Call Monitoring Form The program has developed a quality assurance model entitled CARE Quality Monitoring Program. CARE stands for Coaching And Reinforcing Excellence. The elements of the model include monitoring, evaluations, scoring, calibration and coaching plans. Courtesy of 211... Continue Reading
Work from Home Playbook (for hybrid or virtual work) The purpose of this Playbook is to explain the various protocols and best practices involved with working from home and provide the necessary tools to ensure Customer Contact Representatives (CCRs) are trained consistently. Courtesy... Continue Reading
On-boarding Training This powerpoint outlines the points covered in this organization's onboarding training including but not limited to; training methodologies, training ambassadors, technology, training syllabus, etc. Courtesy of 211 - United Way of Connecticut Continue Reading
Teams Schedule This document shows a commitment to building a process and documentation to ensure quality service delivery for emerging work. Courtesy of the Canadian Mental Health Association Continue Reading
Evaluation Tool for an I&R Specialist This tool has various components to help assess the readiness of a call taker including; a pre-training self-assessment, selecting the correct call type, choosing proper taxonomy, name that presenting need, searching for local programs, etc.... Continue Reading
Evaluation Tool This Evaluation Tool Document, used to measure the level of competency for Community Resource Specialists and Data Curators is well done. Courtesy of 211 Texas A Call for Help - United Way of Abilene Continue Reading
Community Needs Assessment A very detailed report that reviews the social and human services landscape in Ashtabula County and identifies unmet needs, gaps in services and makes recommendations for improved service delivery. This is a very good example of how the agency and 2-1-1 can leverage... Continue Reading
Board Skills Matrix The matrix tracks the skills and experience of each board member, which indicates the existing capacity of the board and places of potential growth. Courtesy of 211 Nova Scotia Continue Reading
