United Way CEO 211 Workgroup Performance and Quality Summit Presentation Larry Olness – United Way Heart of Florida Lisa Austin – United Way Worldwide Resource Database Requirements December 13, 2014

2-1-1 Resource Library - Beyond the database We are not only cataloguing, we are writing the books. January 3, 2019

United Way 2-1-1 Performance Index –Resource Library Goals and Objectives: Define requirements and functionality needed for 211 Resource Libraries to increase consistency and alignment Define national standards that would enable interoperability and integrated functionality and reporting Better understand the UWW/AIRS Linked Data project and then initiate processes and protocols necessary for all UW 211s to participate. Establish UW 211 Resource Library best practices January 3, 2019

United Way 2-1-1 Performance Index - Database January 3, 2019

Implement: Develop tools and best practices QA Monitoring Database Audit Multi-channel outreach for updates Consistent Indexing across UW 211 network KPI – Key Performance Indicators Reporting UW 211 Tools Onboarding Hiring Data Definitions Library Style Guide Data entry audit form Peer audit tool Services required in database Agencies suggested to be in database Customer satisfaction survey Database record complexity Time and Activity tracking January 3, 2019

Resource Database Requirements Inclusion/ Exclusion Criteria Updated at a minimum of every 2 years Any fee charged for inclusion must be included Data Elements Standardized fields for recording an organization’s information Classification System/ Taxonomy AIRS/ 211 LA County Taxonomy Content Management and Indexing Staff Training and Supervision 50% of resource specialists and managers certified (CRS) Database Style Guide Rules for structuring, writing and indexing resource database records January 3, 2019

Resource Database Requirements(continued) Database Search Methods Records searchable by name and service Database Maintenance A standard profile used to collect information on new organizations to be listed Documented process in place for updating the resource database Makes 3 attempts per year to request an update from all listed organizations via alternative methods (phone, website, site visits, etc.) Unresponsive organizations are considered for removal or updated Documented procedures for identifying new resources, verifying services and following-up on resource information submitted by staff and community members January 3, 2019

Resource Database Requirements(continued) Formal Update Must be done annually Must have interaction with agency being updated to include acknowledgement of data Health, Income, Education Agencies and Programs Must be updated semi-annually January 3, 2019

Use|Measure|Share: Balanced Performance Scorecard (Resource Library) Primary Scorecard Quality – Technical Compliance to 211 Standard Operating Procedures Training CRS Designation for Resource Staff Taxonomy Training Database Audit Program Record Accuracy Level Outreach attempts Multi-channel (Phone, Email, Web, Mail) Taxonomy - UW Standards January 16, 2015

Use|Measure|Share: Balanced Performance Scorecard (Resource Library) Primary Scorecard CSR Designation for Library Resource Staff Quality Assurance – Technical Compliance to 211 Standard Operating Procedures Style Guide, Content requirements and Indexing Database Audit Program Record Accuracy Level Multi-channel update outreach attempts Phone, Email, Web, Mail UW Taxonomy and Indexing Standards November 10, 2014

Achieve Primary Targets: Have AIRS Accreditation CRS Designation for Library Resource Staff - within 1 year of eligibility Quality Assurance – Technical - Score of 85% Database Audit – 20 program records/FTE/month Accuracy Level – 90-95% Formal updates 100% attempted and 85% completed Multi-channel update outreach attempts Phone, Email, Web, Mail UW Taxonomy and Indexing Standards January 3, 2019

Exceed IMPLEMENT: All UW 211 Tools and Best Practices* USE, MEASURE, SHARE: Performance Score Card ACHIEVE: Resource Library Performance Indicators Database Audit – Formal updates 100% attempted and 90% completed EXCEED: Attain all of the above and out perform Key Performance Indicators on both primary scorecards January 3, 2019

Communication/Events Building Awareness Target Audience Communication/Events UW CEO Champions State Associations Council of States NPC UW 211 Directors 211 State Directors CI VP/SVP AIRS UW 211 Summit Great Rivers Conference 211 Network Webinar State Association Meetings CLC AIRS Conference 211.org January 3, 2019

Pilot Sites – Adoption and Integration Heart of Florida UW UW of Greater Cleveland UW of Greater Atlanta UW of Southeastern Michigan UW of Greater Houston UW of East Central Iowa Bay Area UW UW of South Carolina Mile High United Way UW of St. Louis UW of Escambia (Pensacola) November 10, 2014

Next Steps Establish the United Way Worldwide 2-1-1 Strategy and Execution Committee Develop QA toolkit “Rating scales Definitions Guide Style Guide   Recategorize Taxonomy terms to align with Education, Income, Health & Other. (90 days) Referral reporting Unmet needs reporting Resource availability/mapping/capacity Develop HIE reporting template January 3, 2019

Next Steps Definitions Guide (4mo) Elements of records What is update, record, agency, program, resource, referral, unmet need, etc. National reporting tools (1 yr) Mapping Data visualization   Validation of UW 211 status, e.g. independent verification, site visits, etc. (1 year plus) January 3, 2019

Outcomes 2-1-1 Value Proposition Improved Trust in UW and 211 brands (internal/external) Increased Capacity Relationship Building with current and new partners Investor Guidance Better Alignment within UW 211 network Increased Transparency and Consistency of Reporting Position 2-1-1 to better support United Way E/I/H Mission and Goals Achieve adequate funding and staffing Placement of 2-1-1 Director on Senior/Executive Staff January 3, 2019

Collaborators Matthew Finley - UWGC Marioly Botero - UWGA Bridget Lindemood – MHUW Linda Tokarski – MI211 Nhora Plehn – UWGA Adriene King – UWGC Louise Foresman – UWGC Matt Trahan – UWGC Sarah-Ruth Hoskins – UWGC Ben Lybarger – UWGC Robert H. Brown - HFUW Larry Olness – HFUW Lisa Austin - UWW David Jobe – UWGH Diane Gatto – UWGC Tom Page – United Way of Michigan Association Stephanie Sanchez – MHUW Donna Burnham – UWGA Haley Helms – HFUW January 3, 2019