Better Houston? POSSIBLE.Essential Learning & 2-1-1 Texas: Statewide and Local Training Options

2-1-1 Texas

25 regions in Texas assisted by 24 call centers (United Way of Greater Houston has 2 regional contracts)3 24/7 centers – Dallas, Houston and San AntonioApproximately 300 professionals including call specialists, resource, outreach, and leadership staffing.

Statewide Training Needs

Streamline Training Development:• Texas I&R Network can develop one training for

all centers statewide on programs/initiatives

Any training program loaded from one call centers can be viewed by all persons in the Essential Learning system

• Lethality Assessments of Suicidal Callers• NIMS Courses (Events)

TIRN staff can track statewide training hours, ensure training needs are met and report these hours to state program collaborators.

Examples of Statewide Training

Veterans Programs and InitiativesSummer Nutrition Program

Each 2-1-1 center could use the statewide materials and then develop supplement with initiatives that may be in place at the local level

United Way of Greater Houston

Accredited call center54% of staff are certified65 staff members; 50+ call specialists (FT & PT)732,500 (transactional) calls in 2009; expect 800,000 in 2010Needed a comprehensive training solution to track hours, training topics, and certification hours

Access to AIRS Courses and Essential Learning Course LibraryReplaced sections of independent reading in ABC’s of I&RTest preparation questions for AIRS CIRS Exam availableCan design a curriculum of courses for new employees and existing employeesSome courses are taken on an annual basis

• Confidentiality• Empowerment and Advocacy• Crisis Intervention

Meeting Reporting Needs

Previous method of tracking used Excel Spreadsheets

• Tracking was not automatic• Required data entry• Consistency in training schedule/adherence was

not possible

Has variety of reporting options availableCan report on active and inactive usersOne report of training hours or curriculum adherence Fields to report on are customizable

Not Enough Time?

We can’t afford NOT to allow training timeTraining done on work timeManagement outlines blocks of time when training should not be done (ex. Mondays)Staff are given a deadline and manage their own time for the courses. Short-term campaigns may require training to be completed the next scheduled shiftHave a small room for quieter environment if call center noise is an issue

What Do We Track?

Selecting Online Training

Reporting Options

Customizing a Report

Improvements for Future Needs

Surveys Allow opportunity for learners to tell us what worksModify the internal training programs based on feedback from staff

• Added “Course” of topics discussed at staff meetings for employees who work after-hours/weekends, etc. to ensure the same information is relayed. A “final exam” tests learning retention.

• Learned that online training and in-person training of some topics were equally effective in relaying information.

Questions?

Sandra Ray, CIRSManager, I&R Services

50 Waugh DriveHouston, TX 77007

713-685-2469sray@unitedwayhouston.org