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211 Service Delivery & Quality Assurance: Creating the Complete Package
Todays Goal Demonstrate the relationship between Quality Assurance and Service Delivery by: 1.Understanding each branch individually 2.How they work together
The Complete I&R Package
Complete the Puzzle
Puzzle Exercise What did you realize? What were your first thoughts on completing the puzzle? What were you feeling working in your group?
Why Separate Branches? Ensures partnership Objective third party Safe environment Constant process Timely work load Cost effective
Quality Assurance Why is it important? What is monitored? How do we do it?
QA: Why is it important? AIRS Standards Contractual obligations and deliverables Customer service goals
QA: What is Monitored? Customer service skills Appropriate referrals Proper documentation Client satisfaction
QA: How Do We Do It? Call recording and intake monitoring Call calibration exercises Client satisfaction survey Review the trends with Trainer and Service Delivery Work with staff
Call Calibration Exercise Listen to a few calls Use the Call Monitoring Scorecard Discuss in your breakout group Prepare two items per group to share
Service Delivery What is Service Delivery? Why is it important? How does Training and Quality Assurance impact Service Delivery?
Service Delivery: What is it? The end result of Training and Quality Assurance Re-enforcement arm Front line to ensure contract deliverables are being met
Service Delivery: Why is it important? AIRS Accreditation Grants, Funders, & Contract Deliverables Fee for Service
Training & Quality Assurance: Impact on Service Delivery Consistency Contract deliverables Data, data, data
Thank You! Brandon Dotts Service Delivery and Project Manager 211 San Diego Meg Storer Quality Assurance Coordinator 211 San Diego
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