Certified to Lead: How Envision’s Contact Center is Redefining Career Potential

This spring, Sandy Wilkinson and Anson Bedford achieved certification to run the City of Dallas 311 line, handling everything from court inquiries to city service requests with professionalism, speed, and confidence. Their advancement isn’t just a personal milestone. It reflects the Contact Center’s broader mission: to provide meaningful employment while demonstrating that accessibility and performance go hand in hand.

Wilkinson and Bedford completed a two-week training program and then had to pass a test to work on the 311 contract. Along with the training, the two had to learn and adapt to multiple new systems. The pair stayed determined and not only passed the test but are now excelling in their new positions.

“They had to learn multiple new platforms and commands quickly,” said Contact Center Manager Andy Hoffman. “What stood out was their determination and ability to adapt. That’s what makes them leaders here.”

Envision’s Contact Center has grown into a high-performing, multi-client service hub. With four major contracts, including the City of Dallas, Better Business Bureau, Group O, and the Older Individuals who are Blind (OIB) program, it offers partners a workforce that’s both highly skilled and uniquely equipped to deliver results.

Of the 19-person team, only two are sighted. Most employees navigate their roles using screen readers, key commands, and accessible tech—demonstrating every day that barriers can be overcome with the right tools and the right training.

Through investment in people and adaptive infrastructure, Envision isn’t just creating jobs—it’s cultivating careers. The Contact Center proves that inclusive employment can also be exceptional employment. For current and future partners, it’s a working model of ROI with purpose.