Session 8 Wed. June 3, 10:45am-12:15pm. Resources That Don’t Fit Into Your Resource Database:. How do you provide information that is inappropriate for your database to the call specialists? Jennifer Miller, CRS - Resource Specialist United Way of Greater Kansas City/United Way 2-1-1
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Wed. June 3, 10:45am-12:15pm
How do you provide information that is inappropriate for your database to the call specialists?
Jennifer Miller, CRS - Resource Specialist
United Way of Greater Kansas City/United Way 2-1-1
Alicia Girard, BSW, CIRS - 2-1-1/Crisis Program Manager
We will take a look at several systems that organizations around the country have utilized to cope with providing uniform, current, and accurate information when information is changing at a quick pace and needs to be accessed over and over again.
Free Sites/Blogging Applications
Chat/Instant Messaging Applications
Database Message Board
Intranet pagesAn intranet is a private computer network that uses Internet technologies to securely share any part of an organization's information or operational systems with its employees.
Vermont 2-1-1 utilizes an internally created intranet page where they link websites and documents that are frequently accessed by call specialists.
They have created a separate set of inclusion/exclusion guidelines for their intranet page.
United Way 2-1-1 at United Way of Greater Kansas City utilizes an intranet page that incorporates information on policies, events, internal news, web links and a PDF version of the call specialist training handbook.
Virtual librariesThe term “virtual libraries” does not have a strict definition and is used by several organizations to describe their internally created tools, but in general seems to encompass web-based tools used to manage and organize pieces of information, documents, and links. Items may be organized by categories, tags or metadata, dated information and other links.
211Toronto utilizes a virtual library that incorporates an online interface that is password protected. Features include blog-like entries with links that can be tagged and accessed by category, and links in several categories to references and other 211 locations.
Info Line/2-1-1 Summit provides contract after-hours coverage for another call center in Ohio. They utilize a virtual library created through Google Sites to provide local information about this contracted area.
The call center is several hours away so the virtual library offers call specialists extra insight into the resources available in that area.
In addition to the benefits of an intranet page, depending on the application, virtual libraries can also offer the following:
Free sites/blogging applicationsA blog, or weblog, is a website that is generally formatted as a series of dated entries related to a specific topic, or presented by a specific individual or group.
PATH Inc. utilizes a blog format (Typepad) which is accessible online but password protected. This site also incorporates the entry “tagging” feature to categorize information that some virtual library sites use.
211info utilizes a free website building application (Google Sites) that allows inclusion of multiple modules, links, posts and document uploads. This site is also accessible from the internet but password protected.
Free sites and blogging applications offer a tremendous flexibility. It will vary by service, but some features that may be offered include:
Chat/instant message applicationsChatting or instant messaging is a type of text-based real-time communication.
United Way for Southeastern Michigan utilizes an instant message service called ePigeon (epigeon-instant-messaging.com). This is a fee service that allows users multiple options within messages. This specific service does allow attachments to be included in messages.
Database message boards
Alicia Girard, BSW, CIRS
2-1-1/Crisis Program Manager
Jennifer Miller, CRS
United Way 2-1-1 of Greater KC
Kansas City, MO