airsnetworker : Messages : 9643-9672 of 9677

Afternoon, Morning all,



I am looking for some advice from other 211's that are presently operating
`remotely' from an agent's residence. What type of ISP are you using? We are
currently trying AT&T Broadband cards, but are finding this is not working due
to spotty coverage supplied by AT&T. Any thoughts & suggestions on how you were
able to succeed in this please let me know, I thank you for your time.







George West

Supervisor

United Way 2-1-1 of Missouri

Direct: (314) 242-1804

Call Center: 211

Toll-Free: (800) 427-4626

TTY: (866) 385-6525

E-Mail: george.west@...

URL-1: http://www.211missouri.org

URL-2: http://www.211southwestillinois.org



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#9671

From: Clive Jones <clivemjones@...>
Date: Tue Nov 17, 2009 7:21 pm
Subject: Transcripts

clivejns

Offline

Dear all,

�

I am still trying to pull together the idea of an online course based on "real calls" (i.e. voiced from transcripts with identifying information removed). Does anyone have any such transcripts???!?

�

Please email directly and many thanks,

�

Clive Jones

AIRS

clivemjones@...

�

#9670

From: Clive Jones <clivemjones@...>
Date: Mon Nov 16, 2009 10:57 pm
Subject: Resource for military personnel

clivejns

Offline

Dear all,

�

One of the improvements in the upcoming edition of the ABCs of I&R ("Please renew or upgrade�at the Enhanced membership level to receive your free copy, plus help to keep AIRS viable because if everyone joined at the Basic level, we would not be!"), is an enhancement to the section on Serving Military Personnel and their Families ...

�

... anyway, as�part of the research, this resource may be worth sharing immediately ...

�

www.MilitaryMentalHealth.org�is an online mental health screening tool that�provides an anonymous self-assessment for depression, alcohol disorder, post-traumatic stress disorder (PTSD), generalized anxiety disorder, and bipolar disorder. Individuals can print the results of their assessments to take with them to a health care provider.

�

Hope this helps you help someone,

�

Clive Jones

AIRS

�

#9669

From: Carol Wood <woodc@...>
Date: Mon Nov 16, 2009 4:41 pm
Subject: RE: EITC/VITA

woodrose46

Offline

www.unitedwaypittsburgh.org

Hi Anne –

We handle appointments for EITC/VITA for 3 counties. Last year’s call volume, for 2 counties, was just under 5000 calls. The amount we receive depends a bit on what our relationship is with the individual county – if they are supporting our other efforts, especially information & referral generally, our pricing is lower. The pricing varies too based on # of sites, general scope of the program.

We use vcalendar (open source scheduling program) to set up the appointments, so that site coordinators may access the information as well. We do not make reminder calls the night before but we generally prefer to do rescheduling if a site has to close due to weather or other emergencies. Site coordinators may print the daily lists which include # slots per time period, name and telephone number.

We keep track of the calls in Refer and the appointments in vcalendar. It’s not as efficient as using one software for logging the call and tracking the appointment, but we wanted the site coordinators to have access and this saved us a lot of programming expense. We do not log the callers’ names or telephone numbers in Refer so it is not double data entry.

Quite often, when we let the caller know that we are an information & referral service, we are asked other questions. Site coordinators are expected to promote our 2-1-1 Helpline program and they are given cards to hand out to each client. So we view this as a promotional program as well as a contracted service.

Let me know if you have any questions – we are pleased with the way the connections are made on this program and we are starting in on our third year… first training is this afternoon!

Carol

Carol W. Wood

Director, 2-1-1 Helpline

The Institute for Human Services, Inc.

Bath, NY 14810

607-776-9467 x 219

607-776-9482 (fax)

www.211helpline.org

www.ihsnet.org

Comprehensive information & referral

Steuben, Chemung, Allegany, Schuyler & Yates Counties

From: airsnetworker@yahoogroups.com [mailto:airsnetworker@yahoogroups.com] On Behalf Of Anne Fogoros
Sent: Monday, November 16, 2009 9:36 AM
To: 'airsnetworker@yahoogroups.com'
Subject: [airsnetworker] EITC/VITA

If your call center receives funding for taking EITC/VITA calls or for scheduling appointments, I would appreciate knowing how many calls you handle and the amount of the funding you receive.

Thanks,

Anne

Anne Walsh Fogoros

United Way of Allegheny County

afogoros@...

412-456-6886

The information contained in this e-mail is intended solely for the named addressee. Viewing, copying or distribution of this e-mail or its information by any other person is unauthorized. If you are not the intended recipient, notify the sender by returning the e-mail and delete this e-mail from your system.

