The pairing of the human discretion of intake screeners like Pat Gordon with the ability to dive deep into historical data provided by the predictive risk model is the most important fail-safe of the system. “This is the place where we have the least information,” said Erin Dalton. “The callers don’t know that much. We know a lot about these families. There’s so much history [in the data]. We can make a more informed recommendation.” Pat walks me through Krzysztof’s case.
