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Enterprise Tier 1 Short Code Texting
Meeting the Communication Needs of the New Generation of Help-Seekers
www.preventionpaystext.com
PreventionPays short codes strictly adhere to CTIA & FCC Communication Guidelines
Proud Members and Supporters of AIRS
All the sites you are hearing from in the case studies concur that text is very easy for staff to do
Increasing staff efficiencies by handling 3 or more text cases concurrently is routine (compared to only one phone call in the same amount of time)
Sites are reporting that they are achieving increases in outcome measures instantly
Sites are reporting large increases in overall text cases with remarkably high satisfaction. Feedback from end users is remarkable.
Texting on PreventionPays is Very Easy to Implement and Staff Adapt in Hours
Case Study #1: “The Cold Case Files”
United Way of Greater Houston2-1-1 Texas/United Way HELPLINE
1. We thought that clients who had previously requested financial resources would be a good population to work with at tax time
2. We built a push text program to help them this year
3. We started very near Tax Due Date… March 2015
4. The work with EMS on Implementation was easy and efficient
“We Started and 16 Hours Later the System Was Producing Remarkable Data”
Consent process and buy-in from management Project sold itself New service delivery model; needed to move into technology
of our callers/consumers.
This fit our overall goals very nicely Needed a new way to reach people Heard consistently from callers that they wanted to reach us
via text
Pulled from Pool of Users Needing Past Financial Help
We uploaded from our data base easily We tested system uses and traffic flow
Financial literacy program launched afternoon of 4/2/2015, n=120
Tax help added 350 more persons on 4/3/2015 More tax help mobile numbers added on 4/7/2015, n=1,500
We launched in Harris County N=9000 Avg. calls/day = 3,500 x 1.7 referrals/caller = 5,950 Amt of work performed with platform (with 1.25 persons)
would equal the same amount of work performed over 2 days of calls/referrals with avg. of 32 persons/day
“PreventionPays Texting Platform is easy and fun to use”
We carefully opened it up more It was easy to learn and refine as we went We got instant gratification and recorded measures of
success\ Texted total of 32 links (used www.bitly.com): 28 links were
for “single sites” and 4 were for multi-service sites 75% of multi-service links received clicks; only 35% of single
sites received clicks Multi-service accounted for 90% of total.
The platform integrated well into our system of service
Data started to flow in…
This is a useful tool Launched Houstonflood on May 29, 2015 while at AIRS conference Providing real-time resources to persons who have consented verbally
to opt in or persons who have opted in on their own
Low impact on team with terrific results instantly Our professional community “Loved it” (award)
Houston Money Week (financial literacy) – presented us with award for Outstanding Partner for 2015
Increased our Houston Money Week referrals by 1,717% - total referrals from 2009-2014 compared to what we pushed out in 2015 alone!
We plan to launch live I&R soon! Strongly considering a launch to deaf/hard of hearing community Most vocal proponents right now of the need to text to us rather than
use a relay service.
Several Other Intended Uses Coming Up!
Sandra Ray, CIRSEmail: sray@
unitedwayhouston.orgManager, Training & Quality
AssuranceUnited Way of Greater Houston
2-1-1 Texas/United Way HELPLINE50 Waugh Drive
Houston, TX 77007Direct: 713-685-2469
Who to Contact
Case Study #2: United Way 211, Atlanta “Live I&R in 48 Hours”
United Way 211 in Atlanta has been live since early 2015 and they share their process and experiences using PreventionPays Text PlatformWebsite: http://www.unitedwayatlanta.org/get-help2-1-1/
Soft launch in April received about 200 unique requests for help
Able to control use rates simply by how we promote the service
Soft launch used social media, Twitter and Facebook Starting in April 2015 added to our home page as an
additional way to get live help. Use rates more than tripled (from 200 in March to over 680 in
April) Since April, use rates continue to climb steadily!
Live Text in Under 48 Hours
I&R Specialists Call Specialists prefer text over all other mediums, chat,
email. All specialists are very comfortable using the Platform “Compared to chat and other services, using this system is
“a lot easier”
End Users/Clients We have received a very positive response from the public People love the convenience of being able to text for live
help.Thank you for all of your help. I think this is a great thing which is providing help for people in need. Thank you again!