#9668

From: keith Lavery-Barclay <wklaverybarclay@...>
Date: Mon Nov 16, 2009 4:08 pm
Subject: Re: Aging agencies -- just wondering ...

wklaverybarclay

Offline

we have our agency on face book, not a lot happening though

--- On Thu, 12/11/09, Clive Jones <clivemjones@...> wrote:

From: Clive Jones <clivemjones@...>
Subject: [airsnetworker] Aging agencies -- just wondering ...
To: airsnetworker@yahoogroups.com
Date: Thursday, 12 November, 2009, 19:05

... but are any of our AAA or ADRC members getting involved with any social media initiatives (Twitter, Facebook, etc.)?? ... we're pondering a webinar and would love to get examples from across the spectrum of I&R.

Please email me directly or share with everyone!

Many thanks,

Clive Jones

AIRS

#9667

From: Rarsmast@...
Date: Mon Nov 16, 2009 9:43 am
Subject: Re: EITC/VITA

Rarsmast@...

Anne,

We direct calls to the VITA sites using their website, we don't include the sites in our database because they are short lived. We receive $175 per quarter ($700). We took 673 calls last year, up from 428 the previous year.

We are having the conversation about setting appointments for the northern region in tax year 2011 (not this coming January but January a year) but have not found a scheduler software that is compatible with IRis. We are talking to Bowman as well about software development. We are trying to avoid double entry.

And my morning canceled, so I'm working my way through emails and will respond to your other request before lunch.

Robin AR Smith, CIRS, LSW, MGM
Executive Director
WV 211
PO Box 211
Mannington, WV 26582
304-376-3102
http://www.wv211.org/

Adjunct Faculty
Division of Social Work
West Virginia University

I check email at 8:30 AM, noon and 3:30 PM. If you need attention other than these times, please call.

#9666

From: Anne Fogoros <afogoros@...>
Date: Mon Nov 16, 2009 2:36 pm
Subject: EITC/VITA

wttpittsburgh

Offline

www.unitedwaypittsburgh.org

If your call center receives funding for taking EITC/VITA calls or for scheduling appointments, I would appreciate knowing how many calls you handle and the amount of the funding you receive.

Thanks,

Anne

Anne Walsh Fogoros

United Way of Allegheny County

afogoros@...

412-456-6886

#9665

From: Diana Dickinson <diana_dickinson@...>
Date: Sat Nov 14, 2009 5:09 am
Subject: Re: Facebook and Twitter Policies

diana_dickinson

Offline

Brian,

I would do a much larger medium communication policy rather than a policy specific to online networking tools like Twitter, Facebook, Friendfeed, MySpace, etc. A larger carefully thought out staff communication policy would address the important issues that can come up on any of these tools. Visit the sites and observe what behaviors currently exist and incorporate the Do's and Don'ts. Include paragraphs or subsections dealing with appropriate/inappropriate behaviors/ I don't think making one for Twitter amd Facebook alone is the way to go. Make it more broad. See the following for ideas:

Policy Highlights Regarding Open Mediums

The organization should have a clear policy that addresses:

Appropriate/Inappropriate language (Unfortunately, some need it spelled out.)
Appropriateness of links provided (You would not want links to refelct negative tastes, political views, or religion.)
Non-political links and tweets

Personal Vs. Organization twitters/tweets/facebook/myspace or any public forum or medium

Tweet/Facebook/Myspace/post/other communications with the organizational mission in mind at all times.

The tweeters/facebookers/myspacers should understand they are representing the organization and that their personal viewpoints should never override information provided and should never dictate information shared or re-stated.

Maintaining and Building Your Online Community of Networking Members

Allowed: Tweet organizational related material. Re-tweet information that you know your network will appreciate.

Not Allowed: Arguing, flaming or using derogatory language when tweeting.

Allowed: Stay positive and friendly. Share, share, share. Be CAREFUL what you share!

Not Allowed: Sharing Offensive material. An example, someone may share a youtube video that may seem funny to you but offensive in nature. It is not appropriate or welcomed to share it. Keep it to yourself and delete the posting or delete the person/group. Although we are not responsible for what others post, we can be viewed as a congruent partner in something distasteful if we re-post, share, or comment.

Allowed: Be private in sending messages to network members you do business with. Always remember you are a representative of the organization which ultimately is a reflection of who you are individually - which could cost you your job. Be very serious about defaming remarks posted by employees who may be having a bad day and go online to vent, even on their personal accounts.

Hope this helps.

Diana Dickinson
Executive Director/District Court Mediator
Community Alliance: Resource & Diversion Services
(918)607-7996
www.3dmediation.com
www.cards-ok.org

www.juvi-news.org

color="#007f40">

--- On Fri, 11/13/09, Brian <brian.dunn@...> wrote:

From: Brian <brian.dunn@...>
Subject: [airsnetworker] Facebook and Twitter Policies
To: airsnetworker@yahoogroups.com
Date: Friday, November 13, 2009, 3:35 PM

Does anyone use face book and twitter for I&R? If so do you have any good examples of how you use it? Do you have set up policies and procedures, if so can you email them to me? Greatly appreciated!

