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Local Community/Local Sustainability of 2-1-1:

Choosing a business model that works for your community

Presented by:

Caty Jirik, Director Community Impact Management Operations & 2-1-1

Greater Twin Cities United Way

Tracey Lamberty, 2-1-1 Account ExecutiveCeridian

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Agenda• Introduction of Presenters• History of 2-1-1 in the Twin Cities• Why Change? Drivers for doing business

“differently”• Five critical components in search for a

vendor/partner• Developing a business plan for sustainability

centered on the AIRS Standards• Partnership Decision• Additional benefits to the program/community• Ongoing Challenges

Greater Twin Cities United Way

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Why Change? Drivers for doing business “differently”

Greater Twin Cities United Way

Not prepared for Surge Calls

Struggling meeting AIRS

standards

Struggling with Technology

Mediocre Call Metrics

Cost Containment

Poor Reporting Capability

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First Critical Component

• Know your strategies – have a multi-year strategic plan in place

• Tame the Beasts (Governance)

1.Strategy

Greater Twin Cities United Way

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Second Critical Component

• Pick a partner that can take your 2-1-1 not just to the next level but the highest imaginable quality service.

• Dream BIG – Dream in color

2.Choosing a Partner

Greater Twin Cities United Way

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Third Critical Component

• Mission

• Policy

• Strategic Direction

• Brand

• Ownership

3.Parent Organization

Roles & Responsibilities

Greater Twin Cities United Way

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Fourth Critical component

4. Prepara

tion

• Drive the negotiation• Know what is important to you• Be prepared to walk

away• Don’t do it on the cheap• Make quality your priority

Not Money• Take time – get it right

Greater Twin Cities United Way

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Fifth Critical Component

5. Devil in the Detail

(Contractual Agreement)

• Be clear and specific on results

• Don’t be afraid to dive deep into the minutia

• AIRS STANDARDS should drive the agreement: Accredited 2-1-1 (at minimum)

• Protect your gold: Database

Greater Twin Cities United Way

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Develop a business plan for sustainability centered on the AIRS Standards*

Assessment & Referral

Provision

Information Provision/Sta

ff Training

AdvocacyAdditional

Channels for access

Follow Up (customer

satisfaction)

Crisis Intervention & Disaster

Inquirer Data Collection/Re

porting

Data AnalysisCommunity

Data and Internal service

assessmentProgram

EvaluationQuality

Assurance

Greater Twin Cities United Way *minimum in agreement - have goals to exceed 11

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United Way’s choice was

Ceridian

• LifeWorks Division• Call Center capabilities• State of the Art technology and

telephony• Capacity and Redundancy• Organizational Resources to be

leveraged• Excellent benefits for

employees• Local

Greater Twin Cities United Way

BONUS

Leveraging Strengths across sectors

© Ceridian Corporation. All rights reserved.

Positive Outcomes for the Service

KEY TO

SUCCESS

TechnologySecured call center area and buildingState of the art Telephony and Scheduling SoftwareReporting

SECURITY TEAMWORK

RESULTSCOVERAGE

Maintains CostAll Performance Metrics metHigh Quality Accredited

ScalabilityRedundancyAdditional resources leveraged

2-1-1 Account Executive LiasonFocus on core competenciesPartnership in adding new servicesOutreach ServicesReporting

United Way2-1-1

Greater Twin Cities United Way

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Additional benefits to the 2-1-1 program/community

• Opportunity for survival & growth• Focus on core competencies• Outside the box is the new normal• Walking the talk: United Way as a leader• Successfully accredited • Maintain costs• UW retains control of 2-1-1 services– manages vendor contract– responsible for 2-1-1 strategic direction– built a new governance and business model

Greater Twin Cities United Way

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Ongoing Challenges for 2-1-1

• Weak statewide infrastructure• Lack of diverse funding base &

stakeholders• State of Minnesota• Regional Coordination & Growth• Technology

Greater Twin Cities United Way

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Contact InformationCaty Jirik, Director Community Impact Operations & 2-1-1Greater Twin Cities United Way612-340-7579Caty.Jirik@GTCUW.org

Tracey Lamberty, Account LiaisonCeridian763-478-8833 Tracey.L.Lamberty@Ceridian.com

Greater Twin Cities United Way