2. Community Voice Mail : A Link for the Disconnected TOP Networks for People Conference 6 December 2001 Jennifer Brandon, Executive Director Community Technology Institute TOP Networks for People Conference 6 December 2001 Jennifer Brandon, Executive Director Community Technology Institute

3. COMMUNITY TECHNOLOGY INSTITUTE CVM Federation 2001 Seattle Yakima Bellingham Whatcom County Spokane Vancouver Clark County Los Angeles Houston Boston Phoenix New York City San Diego Twin Cities Minn/St Paul Albany Raleigh Wake County Detroit Hampton Roads Memphis Shelby County New Orleans Portland Salem San Francisco San Jose Santa Clara County Atlanta Eugene Lane County Chicago Toledo Wilmington New Castle County Philadelphia Bermuda Chattanooga St Petersburg Island County Tacoma Cleveland Springfield Pioneer Valley Everett Snohomish County North Central Wa Aiken County Skagit County Halifax Nova Scotia

4. What is the need? More than 5 Million American households are without telephone service Public payphone rates have doubled in most regions Estimated 30,000 people are connected to CVM every day More than 5 Million American households are without telephone service Public payphone rates have doubled in most regions Estimated 30,000 people are connected to CVM every day

5. COMMUNITY TECHNOLOGY INSTITUTE Touching lives by keeping people in touch... How Community Voice Mail works: Participating Agency Direct Service Provider Selects-enrolls clients Provides Intake / Outcome Information to Host Participating Agency Direct Service Provider Selects-enrolls clients Provides Intake / Outcome Information to Host Participating Agency Direct Service Provider Selects-enrolls clients Provides Intake / Outcome Information to Host Host Agency Coordinates CVM in community Provides CVM numbers to Direct Service Providers Collects Outcome Information Community Technology Institute Coordinates CVM Federation – Provides Technical Assistance – Defines Best Practices To move to next slide – strike any key

6. COMMUNITY TECHNOLOGY INSTITUTE Touching lives by keeping people in touch... Employers Social Services Case Managers Welfare-to-Work Health care Job Counselors Employment Agencies Housing programs Landlords Shelter services Safe communication Chem-Dependency Treatment Community Voice Mail connects the “phoneless” to: Emergency Services Supportive Services Social Workers Job Clubs Child Care providers Schools Training programs Support networks Probation officers Family and friends To move to next slide – strike any key

7. Client Outcomes 4025 3793 2088 5295 5862 2481 6500 6004 2965 0 1000 2000 3000 4000 5000 6000 7000 8000 7692 3017 6751 1997199819992000 Found Housing Found Employment Received Safe Communication

8. CVM Evaluation Goals Obtain information from CVM users on helpfulness and user patterns. Obtain information from CVM social service providers on the helpfulness of the voicemail system for communicating with their clients and on the service guidelines used to distribute the CVM service. Engage in a learning process regarding CTI’s role in evaluation of CVM Federation sites from a national perspective. CVM Evaluation Goals Obtain information from CVM users on helpfulness and user patterns. Obtain information from CVM social service providers on the helpfulness of the voicemail system for communicating with their clients and on the service guidelines used to distribute the CVM service. Engage in a learning process regarding CTI’s role in evaluation of CVM Federation sites from a national perspective.

9. HIGHLIGHTS: PROVIDERS 189 Provider Sheets Returned “How helpful is CVM to you for providing information to your clients?” 189 Provider Sheets Returned “How helpful is CVM to you for providing information to your clients?”

