1. Text your Zip Code & Need to
898211
Numbers are Up
Texting Services update for AIRS Conference St Louis 5/24 G-6 2:15-3:30

2. Progress Started answering 9am-5pm. Moved to 24/7 in June 2015.
Texting encounters have gone up steadily
Atlanta processes from 50 to 120 text encounters daily
Use to text referrals to phone contacts
First few months started service 9am-5pm, once everyone was confident, began 24/7
Text service continues to grow every month
Text referrals to phone contacts, who then have turned into texters

3. Service standards have been refined and set
Use of auto responses to answer initial incoming text
Use of canned phrases to respond to clients
Only assist with 2 urgent needs per conversation
Ask same statistical information as calls
Conversation ends after 3 minutes of non-response
Provide agency name, address, phone number & service or intake hours
All information is recorded in database
Initial canned response asks contact for their county, age & gender
Agents use canned phrases to converse with clients. Keeps the client experience consistent no matter which agent they talk to
Because of high volume of incoming text, client is made aware of only being able to assist with the 2 most urgent needs per text conversation
Ask all of the same statistical questions as a phone contact contact (age,gender, vet, govt assistance, etc). Different questions for need help & give help
Client is made aware at the beginning that if they stop responding, the text conversation will be terminated. Once client stops responding to questions, after waiting 3 minutes, a canned phrase is sent telling the conversation is being terminated.
3 referrals are send per need. Information for each referral includes: Agency name, address, phone & either service or intake hours (which everone is more appropriate)
All text contacts & their information is recorded in ReferNet. Even the disconnect (nonresponsive) text.

4. Clients are getting what they need
“Very quick and easy”
“A very pleasant experience for text”
“Very convenient service”
“I really like the text option. That's a good way to communicate when you give lots of information”
“It was faster than waiting on the phone or looking up the info myself”
“This is an extremely valuable service. This is a convenient and user friendly technical service.”
List of actual quotes from some of the clients that have provided us with feedback about their experience with 211 & the text service

5. Specialists have incorporated texting easily
Initial training takes about 1 hour
Agent starts answering text messages right-away after training
Able to type or modify the canned phrases if needed
Canned phrases made available in Spanish
Capable to see if messages are being received by client
New e-Agents go thru one hour of training and then is hands-on
Agents are allowed to type and modify the canned phrases as needed – must always use proper grammar, spelling, no all caps, no emojis, no abbreviations (lol, FYI, etc)
Created canned phrases in Spanish and placed on canned phrase library
On-screen capability to see messages going out

6. Staffing Service available 24/7/365 No additional staff added
Dedicated agents answer e-services (text, chat, ) during part of their shift
80% of agents trained to answered text
No new agents hire in order to provide service.
Same agents that answer the phone, also answer e-service. No phone answering when answering e-services
Most of the staff trained to answer incoming text. All staff trained to provide text referrals to phone & chat contacts

7. Over the last year
Between % increases

8. Daily text traffic

9. Referrals and dialog contrast

10. Who is Texting United Way of Greater Atlanta 2-1-1
Report date range April 1, 2015-April 30,2016

11. Summary
Texting is very popular among our clients. They prefer to text over chat, or even calling us!
While calling, chatting and s are all declining, text use rates just keep going up.
We highly recommend Text!
Our experience is that text continues to show positive results and can be effectively used to respond to our needs.

12. How are you viewed in Community?
2-1-1 Perception
How are you viewed in Community?
Poor persons number
A place to get lists and numbers
Only useful to less tech savvy user

13. Management through Empowerment
Self Select
Timely Information
Community Champions

14. Examples Issue Focused Going2College (Education)
MyMoney (Financial Stability)
Mission (Veterans)
Text4Tots (Health)

15. Future Directions for Text
The Power of Enterprise Texting your new (PET)
Integration Driving Measurable Service Delivery
Seamless Virtual Bridges
Start your Mobile Relationship

16. Hands on Demonstration

17. With one text message Mobile connect with 2-1-1
Clients provided with help and assistance
Satisfaction and resource utilization interval survey
Client provides input easily” by text”
Outcome report on survey results
Building a mobile bridge where clients return

18. The way it works Opt in to the text platform
Triaged for the issue on the text platform
Integration with crm condition filters & resource module
Resources sent back from crm to text platform
Contact recorded in crm
Follow up survey sent from text platform
Data collected in text platform & crm

19. Text “Start” to
Texting “Start” will opt in the participant to PreventionPays that acknowledges and sends end user privacy protection message. It then automatically will query for the participant's zip code.

20. Enterprise Texting Platform
The zip code once entered will start a triage allowing the participant to select the issue and request the specific information of interest.

21. Integration Adds POWER
Once the issue is selected the information is transmitted to the condition filters and look up module in ReferNet. A contact sheet is opened and populated with referral information then held in pending status.
Resources are pulled and then transmitted back to PreventionPays and sent. At a predetermined interval a follow up survey request is sent to the participant.

22. Saving hours of work
The participant triggers the survey and any number of questions will then be transmitted. All this data is recorded in ReferNet and PreventionPays

23. Bridges for future service
The final message is a bridge to continuing service. All this participant has to do is send their zip code they will reach live help!
A recent study showed that once a client receives support by text they are more likely to return by text
INFO

24. Reports on Follow up
Files download in CSV Excel Spreadsheets for easy data analysis