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