Defining Quality Assurance: What It Takes to Make a Good Contact Nadine Bryant

Nadine Bryant Quality Assurance Specialist, United Way of Greater Cleveland Bachelor of Science in Human Development and Family Studies from Bowling Green State University

Overview Introduction and overview of United Way of Greater Cleveland’s 2-1-1 Define Quality Assurance Summary of United Way of Greater Cleveland’s Quality Assurance program Recommendations for future goals and additions

United Way of Greater Cleveland, 2-1-1 We serve 26 counties all across Ohio Over 3.5 million people covered About 50 Resource Navigation Specialists Take over 260,000 calls annually Take about 7000 chats annually

The AIRS Standards Staff Supervision: The I&R service provides for the ongoing supervision and annual evaluation of employees and volunteers by qualified I&R managers. The organization has a written supervision plan for staff and uses standardized observation and performance appraisal forms. When performance problems are identified, they are documented and addressed in an individual performance improvement plan. Staff evaluations address specific responsibilities and job functions outlined in the individual job descriptions.

Disclaimer There is no “one size fits all” approach to Quality Assurance All call centers are different

History Started from scratch 4 ½ year process to get to where we are today Lots of trial and error

Agreement Started out with an “agreement” This ended up being our Quality Assurance plan

Discussion What is the point of having a Quality Assurance program? How is quality assurance in Information and Referral different than it might be in the private sector? How is it similar? What to you makes a “good contact”?

What is so important about Quality Assurance? Make sure that the client gets the best service possible. Make sure that service is consistent across all contacts. Make sure that clients get the information that they need to access the services that can change their lives. Make sure to give client enough information to make an educated choice.

What should a Quality Assurance program include? Contact monitoring

Contact Monitoring Communication

Contact Monitoring Communication Content

Contact Monitoring Communication Content Procedure

The Guide Book Criteria Explanation “Why?” When the score is ‘Yes’ When the score is ‘No’ Sample Language Can the score be “not applicable”? Why or why not?

Scoresheet Xzam Example

Calibration Every other week Pick a call that doesn’t actually count towards a specialist’s score

What should a Quality Assurance program include? Contact monitoring Review of scores by specialists

Review of Scores by Specialists Present scores in a way that specialists can relate to Take ownership of their own scores Ask to have a score reviewed

What should a Quality Assurance program include? Contact monitoring Review of scores by specialists Coaching and feedback by management staff

Coaching and Feedback Coach on a regular basis Reach out to those who are struggling Inform trainings that might be necessary Make policies and procedures Get the most out of how often you can monitor Coaching is where you can drive home the main points and expectations

Future Goals Monitoring other types of contacts More coaching staff Chat Text Email More coaching staff

Discussion What do you do currently that you love or wish you could change? What advice might you give to a center that is just starting their Quality Assurance program?

Summary Define Quality Assurance Summary of United Way of Greater Cleveland’s Quality Assurance program Recommendations for future goals and additions

Contact Nadine Bryant nbryant@unitedwaycleveland.org