2018 State of the Agency Quiz

1. 2018 State of the Agency Quiz

2. 1. What is the name of the statewide phone system that we implemented in December 2017? Connect First inContact ShoreTel

3. 1. What is the name of the statewide phone system that we implemented in December 2017? Connect First inContact ShoreTel We moved from ShoreTel to Connect First last December. Connect First is a cloud-based telephony system. Calls are routed to 211 Centers based on the callers’ zip code. Callers who wait in queue for more than 90 seconds (without selecting an option to leave their phone number in the “virtual queue”) go to the “statewide” queue, and are answered by the next available navigator in the state.

4. 2. What state (besides Indiana) do we provide after-hours services for? Oregon Vermont Kentucky

5. 2. What state (besides Indiana) do we provide after-hours services for? Oregon Vermont Kentucky - We began answering after-hours 211 calls for Vermont in December of 2017. In addition to providing regular 211 services, we provide eligible Vermont homeless callers with motel vouchers. - We answered after-hours calls for Portland211 from December 2010-June 2013. In July 2013, the call volume was high enough that Portland211 decided to add staff to answer their own after-hours calls. - Southern Kentucky 211 contacted us 2 weeks ago to see if we would answer their after-hours calls. We have not made a decision yet.

6. 3. True or FalseWe answer the 1-800 line for CPS. False True

7. 3. True or FalseWe answer the 1-800 line for CPS. True False We, along with the other IN211 Centers began answering the Adult Protective Services (APS) 1-800 line in January 2018. Navigators complete an APS report (based on scripted questions) and submit it directly to APS. We are reimbursed by IN211 (who holds the contract with APS) on a per-call basis.

8. 4. True or FalseWe can see which Marion County shelters have capacity in real time. False True

9. 4. True or FalseWe can see which Marion County shelters have capacity in real time. False True We began the Marion County Shelter Coordination program in January 2018, in collaboration with CHIP (the Coalition for Homeless Intervention and Prevention) and the Marion County shelters. The shelters update their capacity in a software program called Appointment Plus. When navigators receive a shelter call, they first look in the software to see which shelters (if any) have space. Navigators can make a “reservation” in the software for the client, and then do a warm transfer to the shelter. If no space is available, navigators tell the client to call 211 back, instead of having them repeatedly call all of the shelters. This takes pressure off shelter staff, and reduces the time spent on 211 shelter calls.

10. 5. The Open Beds program serves which population? People with disabilities People with addictions Homeless people

11. 5. The Open Beds program serves which population? People with disabilities People with addictions Homeless people We began answering calls for the Open Beds program on March 15, 2018. Using the Open Beds software, we are able to make electronic referrals for people who call 211 and are in need of addictions treatment (the politically correct term is now “substance use disorder”). IN211 has the Open Beds contract with DMHA (the state’s Division of Mental health and Addictions), and pays C2H and United Way of Allen County to answer the calls.

12. 6. How many 211 Centers are there in Indiana? 4 6 8

13. 6. How many 211 Centers are there in Indiana? 4 6 8 We started 2018 with 8 Indiana 211 Centers. At the end of May, United Way of Howard County (Kokomo) and United Way of Southwestern Indiana (Evansville) left the IN211 system. One of the main reasons was that with the statewide phone system routing calls all across the state, almost half of the calls that these Centers were answering were not in their service area. These 2 Centers took approximately 6% of the Indiana 211 call volume. United Way of Greater Cincinnati and Metro United Way (Louisville) left the system on August 31, 2018. Calls from their service area represented about 1% of the total Indiana 211 call volume. These 2 Centers did not participate in the statewide phone system or share their resource database with the other Centers.

14. 7. What is the name of the new I&R software we implemented in September 2018? IRis Refer Vision Link

15. 7. What is the name of the new I&R software we implemented in September 2018? IRis Refer Vision Link We implemented Vision Link in September 2018. We had been using Refer since July of 2009. Prior to that, we used IRis from 2000 to June 2009. Vision Link is a cloud-based platform with the potential to integrate with Connect First (our telephony platform). With the implementation of Vision Link, the focus has shifted from the traditionally anonymous I&R model to a client-tracking model focused on the social determinants of health. IN211 has the contract with Vision Link, and provides access for the four 211 Centers.

16. Year in Review • Implemented a new phone system and added 4 new programs in just the first quarter of the year. • Implemented a new software platform and shifted from traditional I&R model to client-tracking model. • All while answering nearly 190,000 calls. And here is why we do what we do…

17. Gordon, a 75 year old veteran, left a voice mail for Charlotte, our Director or Operations & Training. Gordon is disabled and in a rehab facility for health issues.  He spoke with Nancy, and she gave him several referrals to help him out with housing issues and to get in contact with Senator Carson. • He wanted us to give Nancy a 10,000 star compliment because of the wonderful service she offered him.  He said she was wonderful, clearly intelligent, had a great personality, and was a great listener.  He really appreciated her outstanding help and wanted us to give the highest compliment we could give her.    • He also mentioned that he LOVES 211!  We have helped him many times in the past.  He has been telling other people in his rehab facility about us, especially other veterans.  And he thanked us for OUR service.  That seems like a big deal coming from a veteran.  We couldn’t do this work without YOUR support. YOU make a difference. Thank you!