10. HIGHLIGHTS: CLIENTS 689 Client Surveys Returned “How helpful has your voicemail been…?” 78% Very Helpful in Job Search (N=577) 68% Very Helpful in Housing Search (N=447) 72% Very Helpful in Medical/Health Care (N=434) 69% Very Helpful in Child Care/Services (N=179) 91% Very Helpful in Safe & Private Place (N=623) 689 Client Surveys Returned “How helpful has your voicemail been…?” 78% Very Helpful in Job Search (N=577) 68% Very Helpful in Housing Search (N=447) 72% Very Helpful in Medical/Health Care (N=434) 69% Very Helpful in Child Care/Services (N=179) 91% Very Helpful in Safe & Private Place (N=623)

11. HIGHLIGHTS: CLIENTS 689 Client Surveys Returned

12. HIGHLIGHTS: CLIENT MSGS n The majority of the responses clearly indicated that these users find their voicemail very helpful, useful, and/or important (95%). n Several of the respondents also described using their voicemail to: Look for work (95%) Look for housing (55%) Coordinate medical appointments (11%) Stay in contact with family and friends (5%) Have safe and private communication (3%) n The majority of the responses clearly indicated that these users find their voicemail very helpful, useful, and/or important (95%). n Several of the respondents also described using their voicemail to: Look for work (95%) Look for housing (55%) Coordinate medical appointments (11%) Stay in contact with family and friends (5%) Have safe and private communication (3%)

13. HIGHLIGHTS: CLIENT MSGS 907 Client Responses to Broadcast Msg CVM and Homelessness  “I was in the YWCA family shelter for two years and I am in an apartment now…so it did help me get housing, also look for work, get appointments and services for my son. I’m going off the service soon. Call me if I can help publicize.” (Boston) CVM and Employment  “The voicemail has been extremely helpful without it I wouldn't have been able to get messages from employers or anything like that and I just got a job today so thank you. (Wenatchee) CVM and Safety  “CVM has helped me a great deal. I got the number when in shelter and it helped to keep me and my child safe. I’m going through a child support case and it’s important that the lawyer can leave me message. Good for doctors appointments too. Truly awesome. Thank you.” (Twin Cities) 907 Client Responses to Broadcast Msg CVM and Homelessness  “I was in the YWCA family shelter for two years and I am in an apartment now…so it did help me get housing, also look for work, get appointments and services for my son. I’m going off the service soon. Call me if I can help publicize.” (Boston) CVM and Employment  “The voicemail has been extremely helpful without it I wouldn't have been able to get messages from employers or anything like that and I just got a job today so thank you. (Wenatchee) CVM and Safety  “CVM has helped me a great deal. I got the number when in shelter and it helped to keep me and my child safe. I’m going through a child support case and it’s important that the lawyer can leave me message. Good for doctors appointments too. Truly awesome. Thank you.” (Twin Cities)

14. COMMUNITY TECHNOLOGY INSTITUTE 4 Habits of Effective CVM Programs Qualified and Accountable System Manager that holds all participating agencies to a high Quality of Service standard Solid Strategy for program funding that ensures program sustainability Widespread coverage in community to ensure access to CVM by those who need it Forward-thinking management that is adaptable to changing landscape and open to new technology To move to next slide – strike any key

15. COMMUNITY TECHNOLOGY INSTITUTE  4 Habits of Ineffective CVM Programs Failure to give authority to CVM System Manager to manage program size and funding issues Failure to market program to entire community Failure to secure ongoing funding and continually seek new sources to ensure program sustainability Failure to staff with qualified CVM System Manager or failure to provide enough staff training or time To move to next slide – strike any key

16. COMMUNITY TECHNOLOGY INSTITUTE Jennifer Brandon Executive Director Community Technology Institute (206) 441-7872 ext 175 Email: jbrandon@activevoice.comjbrandon@activevoice.com Roderick Mills Community Technology Institute Program Manager (206) 441-7872 ext 190 Email: rmills@activevoice.comrmills@activevoice.com CVM Federation Connecting thousands of people every day For more information, contact: PO Box 61385 Seattle, WA 98121 Email: cvm@activevoice.com Phone: (206) 441-7872 Web: http://www.cvm.org PO Box 61385 Seattle, WA 98121 Email: cvm@activevoice.com Phone: (206) 441-7872 Web: http://www.cvm.org Or visit us on the Web: www.cvm.org Click on hyperlink to reach contact or strike any key to end slide show