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Family Assistance Service Center (FASC) Interactive Recorded Calls

RDA Number
1961
Effective Date
Record Series Abstract
This record series consist of the recorded calls of customer interaction through the Family Assistance Service Center (FASC).
Record Series Active
Yes
Cut Off at End of
Calendar Year
Total Retention Years
5
Total Retention Months
0
Retention End Action
Destroy
Disposition Notes
FASC customer interaction calls are automatically recorded. Call recordings will be retained for 5 years then destroyed per Federal and State guidelines.
Record Location
DHS Family Assistance Service Centers (FASC)
File Arrangement
Date then Time
Media Format Generated
Electronic
Media Format Stored
Electronic
Date Range
2004 - current
Allotment Code
345
Annual Accumulation
1.1 TB
Current Volume
3.6 TB
Record Value
Administrative
Legal
Audit Requirements
State
Information Shared Outside the State
Yes
Shared Agencies
United States Department of Agriculture (USDA), United States Department of Health & Human Services (HHS)
Essential Record
No
Confidential
No
Confidential Legal Citation
T.C.A. 71-1-131(2)(c)
Does this Record Series Contain Sensitive Information?
No
Agency Retention
5 years
System Name
ZOOM CallREC
Hardware Description
State Unified Communications Cisco UCS B-Series Servers and Chassis in NDC and SDC.
Software Description
ZOOM CallREC 5.5.1. All records are accessed via web browser.
System Location
Resides on NDC and SDS SAN's servers that are maintained by State STS located at both Data Center North and Data Center South.
Backup Procedures
STS conducts daily and weekly backups for servers located at Data Center North and Data Center South.
Disaster Recovery
STS conducts disaster recovery. This procedure is a prioritized process of enabling critical and essential applications to be restored first and then continuing through the priority list to less significant applications. STS designs and maintains plans for disaster recover for both North and South Data Centers.
Data Migration Description
Data Migration will be managed by STS in accordance with state standards
Records Management Division (RMD)
04-18-2019
No recommended changes.
Tennessee State Library and Archives
04-18-2019
No recommended changes.
Comptroller Audit Review
04-18-2019
We have reviewed RDA 1961 from an audit standpoint. We concur with the recommended retention and disposition specifications.
Agency Records Officer
04-22-2019
No recommended changes.
RMD Director
05-03-2019
RDA 1961 is a request to revise an RDA. The retention period will change from two years and destroy to five years and destroy. The format will change to electronic. The Title, Abstract, Cut Off, Disposition Notes, and Worksheet have been updated. Recommend approval of request to revise RDA 1961.
Public Records Commission
05-22-2019
PRC approves RDA 1961.