Brian Dunn
brian.dunn@lifeways mco.com

#9664

From: "Brian" <brian.dunn@...>
Date: Fri Nov 13, 2009 9:35 pm
Subject: Facebook and Twitter Policies

bdunn_992000

Offline

Does anyone use face book and twitter for I&R?  If so do you have any good
examples of how you use it?  Do you have set up policies and procedures, if so
can you email them to me?  Greatly appreciated!

Brian Dunn
brian.dunn@...

#9663

From: Jamie Carter <jamiec@...>
Date: Fri Nov 13, 2009 3:22 pm
Subject: Fwd: DisasterRecoveryWorkingGroup.gov

jamie211nova

Offline

Hi Everyone,

�

There is a new National Working Group for Disaster Recovery and you can submit comments. I think everyone should consider commenting on how 2-1-1 can help serve the nation after a disaster occurs.� I thought I'd pass it along.

�

Here is where you can comment:

�

http://www.disasterrecoveryworkinggroup.gov/questionnaire/
--

---------- Forwarded message ----------
From: Ready Campaign <ready@...>
Date: Fri, Nov 13, 2009 at 9:57 AM
Subject: DisasterRecoveryWorkingGroup.gov
To: jamiec@...

Below you will find the link to an interagency web site where you can submit input towards the development of the National Disaster Recovery Framework. Please visit the web site to learn more about the process that is underway. Please share it with your community, colleagues and stakeholders so they can also provide input. www.DisasterRecoveryWorkingGroup.gov�

You are subscribed to Ready Splash Page for Ready Campaign. This information has recently been updated, and is now available.

Update your subscriptions, modify your password or e-mail address, or stop subscriptions at any time on your Subscriber Preferences Page. You will need to use your e-mail address to log in. If you have questions or problems with the subscription service, please contact support@....

This service is provided to you at no charge by The�Ready Campaign. Visit us on the web at http://www.ready.gov/.

Privacy Policy | GovDelivery is providing this information on behalf of U.S. Department of Homeland Security, and may not use the information for any other purposes.

Fight Flu with Facts! Visit flu.gov. Call 800-232-4636. Text FLU to 87000.

Ready Campaign . U.S. Department of Homeland Security . Washington, DC 20528 . 202-282-8000

--
Jamie Carter
Director of 2-1-1 VIRGINA, Northern Region
CrisisLink

703-516-6774 (direct) �| �703-516-6767 (f)
jamiec@... �| �www.CrisisLink.org
Mailing Address: �2503-D N. Harrison St. #114, Arlington, VA 22207
United Way #8265 �| �CFC #98663 �| �CVC #8072

Have you updated your programs in the 2-1-1 VIRGINIA database? �Go to www.211virginia.org or dial 2-1-1 to update your agency today! �

#9662

From: Clive Jones <clivemjones@...>
Date: Fri Nov 13, 2009 12:05 am
Subject: Aging agencies -- just wondering ...

clivejns

Offline

... but are any of our AAA or ADRC members getting involved with any social media initiatives (Twitter, Facebook, etc.)?? ... we're pondering a webinar and would love to get examples from across the spectrum of I&R.

�

Please email me directly or share with everyone!

�

Many thanks,

�

Clive Jones

AIRS

#9661

From: Maria De Los Santos <mdelossantos@...>
Date: Thu Nov 12, 2009 7:51 pm
Subject: WebInform

mdelossantos@...

2-1-1 Riverside County in California is currently using WebInform. We have been using this database for over 6 years.

Maria De Los Santos
2-1-1 Call Center Supervisor
Volunteer Center of Riverside County

#9660

From: "Mary M. Clark" <MClark@...>
Date: Thu Nov 12, 2009 6:19 pm
Subject: RE: New database

contracosta211

Offline

http://www.211database.org

We converted from IRis 3.0 to IRis 4.0 and are quite satisfied with the product and the service. We also use the IRis online database for our 211 (www.211database.org )

Mary Clark, MA, CRS

211 Database Administrator

Contra Costa Crisis Center

mclark@...

Regional Guides: http://www.crisis-center.org/211_Information_Referral.html

We keep people alive and safe,

help them through crises, and

connect them with culturally

relevant resources in the community.

With help comes hope

From: airsnetworker@yahoogroups.com [mailto:airsnetworker@yahoogroups.com] On Behalf Of Robyn
Sent: Thursday, November 12, 2009 8:59 AM
To: airsnetworker@yahoogroups.com
Subject: [airsnetworker] New database

My agency is currently operating our I & R service on IRis v. 3. We are exploring other databases and are very interested in learning about what others are using, how satisified you are, what you used before, how the transition process was, etc.

Thanks!

