1. Defining Quality Assurance: What It Takes to Make a Good Contact
Nadine Bryant

2. Nadine Bryant
Quality Assurance Specialist, United Way of Greater Cleveland
Bachelor of Science in Human Development and Family Studies from Bowling Green State University

3. Overview
Introduction and overview of United Way of Greater Cleveland’s 2-1-1
Define Quality Assurance
Summary of United Way of Greater Cleveland’s Quality Assurance program
Recommendations for future goals and additions

4. United Way of Greater Cleveland, 2-1-1
We serve 26 counties all across Ohio
Over 3.5 million people covered
About 50 Resource Navigation Specialists
Take over 260,000 calls annually
Take about 7000 chats annually

5. The AIRS Standards
Staff Supervision: The I&R service provides for the ongoing supervision and annual evaluation of employees and volunteers by qualified I&R managers. The organization has a written supervision plan for staff and uses standardized observation and performance appraisal forms. When performance problems are identified, they are documented and addressed in an individual performance improvement plan. Staff evaluations address specific responsibilities and job functions outlined in the individual job descriptions.

6. Disclaimer
There is no “one size fits all” approach to Quality Assurance
All call centers are different

7. History Started from scratch
4 ½ year process to get to where we are today
Lots of trial and error

8. Agreement Started out with an “agreement”
This ended up being our Quality Assurance plan

9. Discussion What is the point of having a Quality Assurance program?
How is quality assurance in Information and Referral different than it might be in the private sector? How is it similar?
What to you makes a “good contact”?

10. What is so important about Quality Assurance?
Make sure that the client gets the best service possible.
Make sure that service is consistent across all contacts.
Make sure that clients get the information that they need to access the services that can change their lives.
Make sure to give client enough information to make an educated choice.

11. What should a Quality Assurance program include?
Contact monitoring

13. Contact Monitoring
Communication

14. Contact Monitoring
Communication
Content

15. Contact Monitoring
Communication
Content
Procedure

16. The Guide Book Criteria Explanation “Why?” When the score is ‘Yes’
When the score is ‘No’
Sample Language
Can the score be “not applicable”? Why or why not?

17. Scoresheet
Xzam Example

18. Calibration Every other week
Pick a call that doesn’t actually count towards a specialist’s score

19. What should a Quality Assurance program include?
Contact monitoring
Review of scores by specialists

20. Review of Scores by Specialists
Present scores in a way that specialists can relate to
Take ownership of their own scores
Ask to have a score reviewed

21. What should a Quality Assurance program include?
Contact monitoring
Review of scores by specialists
Coaching and feedback by management staff

22. Coaching and Feedback Coach on a regular basis
Reach out to those who are struggling
Inform trainings that might be necessary
Make policies and procedures
Get the most out of how often you can monitor
Coaching is where you can drive home the main points and expectations

23. Future Goals Monitoring other types of contacts More coaching staff
Chat
Text
More coaching staff

24. Discussion
What do you do currently that you love or wish you could change?
What advice might you give to a center that is just starting their Quality Assurance program?

25. Summary Define Quality Assurance
Summary of United Way of Greater Cleveland’s Quality Assurance program
Recommendations for future goals and additions

26. Contact
Nadine Bryant