1. 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
May 27, 2015

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

3. 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

4. United Way 2-1-1 Performance Index - Database

5. 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

6. 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

7. 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

8. 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

9. 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, , Web, Mail)
Taxonomy - UW Standards

10. 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, , Web, Mail
UW Taxonomy and Indexing Standards

11. 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, , Web, Mail
UW Taxonomy and Indexing Standards

12. 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

13. 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
5/8/2019

14. 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)

15. Next Steps
Establish the United Way Worldwide Strategy and Execution Committee
Develop QA toolkit
“Rating scales
Definitions Guide
Style Guide
Recategorize TaxonUW CEO Workgroup endorsed
omy terms to align with Education, Income, Health & Other. (Done) Referral reporting
Unmet needs reporting
Resource availability/mapping/capacity
Develop HIE reporting template

16. Next Steps Style Guide Guide (Done) UW 2-1-1 CEO Workgroup endorsed
Elements of records
National reporting tools (1 yr)
Mapping
Data visualization
Validation of UW 211 status, e.g. independent verification, site visits, etc. (1 year plus)

17. 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 to better support United Way E/I/H Mission and Goals
Achieve adequate funding and staffing
Placement of Director on Senior/Executive Staff

18. 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