#9659

From: "Robyn" <lernerr@...>
Date: Thu Nov 12, 2009 4:58 pm
Subject: New database

robyn.lerner

Offline

My agency is currently operating our I & R service on IRis v. 3.  We are
exploring other databases and are very interested in learning about what others
are using, how satisified you are, what you used before, how the transition
process was, etc.

Thanks!

#9658

From: "Steve Eastwood" <seastwood@...>
Date: Wed Nov 11, 2009 10:11 pm
Subject: RE: Find Nearby Flu Shots with Google Maps

cir_mis

Offline

One major drawback to this service is the lack of space to put in useful
information such as:

Restrictions for vaccinations (H1N1 high risk groups for instance)
Insurance accepted (if any) for seasonal flu vaccines

It's an interesting tool, but somewhat limited. My agency, which runs a
statewide flu shot hotline and is partnering with our state's department of
health services on H1N1 clinics, looked into using something similar and just
found it to be too restrictive to be able to get some vital information to
consumers. We felt they might show up at clinics expecting a particular service,
copay, or a free shot, and would find their expectations unmet which would then
end up back in our court with angry clients.

For this year, we've stuck with our browsable lists of flu vaccination sites. If
we can find the right application, we'd like to move to a mapable search, but
we're still looking for that app.

Steve Eastwood
Resource Specialist/Webmaster
Community Information & Referral
www.cir.org



-----Original Message-----
From: airsnetworker@yahoogroups.com on behalf of dickmanikowski
Sent: Wed 11/11/2009 1:44 PM
To: airsnetworker@yahoogroups.com
Subject: [airsnetworker] Find Nearby Flu Shots with Google Maps


This Lifehacker post
<http://lifehacker.com/5402366/find-nearby-flu-shots-with-google-maps>
describes the service and links to the site.



--Dick Manikowski, AIRS Journal editor

#9657

From: "dickmanikowski" <dickmanikowski412@...>
Date: Wed Nov 11, 2009 8:44 pm
Subject: Find Nearby Flu Shots with Google Maps

dickmanikowski

Offline

This Lifehacker post describes the service and links to the site.

--Dick Manikowski, AIRS Journal editor

#9656

From: "rbklais" <rtarr@...>
Date: Wed Nov 11, 2009 6:51 pm
Subject: WebInform

rbklais

Offline

Hi everyone.  Do any of you use WebInform?  We use it for our Mental Health
Association provider database, and I have some general questions I would like to
ask other users.  Thanks!

#9655

From: "Hannah Newton" <hnewton@...>
Date: Wed Nov 11, 2009 4:11 pm
Subject: Re: Sounds on hold

huggyporcupine

Offline

Our music is pretty nondescript, but we insert around three or four scripts of helpful information for people on hold such as program updates, any disaster information, H1N1, etc. I like to think people are being helped by the on-hold messages.

Hannah Newton
Certified Resource Specialist
Crisis Clinic
(206) 461-3210 Ex. 618
hnewton@...
Need help but don't know where to turn? Dial 2-1-1.
Visit http://www.crisisclinic.org/newsletters/Archives.html and subscribe to "Resource Talk," Crisis Clinic's monthly e-newsletter.

#9654

From: CLHUWIR@...
Date: Wed Nov 11, 2009 3:44 pm
Subject: White House Long-Term Disaster Recovery Group

clhuwir2002

Offline

http://www.disasterrecoveryworkinggroup.gov/stakeholdersquestions.cfm

This message is targeted to I&R/A programs with direct disaster response and recovery experience:

The new White House Long-Term Disaster Recovery Group is working on a Report to the President and the National Disaster Recovery Framework. I know that many of your 2-1-1s have direct experience in disaster response and recovery. This gives you an opportunity BOTH to comment on making the disaster response and recovery system better (using 2-1-1 observations and statistics) AND to advocate for inclusion of 2-1-1 as a part of the infrastructure and recovery system.

Please consider taking a few moments to submit comments. The questions are listed below to help you think through some of your responses as you visit the link: http://www.disasterrecoveryworkinggroup.gov/questionnaire/ . Feel free to learn more about the group at www.disasterrecoveryworkinggroup.gov .

Stakeholder questions on the survey:

· How would you define a successful disaster recovery?

· Are there clear phases in the disaster recovery process that are useful milestones?

· What features of Federal disaster recovery assistance are most important to you?

· How would you measure progress and what specific metrics should be considered for a successful disaster recovery?

· What are best practices in managing recovery from disasters?

· What are the appropriate state, local, and tribal, roles in leading disaster recovery efforts?

· How can the nonprofit and private sectors be better integrated into recovery?

· What are best practices for community recovery planning that incorporates public input?

· How can federal, state, and local disaster planning and recovery processes and programs be best coordinated?

· As disaster recovery is primarily a state and local leadership issue, what are best practices for the timing (including start and end) and form of federal assistance and coordination?

