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)jshoe@unitedwayhouston.org

Sandra Ray, Manager, Information & Referral Services2-1-1 Texas/United Way HELPLINE713-685-2469866-557-1074 Faxsray@unitedwayhouston.org

Meighan Middleton, Coastal Bend Database Specialist2-1-1 Texas/United Way HELPLINE713-685-2473866-846-6570mmiddleton@unitedwayhouston.org