Use of Automated Text Messaging for High Demand Services 2-1-1 OnDemand Text Rippling Water (Basic) Note: This video template is optimized for Microsoft PowerPoint 2010. In PowerPoint 2007, video elements will play, but any content overlapping the video bars will be covered by the video when in slideshow mode. In PowerPoint 2003, video will not play, but the poster frame of the videos will remain in place as static images. The video: Plays automatically after each slide transition. Is 15 seconds long. Seamlessly loops for infinite playback. To add slides or change layout: To add a new slide, on the Home tab, in the Slides group, click the arrow under New Slide, then click under Motion Background Theme, then select the desired layout. To change the layout of an existing slide, on the Home tab, in the Slides group, click Layout, then select the desired layout. Other animated elements: Any animated element you insert will begin after the slide transition and the background video has started. Layouts with video effects: The “(Green) Title and Content” and “(Purple) Title and Content” layouts are creating by using a color overlay on the video. With the video selected, under Video Tools, on the Format tab, in the Adjust group, select Color and choose Teal, Accent Color 6 Light (third row, seventh option from left) or Periwinkle, Accent Color 5 Light (third row, sixth option from left).

Info Line 2-1-1 (Akron, Ohio) ¨ 67,876 referrals by phone ¨ 165,679 searches on our online resource database at 211summit.org

Rationale for Automated Text ¨  36,147 requests for food and utility assistance ¨ Funding/staffing shortage

Rationale for Automated Text

Timeline for Automated Text Fall 2015 Applied for Funding May 2016 AIRS Conference – Saw Automated Text Demo July 2016 Signed Contract Educational Message Services Fall 2016 Set-up of Automated Text Nov-Dec 2016 Beta Testing January 2017 Soft Launch & Vertical Response February 2017 Full Launch & Press Release March/April 2017 Messaging & Staff Referrals May 2017 Food Line Export & Partial Opt-in Text

Service Selection Criteria Assessed Options by Considering: Requested Services with High Volume Services which Change Frequently Simple Decision Tree  

Services Included 1) Gas Service Payment Assistance 2) Electric Service Payment Assistance 3) Water Service Payment Assistance 4) Food Pantries

Changes to Existing Design Removed agency phone numbers to prevent unnecessary calls to agencies Added links to details in our online database Starting Design

Design for Automated Text Keyword v. zip code Simply text “Info Line” to 898-211 to find referrals for your zip code Script development simple clear language and prompts <160 characters additional prompt for day of the week for food pantries Links to 211summit.org

Design Issues Identifying any specific agencies to include/exclude from 211 On Demand Creation of new filters for 211 On Demand and implications for staff side of ReferNet How many resources to text per service Zip codes that cover multiple counties Result display Follow up survey options Final Design

Testing Initially tested using test resource database Clarity of script Functionality Full testing in live database Tested each zip code for each selection Tested using different types of phones Worked with EMS and RTM Designs to address any issues

Software Integration

Reporting

Marketing Email to professionals Social media posts starting on 2-1-1 Day Press release to several media outlets Shared at meetings/presentations On hold messaging Proactive referrals by 211 interns/staff 211 cards include texting information

Partial Opt-in Message for Food Line Clients Exported phone numbers of current clients Sent outgoing message to inform them of service Immediately got calls back about text Does time of day matter? Are there better ways to do it? One time message for Food Line Clients: Info Line provides text referrals to walk-in food pantries and utility assistance. Text “Info Line” to 898211 to opt-in.

50% of texts came in after partial opt-in message this week Evaluation 50% of texts came in after partial opt-in message this week

Breakdown by Service Type

Client Feedback on Service 87% of individuals that responded to the post-text survey said that they found the service helpful Client feedback: “It was real convenient. It just showed up immediately.“ "It was perfect! It actually went through and everything."

Other Uses

Homeless Hotline

Homeless Hotline

Contact Information Tanya Kahl tkahl@infolineinc.org (330)996-5325 Elizabeth Kargbo ekargbo@infolineinc.org (330)315-1402 Info Line 2-1-1 http://211summit.org Text “Info Line” to 898-211