· What are the greatest capacity challenges that local and state governments face in disaster recovery and what are the best practices for increasing that capacity?

· What are best practices for marshaling Federal assistance -- both financial and professional support - to support state and local efforts to recover from a disaster, and how can we work together to better leverage existing Federal grant dollars?

· What unmet needs are common to most disasters that do not seem to be adequately addressed under the current systems and programs? (INCLUDE LINKS TO STATS IF AVAIL ONLINE)

· What are best practices for integrating economic and environmental sustainability into recovery?

· What are best practices for integrating mitigation and resilience into recovery?

· What else would you like us to know?

Please forward this to your partners that have best practice learnings or statistics to share!

Thanks in advance for your advocating use of best practices in disaster recovery.

Charlene Hipes
Chief Operating Officer
Alliance of Information and Referral Systems
PO Box 33095
Portland, OR 97292
503/257-3537
fax 503/251-8383
charlenehipes@...
www.airs.org

#9653

From: Faed Hendry <fhendry@...>
Date: Wed Nov 11, 2009 12:35 am
Subject: Training through listening to calls

fhendry@...

Clive,

An online training course that would focus on listening to "real" calls or audio files drawn from real calls is an excellent idea!.This would be both a practical and popular on-line offering.

I think training by listening to prerecorded calls, either real or simulated, is a is both a useful tool and method. We have created wave/audio files of pre-scripted, simulated inquiries that we use in training. We use an open source software for recording and editing sounds. It is available for Mac OS X, Microsoft Windows, GNU/Linux, and other operating systems. Best of all it is free. I attaching the link.

http://audacity.sourceforge.net/

The benefit of training with audio recordings is that it gives I&R Specialists an opportunity to listen to, assess and reflect upon how a call was handled. What were the positive aspects of the call? What was done correctly? What needed to be improved?
I am glad that the field is exploring the possibility of creating an audio resource of I&R's Greatest (and not so greatest) Hits that the whole field could use. Oddly enough, most of the training resources for I&R Specialists are written or visual and yet the job is largely based upon audio (hearing and listening). This is a much needed training resource.
.
Happy to help in any way.

--
Signature Doc Faed Hendry
Manager, Training and Outreach (CIRS)
Findhelp Information Services / Services d'information Findhelp
543 Richmond St W, Ste 125, Box 203, Toronto, ON, M5V 1Y6
Tel: 416-392-4544 | Fax: 416-392-4404 | fhendry@... | www.findhelp.ca
Call 211 for free information on community, social, health and related government services or visit 211Toronto.ca.

More information... Blue Book | Data Services | Possibilities | Professional Training
This e-mail is intended only for the recipient(s) to whom it is addressed. Other use is prohibited.
It’s a GREEN world after all! Think before you print.

#9652

From: "Donahoe, Rose" <donahoer@...>
Date: Wed Nov 11, 2009 2:43 pm
Subject: RE: Training through listening to calls

rosedonahoe

Offline

I would love to have this included as an online training!

It would be a wonderful course to use in conjunction with the ABC's.

Rose Donahoe LSW, CIRS
Manager
United Way 2-1-1 Saint Paul, MN 55101
Phone: (651) 291-8404
GIVE. ADVOCATE. VOLUNTEER. LIVE UNITED
Facebook | Twitter | LinkedIn | Blog

From: airsnetworker@yahoogroups.com [mailto:airsnetworker@yahoogroups.com] On Behalf Of Melissa Ryan-Wocken
Sent: Wednesday, November 11, 2009 8:24 AM
To: 'airsnetworker@yahoogroups.com'
Subject: RE: [airsnetworker] Training through listening to calls

I agree. I think that kind of training is very helpful even to those who have at this for awhile.

Melissa Ryan-Wocken

Manager of United Way 2-1-1

United Way of Central Minnesota

2700 1^st Street N., Suite 300

St. Cloud, MN 56303

(320) 229-3508 - direct

(320) 252-0227 - office

www.unitedwayhelps.org

-----Original Message-----
From: airsnetworker@yahoogroups.com [mailto:airsnetworker@yahoogroups.com] On Behalf Of Barbara Fisher
Sent: Wednesday, November 11, 2009 6:56 AM
To: airsnetworker@yahoogroups.com
Subject: RE: [airsnetworker] Training through listening to calls

Hi Clive,

I think this would be a great asset. It would be helpful in training,
but also a quick refresher for old timers, to hear other call
specialists' responses and queries.

Barb
FCFH 211 Susquehanna River Region

-----Original Message-----
From: airsnetworker@yahoogroups.com
[mailto:airsnetworker@yahoogroups.com] On Behalf Of Clive Jones
Sent: Tuesday, November 10, 2009 3:06 PM
To: airsnetworker@yahoogroups.com
Subject: [airsnetworker] Training through listening to calls

Dear all,

Helpful ideas/suggestions needed ...

