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Growing Deeper Roots: Strengthening I&R/A Partnerships through a Call Monitoring Project

Growing Deeper Roots: Strengthening I&R/A Partnerships through a Call Monitoring Project. Paula Krueger Iowa Association of Area Agencies on Aging Chris Juett United Way 2-1-1 Cedar Rapids, Iowa . Objectives.

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Growing Deeper Roots: Strengthening I&R/A Partnerships through a Call Monitoring Project

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  1. Growing Deeper Roots: Strengthening I&R/A Partnerships through a Call Monitoring Project Paula Krueger Iowa Association of Area Agencies on Aging Chris Juett United Way 2-1-1 Cedar Rapids, Iowa

  2. Objectives • Build relationships with other Information and Referral/Assistance Agencies within a region or state. • Understand other projects that may help to build relationships. • Structure of AIRS affiliates. • Understand the components of a statewide call monitoring system. • Conduct a statewide call monitoring system with both general and specialized Information and Referral/Assistance Agencies. • Use the templates provided to build a Statewide Call Monitoring System.

  3. Growth of IA/NE AIRS

  4. Planting the Forest • Database Maintenance Project • Project between 2-1-1s and AAA • Self-Assessment • Call Monitoring Phase 2 • Supervisory Manual • Conference

  5. Branching out through Call Monitoring – Preparation and Implementation • Purpose • Preparation • Sample Size • Mystery Caller • Scenario • Observation Form • What’s important to your I&R/A • Implementation • Report

  6. From the Arborist: Reporting on the Project • Collection of results • Tools for collection • Review of report • Distribution of report

  7. Results of the Project Contact- Initial • Answered by live person strategy • Scripting transferring a caller Contact- Greeting/Rapport • Scripting a greeting for consistency Clarification- Assessment, Service Information, Data Collection • Paraphrasing and asking probing questions • Documentation of calls- how to successfully gather • Pertinent personal contact information gathered • Demographic information gathered Closure • Scripting the closure of a call- bring the client back Supervisors training done at the state level Statewide trainings within individual I&R/As

  8. Fertilizing our Tree: Lessons Learned • Training needs • Cross training between I&R/As • Revision of observation form with matrix • Share form with I&R Specialists • Scenario – breakouts to help them build scenarios • Each discipline has multiple scenarios.

  9. Fertilizing our Tree: Lessons Learned • Mystery caller • Accountability • Consistency • Same # of calls to all agencies • How we can do this in the future • Processes • Not reaching a live person • Training • How to get to the correct staff person • Data collection • Supervisor Training • Continual supervisory training is the best way to implement staff training.

  10. Question and Answer

  11. When are you going to plant your forest?

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