. This staff person would be in addition to any management or dispatch personnel, or any staff from VR Systems working at your site.
Develop a clear routing plan for the different kinds of calls you expect to receive. The help desk staff should have assigned roles for categories of calls. And county workers, including temporary staff, should know how to quickly forward a request to the appropriate person. For example, poll workers should be given a different number to call for missing equipment than for technical problems. Alternatively, poll workers could use the same number for both types of issues, in which case the help desk staff should be able to forward missing equipment and other logistics calls to the dispatch person.
Prior to the start of voting, all county technicians should be given a direct number to call the EViD lead technician, rather than having to call the county dispatch person first.
Prior to the start of voting, the lead staffer on the county help desk should contact the VR Systems EViD Support team to discuss strategy, division of responsibilities, call routing, and other matters relating to EViD support during the election.
A complete phone directory for all county EViD staff and all polling locations should be provided to all help desk staff.