Texting Models of I&R Service Delivery, Quality Assurance & Phone Traffic Support

4.67 (6 votes)

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(1 hour session)

The National Text Platform Steering Committee Panel will offer some very effective methods for service delivery.  Overall satisfaction and levels of quality assurance will be provided from surveys with clients served in 2021.  Participants will see remarkably efficient ways to capture outcome data from both text and phone encounters. 

  • See how to combine both channels (phone and text) to maximize client satisfaction and track meeting client needs.
  • Learn how to utilize integrated technologies with your current CRM.
  • Appreciate the efficiencies of automated text methods available to handle the most commonly asked for resources

Presenters will offer their experience and discuss the methods available with a focus on how to easily adopt the newest technologies for integrated I&R including telephony and CRM systems.

Quinton Askew

President/CEO

211 Maryland, Baltimore, Maryland

Quinton Askew is the President/CEO for 211 Maryland. He was previously a Director with Howard County Government, Department of Community Resources & Services that focused on Community Engagement, Systems Development and oversight of fifteen nonprofit entities, co-located to provide health/human services. In addition, he is a National Consultant for Aha Process focusing on Enable individuals, institutions, and communities to stabilize and grow resources for all, particularly those in poverty.

Wanda Oliver

211 Network Administrator/Programmer/WIN211 Communications Coordinator

People for People, Yakima, Washington

Wanda Oliver has been employed at People For People since 1997, and currently works as a 211 Network Administrator/Programmer/WIN211 Communications Coordinator with experience in managing and maintaining the Washington state-wide 211 inContact ACD systems, and the state-wide VisionLink database system.

Dana Catapano

Marketing and Communications Manager

NJ211 Partnership, Cedar Knolls, NJ

Dana Catapano is currently the Marketing and Communications Manager for NJ 211. She is responsible for all marketing and communications duties from the website, social media, outreach events, promotional materials to the text messaging platform. Prior to accepting the Marketing and Communications Manager position, Dana worked in various roles with NJ 211 over the last three years. She helped grow the text platform and aided in securing partnerships. She has a Bachelors in Social Science from Thomas Edison State University and holds a Community Resource Specialist - Database Curator (CRS-DC) Certification.

Shawn McGrogan

2-1-1 Operations Manager

United Way of Southwestern Pennsylvania, Pittsburgh, Pennsylvania

Shawn McGrogan is the Operations Manager for PA 211 Southwest powered by the United Way of Southwestern PA. Shawn has been with PA 211 Southwest for over 6 years.  He is also a member of the Allegheny County VOAD.

Edward Goff

Media Coordinator

2-1-1 of Eastern Washington, Spokane, Washington

Ed Goff is currently the Media Coordinator for Eastern Washington 211. Ed has been with EW211 for nearly 4 years, and helped expand texing and social media capabilities for the Eastern Washington region.

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CLICK HERE TO JOIN - Texting Models of I&R Service Delivery, Quality Assurance & Phone Traffic Support
10/12/2021 at 1:00 PM (EDT)   |  60 minutes
10/12/2021 at 1:00 PM (EDT)   |  60 minutes (1 hour session) The presenters will use real-time demonstrations to show service delivery methods and data summarization from mock encounters provided by participants during the presentation. Presenters will offer their experience and discuss the methods available with a focus on how to easily adopt the newest technologies for integrated I&R including telephony and CRM systems.
Quiz
8 Questions  |  3 attempts  |  6/8 points to pass
8 Questions  |  3 attempts  |  6/8 points to pass
Certificate of Completion
1.00 Hour(s) of Professional Development credit  |  Certificate available
1.00 Hour(s) of Professional Development credit  |  Certificate available