CASE STUDY
Supporting Tax Season Without Adding Staff Strain
Fremont Public Library District used Unique Patron Services Phone to absorb seasonal tax-season call surges while keeping frontline staff focused on in-library service.
Fremont Public Library District × Unique Phone
Call rollover
After a few rings, calls automatically roll to a trained live agent.
Live agents
Professional agents are trained for library-specific tasks and workflows.
Staff stay focused
Frontline teams stay on-task while patrons still reach a real person.
THE PROBLEM
Tax season spikes phone demand — right when staff are busiest
Fremont Public Library District manages steady, high call traffic every day. During tax season, calls increase significantly as patrons schedule, cancel, and change AARP tax preparation appointments and request service information.
What was at risk
- Staff pulled away from desks, programs, and in-person service
- Longer waits for patrons trying to reach someone
- Service quality tradeoffs during peak hours
THE PROCESS
An established rollover workflow absorbed the seasonal surge
Since 2024, Fremont has used call rollover support: when calls aren’t answered after several rings, they automatically roll to a trained agent who completes the interaction on the library’s behalf. During tax season, that same structure handled appointment scheduling, rescheduling, cancellations, and questions related to free AARP Tax-Aide services—without introducing a new system or changing staff workflows. AARP Tax-Aide
This kept patrons supported during peak demand without pulling staff away from in-person service.
THE STATS
What the 2026 tax season demonstrated
Call data from Jan–Apr 2026 shows how much tax services affect phone volume—and how much time rollover support can protect.
Fremont Public Library District has made it through another season of AARP tax appointments. Unique has made the process much easier for our staff and patrons who make and cancel many appointments as well as giving out other information about our tax services.
THE OUTCOME
A smoother season for patrons — and a more resilient operation for staff
Because trained rollover support was already embedded in daily operations, the tax-season surge did not force tradeoffs in service quality. Patrons received timely assistance, and staff remained focused on core responsibilities.
Why it matters
- Patrons still reach a live person when it counts
- Predictable seasonal spikes don’t become staffing crises
- Service stays consistent during the busiest hours
