EVERYTHING YOU NEED TO KNOW ABOUT THE AIRS NETWORKER Last Updated January 2008 -- changes since the August 2007 version Updated moderator contact information ...
airsnetworker@yahoogr...
Nov 1, 2008 1:44 pm
8989
Those of you who have State 2-1-1 Coordinators, can you share with me how that position is funded as we are looking at this possibility for Iowa? Thank you. ...
Juett, Chris
cjuett@...
Nov 4, 2008 8:24 pm
8990
At the AIRS conference, one of the key note luncheon speakers featured a member of the FCC on the digital converter program. Last month, Nielson Media released...
Hi- Looking for input from the field - Do you count hang-ups in the number of calls received? Thanks, Anne Anne Walsh Fogoros United Way of Allegheny County ...
Community Information & Referral in Phoenix Arizona logs hang ups. Our phone system tells us how many calls were answered by the Specialists and if we didn't...
Ann' Obviously our phone system counts them as incoming but we don't record them in our call session screens unless we actually engage and give info or...
Edward Swayze
eswayze@...
Nov 5, 2008 7:05 pm
8995
Ann, There are two types of hang-ups: Hang-Up in the Queue and Caller hang-ups. Callers that Hang-Up in the Queue should be logged by your ACD system. It will...
Anne, I think they need to be counted although you need to decide for yourselves whether they are part of your public total. Here's how we are trying to define...
Hi Clive, Would you then include the non-transactional calls in your reports like gender of callers, zips, etc. Or do you do the math and recalculate all of...
Good information. Let me add a comment. Example: Joann logged 1000 calls for the month of September, but according to the phone system she answered 1200...
Anne, I would imagine that you would not be capturing much data on the nontransactional calls but my inclination would be to percent it out as you suggested...
This is what we do and it works out well for us. A call record is created for every call answered by a service specialist. Non transactional calls are...
This is pretty close to how we do it. Abandoned are those not answered nor logged, but are reportable by ACD. Non-transactional calls are those that are...
Good morning Anne  Our agency does count these calls. We have a sheet which I will attach. It documents the hangups, phantoms and wrong numbers (where a...
Does anyone have a policy on handling manipulative callers that you would be willing to share? Diane M. Huff Director of Community Services 211 Palm...
Okay, Diane, I can't resist - define 'manipulative'. Give us a couple of examples so we have a general idea of the circumstances under which you feel someone...
Manipulative callers are those who attempt to deviously manage the call center specialist to the caller's advantage. For example some callers have learned...
We had a few callers who took advantage of us and called to be connected to long distance places too. We told them that is not what we do and explained we...
Data FCFH Email
DataFCFH@...
Nov 6, 2008 9:19 pm
9008
Our manipulative or difficult callers are a little different in that we cannot connect them to other lines- we have a few "repeat callers" and "relationship...
Sherry Ward
sherryward1024@...
Nov 7, 2008 4:12 pm
9009
Are there any 2-1-1's out there who are integrated into a jurisdiction's Ending Homelessness Plan? Copies of plans or a synopsis on how your 2-1-1 is involved...
The previous coordinator of our helpline used to mail food gift cards to hungry. Word of this spread and when I took over I realized that the benefit was ...
Hello, I wanted to share with you some information on our event held last month where we presented our first five full years of data from calls handled by...
Hello to the AIRS community! DGI Associates is seeking full and part time Associates for its growing data maintenance business. Associates are independent...
dgiassociates
dgiassociates@...
Nov 10, 2008 4:06 pm
9013
What is the process to join the group? Thanks. Shelly Wender, M.Ed, CRS, CIRS-A Resource and Education Specialist Area Agency on Aging Atlanta Regional...
Shelly, You need a Yahoo account ...easiest way is go the the AIRS web site at www.airs.org ... click on I&R Resources on the left hand menu and then on AIRS...
Thanks! A colleague wants to join and I've been a member for so long, I forgot how to join! Shelly Shelly Wender, M.Ed, CRS, CIRS-A Resource and Education...
We occasionally get requests for services that are provided by consular offices. Does anyone else list regional consular offices in their database? If so do...
Term I think inclusion depends on the type of community you serve and the type of calls that you receive. And if you list, list the most relevant and not them ...
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