Follow-ups: Completing the Circle of I&R

1. Follow-ups:Completing the Circle of I&R 211info Oregon and Southwest Washington Kurt Perkins, Director of Programs

2. This presentation is intended to benefit: • The front-line I&R call-taker • Dedicated specialty program lines • Managers looking to improve on quality assurance, outcomes and customer service • Anyone who has contact with clients after the initial call for resources

3. By attending this presentation participants will have the tools to: • Implement and/or improve upon their own I&R Follow-up Program • Appreciate the importance of the role of follow-ups within the total I&R experience • Have a better understanding of the impact of follow-ups on: - Clients - Public Policy - Service Quality - Media Relations - Provider Resources - Funding - Community Needs

4. AIRS Standard 5 The primary purpose of follow-up is for the benefit of inquirers to see if there needs were met.

5. AIRS Standard 5, Quality Indicator 1 Follow-up is conducted, when possible, with the permission of the inquirer and never compromises the safety of the inquirer.

6. AIRS Standard 5, Quality Indicator 2 The follow-up policy of the I&R service includes examples of situations in which the follow-up should normally occur. These may include: - Vulnerable households that are without heat during the winter - Older adults having trouble expressing their needs - Families with young children needing food

7. - Individuals with disabilities who have received an eviction order - People with no health insurance who need health care - Individuals needing emergency shelter - Individuals needing detoxification or withdrawal management

8. AIRS Standard 5, Quality Indicator 3 Follow-up consists of successfully contacting the inquirer to find out if their need was met and if not, the reasons why not. Follow-up is generally conducted within one to three days of the original inquiry in cases of endangerment and within 7-14 days in other situations.

9. AIRS Standard 5, Quality Indicator 4 If the inquirer has not received services or the need has not been met, the I&R service determines whether there is still a need and makes additional appropriate referrals. The I&R service also determines whether the inquirer has additional, new needs and makes appropriate referrals prior to completing the contact.

10. AIRS Standard 5, Quality Indicator 5 The I&R service documents the follow-up results (whether service was received or there was an unmet need) for use in reports.

11. AIRS Standard, Quality Indicator 6 Information gathered during follow-up relating to elements in the resource database is verified and used to update resource database information that may be incorrect.

12. AIRS Standard 5, Quality Indicator 7 Information gathered during the follow-up process is also used as a further means of evaluating the effectiveness of existing community service providers and for identifying gaps in community services.

13. AIRS Standard 5, Quality Indicator 8 The I&R service conducts regular satisfaction/quality assurance surveys with a specified percentage of inquirers to assess overall service performance and I&R service outcomes. The surveys may occur during the original contact with an inquirer (if done for customer satisfaction purposes only), in conjunction with follow-up after determining whether the inquirer’s needs have been met or in a separate call made for quality assurance purposes.

14. I&R Service Delivery Outcomes: A Practical Guide • A publication put out in March 2014 by AIRS • Available for download on the AIRS website • Designed to assist you in developing an effective Follow-up Program of your own

15. History

16. The Buddy System Prior to February 2012…

18. Call takers were expected to gather three positive follow-up responses per shift • Follow-ups were assigned to a matched partner • Each partner had a specified half hour off the phones each week to complete their assigned follow-ups

19. Why it Didn’t Work • Differing levels of comfortability • Staffing changed • Follow-up times were not matched to the availability of our clients • Our service area expanded • Our call volume increased • Follow-ups were not seen as a priority along with incoming calls • Timeliness

20. Time for a Change • We created a new position: Follow-up Specialist • We restructured our Follow-up Survey • We designed and implemented a bilingual Follow-up Training Program for the entire call center

21. The Position

22. It Takes a Team To formulate the Follow-up Specialist position, a leadership team comprised of representatives from the call center, resource, reporting, social media, outreach and development departments met to determine how each of their needs could best be incorporated.

23. Core Function Assists clients and performs a critical quality-assurance role by conducting follow-up calls. Offers referrals and compassionate problem-solving if appropriate. Responses to a follow-up questionnaire are entered into a database, and anecdotes are shared with marketing and development staff.

