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211 Service Delivery & Quality Assurance:

Understand the relationship between Quality Assurance and Service Delivery, how they work together, and their importance in ensuring efficient and effective service. Includes a puzzle exercise and discussion on separate branches, QA monitoring, call calibration, and the impact on service delivery.

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211 Service Delivery & Quality Assurance:

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  1. 211 Service Delivery & Quality Assurance: Creating the Complete Package

  2. Today’s Goal Demonstrate the relationship between Quality Assurance and Service Delivery by: • Understanding each branch individually • How they work together

  3. The Complete I&R Package

  4. Complete the Puzzle

  5. Puzzle Exercise • What did you realize? • What were your first thoughts on completing the puzzle? • What were you feeling working in your group?

  6. Why Separate Branches? • Ensures partnership • Objective third party • Safe environment • Constant process • Timely work load • Cost effective

  7. Quality Assurance • Why is it important? • What is monitored? • How do we do it?

  8. QA: Why is it important? • AIRS Standards • Contractual obligations and deliverables • Customer service goals

  9. QA: What is Monitored? • Customer service skills • Appropriate referrals • Proper documentation • Client satisfaction

  10. QA: How Do We Do It? • Call recording and intake monitoring • Call calibration exercises • Client satisfaction survey • Review the trends with Trainer and Service Delivery • Work with staff

  11. Call Calibration Exercise • Listen to a few calls • Use the Call Monitoring Scorecard • Discuss in your breakout group • Prepare two items per group to share

  12. Service Delivery • What is Service Delivery? • Why is it important? • How does Training and Quality Assurance impact Service Delivery?

  13. Service Delivery: What is it? • The “end result” of Training and Quality Assurance • Re-enforcement arm • Front line to ensure contract deliverables are being met

  14. Service Delivery: Why is it important? • AIRS Accreditation • Grants, Funders, & Contract Deliverables • Fee for Service

  15. Training & Quality Assurance:Impact on Service Delivery • Consistency • Contract deliverables • Data, data, data

  16. Questions?

  17. Thank You! Brandon Dotts Service Delivery and Project Manager 211 San Diego 858-300-1296 bdotts@211sandiego.org Meg Storer Quality Assurance Coordinator 211 San Diego 858-300-1240 mstorer@211sandiego.org

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