Love this option (text). Thanks
This is so much better than being on hold.......great service
Very prompt and great service...would highly recommend!!!!
The Buzz
Deployed “Operation Shoebox” in under 24 hours Provide information to low income families about food share
resources! The group messaging capacity is just as robust and easy to
use as the live help The platform integrates well into our system of service
Outgoing Alerts
Texting is very popular among our clients. They prefer to text over chat, email or even calling us!
“While calling, chatting and emails are all declining, text use rates just keep going up.”
We highly recommend this platform for all I&R related services and populations! They have been extremely responsive to all our needs.
Stream 211 Atlanta’s Presentation by Marioly Botero: https://youtu.be/KGNUaNvNZOE
The Verdict
Marioly Botero, CRS, CIRS
Database Manager | United Way 2-1-1
United Way of Greater Atlanta
Or
Don Zubler
Operations Director | 211
United Way of Greater Atlanta
T: 404.614.1017
Who to contact with questions?
The most common issue veterans face is not knowing where to go for help and then when they find it having too many options to choose from
MissionUnited provides veterans in Central Florida a single point of entry! Increased access to resources that are verified as being the best options for their specific need.
Program combines two styles of texting, one-way push for the group messages that follow the three primary issues and then one-on-one conversational live help for any questions related to the messages or if they just need to speak with a live person.
Case Study #3: MissionUnited – Guiding Veterans to Resources and Live Help
Capacity includes tailored group messages based on the following categories: employment (job related services), education, legal aide and important events specifically for veterans!
Two-way live help! Veterans are reminded they can always text “vetanswer” to begin a conversation with an I&R Specialist. The I&R queue will update and staff will know it’s a veteran because of the keyword they texted.
Combining Two Styles of Texting: One-Way Push and Two-Way Conversational I&R
Over 100 veterans have already opted in and receiving texts (in less than one month, minimal marketing)
Additional marketing efforts planned
With big marketing plans, a majority of veterans in Central Florida will be aware of the program over the next year and 50% will have opted in.
What’s next? Stay tuned!
Outcome Data
Text “MISSIONPLUS” to 898211 for updates about this exciting new project!
By texting MISSIONPLUS you will get news/updates about the progress of the project with links to data and opportunities to share ideas and work towards building similar project in your area!
What’s Next?
Is this an Application to Person Platform (A2P) YES! Is this Tier 1 capacity as supported by all US Mobile Carriers
YES! Is this certified by CTIA.org our US mobile regulatory agency
YES! Do we have fully automated opt-out End User Privacy as
FCC mandates YES! Can we audit all records YES!Do they have a history of being a collaborative and creative
text partner YES!
What Questions Should We Have Proceeding with Text Service?
Comprehensive Text Service meeting your needs One-Way Push plus Live Two-Way (Easy and efficient; tapping into populations not using 211, less than 2% convert to calls and 99% would not have contacted us if not for text)
Cut costs drastically (Contact Centers pay on average 80 cents per text encounter/case, whereas, phone can cost as much as $20 per encounter)
New lines of business, unlimited program potential! Open SMS Publishing “ DreamUnited” System of Care-Local Capacity Building
1. Give platform access to local partners with warm hand-offs
2. Become a text hub for local agencies
Funding Opportunities Branding Strength “Zip Code to 898211” (google search) Join the sites and hundreds of programs using this text platform
Building Your Local Text Networks!
Who to Contact
Larry Olness Sr. Vice President & Chief Strategy Officer Community Services
Heart of Florida United Way | Dr. Nelson Ying Center | 1940 Traylor Blvd. | Orlando, Fl 32804 P: (407) 849-2360 F: (407) 244-2802 E: [email protected]
Americans under 55 now text more than they talk on the phone and email
Over 70% of Americans prefer to text over phone for live help
Over 98% of texts are opened in first 5 minutes
Over 100 Million US households no longer own a landline
80% of all web browsing in the US is happening on smart phones
Contact Centers pay 80 cents per encounter whereas, a call can cost as much as $20 per call.
Individuals who grew up texting are now adults. And it’s this group that is seeking human services and resources with the expectation that these services be accessible by text.
Studies on text behavior report that subjects prefer texting when dealing with emotional issues, or asking for help. Many individuals find it easier to ask for help by text.
