1. Crunching the Numbers
Thank you for joining us today! Our workshop is aimed to help you get a better handle on your call data so that you can produce more productive reports using MS Excel. We‘ve brought some sample data for you to play along with us loaded onto the USB drives...

2. Upload Your Sample Data
…that we’ve been passing out as you came in. Please hold your hand up if you did not get one. These drives are our gift to you for sharing your time with us.
On them, you will find an excel file with the sample data that we are working with today. For those of you that brought your laptops, If you haven’t done so already, please plug the USB drives into your USB port – and open the file with the name Sample Data.
Is anyone having trouble?

3. Crystal McEachern, CRS
The Support Network: Blended Crisis and HELPLINE
Projects
Call and Resource data migration projects
Provincial resource database collaboration
Training & support
AIRS
AIRS Certification Commission
I am Crystal McEachern
Before joining iCarol in January 2015, I worked for my local blended 211 and crisis program for about 5 years as the Resource Department Manager. I got to do lots of fun stuff like training, provincial collaborations, data migrations and publications. I serve on the AIRS Certification Commission, and I am a geek, and a proud member of the iCarol team.

4. Polly McDaniel, CRS, CIRS
Institute for Human Services: HELPLINE
Contract work including:
Data clean up projects
Keyword to Taxonomy conversions
Training
Offered workshops at the state and national level
AIRS
Multiple task forces and discussion groups
Resource Track Manager for annual conference for three years
And I am Polly McDaniel
I worked for our local 211 program for about ten years before coming to iCarol this past summer. Most recently as their operations manager overseeing the call center and resource department. During that time I provided multiple training opportunities and consulted on many projects on a state and national level. I was also honored to be able to sit as the Resource track manager for AIR’s annual conference for 2013, 14 and 15.
While we both now work for iCarol, we have done our best to remove any software specific terminology from our workshop today. Today, our focus is not on our individual work, but on work to enhance the I&R field. Therefore, we will not be answering any questions about iCarol during this workshop. Crystal and I will be here throughout the conference. So if you do have specific questions about our platform, please feel free to grab us when you have some free time.

5. Local Needs? Reporting Needs? AIRS Big Count Quality Assurance
What drives our reporting needs?
AIRS Standard 6 addresses service delivery, data collection, analysis and reporting that I&R services should be involved in. QI 6 tells us that our data collection and reporting activities should support the needs of your help seekers, community need assessments, community planning, allocation of funding and research.
For those of you that are 211’s you also need to report annually for the AIRS Big Count. This includes reporting the number of contacts you had during the past year, the method that your help seekers used to contact you – through phone, chat, SMS, or web visits and the number of identified needs using the AIRS Problem Needs.
When I was overseeing my call center, we also ran a number of reports on our call data to ensure that our call staff was completing call reports based on our procedures. Do you run reports to ensure data integrity and to help coach your call staff?
What other types of reports do you need to run with your call data? Can you share a few examples of common reporting needs?
Quality Assurance

6. Terminology in the Field
Taxonomy Term
Unmet Need
Transactional Calls
Unmet Need Reason
Call/Caller Information
Needs
Before we begin our “data dive” and create some reports, we need to understand the data that we are working with and what each data element is.
1. Transactional Calls-NonTransactional Calls
2. Taxonomy
3. Needs-Identified Need
4. Met Need-Unmet Need
5. Unmet Need Reason – what unmet need reasons do you use? [keep short]
6. Referral
7. Call/Caller Information –Standard 6 QI 6 talks about differentiating between transaction and non-transaction calls, the method of contact, the identified needs, and geographic and demographic data. QI 8 further defines these items including a specific list of call types.
What call/caller data are you collecting? [Keep discussion short to move along to our sample data and working with MS Excel]
Identified Need
Non-Transactional Calls
Met Need
Referral

7. Microsoft Excel The basics: Pivot Tables Orientation Freeze Panes
Turning on and using Filters
Sorting
Pivot Tables
Pivot table data & turning data to tables
Creating a Pivot Table
Changing data source & refreshing Pivot tables
Manipulating and formatting Pivot table data
Sorting and filtering Pivot tables
Creating Pivot tables with two data sets
Creating & customizing Pivot table charts
Creating Pivot table slicers
Crystal will be walking us through working with our sample data in Excel. We will cover these items – and move into creating some sample reports that we have already identified for you. We will also see if we can generate a few of the reports that you described and we wrote on the easel a few minutes ago.

8. Questions
Before Crystal begins – does anyone have any questions?

9. What is a Pivot Table
“A tool for analyzing data by organizing data into a way that conclusions can be easily drawn. Involves summarizing data visually so result are easy to understand.”

10. Questions
Looks like we only have a few minutes left. Let’s take this time to address any remaining questions you might have.

11. Thank You!
Thank you