Transcript United Way PowerPoint Presentation Template

United Way CEO 211 Workgroup
Performance and Quality
United Way CEO 2-1-1 Summit
Outcomes and Recommendations
Leslie Wright – United Way of East Central Iowa
Lisa Austin – United Way Worldwide
February 19, 2015
United Way CEO 2-1-1 Workgroup Compacts
• CEO Engagement
• 2-1-1 Summit
• Quality and Performance
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July 6, 2015
Quality and Performance Contributors
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Robert H. Brown - HFUW
Matthew Finley - UWGC
Larry Olness – HFUW
Marioly Botero - UWGA
David Jobe – UWGH
Bridget Lindemood – MHUW
Diane Gatto – UWGC
Linda Tokarski – MI211
Tom Page – United Way of
Michigan Association
Nhora Plehn – UWGA
Lisa Austin – UWW
Louise Foresman – UWGC
Nina Kawalek – RCCSP
Matt Trahan – UWGC
Stephanie Sanchez – MHUW
Sarah-Ruth Hoskins – UWGC
Donna Burnham – UWGA
Ben Lybarger – UWGC
Dave Bartek
Haley Helms - HFUW
July 6, 2015
Adriene King – UWGC
The Journey to the 2-1-1 Summit
United Way of Minneapolis
• Minneapolis – June 2014
United Way of Heart of Florida
• Orlando – October 2014
United Way Worldwide
• Alexandria – November 2014
United Way of Greater Cleveland
• Cleveland – December 2014
United Way of Greater Atlanta
• Atlanta – January 2015
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July 6, 2015
United Way 2-1-1 Performance Index
Goals and Objectives:
• Define overall 2-1-1 Performance and Quality
• Ensure Alignment within UW 211 network
• Provide Tools and Resources
• Implement Transparency and Consistency of Reporting
• Establish and Implement UW Identified Best Practices
• Position 2-1-1 to better support United Way E/I/H Mission and
Goals
• *Baseline - to be established with scorecard
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July 6, 2015
United Way 2-1-1 Performance Index
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July 6, 2015
Implement: UW 2-1-1 Best Practices Processes
211 Contact Center Management Certification Training: RCCSP
• Foundational Processes
UW 211 Tools
• Onboarding
• Hiring
• Quality Assurance: Independent Third Party (Mystery Calling Program)
Best Practices/Recommendations
• Minimum Technology and Channels Requirements
• Consistent Demographics Collection
• Consistent Customer Satisfaction Criteria
• KPI – Key Performance Indicators
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July 6, 2015
Use|Measure|Share:
Balanced Performance Scorecard (211 Center)
Primary Scorecard
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ASA - Average Speed of Answer (Capacity)
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AHT - Average Handle Time (Efficiency)
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QA - Quality Assurance Scores (Effectiveness)
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CSAT – Customer Satisfaction (Effectiveness)
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Schedule Adherence (Utilization)
November 10, 2014
**Basic I&R call
Use|Measure|Share:
Balanced Performance Scorecard (211 Center)
Secondary Scorecard
• Demographic collection
• Internal QA, Coaching and Training
• Meet Technical Minimum Requirements
• Multi-channel operations
• Attrition
• Occupancy
• Follow up calls
• Offered to >10%
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November 10, 2014
Demographic Collection
Service, Funding and Data:
• Zip code
• Age (exact)
• Gender of person in need
• Household composition
• Veterans
• Ethnicity
• Highest Level of Education (E)
• Income Bracket (I)
• Health Insurance** (H)
• Assistance – SNAP, WIC, TANF, Section 8
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July 6, 2015
Achieve
Primary Targets:
• ASA – Average Speed of Answer: <90 Seconds
• AHT – Average Handle Time: 5-7 minutes
• QA – Quality Assurance: 75% minimum
• CSAT – Customer Satisfaction: 90-95%
• Schedule Adherence: 85-90%
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July 6, 2015
Exceed
HAVE: AIRS Accreditation
IMPLEMENT: All UW 211 Tools and Best Practices*
• 2+ staff are UW 211 CCM Certified by RCCSP
USE, MEASURE, SHARE: Performance Score Card
ACHIEVE: Primary and Secondary Performance Targets.
