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2-1-1 in Minnesota/Western Wisconsin

2-1-1 in Minnesota/Western Wisconsin. Received accreditation by AIRS in 2008 Staffed 24 hours/7 days a week Serves all 87 counties in Minnesota; Douglas, Pierce, Polk and Saint Croix counties in Wisconsin Service available in multiple languages

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2-1-1 in Minnesota/Western Wisconsin

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  1. 2-1-1 in Minnesota/Western Wisconsin • Received accreditation by AIRS in 2008 • Staffed 24 hours/7 days a week • Serves all 87 counties in Minnesota; Douglas, Pierce, Polk and Saint Croix counties in Wisconsin • Service available in multiple languages • Took over 263,000 calls and made over 442,000 referrals in 2011

  2. 2-1-1 Database • Over 9,000 agencies listed as of 2011 • Over 24,000 services listed as of 2011 • Statewide System: All 2-1-1 call centers in the state use the same database (CTK software) and have access to all of the agencies and services in it • Searchable by name, type of service, area served and/or physical location

  3. Website Goals • Provide another mode of access to 2-1-1 resources • Adhere to the preference of younger generations • Provide self-service functions for community partners and professionals • Shift call volumes to other modes of access

  4. Website Strategies • Clean and simple with emphasis on 2-1-1 resources • Develop the site as a services platform • Strongly focus on ways different constituencies will use the site

  5. Key User-Professional • Works for community agency, organization or government entity • Seeks information to assist or on behalf of another individual or client • Performs repeated searches • Has great trust for 2-1-1 as a community resource • Self service functions a plus

  6. Key User-Community Member • Seeks resources on a range of topics • Seeks ease of use and access • Often low income • Includes many different groups and constituencies • Next generation to use 2-1-1 (5.5% of our callers in 2011 were under age 18)

  7. Website Launch • http://www.211unitedway.org • Soft launch (Phase 1) occurred on December 20, 2011 • Public launch (Phase 2) occurred on April 23, 2012 • Future phases launching later this year

  8. Phase 1 Core Feature-Database Search • Site organization aligned with taxonomy • Information pulled from 2-1-1 database of resources (CTK software) • Updated overnight • Four ways to search for information • Sort results by distance, name, city, county or zip code

  9. Phase 2 Core Feature-Professional Login • Registration, login and profile creation for professional users • Agency staff can request updates to be made to their agency’s information in the database • Save favorite searches • View recent searches in historical format

  10. Phase 2 Core Feature-Administrator Login • Request database to be updated on an emergency basis (for disasters, etc.) • Total number of searches performed on the site • Popular searches performed in the last 30 days including keyword, city, county and state

  11. Phase 2 Core Feature-Administrator Login • Add and edit website pages, news posts (filtered by region of the state) and emergency bulletins • Hide agencies and services • View and delete professional users’ accounts if needed due to inactivity

  12. Phase 2-Statewide System Information • Interactive map of Minnesota and western Wisconsin • Each county on the map links to local 2-1-1 call center websites that serve that area. NOTE: These websites are different from the website being demonstrated today and do not include the same features.

  13. Other Features • FAQ’s including link to application for new agencies to join the database • Search tips • Service Bulletins: Community events

  14. Google Analytics Reporting • Number of new and returning site visitors, page views, pages/visit, average time on site, location accessed website from, traffic sources, agencies viewed, keywords used, etc. • Received over 5,600 visits during Phase 1 • 64.5% were new visitors and 35.5% were returning visitors during Phase 1

  15. Phase 3 • Additional statistical reporting features for administrators • Help videos for public users and professional users • Website user survey of site content • User ability to send search results by e-mail to another person

  16. Phase 3 • Enhanced printing features • Mapquest driving directions linked to agencies • Link to website for ordering 2-1-1 marketing materials for professionals

  17. Phase 4 • Instant message chat • Text messaging • Discussion board • Social media • Mobile app for database search

  18. Contact me at:Kristen FogertyCeridianUnited Way 2-1-13311 East Old Shakopee RoadHQ2EMinneapolis, MN 55425651-994-2719kristen.fogerty@ceridian.comFacebook: Kristen Fogerty UnitedWay

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