2. Best Practices in Ensuring Consistent Call Quality Measures Calibration Corner

3. Who has a Quality Assurance Program implemented at their agency? implemented at their agency?

4. Who has a Calibration Process implemented at their agency?

5. The Benefits of CALIBRATION What is Calibration? The act of marking or gauging against a standard scale of measurement Correlate the readings (of measurement) with those of a standard in order to check accuracy To adjust; taking in external factors into account or to allow comparison to other data

6. Why Calibrate? Develops Consistency for QA in Listening & Scoring Calls Multi Department Involvement Provides Perspective Creates Transparency Sets Goals & Expectations Promotes Growth for Caller Experience

8. What are Benefits to a Calibration Session ? Creates Transparency Multi-Department Involvement Sets Goals & Expectations SCORE Try Again TIME TO PASS 1.) 2.) 3.) 4.) Provides Perspective FAMILY FEUD

9. The Roadmap

10. Front Line Staff & Caller How does it help the overall call? Creates a roadmap for both I&R Specialist and Caller How does it assist the I&R Specialist in completing a call? Provides key elements to better understand the callers needs and provide appropriate referrals Opens up room for growth by providing a level of standard and a tool to measure against How does it improve the caller experience? Clarifies the callers needs and provides consistent information on how to access services.

11. Steps to Setting Up the Calibration Process… 1. Participation Resource, I&R Specialist, Program Managers, etc… 2. Parameters & Frequency Number of Calls How often Do You Want to Calibrate Trends and Areas for Training Select Variety of Calls (good call, call that needs improvement) 3. Facilitators Rotation Discussion Calibration Report 4. Calibration Calls Excluded from Overall QA Score

12. Calibration Report

13. Mini Calibration Session Let’s Listen to the Elements of a Call Together Please score as we go along…

14. Call #1

15. Call #2 (Part 1)

16. Call #2 (Part 2)

17. Call #2 (Part 3)

18. Let’s Calibrate!!

19. How Did You Score vs QA Score? Go over each element Show of hands on who scored how Discuss elements where there is variance Allow explanation of why scored that way Go over each element Show of hands on who scored how Discuss elements where there is variance Allow explanation of why scored that way

20. & Wrap Up Things to Consider Establishing Protocol Standard of Deviation Establishing accountability Growth through Coaching

21. Testimonials What do they have to say?

22. Myieko Clayton, I&R Specialist “ After calibration I felt a sense of empowerment… I received great feedback. Making a mistake isn't always a bad thing, just an advantage to use it as a learning tool. It helped me work on areas that I didn’t know I needed work on. It was an eye opener.”

23. Denise Friedman, I&R Specialist “ I was struggling with certain elements of QA, attending calibration allowed me to ask questions directly to those who were scoring my calls. I was able to understand my scores and the elements I struggled with. Calibration has helped me increase my scores and stay consistent.””

24. Carol Larson, I&R Specialist “It helped me in my own job performance. I was able to see how exactly how calls are evaluated… hearing co-workers calls gave me ideas on my own language and call handling. There is no downside to including CRAs in the process.”

25. Albertine Gutierrez, I&R Specialist “I didn’t know what to expect. The process was more detailed and involved that I thought it would be. I really got insight as to what QA is actively working on in terms of the scoring process. I got exposure as to how each person can hear a call differently”

26. Debbie Ortiz, I&R Specialist “I was a little overwhelmed at first because I was reminded of all the aspects of QA…it made me reevaluate the way I handle calls. I knew I was making mistakes, my QA score reflected it… I didn’t know what those mistakes were. The calibration helped me define them”

27. Pablo & Denise 211 Los Angeles County