24. Core Accountabilities • Work directly with clients: Conduct follow-up calls using the 211info protocol. Communicate in an amiable, kind and professional manner to customers. Screen clients and offer appropriate resources. Collect and enter client information into the 211info electronic record systems in compliance with contract and reporting requirements. Facilitate advocacy between client and service provider when necessary. • Report on results of calls: Compile results of follow-up calls to inform 211info reports to funders, partners and other stakeholders. Offer feedback to supervisor about issues raised during calls. Collect anecdotal information for use in agency communications.Participate in training sessions designed to improve internal and external customer service and agency operations. Make recommendations about database improvements.

25. Correspondence, training and special projects: Monitor and respond as necessary to all agency communications tools; participate in training, staff meetings and scheduled discussions designed to improve internal and external customer service and agency operations; make recommendations about database improvements; participate in other projects as assigned. • Support CIC: Answer and return phone calls, texts and emails from diverse clients who need efficient, accurate, confidential and unbiased social service referrals. Collect demographic information, screen clients for eligibility for social service programs, search database for referrals and assist with creative problem solving.

26. Core Competencies • Forward Thinking: Consider efficiencies, explore options and recognize trends that may affect agency operations. • Critical Thinking:Collect and evaluate client and referral data to identify improvements in service delivery. • Planning and Organizing: Organize work effectively to reflect 211info’s priorities and ensure timely execution.

27. Flexibility: React and adjust positively to change. • Cultural Competency: Work effectively with diverse clients and staff. • Promote Shared Values: Build internal support for 211info values and represent the agency positively in public. • Customer Service Focus:Seek methods to improve external and internal customer service.

28. Qualifications • Minimum one year of crisis intervention/hotline service, or one year of experience with a social service organization or call center. • Analytical skills to identify practical solutions to barriers and service gaps that prevent clients from receiving the assistance they need. • English/Spanish bilingual preferred/required. • Bachelor’s degree in social work, psychology or other human service. Experience may substitute for degree.

29. Strong customer service delivery. • Knowledge of social services, governmental bodies and geography of Oregon and Southwest Washington preferred. • Ability to work effectively with diverse clients experiencing a problem or crisis. • Certification by Alliance of Information and Referral Systems (AIRS) is a plus; certification is required after two years. • Strong written and verbal communication skills, including spelling and grammar.

30. Follow-up SurveyHelpful Notes

31. 1. What circumstances led you to seek assistance? • Underemployed/Unemployed - Fired, quit, laid off, hours cut, self employed & not enough work coming in. • Uninsured/Underinsured - No insurance, maxed out existing insurance, procedure or need not covered by insurance. • Loss of Benefits - Unemployment ran out, food stamps got cut, maxed out on short term disability or TANF. • Catastrophic Injury/Illness - Illness or injury that kept caller from work, medical needs or care of injured or ill household dependent, death in household. • Change in Household Status - Divorce, births, addition of grandchildren or elder parents to household.

32. Fixed Income - TANF, SSI, SSD, pension • Relocation - New to area. • Other - Usually an informational question not based on economic need. Example “Can you help me find an AA meeting tonight?” A pop up box will open up for you to clarify the response. Client Declined Did Not Ask

33. Notes • Try asking directional probing questions like, “Is there a reason why you were unable to pay for utilities this month?” If you don’t get a clear initial answer, avoid listing responses. • Only one response can be selected. Select the initial response provided by the caller. Even though you might hear, “I broke my arm, which caused me to lose my job and no I don’t have any insurance…” The initial response is, “I broke my arm.”