EXCEED: Attain all of the above and out perform Key Performance
Indicators on both primary scorecards
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July 6, 2015
United Way CEO 211 Workgroup
Performance and Quality
2-1-1 Summit
Outcomes and Recommendations
February 12, 2015
2-1-1 Resource Library - Beyond the database
We are not only cataloguing, we are writing the books.
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July 6, 2015
United Way 2-1-1 Performance Index –Resource
Library
Goals and Objectives:
• Define requirements and functionality needed for 211 Resource
Libraries to increase consistency and alignment
• Define national standards that would enable interoperability and
integrated functionality and reporting
• Better understand the UWW/AIRS Linked Data project and then
initiate processes and protocols necessary for all UW 211s to
participate.
• Establish UW 211 Resource Library best practices (Phase 2)
*Baseline - to be established with scorecard
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July 6, 2015
Use|Measure|Share:
Balanced Performance Scorecard (Resource Library)
Primary Scorecard
CSR Designation for Library Resource Staff
Quality Assurance – Technical
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Compliance to 211 Standard Operating Procedures
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Style Guide, Content requirements and Indexing
Database Audit
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Program Record
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Accuracy Level
Multi-channel update outreach attempts
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Phone, Email, Web, Mail
UW Taxonomy and Indexing Standards
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November 10, 2014
Achieve
Primary Targets:
CSR Designation for Library Resource Staff - within 1 year of eligibility
Quality Assurance – Technical - Score of 85%
Database Audit – 20 program records/FTE/month
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Accuracy Level – 90-95%
Multi-channel update outreach attempts
•
Phone, Email, Web, Mail
UW Taxonomy and Indexing Standards
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July 6, 2015
Exceed
HAVE: AIRS Accreditation
IMPLEMENT: All UW 211 Tools and Best Practices*
• All Resource staff have CSR designation
USE, MEASURE, SHARE: Performance Score Card
ACHIEVE: Primary.
EXCEED: Attain all of the above and out perform Key Performance
Indicators on both primary scorecards
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July 6, 2015
Building Awareness
Target Audience
UW CEO Champions
Communication/Events
UW 211 Summit
State Associations
Great Rivers Conference
• Council of States
211 Network Webinar
• NPC
State Association Meetings
UW 211 Directors
CLC
211 State Directors
AIRS Conference
CI VP/SVP
211.org
AIRS
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July 6, 2015
Pilot Sites – Adoption and Integration
• Heart of Florida UW
• Bay Area UW
• UW of Greater Cleveland
• UW of South Carolina
• UW of Greater Atlanta
• Mile High United Way
• UW of Southeastern Michigan
• UW of St. Louis
• UW of Greater Houston
• UW of Escambia (Pensacola)
• UW of East Central Iowa
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November 10, 2014
Next Steps
 Establish the United Way Worldwide 2-1-1 Strategy and Execution
Committee
 Develop QA toolkit
o “Must have” services recommendation list (Michigan template)
o Rating scales
o Definitions Guide
o Style Guide
 Recategorize Taxonomy terms to align with Education, Income, Health
& Other. (90 days)
o Referral reporting
o Unmet needs reporting
o Resource availability/mapping/capacity
o Develop HIE reporting template
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July 6, 2015
Next Steps
 Style Guide (4 mo)
o Finalize UW 211 Style Guide that United Ways support use to drive
system consistency
 Paid facilitation to get key players to agree on data elements
 Funding for ongoing maintenance coordination
 Develop UW Standards rating scales for: (6 mo)
o Resource Library
o Call/contact handling
o Reporting
Database Tools for measuring consistency in use of style guide
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July 6, 2015
Next Steps
 Definitions Guide (4mo)
o Elements of records
o What is update, record, agency, program, resource, referral, unmet
need, etc.
 National reporting tools (1 yr)
o Mapping
o Data visualization
 Validation of UW 211 status, e.g. independent verification, site visits,
etc. (1 year plus)
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July 6, 2015
Outcomes
• 2-1-1 Value Proposition
• Improved Trust in UW and 211 brands (internal/external)
• Increased Capacity
• Relationship Building with current and new partners
• Investor Guidance
• Better Alignment within UW 211 network
• Increased Transparency and Consistency of Reporting
• Position 2-1-1 to better support United Way E/I/H Mission and
Goals
• Better positioning and elevation for 2-1-1
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July 6, 2015