We are thinking of an online training course that would focus on
listening to "real" calls or audio files drawn from real calls (but with
any identification removed) -- i.e. that are able to show the disjointed
way that information is usually presented to the I&R/A Specialist and
how (not always wirth 100% success), we are able to create rapport,
shift through the situation by asking questions and steering towards
priorities, etc. It might be a great training tool to have 5-6 of these
for folks to listen and analyze.

By the way, this idea is 100% taken from some of the innovative work
being done by Charlotte Anderson and her colleagues at Trident United
Way in Charleston, South Carolina ....

Has anyone else been doing anything in this direction with maybe some
variations and/or have any suggestions on the best way to "recreate" the
feeling of listening to a live call? (e.g. working off transcripts and
revoicing?)

Any suggestions greatly appreciated!

Clive Jones
AIRS

#9651

From: "Stephanie J. Norrick" <snorrick@...>
Date: Wed Nov 11, 2009 2:34 pm
Subject: Re: Sounds on hold

stephanie_no...

Offline

snorrick@unitedwayswi.org

I’m torn on this issue. Currently, we do not have any type of hold music. The main reason is due to people in crisis or suicidal. What type of music is appropriate for someone who is thinking of harming themselves or for a woman who has just been beaten by her spouse? So our Center has made the decision to error on the side of caution and do not have any hold music.

Stephanie J. Norrick, CIRS

United Way of Southwestern Indiana 2-1-1

PO Box 18

Evansville, IN 47701-0018

Phone: 812.421.7484

Fax: 812.421.2060

www.unitedwayswi.org

GIVE. ADVOCATE. VOLUNTEER.

LIVE UNITED_TM

Join Our Cause on Facebook: www.causes.com/unitedwayswi

From: airsnetworker@yahoogroups.com [mailto:airsnetworker@yahoogroups.com] On Behalf Of Clive Jones
Sent: Monday, November 09, 2009 5:52 PM
To: airsnetworker@yahoogroups.com
Subject: [airsnetworker] Sounds on hold

Dear all,

What do folks listen to while you have them on hold?

Any idea what works best? (I tried classical music once -- Vivaldi, I think -- but complaints came that folks preferred a local radio station). This always struck me as likely to be very inappropriate depending on why people were waiting but still ...

I bring this up (a) because it is interesting (b) we don't have anything other than everyone's own "we think" and (c) I was on hold to a bank today and they used soothing nature music - the sounds of whales trickling down forest streams amidst light rainfall and the chirping of yellow-crested warblers -- that sort of thing ... but oddly enough, I found it more calming/less annoying than most other options I have come across ...

Any experiences out there?

Clive Jones
AIRS

#9650

From: Melissa Ryan-Wocken <mryan@...>
Date: Wed Nov 11, 2009 2:24 pm
Subject: RE: Training through listening to calls

mryanwocken

Offline

I agree. I think that kind of training is very helpful even to those who have at this for awhile.

Melissa Ryan-Wocken

Manager of United Way 2-1-1

United Way of Central Minnesota

2700 1^st Street N., Suite 300

St. Cloud, MN 56303

(320) 229-3508 - direct

(320) 252-0227 - office

www.unitedwayhelps.org

#9649

From: "Barbara Fisher" <bfisher@...>
Date: Wed Nov 11, 2009 12:56 pm
Subject: RE: Training through listening to calls

nybarb_fisher

Online Now

Hi Clive,

I think this would be a great asset.  It would be helpful in training,
but also a quick refresher for old timers, to hear other call
specialists' responses and queries.

Barb
FCFH 211 Susquehanna River Region

-----Original Message-----
From: airsnetworker@yahoogroups.com
[mailto:airsnetworker@yahoogroups.com] On Behalf Of Clive Jones
Sent: Tuesday, November 10, 2009 3:06 PM
To: airsnetworker@yahoogroups.com
Subject: [airsnetworker] Training through listening to calls



Dear all,

Helpful ideas/suggestions needed ...

We are thinking of an online training course that would focus on
listening to "real" calls or audio files drawn from real calls (but with
any identification removed) -- i.e. that are able to show the disjointed
way that information is usually presented to the I&R/A Specialist and
how (not always wirth 100% success), we are able to create rapport,
shift through the situation by asking questions and steering towards
priorities, etc. It might be a great training tool to have 5-6 of these
for folks to listen and analyze.

By the way, this idea is 100% taken from some of the innovative work
being done by Charlotte Anderson and her colleagues at Trident United
Way in Charleston, South Carolina ....

Has anyone else been doing anything in this direction with maybe some
variations and/or have any suggestions on the best way to "recreate" the
feeling of listening to a live call? (e.g. working off transcripts and
revoicing?)

Any suggestions greatly appreciated!