34. We Are The Safety Net

35. 2. Were the referrals provided by the 211info Specialist appropriate for your needs? Notes For all negative answers a pop-up box will appear to let you clarify the response. Remember to I- Square the resource department or make the call center management team aware of inaccuracies in the record or mis- referrals being provided. • Yes [Skip to 4] • No [Skip to 4] • Referrals were not provided • Client Declined [Skip to 7] • Did Not Ask [Skip to 7]

36. 3. Did the 211 Specialist help you think of possible alternative solutions to getting your needs met? Notes This question is under review for replacement as it is currently only being asked on Unmet Need calls where no referrals are provided. • Yes, Database Referrals Provided • Yes, Database Referrals Were Not Provided [Skip to 6] • No [Skip to 6] • Client Declined [Skip to 7] • Did Not Ask [Skip to 7]

37. 4. Have you contacted any of the referrals provided and received assistance? • Yes, assistance received [Skip to 7] - Mark this when caller has received assistance from any of the referrals provided even if they had multiple needs and referrals. • Yes, in progress of receiving assistance [Skip to 7] - Has an appointment, application pending, check is in the mail…This is for when caller indicates that they have not received assistance yet, but they will be receiving it. • Yes, left message but no call back [Skip to 6] • Yes, but no assistance was received - Proceed to question 5.

38. No, Unable to Contact Referral [Skip to 6] -Be sure to confirm phone number and contact times of the referral for the caller if this is the case. • No, Did Not Contact Referrals [Skip to 6] -Ask the caller if they need the referrals again especially if they have not gotten their needs met in any other way since contacting us. • Client Declined [Skip to 7] • Did Not Ask [Skip to 7]

39. 5: Did the referrals say why they were unable to help you at this time? • Caller Faces Barriers - i.e. transport, etc. -Agency hours, location, amount of payment required …prevented caller from being able to access services.

40. Notes These ineligibilities are prescreening qualifications that might not be evident in the referral record due to different funding streams for similar services within an agency. Please check the record , complete I -Square and inform the call center management team of mis-referrals when appropriate. • Caller Ineligible Due to Previous Assistance • Caller Ineligible Due to Geographic Location • Caller Ineligible Due to Degree of Need • Caller Ineligible Due to Income Level • Caller Ineligible Due to Marital Family Status • Caller Ineligible Due to Age • Caller Ineligible Due to Gender • Caller Ineligible Due to Race

41. Caller Refused Assistance -Caller is offered assistance by a referral but decided not to accept it. This usually happens because the amount of assistance offered was too small, the paperwork required was too invasive or the caller was able to get their needs met in another way. • Program Full or Out of Funds -Includes long wait lists. • Program/Service Does Not Exist - Please check the record and complete I-Square and inform the call center management team of mis-referrals when appropriate. • Other • Client Declined • Did Not Ask

42. 6. Have you been able to get your needs met in another way since you called 211? • Established a Payment Plan -Landlord, utility company. • Family/Friends -Borrowed money from or paid for outright. • Church • Agency Outside of the Referrals Provided  -Please mark this even if the agency is in our referral database, but was not provided by the 211info Specialist.

43. Sold Possessions -Pawn shop, yard sale, Craigslist. • Paid out of Pocket • Other • No • Client Declined • Did Not Ask

44. 7. By talking with 211, do you have a better understanding of what resources might be available to you? • Yes • No -If No, explain what 211info is to the caller. • Caller Already Aware of Resources Prior to Calling • Client Declined • Did Not Ask

45. 8. Overall, were you satisfied with the level of service provided by 211? • Yes • No • Client Declined • Did Not Ask

46. 9: Would You Call 211 Again? • Yes • No • Client Declined • Did Not Ask

47. Additional Considerations • The importance of the correlation of the survey questions to the original demographic data and referrals provided during the initial call in order to provide detailed and accurate comprehensive reporting and customer service (Questions 3 and 6). • The inclusion of “Skip” queues to assist with smooth call flow (Question 4).

48. Drop-down” boxes under each “no” or “other” response for explanatory notes (Question 8). • Limiting the number of questions to the absolute minimum necessary to ensure a positive experience for the both the client and the Follow-up Specialist.

49. Techniques of Polling

50. Always read the questions verbatim, as written, each time This gives accurate comparison data – apples to apples. When questions are asked differently across specialists and/or respondents, the data is no longer comparable. A slight change in wording may change the way an individual responds.