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February 12, 2015 United Way CEO 211 Workgroup Performance and Quality United Way CEO 2-1-1 Summit Outcomes and Recommendations Larry Olness – United Way.

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Presentation on theme: "February 12, 2015 United Way CEO 211 Workgroup Performance and Quality United Way CEO 2-1-1 Summit Outcomes and Recommendations Larry Olness – United Way."— Presentation transcript:

1 February 12, 2015 United Way CEO 211 Workgroup Performance and Quality United Way CEO Summit Outcomes and Recommendations Larry Olness – United Way Heart of Florida Lisa Austin – United Way Worldwide

2 United Way CEO Workgroup Compacts CEO Engagement Summit Quality and Performance May 10,

3 Quality and Performance Contributors Robert H. Brown - HFUW Larry Olness – HFUW David Jobe – UWGH Diane Gatto – UWGC Tom Page – United Way of Michigan Association Lisa Austin – UWW Nina Kawalek – RCCSP Stephanie Sanchez – MHUW Donna Burnham – UWGA Dave Bartek May 10, Matthew Finley - UWGC Marioly Botero - UWGA Bridget Lindemood – MHUW Linda Tokarski – MI211 Nhora Plehn – UWGA Adriene King – UWGC Louise Foresman – UWGC Matt Trahan – UWGC Sarah-Ruth Hoskins – UWGC Ben Lybarger – UWGC Haley Helms - HFUW

4 The Journey to the 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 May 10,

5 United Way Performance Index Goals and Objectives: Define overall 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 to better support United Way E/I/H Mission and Goals *Baseline - to be established with scorecard May 10,

6 6 United Way Performance Index - Database May 10, 2015

7 Implement: UW 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 7 May 10, 2015

8 Use|Measure|Share: Balanced Performance Scorecard (211 Center) Primary Scorecard ASA - Average Speed of Answer (Capacity) AHT - Average Handle Time (Efficiency) **Basic I&R call QA - Quality Assurance Scores (Effectiveness) CSAT – Customer Satisfaction (Effectiveness) Schedule Adherence (Utilization) November 10,

9 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% November 10,

10 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 May 10,

11 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% 11 May 10, 2015

12 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 12 May 10, 2015

13 Outcomes 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 to better support United Way E/I/H Mission and Goals Better positioning and elevation for May 10,


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