Clive Jones
AIRS

#9648

From: "Audrey May" <maya@...>
Date: Tue Nov 10, 2009 11:36 pm
Subject: RE: Looking for origin of this statistic: "Studies show that most individuals average 14 calls in search of help"

audreymay3621

Offline

I recall such a statistic - although I thought it was 7-8 calls - used by a
2-1-1 United Way Atlanta exec some years ago -- may be in one of the early
studies  on the nede for 2-1-1 in the 2-1-1 Toolkit on the AIRS website.

Audrey J. May
Public Services Supervisor
2-1-1 LINC
Memphis Public Library & Information Center
3030 Poplar Avenue
Memphis, TN 38111
phone (901) 415-2718
FAX (901) 323-7206
email maya@...

________________________________

From: airsnetworker@yahoogroups.com on behalf of Martha Love
Sent: Tue 11/10/2009 1:01 PM
To: airsnetworker@yahoogroups.com
Subject: Re: [airsnetworker] Looking for origin of this statistic: "Studies show
that most individuals average 14 calls in search of help"




---I think Ruby Payne included a similar statistic in her book A Framework for
Understanding Poverty (2005).  I can research it for you, if you don't get a
definitive answer on the listserv.

Martha Love
2-1-1 Certified Resource Specialist and Special Projects and
Volunteer Coordinator
Springfield-Greene County Library District
P.O. Box 760
Springfield, MO 65801
(417) 616-0580 - office
(417) 889-2547 - fax
literacyrocks@...

--- On Mon, 11/9/09, Jamie Carter <jamiec@...> wrote:



	 From: Jamie Carter <jamiec@...>
	 Subject: [airsnetworker] Looking for origin of this statistic: "Studies show
that most individuals average 14 calls in search of help"
	 To: 2-1-1DISCUSSION-L@..., airsnetworker@yahoogroups.com
	 Date: Monday, November 9, 2009, 11:49 AM



	 Does anyone know where this statistic originated from?

	 --
	 Jamie Carter
	 Director of 2-1-1 VIRGINA, Northern Region
	 CrisisLink

	 703-516-6774 (direct)  |  703-516-6767 (f)
	 jamiec@crisislink. org
<http://us.mc575.mail.yahoo.com/mc/compose?to=jamiec@crisislink.org>   | 
www.CrisisLink. org <http://www.crisislink.org/>
	 Mailing Address:  2503-D N. Harrison St. #114, Arlington, VA 22207
	 United Way #8265  |  CFC #98663  |  CVC #8072

	 Have you updated your programs in the 2-1-1 VIRGINIA database?  Go to
www.211virginia. org <http://www.211virginia.org/>  or dial 2-1-1 to update your
agency today!

#9647

From: "Rich Melendez" <rich@...>
Date: Tue Nov 10, 2009 11:25 pm
Subject: RE: Training through listening to calls

richardmelen...

Offline

http://www.new.facebook.com/pages/Aloha-United-Way-2-1-1/94660779330

Aloha, Clive,

Our ACD phone system allows us to have a line that can be used to listen in on live calls, yet the listener can't be heard or otherwise affect the call. While the trainee is listening, they're also using the database to find resources that may be useful for the caller. We've been using this as part of our training for several years now, and it's proven to be an invaluable part of the process. First of all, as you pointed out, the trainee gets to hear how the conversations go. Secondly, they're getting real time experience using the database. Finally, the trainee is encouraged to ask questions of the phone specialists about how they found a listing, why they said A instead of B, etc., so they start to build a rapport with their co-workers.

Rich

Richard Melendez

Assistant Vice President, Community Building

Director, AUW 211

Aloha United Way

Phone: (808) 543-2261

Email: rich@...

Browse the AUW211 database online: www.auw211.org

Update your resource information: www.auw.org/211-resource-information-form

Visit us on Facebook:

GIVE. | ADVOCATE. | VOLUNTEER. | LIVE UNITED_™

From: airsnetworker@yahoogroups.com [mailto:airsnetworker@yahoogroups.com] On Behalf Of Clive Jones
Sent: Tuesday, November 10, 2009 10:06 AM
To: airsnetworker@yahoogroups.com
Subject: [airsnetworker] Training through listening to calls

Dear all,

Helpful ideas/suggestions needed ...

We are thinking of an online training course that would focus on listening to "real" calls or audio files drawn from real calls (but with any identification removed) -- i.e. that are able to show the disjointed way that information is usually presented to the I&R/A Specialist and how (not always wirth 100% success), we are able to create rapport, shift through the situation by asking questions and steering towards priorities, etc. It might be a great training tool to have 5-6 of these for folks to listen and analyze.

By the way, this idea is 100% taken from some of the innovative work being done by Charlotte Anderson and her colleagues at Trident United Way in Charleston, South Carolina ....

Has anyone else been doing anything in this direction with maybe some variations and/or have any suggestions on the best way to "recreate" the feeling of listening to a live call? (e.g. working off transcripts and revoicing?)

