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211: Advancing the provincial consolidated system

211: Advancing the provincial consolidated system. Gains & Efficiencies of a Consolidated Approach. Gains and Efficiencies of a Consolidated Approach. Community Connection, Pam Hillier Findhelp, Cheryl May Information Niagara, Rosanna Thoms. The Provincial Consolidated System.

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211: Advancing the provincial consolidated system

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  1. 211: Advancing the provincial consolidated system Gains & Efficiencies of a Consolidated Approach

  2. Gains and Efficiencies of a Consolidated Approach Community Connection, Pam Hillier Findhelp, Cheryl May Information Niagara, Rosanna Thoms

  3. The Provincial Consolidated System A partnership approach What does the system look like? System elements Local and coordinated functions

  4. Developing the Partnership (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

  5. 211 Reality Check What it really means to be part of a “system”

  6. Assumptions • Supported by funding for province-wide service delivery • I&R strengthened and integral to service • United Ways of Ontario as strong local partners • Municipalities and regions to support • Federal funding to support across Canada.

  7. Roles and Functions 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. I&R Centre 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. Coordinates overall 211 service: technology, database, standards, reporting, communications, development. Responsible for service delivery, provincial partnerships and coordination with national providers. Call Centre 211 Coordinator

  8. Budget and Staffing Metrics

  9. 1 * 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

  10. 1 * 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

  11. IM/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

  12. Other Coordinated Systems Costs I&R Centres = the 211 difference

  13. Scale 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

  14. 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

  15. 24/7 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

  16. 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: Terms of Use and Privacy Policy

  17. Consolidated: 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

  18. Local 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

  19. Thank You This presentation has been brought to you by:

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