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

2. System Greeting: Thank you for contacting 211
System Greeting: Thank you for contacting 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:  

3. 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 -

4. 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.

5. 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

6. 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.

7. 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

8. 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) 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) 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?

9. 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.

10. 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:

11. 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:

12. Activity – Writing Better Chats

13. 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

14. 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
Can be programmed to
deliver whatever level
of information the
agency’s standards are
Name of Agency
Describe the service
will include:
Detailed information about the service
Chat
Can copy and paste rather than type everything

15. 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

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

17. 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 days in other situations

18. Chat DON’Ts?

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