Transitioning 2-1-1: Quality Mystery Calls Results 2012

Presenter Troy Hammond

Understand 2-1-1’s National Goals Learn about the Mystery Call Project . Objectives Understand 2-1-1’s National Goals Learn about the Mystery Call Project Hear the Mystery Call Results Discuss Best Practices

. 211US Mission Excellent Everywhere Always

Mystery Call Project Call every 2-1-1 Ask the same question Measure the response

2-1-1 Mystery Call Purposes Ensuring 2-1-1 Excellence Following National Standards of Service Delivery Providing Consistent 2-1-1 Service Delivery Measuring the Quality of the 2-1-1 System

2-1-1 Mystery Call Expectations Quality Greeting Rapport Assessment of Needs Delivery of Service Service Information Call Closing

How Well Did We Do? The Basic Results 95% received a mystery call Opportunities for improvement Call Closure received the lowest positive responses 61.5% of the calls received an overall rating of average, above average or excellent

How Well Did We Do? The Basic Results

How Well Did We Do? The Basic Results

How Well Did We Do? The Basic Results Summary of Comments: Areas of improvement Not engaged Lacked proper greeting Lacked assessment Only addressed one aspect of the need presented, employment or mental health Focused on gathering data Refused service, requiring sister to call directly Lacked proper closure

How Well Did We Do? The Basic Results Summary of Comments: Positive Established Rapport Empathetic Good Assessment Warm Closure

2-1-1 Mystery Call Recommendations Areas of focus for the System: Empathy Clarification of requested services Closure of the call

2-1-1 Mystery Call Best Practices Share the report with your frontline staff, President, Board of Directors Talking around some of the issues would be a great subject for an extended team meeting. “How are we doing this?” “Can we do this better?” “Would trying something new make a difference?”

2-1-1 Mystery Call Best Practices Set up your own mystery call project Have your staff be mystery callers Make the national expectations clear to your staff

2-1-1 Mystery Call Best Practices Review your Call Monitoring tool Update your Quality Assurance Plan Satisfaction Surveys Follow-ups Call monitoring and coaching AIRS Staff certification Agency accreditation

2-1-1 Mystery Call Future Will we be doing it again in 2013? Yes … different scenario Yes … same assessment

2-1-1 Mystery Call Report The Full Report is available: 2-1-1 State Directors OR Email clivemjones@gmail.com A Local Report is also available:

Questions and Discussion How come … ? What about … ? So what if … ? How should …?

2-1-1 Excellent, Everywhere and Always! THANK YOU For you participation in this session and making 2-1-1 Excellent, Everywhere and Always!