1. Chat and Text: A New Way to Access I&R

2. What is Text? Text messaging, or texting, is the act of typing and sending a brief, electronic message between two or more mobile phones, fixed or portable devices over a phone network.

3. History of Text 1920 – RCA Communications, New York introduced the first "telex" service. SMS messaging was used for the first time on December 3, 1992 Today, text messaging is the most widely used mobile data service

4. What is Chat? Online chat may refer to any kind of communication over the Internet, that offers a real-time direct transmission of text-based messages from sender to receiver.

5. History of Chat The first online chat system was called Talkomatic, created in 1974 on the PLATO System at the University of Illinois The first dedicated online chat service that was widely available to the public was the CompuServe CB Simulator in 1980,[1][2] created by CompuServe. Ancestors include network chat software such as UNIX "talk" used in the 1970s.

6. AIRS Chat Survey 12% of respondents currently provide Chat but over 50% believe it is an “absolute” in the immediate future Less than 15% are planning to make that move over the next 12 months Software, training, best practices April 2013, 332 respondents

7. Getting Management Buy-In Potential access to new funding Doing more without costing more Improved Stakeholder Access Case Managers & Administrators Improved Client Access Hearing / Speech Impaired No phone / no minutes Next Generation Reduces perceived stigma

8. Managing the Paradigm Shift Introducing the concept to your team – Advance training Dealing with staff concerns – Fear of technology – Crisis intervention – Length of interaction / multi-tasking Rolling it out

9. Recruiting & Training New Staff What makes a good chatter/texter? – Open to new ideas – Good typing skills (45wpm) – Empathy assessment/ Emotional Vocabulary Best Practice – NSPL – ABC’s of I&R – Shadowing & Quality Assurance

10. Identifying Current Staff Strong written communication skills Strong typing skills Ability to multi task Previous experience

11. Professional Communication Use Summarization Reflect Feelings Use Clarifying Questions Use Proper grammar/spelling No abbreviations No slang No emoticons No CAPS No joking

12. Emoticons: How Do They Make You Feel?

13. Chat & Text and the I&R Process Greeting Assess client’s need Active Listening Data Collection Provide resources Closing

14. I&R Process: What’s Missing

15. Greeting Assessment Minimal Data Resources Closing

16. What’s Missing?

17. Details Are Important

18. Challenges Multi Tasking Response Time Length of Chat Language barriers Assumptions Crisis vs. I & R Unable to hear client’s tone

19. Quality Assurance Self evaluation Monitoring while chat is occurring Reviewing previous chats Post chat survey Follow up with client

20. Crisis Chats & Texts Is the client alone? Active Listening Risk assessment Emergency Intervention Offer Follow Up

21. Active Listening

22. Is Emergency Intervention Possible? Gain cooperation from the person at risk Use active listening and clarifying questions to get the details of the clients situation Take detailed notes to share with emergency responders

23. Locating a Chatter Locate the chatter’s IP address via your chat software Use http://whatismyipaddress.com/ to locate the Internet Service Provider who owns the IP address Reach out to the local 9-1-1 if the ISP includes a general location Educate the police about http://www.search.org/programs/hightech/isp/ that allows them to locate the 24/7 number for all ISP’s so they can request a location for the IP address you gave them.

24. Text Beyond I&R Fund Raising Volunteering Donations Mapping Event Registration Surveys Disaster Response…….

25. Software Click and Chat – http://www.clickandchat.com/ Text Tom Evans, Chief Executive Educational Message Services tom@emsmail.org www.educationalmessageservices.com

26. Text Print Screen

27. Questions? Larry Olness, larry.olness@hfuw.org Caree Jewell, caree.jewell@hfuw.org