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Building a Nationwide 2-1-1 Business Model Homeowners Dignified Transition Project Opportunities, Challenges and Lessons Learned AIRS Conference May 22,

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Presentation on theme: "Building a Nationwide 2-1-1 Business Model Homeowners Dignified Transition Project Opportunities, Challenges and Lessons Learned AIRS Conference May 22,"— Presentation transcript:

1 Building a Nationwide Business Model Homeowners Dignified Transition Project Opportunities, Challenges and Lessons Learned AIRS Conference May 22, 2012

2 Presenters UW_Template_ Tino Paz UWW Linda Daily UWW Lisa Bullen-Austin UWW Steve Wertheim Cleveland

3 UW_Template_

4 Workshop Objective Participants will be provided with information, tools and resources that would prepare a provider to position its center or state system for participation in a nationwide contract. UW_Template_

5 Agenda Bank of America – UWW Partnership Development Lessons Learned – What does a need to do to participate on similar projects in the future? Things to consider? Tips from the participating centers Business Model Construct Q&A 5

6 Background s received increase calls from struggling and distressed homeowners centers and UWW initiated a call to action to assist on the mortgage crisis and warned of the impact on a nationwide scale 2010 Promotion of how can help respond to the crisis: Locally, State- wide, National Level in partnership with Banking Industry 2011 Bank of America was the first to capitalize on it and offered opportunity to develop a new business model from a national perspective 2012 The community services helpline has received over 4170 calls since June Other financial institutions look to participate with UWW and in projects similar to the Help Line using the dialing code

7 7 Bank of America To provide education and community resource support to enable a dignified transition for customers who will leave their home (short sale, deed in lieu, or foreclosure). Primary Ease the burden of the transition. Secondary Drive customers to engage with Bank of America to prevent foreclosure. United Way Worldwide has been an invaluable key partner for the development of the Home Transition Guide as well as providing exclusive information and referral telephone services to assist our customers in identifying community services. In addition, community leaders served as members of an Advisory Group to provide guidance for the program, including development of the Home Transition Guide. CredAbility Homefree-USA National Urban League NeighborWorks ® America National Council of La Raza Homeownership Preservation Foundation National Foundation for Credit Counseling National Coalition for Asian Pacific American Community Development ObjectiveThe Partners

8 8 Transition Guide Guide Placed In Folder Cover Letter & Envelope Folder With Pocket

9 Community Resources Helpline Objectives 1.A trusted advocate and non-profit to help customers through the transition 2.Single phone number to call 3.Consistent and established process to obtain referrals that would stand up to media scrutiny 4.Use an 800 number as the face of without submitting to the media and political scrutiny 5.Provide Bank of America specialized reporting regarding the unmet needs of their customers in transition 6.Nationwide focus on customers in need while continuing to build capacity within the network for future nationwide contracts 9

10 SUCCESS STORIES Making a difference one referral at a time 10

11 Homeowners Transition Help Line United Way Homeowners Transition Help Line provides a neutral environment where customers are given referrals and information that empower them to make better decisions regarding their situation What do customers want when they call? 1.Assistance to resolve their home loan issues or stay in home 2.Better understanding of Short Sale and Deed in Lieu 3.An advocate and an impartial, empathetic ear 4.Referrals that can help regain financial stability i.e. Utility Assistance, food, prescription assistance, employment counseling, finalization of mortgage issue 11

12 What centers need to do to participate in the future? Do you have…… Basic call center equipment and technology I&R software – cloud based Demonstrated quality metrics Ability to identify and integrate new resources into a common database Business Continuity Plan Dedicated Quality Assurance FTE IT capacity and back up/redundancy in place (Wi-Fi, routers) Available office space for dedicated FTE or room for expansion Risk assessment and impact on your organization Internal cash flow system Can do attitude/flexibility 12

13 Quality Assurance Measuring our success in meeting the customers needs Program Management Quality Assurance Manager job description Calibration and mission alignment Evaluation criteria Metrics/Reporting – similar/consistent with other contracts Site Management 13

14 Technology Telephony Database Dynamic & Real-time Reporting 14


16 Tips and Lessons Learned Clevelands Decision to bid…… Pros Diversification of Funding Use of new technology Work with United Way Worldwide Collaborate with another center Cross-train staff Private Sector Contract Blueprint for future of Respond to a National Need Cons Aligning with a Bank Funder may not like your ideas Rapid Start-Up Project did not serve a universal public Razor thin overhead Multiple phone and database systems Vendor versus collaborative relationship 16

17 Implementation Challenges and Concerns Tight budget - What happens if health care costs increase? Rapid-Start Up - Needed all departments to work together quickly Physical space required expansion Re-Assignment and addition of management staff How to best deliver the service? What database? Protocols? Metrics/Quality focus for a call center is different from a standard Getting the Contractor to listen to ideas and expertise. UW_Template_

18 Project Benefits (Upfront and On-going) Money for physical expansion of center Cross-training staff on Created a farm team for staff when project ends Utilized/Tested In-Contact, cloud-based contact center Provided reason and funding to re-structure contact center management staff (e.g., new Quality Assurance, Training and Recruitment position) Able to learn from United Way Worldwides Project Management Staff with technology and/or contact center industry experience (e.g. reporting assistance, calibration calls) Able to work with/learn from another

19 Tips and Lessons Learned (Advice to other centers) Budget carefully – have a little bit of cushion, but dont expect to turn a large profit. Remain competitive. Strategically spend the dollars (infrastructure improvement, lasting items). Have a precise recruitment process, be critical of hires and be prepared to remove people from the project. Have quick access to specialists (Information Technology, HR, Building Management). Understand the mission of the project may differ from the mission of Be flexible – the project could require you to learn new moves Dont expect to fix everything or align the project to your expectation – the funder has their own agenda. Be Careful of Mission Creep! 19

20 Business Model Generation by Alexander Osterwalder &Yves Piguneur A Business Model describes the rationale of how an organization creates, delivers and captures value. 1.Co-created by 470 business practitioners from 45 countries 2.Provides a framework for re- examining current business models and developing new models 3.Defines concepts to aid in developing common vision, models and implementation strategies UW_Template_

21 Business Model Canvas Nine Elements A Business Model is how a business creates, delivers and captures value 1.Customer Segment CS 2.Value Proposition VP 3.Customer Relationship CR 4.Channels CH 5.Revenue Streams R$ 6.Key Partnerships KP 7.Key Resources KR 8.Key Activities KA 9.Cost Structure C$ 21

22 Business Model Canvas KP KA VP CR CS KR CH C$ R$ Legend KP - Key Partnerships KA - Key Activities KR - Key Resources VP - Value Proposition CR - Customer Relations CS - Customer Segment CH - Channels C$ - Cost Structure R$ - Revenue Stream UW_Template_

23 Cost Structure Guiding Principles 1.Provide 2-1-1s with necessary operating capital to build infrastructure, capacity and deliver quality service 2.Provide $$$ for US network infrastructure development –Telecommunications platform and linkage –Database usage fee –seed money for Disaster Data Management System development –national staffing capacity 3.Ensure call to inquirer is free UW_Template_

24 Questions? 24

25 Contact Sheet Linda Daily – United Way Worldwide: Tino Paz – United Way Worldwide: Lisa Austin – United Way Worldwide: Stephen Wertheim – Cleveland: Diane Gatto – Cleveland: Liesl Wendt – Info Portland: Troy Hammond – Info Portland: 25

26 Thank you

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