1. Smoke-Free Homes Text!
Text Message Applications for Specialized Programs: Following Funding and Going Beyond I&R

2. Defining the Program
Smoke-free homes is a partnership with Emory University and to encourage families to establish smoke free rules in the home using a brief intervention model.
Eligible callers were offered opportunity to participate in SFH.
211 was responsible for recruitment and for delivering the program
Program included 4 components over a two month period
Recruitment and enrollment surveys
3 mailings of informational materials
Coaching outcall
Follow up call at the end of 2 months ($20 gift card at mailed upon completion of follow up survey)

3. Using Text for SFH
“Fully opt in” tab/utility is used to add mobile numbers to the system as individual numbers or multiple numbers and additional capacity for an xls upload.
Automated message alerts client that they will get a phone call and that they should respond with preferred time/date
Text messages included reference to $20 gift card
Unreachable participants were contacted by text with option to text back to reschedule
Verified or corrected address if mailings were returned
Even if phone was “out of service” participants often could still receive and send text messages

5. Additional Uses Affordable Health Care enrollment alerts
Deadlines and where to find in-person assistance
211OK: We ask all callers if we can contact them by text
Text VITA tax site locations
Seasonal programs and targeted programs
Targeted programs, e.g. veterans
Disasters
Staff alerts
Agency wide alerts to staff (direct access to all staff mobile phones regarding issues like emergency closures and inclement weather)

6. Other Advantages of Texting
System permits unlimited follow-up capacity: texts can be sent to all subscribers, individuals or to ad-hoc customized groups
Unlimited customized groups: once a client is successfully reached they can be moved/regrouped accordingly!
Additional options to query clients about usefulness of texts
Promote additional services that might be valued by the smoke-free group.
Individuals that benefit from one program often benefit from other programs.
Text offers a great way to offer clients additional opportunities across other programs and services!

7. Generating Outcomes
Easy way to help alert client about a phone call and verify program eligibility
Confirm with client best number and time for call
Build an understanding with client without ever picking up the phone
Schedule an appointment reminder by text for the call further ensuring a positive outcome and successful encounter
Text is opening the door to innovative strategies for bridging communication channels and improving efficiencies!

8. Planned Uses Value add for contracted services Live two-way I&R
Message group for clients of contracted service
Live two-way I&R
Service area currently live, all zip codes deployed with bounce-back message: “You have reached 211! Live help coming soon…”
Automated referrals
Triage for high contact issues, deploy referrals based on issue/zip code
Community safety alerts
Building a safer community, single source for text alerts about inclement weather, disasters and other relevant

9. Community Service Council
Contact/Questions
Michael Coonfield, CRS, CIRS Technology Coordinator/PIO Community Service Council PO Box Tulsa, OK Office (918) Fax (918)
Donnie House, CIRS, CRS
211/CoC Program Manager
Community Service Council
16 E 16th Street, Suite 202
Tulsa Oklahoma
(mobile)