The New ConTEXT for Information and Referral: Texting/Chat I&R Presented by: Laura Mejia and Liz Ruiz

System Greeting: Thank you for contacting 211 System Greeting: Thank you for contacting 211. How may we help you today? Client: Hi I’m looking for help with counseling services. Specialist: OK, what’s you zit? Client: What do you mean? Specialist: Oops I meant zip? Client: 90012 Specialist: Let mi start searchin for counseling svcs Client: Do you want to know who the services are for? Specialist: NO PROBLEM Client: It’s for my 2 year old Specialist: Okie dokie thx  Specialist:  

Mobile Technology Facts  As of October 2015: 68% of American adults own a smartphone. 92% own a cell phone 45% own a tablet computer   The “Smartphone Generation” is accustom to having: Instant access Multi-task Convenience Text/Chat Channel -http://www.pewinternet.org/2015/10/29/technology-device-ownership-2015/

Benefits of Text/Chat Appeals to a variety of individuals It allows inquirers/clients to multi-task Allows for documentation of interaction It’s convenient I&R access Deaf/hearing impaired Speech impediment No phone access Uncomfortable seeking help via phone or face to face Specific target populations: Military, Youth, etc.

Text/Chat Compared to Phone EXERCISE: Similarities? Assessment Skills Build rapport Active listening skills Look for red flags and keywords Inform inquirer about call progress Provide referrals Differences? When texting there is a character limit During text/chat assessment we listen with our eyes Spelling & grammar are necessary for a strong interaction Chat segments should be briefer than spoken conversation

Plan Your Text/Chat Deployment 1. Set the objective/goal 3. Provide Shared Knowledgebase Takeaway: Create a designated place for agents to access shared information that lessens the risk of providing contradictory information, grammar & spelling errors. Takeaway: Understand your goal for Chat communication, set targets, and milestones. 2. Develop a Protocol 4. Agent Training Plan Takeaway: -Consider who will be staffing the line (Cross-train/ Hiring) -The Right Skill Set -Software, Protocol and Provide Feedback Takeaway: Provide a consistent experience to customers regardless of how they choose to interact with the organization.

Creating a Text/Chat Protocol Goal of Text/Chat Line Chat Greeting &Closing System Greeting Chat Handling Skill Assessment Chat response time Tone of Chat Delivery of Referrals Data Collection How to Handle Crisis Calls Documentation Follow-up  

Assessment Skills “The chat process for all intents and purposes is identical to the conventional I&R process- establish rapport, use good communication techniques to conduct an assessment, clarify if necessary, provide the information and/or referrals, then close effectively.” - ABC’s of I&R Active listening – Scan for keywords/red flags to demonstrate understanding Paraphrasing – Summarize back to the inquirer for clarification and confirmation Assessment /Probing – Asking questions to better understand the bigger picture Sample Text to Chat: Chat Tuesday, January 29, 2016 11:29:08 AM (System)said: I need food 11:29:08 AM (System) said: I’m Carlos, also a Vet, I’ll be helping you today. 11:29:49 AM (Agent) Carlos Santos said: I’d be happy to find you some food referrals. 11:29:53 AM (Agent) Carlos Santos said: Can you tell me more about your situation? 11:29:56 AM (Client) 16269260666 said: Living out of my car this past week, looking for something to eat. 11:30:12 AM (Agent) Carlos Santos said: I’m glad you called today. 11:30:18 AM (Agent) Carlos Santos said: Are looking for a hot meal or canned goods from a food pantry? 11:31:12 AM (Client) 16269260666 said: A hot meal would be nice. 11:32:59 AM (Agent) Carlos Santos said: Ok. You also mention that you were living out of your car. 11:33:15 AM (Agent) Carlos Santos said: Would you like information on shelters that might be able to help you?

Text to Chat Exercise Let’s rethink how we communicate?   Let’s rethink how we communicate? Text to chat character limitations. Assessment questions/statements should be clear and concise. Important information that can not be condensed should be broken up into multiple segments.

Best Practices Tone: Warm, welcoming and builds rapport. Speak clearly and professionally Avoid Internal Jargon/Acronyms   Traditional I & R Calls: Tone: Warm, welcoming and establishes presences Writes in a proficient manner Use correct spelling, grammar and punctuation Avoid using ALL CAPITALS Emotion cons Avoid text slang or abbreviations Chat Interactions:

Best Practices Traditional I & R Calls: Response Time – Natural flow Call Progress- Industry standard is 60 seconds or less Ending a Call- Calls may prematurely disconnect due to many reasons Example: “James, are you still there?” (multiple times no response) “We are here 24/7, if you need to reach us please feel free to call us back.” (Hang-up)   Chat Interactions: Chat Response Time - Industry standard 30 seconds or less Chat Progress - A “moment” is equivalent to 30 seconds or less Ending the Chat Session:  

Activity – Writing Better Chats

I & R Specialist Training Plan Consider the following for your training plan: Who will be handling the text/chat line? Cross-training New Hires Training /Develop Required Skill Set Training Software Basics Transferring Handling multiple chats Documentation/Data Collection Practice Instant Feedback

Methods for Delivering Referrals Text Can be programmed to deliver whatever level of information the agency’s standards are Name of Agency Provide important details of service (character limit) Text will include: Minimal information about the service Verbal via Phone Name of agency Describe the program/service including eligibility, fees, etc. Phone and/or address so they can access service Email Can be programmed to deliver whatever level of information the agency’s standards are Name of Agency Describe the service Email will include: Detailed information about the service Chat Can copy and paste rather than type everything

Provide Shared Knowledgebase The beauty of text/chat is that you can create a robust set of tools that can assist I & R Specialist to be more efficient at assisting inquirers: Create Canned Responses Data Assessment Questions Common FAQs

Crisis/Immediate Risk Assessment Stay Calm and Establish Rapport Identify the Crisis Situation Assess for Safety Determine Action Required

Follow-up Why? Best Practices - Text/Chat/Phone Ensure the inquirer’s needs were met Database accuracy Customer satisfaction Best Practices - Text/Chat/Phone Follow-up can be depending on inquirers preference A follow-up protocol should include: Examples of types of situations in which follow up might occur 1-3 days follow-up for endangerment situations and within 7-14 days in other situations

Chat DON’Ts?

Questions. Laura Mejia Program Director Phone: 626-350-1841 ext Questions? Laura Mejia Program Director Phone: 626-350-1841 ext. 2156 Elizabeth Ruiz Quality, Training & Coaching Manager Phone: 626-350-1841 ext. 1311