Looking Through the Lens of Remote Service Delivery Model

1. Looking Through the Lens of Remote Service Delivery Model Presenters: Sandra Ray, CIRS, Manager, I&R Services Meighan Middleton, CIRS, Coastal Bend Database Specialist

2. 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

3. 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)

4. Staffing Structure at 2-1-1 Texas/United Way Helpline Call Specialists supervised by Manager & Assistant Manager CB Database Specialist works with CB Outreach Coordinator & reports to Manager

5. 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

6. 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

7. 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%.

8. Coverage Area Demographic Comparisons Gulf Coast Coastal Bend • 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

9. Community Needs (2009 Call Statistics) Gulf Coast Coastal Bend • 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

10. Community Unmet Needs(2009 Call Statistics) Gulf Coast Coastal Bend • 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

11. Resource Database Gulf Coast Coastal Bend • 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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)

19. 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

20. 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

21. 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

22. 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

23. 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

24. Questions?? Janna Shoe, Coastal Bend Outreach Coordinator 2-1-1 Texas/United Way HELPLINE 361-742-5891 866-846-6570 (FAX) jshoe@unitedwayhouston.org Sandra Ray, Manager, Information & Referral Services 2-1-1 Texas/United Way HELPLINE 713-685-2469 866-557-1074 Fax sray@unitedwayhouston.org Meighan Middleton, Coastal Bend Database Specialist 2-1-1 Texas/United Way HELPLINE 713-685-2473 866-846-6570 mmiddleton@unitedwayhouston.org