Better Houston? POSSIBLE. Essential Learning & 2-1-1 Texas: Statewide and Local Training Options
2-1-1 Texas • 25 regions in Texas assisted by 24 call centers (United Way of Greater Houston has 2 regional contracts) • 3 24/7 centers – Dallas, Houston and San Antonio • Approximately 300 professionals including call specialists, resource, outreach, and leadership staffing.
Statewide Training Needs • Streamline Training Development: • Texas I&R Network can develop one training for all centers statewide on programs/initiatives • Any training program loaded from one call centers can be viewed by all persons in the Essential Learning system • Lethality Assessments of Suicidal Callers • NIMS Courses (Events) • TIRN staff can track statewide training hours, ensure training needs are met and report these hours to state program collaborators.
Examples of Statewide Training • Veterans Programs and Initiatives • Summer Nutrition Program • Each 2-1-1 center could use the statewide materials and then develop supplement with initiatives that may be in place at the local level
United Way of Greater Houston • Accredited call center • 54% of staff are certified • 65 staff members; 50+ call specialists (FT & PT) • 732,500 (transactional) calls in 2009; expect 800,000 in 2010 • Needed a comprehensive training solution to track hours, training topics, and certification hours
Access to AIRS Courses and Essential Learning Course Library • Replaced sections of independent reading in ABC’s of I&R • Test preparation questions for AIRS CIRS Exam available • Can design a curriculum of courses for new employees and existing employees • Some courses are taken on an annual basis • Confidentiality • Empowerment and Advocacy • Crisis Intervention
Meeting Reporting Needs • Previous method of tracking used Excel Spreadsheets • Tracking was not automatic • Required data entry • Consistency in training schedule/adherence was not possible • Has variety of reporting options available • Can report on active and inactive users • One report of training hours or curriculum adherence • Fields to report on are customizable
Not Enough Time? • We can’t afford NOT to allow training time • Training done on work time • Management outlines blocks of time when training should not be done (ex. Mondays) • Staff are given a deadline and manage their own time for the courses. • Short-term campaigns may require training to be completed the next scheduled shift • Have a small room for quieter environment if call center noise is an issue
Improvements for Future Needs • Surveys • Allow opportunity for learners to tell us what works • Modify the internal training programs based on feedback from staff • Added “Course” of topics discussed at staff meetings for employees who work after-hours/weekends, etc. to ensure the same information is relayed. A “final exam” tests learning retention. • Learned that online training and in-person training of some topics were equally effective in relaying information.
Questions? • Sandra Ray, CIRS • Manager, I&R Services • 50 Waugh Drive • Houston, TX 77007 • 713-685-2469 • email@example.com