Texting Trends
PreventionPays Text is a web-based service and supports https secure socket layer (ssl)*. I&R Specialists log in with a username and password.
All data resides on dedicated servers to ensure availability, access, and security.
Absolutely no software or information (e.g. unique identifiers, or text message content) is downloaded onto staff computers.
As such, PreventionPays Text is on dedicated co-lo servers owned and operated wholly by Educational Message Services.
Web-Based Computing (where the secure environment is shared among other nonprofits and like-minded agencies) also supports sharing capacity, like the ability to transfer “sms traffic” between queues, e.g. a 2-1-1 is experiencing downtime due to inclement weather. They temporarily route their I&R traffic to a neighboring 2-1-1, outside the impact zone (as just one example).
Security Protocols
Short codes assure the opt-in/opt-out is fully automated.
All carriers test this functionality regularly.
“Automated Opt-in” means the end user has the right to request communication by texting a keyword to a short code.
Example: “For help from a specialist, text your zip code to 898211”
They also have the right to opt out by texting STOP, CANCEL, QUIT, UNSUBSCRIBE. Opt out requests will remove the number from the “queue” and the mobile phone will be alerted they will not receive any further messages from the short code. The site will have a complete record of the encounter; they just won’t be able to continue texting with the phone. End user can opt in again simply by re-texting the keyword.
End User Privacy
The opt in is also how the system assures routing.
When the end user texts the keyword to 898211 (in the case of 211 I&R the end user’s 5 digit zip code) they will be routed to the proper site (the site responsible for the zip code). If they text a keyword that isn’t active/recognizable, they will get an auto-response asking for their zip code or if they are texting from an unsupported zip code, they will be told they can call 2-1-1 for live help.
The system is calibrated to be symbiotic with phone support so that no one is left unsupported.
Short code services are strictly governed by CTIA and FCC laws and guidelines.
It is because of these regulations that end user initiated texting is the only strategy recommended and used by HHS, CDC, HRSA
Tier 1 assures access across all US Carriers and supports message tracking
Message Routing
PreventionPays Platform supports an industry-leading “In-App Message Tracking System” – a fully-automated system of alerts when messages are delivered to the mobile phone!
Our unique message tracking system ensures every message is being securely recorded and archived on dedicated servers. Every message will update when it’s delivered to the mobile phone. In the background, the system is being alerted by the mobile carriers with delivery confirmation receipts.
When delivery is not possible we are also alerted. We receive a different code depending on whether the delivery attempt can be retried. We also employ auto-retry so you don’t have to repeatedly send the same message if you get an “unable to deliver” alert. The system will auto-retry every five minutes until delivered.
Short codes are the only numbers that support message tracking/ticketing.
Message Tracking
Live, one-on-one texting for live help (I&R) Manage simultaneous, concurrent conversations spread across multiple responders
Reminders/auto-responses to keywordsCreate reminders that will go out at specific dates/times or stagger them according to a message track, at specified intervals
Triages (as seen in the demo) Build and manage live questions and answers, fully automated.
Reminder Series Create educational messages that begin when a client joins and stagger them over time, weekly, biweekly or whatever intervals you desire.
Group Messages Create ad-hoc groups based on preference, response to triage questions, information obtained during a live encounter
Appointment Reminders Create and manage appointment reminders by text!
Messaging Capacity
More Info About I&R Texting and Tier 1 Enterprise Short Codes
You can read more about the crucial role of I&R Texting here: http://www.preventionpaystext.com/news/2015/3/25/pew-internet-says-70-of-americans-prefer-text-over-callingAnd here:http://www.preventionpaystext.com/news/2014/7/8/demographics-are-changing-rapidly
You can read about Tier 1 Short Code Texting Here: http://www.preventionpaystext.com/news/2015/1/6/the-skinny-on-short-codesAnd here: http://www.preventionpaystext.com/news/2014/8/3/wq60dype5wag1mpo0dpxeui213iljm
Contact PreventionPays Text: 1252 Devon Ln Ventura CA 93001(805) 653-6000Email: [email protected]: www.preventionpaystext.com
Questions
PreventionPays Text was highlighted at the 2-1-1 General Assembly this year at AIRS in Dallas! Make sure to check out the presentation now available on the AIRS website!
