1. Use of Automated Text Messaging for High Demand Services
2-1-1 OnDemand Text
Rippling Water
(Basic)
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2. Info Line 2-1-1 (Akron, Ohio)
¨ 67,876 referrals by phone
¨ 165,679 searches on our online resource database at 211summit.org

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

4. Rationale for Automated Text

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

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

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

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

9. Design for Automated Text
Keyword v. zip code
Simply text “Info Line” to 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

10. 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

11. 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

12. Software Integration

13. Reporting

14. Marketing Email to professionals
Social media posts starting on 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

15. 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 to opt-in.

16. 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

17. Breakdown by Service Type

18. 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."

19. Other Uses

20. Homeless Hotline

21. Homeless Hotline

22. Contact Information
Tanya Kahl
(330)
Elizabeth Kargbo
(330)
Info Line 2-1-1
Text “Info Line” to