Inform USA Webinar - Facilitating a “Scathingly Brilliant” Quality Program

Cheryl Stewart is a Quality Assurance Analyst Director for United Way of Greater Atlanta 2-1-1 in Atlanta, GA. She has previously worked as a DHR Call Center Agent. She is a Certified Community Resource Specialist, a Certified Community Resource Specialist Database Curator and certified as a Call Center Manager. Cheryl volunteers as an AIRS site reviewer and serves on the AIRS Accreditation Commission. In addition, she has done research on service outcome measures and analyzing data to improve customer service. In her spare time, she enjoys working with homeless at-risk youth as a Resident Advisor.

Aria Smalling is a Quality Assurance Coordinator for United Way of Greater Atlanta 2-1-1 in Atlanta, Georgia. She has previously worked as a Community Connection Specialist and served as the lead Specialist providing coaching and mentoring for her peers. She is a Certified Community Resource Specialist. Aria manages three quality calibration teams and oversees the 2-1-1 Speakers Bureau. She supports the training manager in providing quality workshops to 2-1-1 Community Connection Specialists. Aria also works in partnership with child protection services and follows up on endangerment cases. In her spare time, she enjoys gardening.