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

2. Presenter
Troy Hammond

3. 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

4. . 211US Mission
Excellent
Everywhere
Always

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

6. 2-1-1 Mystery Call Purposes
Ensuring Excellence
Following National Standards of Service Delivery
Providing Consistent Service Delivery
Measuring the Quality of the System

7. 2-1-1 Mystery Call Expectations
Quality
Greeting Rapport
Assessment of Needs
Delivery of Service
Service Information
Call Closing

8. 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

9. How Well Did We Do? The Basic Results

10. How Well Did We Do? The Basic Results

11. 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

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

13. 2-1-1 Mystery Call Recommendations
Areas of focus for the System:
Empathy
Clarification of requested services
Closure of the call

14. 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?”

15. 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

16. 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

17. 2-1-1 Mystery Call Future
Will we be doing it again in 2013?
Yes … different scenario
Yes … same assessment

18. 2-1-1 Mystery Call Report The Full Report is available:
2-1-1 State Directors OR
A Local Report is also available:

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

20. 2-1-1 Excellent, Everywhere and Always!
THANK YOU
For you participation in this session and making
2-1-1 Excellent, Everywhere and Always!