Any suggestions greatly appreciated!

Clive Jones

AIRS

#9646

From: Clive Jones <clivemjones@...>
Date: Tue Nov 10, 2009 8:05 pm
Subject: Training through listening to calls

clivejns

Offline

Dear all,

�

Helpful ideas/suggestions needed ...

�

We are thinking of an online training course that would focus on listening to "real" calls or audio files drawn from real calls (but with�any identification removed)�-- i.e. that are able to show the disjointed way that information is usually presented to the I&R/A Specialist and how (not always wirth 100% success), we are able to create rapport, shift through the situation by�asking questions and�steering towards priorities, etc.�It might be a great training tool to have 5-6 of these for folks to listen and analyze.

�

By the way, this idea is 100% taken from some of the innovative work being done by Charlotte Anderson and her colleagues at Trident United Way in Charleston, South Carolina ....

�

Any suggestions greatly appreciated!

�

Clive Jones

AIRS

#9645

From: Martha Love <literacyrocks@...>
Date: Tue Nov 10, 2009 7:01 pm
Subject: Re: Looking for origin of this statistic: "Studies show that most individuals average 14 calls in search of help"

literacyrocks

Offline

---I think Ruby Payne included a similar statistic in her book A Framework for Understanding Poverty (2005). I can research it for you, if you don't get a definitive answer on the listserv.

Martha Love
2-1-1 Certified Resource Specialist and Special Projects and
Volunteer Coordinator
Springfield-Greene County Library District
P.O. Box 760
Springfield, MO 65801
(417) 616-0580 - office
(417) 889-2547 - fax
literacyrocks@...

--- On Mon, 11/9/09, Jamie Carter <jamiec@...> wrote:

From: Jamie Carter <jamiec@...>
Subject: [airsnetworker] Looking for origin of this statistic: "Studies show that most individuals average 14 calls in search of help"
To: 2-1-1DISCUSSION-L@..., airsnetworker@yahoogroups.com
Date: Monday, November 9, 2009, 11:49 AM

Does anyone know where this statistic originated from?

--
Jamie Carter
Director of 2-1-1 VIRGINA, Northern Region
CrisisLink

703-516-6774 (direct) | 703-516-6767 (f)
jamiec@crisislink. org | www.CrisisLink. org
Mailing Address: 2503-D N. Harrison St. #114, Arlington, VA 22207
United Way #8265 | CFC #98663 | CVC #8072

Have you updated your programs in the 2-1-1 VIRGINIA database? Go to www.211virginia. org or dial 2-1-1 to update your agency today!

#9644

From: Jan Zak <JZak@...>
Date: Tue Nov 10, 2009 2:47 pm
Subject: RE: Sounds on hold

jzak17

Offline

Good question, Clive.

No matter what sort of sounds are available on hold, I think it is important that there is something there. I’m told, and I would agree, that a void of silence makes the hold seem longer. My personal preference for hold music is something upbeat like cool jazz.

Jan Zak, 2-1-1 Program Director

United Way 2-1-1 for North Central Florida

6031 NW 1st Place

Gainesville, FL 32607-2025

2-1-1 or (352) 332-4636

(352) 331-2111 (fax)

jzak@...

www.unitedwayncfl.org

From: airsnetworker@yahoogroups.com [mailto:airsnetworker@yahoogroups.com] On Behalf Of Clive Jones
Sent: Monday, November 09, 2009 5:52 PM
To: airsnetworker@yahoogroups.com
Subject: [airsnetworker] Sounds on hold

Dear all,

What do folks listen to while you have them on hold?

Any idea what works best? (I tried classical music once -- Vivaldi, I think -- but complaints came that folks preferred a local radio station). This always struck me as likely to be very inappropriate depending on why people were waiting but still ...

I bring this up (a) because it is interesting (b) we don't have anything other than everyone's own "we think" and (c) I was on hold to a bank today and they used soothing nature music - the sounds of whales trickling down forest streams amidst light rainfall and the chirping of yellow-crested warblers -- that sort of thing ... but oddly enough, I found it more calming/less annoying than most other options I have come across ...

Any experiences out there?

Clive Jones

AIRS

#9643

From: Clive Jones <clivemjones@...>
Date: Mon Nov 9, 2009 10:51 pm
Subject: Sounds on hold

clivejns

Offline

Dear all,

�

What do folks listen to while you have them on hold?

�

I bring this up (a) because it is interesting (b) we don't have anything other than everyone's own�"we think" and (c) I was on hold to a bank today and they used soothing nature music - the sounds of whales trickling down forest streams amidst light rainfall and the chirping of yellow-crested warblers -- that sort of thing ... but oddly enough, I found it more calming/less annoying than most other options I have come across ...

�

Any experiences out there?

�

Clive Jones

AIRS