LOOKING THROUGH THE LENS OF REMOTE SERVICE DELIVERY MODELPresenters:Sandra Ray, CIRS, Manager, I&R ServicesMeighan Middleton, CIRS, Coastal Bend Database Specialist
WORKSHOP OBJECTIVES Gain knowledge of providing I&R service in a
region where call center is physically housed in a distant geographical region
Promote & maintain I&R database updates, client follow-up and advocacy efforts through remote contact
Local outreach event activities impact on call center management during special events, initiatives or disaster response
Best practice ideas for I&R remote service delivery
WHO IS 2-1-1 TEXAS/UNITED WAY HELPLINE? Program of United Way of Greater Houston Houston’s first community Helpline; been in
existence since 1946 2009 call volume exceeded 732,500
(recorded in software) Largest 2-1-1 center in Texas Maintains database for Gulf Coast Region (13
counties) and Coastal Bend (12 counties)
STAFFING STRUCTURE AT 2-1-1 TEXAS/UNITED WAY HELPLINE
Director
Outreach Coordinator
Database Coordinator
CB Outreach
Coordinator
Manager
Assistant Manager
Call Specialists supervised by Manager & Assistant Manager CB Database
Specialist works with CB Outreach Coordinator & reports to Manager
HISTORY OF 2-1-1 COASTAL BEND SERVICE Developed from INFO*LINE and was operated
by United Way of the Coastal Bend since 1989
Heavily promoted by UWCB Implemented 2-1-1 in Dec. 2003 Obtained AIRS accreditation in Oct 2004
HISTORY OF 2-1-1 COASTAL BEND SERVICE April 2007 UWCB applied for service delivery
for next 3 years Contract was awarded by Texas I&R Network
in May 2007 UWCB opted to decline contract and end I&R
delivery TIRN secured CB service delivery through
interim contract with UWGH; UWGH formally applied in 2008 and was awarded additional 2 year contract
COASTAL BEND CALL VOLUME Prior to 2007, call volume ranged from 5,000
– 12,000/year. Since moving to remote service option, call
volume has increased to more than 21,000 calls annually.
Monthly service level (60/80) is up to 89% with abandonment of less than 8%.
COVERAGE AREA DEMOGRAPHIC COMPARISONS
13-county coverage Primarily urban area –
Houston is 4th largest city in U.S.
More than 98 languages spoken in Houston ISD
Home to major oil companies, Port of Houston Authority and NASA – variety of industries and diverse workforce
12-county coverage Primarily rural
community Legendary King ranch
covers 6 counties in the region
Corpus Christi is largest community; total population of the region is just over 545,000
Gulf Coast Coastal Bend
COMMUNITY NEEDS (2009 CALL STATISTICS)
Income Support Housing/Utilities Health Care Legal, Consumer,
Public Safety Individual, Family &
Community Support
Income Support Housing/Utilities Health Care Meals/Food Individual, Family &
Community Support
Gulf Coast Coastal Bend
COMMUNITY UNMET NEEDS(2009 CALL STATISTICS)
Electric Bill Payment Assistance
School Clothing Furniture Rent Payment
Assistance Fans/Air
Conditioners
General Dentistry Electric Bill Payment
Assistance School Clothing Utility Deposit
Assistance Rent Payment
Assistance
Gulf Coast Coastal Bend
RESOURCE DATABASE
More than 1,600 agencies
Produce directory every 2 years
Produce directory on CD
One staff member manages database with part-time help for special events, large projects, updates, etc.
Approximately 400 agency records
Had to convert data to Refer from previous IRis database
One staff member manages database
Produced 1st directory for CB in 2008 that had been in the region for 3 years
Gulf Coast Coastal Bend
CB DATABASE MAINTENANCE CB Outreach Coordinator attends meetings,
fairs, events, and does “ground work” to add new programs/agencies, etc.
Communicates information to CB Database Specialist in Houston
Database Specialist subscribes to listserves for CB region, checks daily news sites, serves as point person for agency individuals who need to update the database
Database Specialist uploads information to statewide website for Texas I&R Network
CB DIRECTORY SALES Added Directory on CD as product when
printed directory became available Printed directory sales are managed through
Houston, although many orders are sent through the Outreach staff person
No comparison of current vs. previous sales due to time that directory was not available to the community
OUTREACH Janna Shoe, CIRS, serves as the Outreach
Coordinator Well-known as the “face of 2-1-1” in the CB
community She was previous director at the UWCB
before service delivery ended Attends fairs, meetings and spends almost
80% of her time out of the office meeting community members
DISASTER RELATIONSHIPS Focuses extensive time to developing disaster
relationships 2-1-1 has “seat” in both the City of Corpus Christi
EOC and regional DDC (Disaster District Chair) Participates in both local and regional tabletop
exercises and drills Serves on Special Needs Support Team &
VOAD Assists in local disaster planning – especially
critical in hurricane planning Has relationships with local health district for
H1N1 and future health emergencies
COLLABORATIVE RELATIONSHIPS Assisted in development of “First Call”
program with Catholic Charities as a source to help with unmet needs
Reduced duplication of efforts by partnering with CB Rural Health Partnership and the Diabetes Coalition
Serves on Transportation Coordination Network – network had been in existence, but only recently has 2-1-1 been invited to participate as an active partner
CALL SPECIALIST TRAINING Houston’s after-hours staff were accustomed
to taking calls from the area Overnight call volume for CB was
approximately 800/month before transition Day staff had challenges understanding rural
nature of community and how individuals accessed services Questioned distance to travel to service Scarcity of resources “Non-Traditional” providers compared to GC
callers
STAFF TRAINING All 2-1-1 Texas/United Way HELPLINE staff
use Essential Learning for online training module
Use Essential Learning to track 100% of training hours
Outreach Coordinator sends materials for staff training
Attends meetings in Houston as often as possible (usually quarterly)
FOLLOW-UP/ADVOCACY CB Outreach Coordinator is responsible for
almost all follow-up and advocacy Keeps her connected to the needs of the callers Local relationships may help get services for
hard-to-serve
REMOTE OFFICE CONSIDERATIONS Similar to work-at-home policies Need to adjust local schedule to
accommodate disaster needs, important agency meetings, trainings, etc that could require travel to home office
One person outreach office means sole responsibility for promotion, outreach, and other meetings
Outreach is primary responsibility and visibility is key component of increasing call volume
REMOTE OFFICE CONSIDERATIONS Limited in-person interaction with call
specialists and other staff Home address for business mail vs. PO Box Blackberry – may not be the best option for
business calls and primary phone line Technical assistance with technology –
requires remote access and patience
REMOTE OFFICE CONSIDERATIONS Cost of set-up a home office
(computer/laptop, printer, copying costs, office supplies, office furniture)
Dedicated space for home office set-up Travel costs for extensive region travel
(mileage) and travel to & from home office
ADVANTAGES FOR MEDIA/MARKETING UWGH has dedicated media/marketing staff
Development of PSAs Graphics Expertise
Most cost-effective to order marketing material in bulk with main office
Materials need to be more “generic” since the local United Way has a presence, yet is not involved with 2-1-1
QUESTIONS??Janna Shoe, Coastal Bend Outreach Coordinator2-1-1 Texas/United Way HELPLINE361-742-5891866-846-6570 (FAX)[email protected]
Sandra Ray, Manager, Information & Referral Services2-1-1 Texas/United Way HELPLINE713-685-2469866-557-1074 [email protected]
Meighan Middleton, Coastal Bend Database Specialist2-1-1 Texas/United Way [email protected]