211: Advancing the provincial consolidated system211: Advancing the provincial consolidated system

Gains & Efficiencies of a Consolidated Approach

Gains and Efficiencies of a Consolidated ApproachGains and Efficiencies of a Consolidated Approach

Community Connection, Pam HillierFindhelp, Cheryl May

Information Niagara, Rosanna Thoms

The Provincial Consolidated SystemThe Provincial Consolidated System

A partnership approachWhat does the system look like?

System elementsLocal and coordinated functions

Developing the Partnership Developing the Partnership (and sustaining it into the future)(and sustaining it into the future)

• The power of three – roles of each partner• Building the partnership / managing the

relationships• Extending partnership throughout the

organization– Organizational change– Changes in Board and staff

211 Reality Check211 Reality Check

What it really means to be part of a “system”

AssumptionsAssumptions

1. Supported by funding for province-wide service delivery

2. I&R strengthened and integral to service3. United Ways of Ontario as strong local

partners 4. Municipalities and regions to support 5. Federal funding to support across Canada.

Roles and FunctionsRoles and Functions

211 CoordinatorCall Centre

I&R Centre

Coordinates overall 211 service: technology, database, standards,

reporting, communications, development. Responsible

for service delivery, provincial partnerships and coordination with national

providers.

Local and regional community information centres providing one or both high touch I&R

and/or local data collection and maintenance. Establishes and maintains

local partnerships and coordinates reporting for community planning. Data providers have

certified resource specialists.

Regional I&R services provided by telephone. Accredited centre with

certified I&R specialists. May also provide central coordinating function for smaller 211 centres, e.g.

data.

Budget and Staffing MetricsBudget and Staffing Metrics

Current AnticipatedStart Year 2 Year 3 Year 4

Population Served (2001 Census) 3,423,014 5,705,023 8,557,535 11,410,046Coverage 30% Ontario 50% Ontario 75% Ontario Ontario-wideUSAGE RATE 15% 15% 15% 15%Call Volume 513,452 855,753 1,283,630 1,711,507TOTAL FTE Province wide 63.2 90.9 121.7 151.8

1 * Resource Specialist = 4,000 services + per year1 * Resource Specialist = 4,000 services + per year

Impact• 16 FTE Resource

Specialists • Employed by local and

regional community information centres

• AIRS certified• IM/IT supported• 211 has community

presence

Function I&R Centre

1 * I&R Specialist = 15,000 calls + per year1 * I&R Specialist = 15,000 calls + per year

Impact• Currently 34 FTEs• Up to 114 FTEs at 100% /

year 4• Supports fewer than three

managers / five supervisors • Accredited Centre• AIRS Certified I&R

Specialists

Function Call Centre

IM/IT = Flat Line at 1 FTE in each positionIM/IT = Flat Line at 1 FTE in each position

Impact• Managers -- IR; Provincial

Coordination; IT; Training; Communications; Outreach

• Provincial Database Coordinator• Application Developer• Database Administrator• Web/Application Server Admin• Network Administrator

Function 211 Coordinator

Other Coordinated Systems CostsOther Coordinated Systems Costs

Printing & Communications Professional Fees

Printing and Promotion Application Maintenance

Postage Business Analyst

Advertising/Marketing Evaluation & Policy

Conferences/Events Communications

Meeting Expenses Interpretation

Training Regional 211 I&R Representatives

Prof Development & Resources Telecommunications Costs

Technical Training Network Fees

Information Technology Costs Management Fees

Hardware Maintenance Fees

Software

Services

I&R Centres = the 211 difference

Scale and SpecializationScale and Specialization

• 211 increases volume / service demand• Inevitable outcome of scale is specialization• Specialization can lead to improved efficiency

and enhanced outcomes

Impact of specialization– Volunteer line in Niagara– Business calls in Collingwood

Elements of the “211 Ontario System”Elements of the “211 Ontario System”

• 24/7 service• Online directories• Terms of Use and Privacy Policy• Communications, marketing and branding• Reporting and evaluation• Standards and AIRS Accreditation

Impact = Improved servicesat a lower cost

24/7 Service in Consolidated Model24/7 Service in Consolidated Model

• Mon to Fri, 7am – 7pm (60 hrs) → Distributed• Mon to Fri, 7pm – 7am | Sat & Sun (total 108

hrs) → Centralized (Findhelp)• Original cost estimate for 108 hrs > $120,000

(min 4 FTE) – Niagara• Consolidated Service Solution

– Use 211 Toronto excess capacity– At max call volume → cost ½ or less

Impact = Improved services / lower cost

Consolidated: Terms of Use and Privacy Consolidated: Terms of Use and Privacy PolicyPolicy

• Ownership and Limited Licence

• Trademarks • Prohibited Uses • Site Listing Services • Linking • No Endorsement • Disclaimer • Limitation of Liability

• Indemnity • Security • Registration and

Passwords • Termination • Agreement to Privacy

Policy • Contact Us • General Provisions

Consolidated: Evaluation and ReportingConsolidated: Evaluation and Reporting

• Standard metrics– Qualitative (number of calls, answer rate, etc.)– Quality of service (satisfaction, quality assurance)

• Quarterly reports produced• Annual report published• All reports consolidated and customized for local

and specialized reporting (municipal, Citizenship & Immigration Canada)

• Flexible with ability to add specialized time-limited surveys for specific reporting

Impact = Improved services / lower cost

Local ResponsibilitiesLocal Responsibilities

• Relationships with funders and social service organizations

• Customized evaluation and reporting• Analyzing data for community planning• Training and certifying staff• Customized marketing materials

Impact = 211 has community relevancy

Thank YouThank You

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