Community Voice Mail :A Link for the Disconnected

Community Voice Mail :A Link for the Disconnected

TOP Networks for People Conference6 December 2001

Jennifer Brandon, Executive DirectorCommunity Technology Institute

TOP Networks for People Conference6 December 2001

Jennifer Brandon, Executive DirectorCommunity Technology Institute

COMMUNITY TECHNOLOGY INSTITUTE

CVM Federation2001

Seattle

Yakima

Bellingham Whatcom County

Spokane

VancouverClark

County

Los Angeles

Houston

Boston

Phoenix

New York City

San Diego

Twin CitiesMinn/St Paul

Albany

RaleighWake

County

Detroit

Hampton RoadsMemphis

Shelby County

New Orleans

PortlandSalem

San Francisco

San JoseSanta Clara

County

Atlanta

Eugene Lane County

Chicago

Toledo

WilmingtonNew Castle

County

Philadelphia

Bermuda

Chattanooga

St Petersburg

Island County

Tacoma

Cleveland

SpringfieldPioneer Valley

EverettSnohomish

CountyNorth Central Wa

Aiken County

Skagit County

Halifax Nova Scotia

What is the need?What is the need?

More than 5 Million American households are without telephone service

Public payphone rates have doubled in most regions

Estimated 30,000 people are connected to CVM every day

More than 5 Million American households are without telephone service

Public payphone rates have doubled in most regions

Estimated 30,000 people are connected to CVM every day

COMMUNITY TECHNOLOGY INSTITUTECOMMUNITY TECHNOLOGY INSTITUTE

Touching lives by keeping people in touch...

How Community Voice Mail works:

Participating AgencyDirect Service Provider

Selects-enrolls clientsProvides Intake / Outcome Information to Host

Participating AgencyDirect Service Provider

Selects-enrolls clientsProvides Intake / Outcome Information to Host

Participating AgencyDirect Service Provider

Selects-enrolls clientsProvides Intake / Outcome Information to Host

Host AgencyCoordinates CVM in community

Provides CVM numbers to Direct Service ProvidersCollects Outcome Information

Community Technology InstituteCoordinates CVM Federation – Provides Technical Assistance – Defines Best Practices

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COMMUNITY TECHNOLOGY INSTITUTECOMMUNITY TECHNOLOGY INSTITUTE

Touching lives by keeping people in touch...

• Employers• Social Services• Case Managers• Welfare-to-Work • Health care• Job Counselors• Employment Agencies• Housing programs• Landlords• Shelter services• Safe communication• Chem-Dependency Treatment

Community Voice Mail connects the “phoneless” to:

• Emergency Services• Supportive Services• Social Workers• Job Clubs• Child Care providers• Schools• Training programs• Support networks• Probation officers• Family and friends

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Client OutcomesClient Outcomes

40253793

2088

5295

5862

2481

6500

6004

2965

0

1000

2000

3000

4000

5000

6000

7000

80007692

3017

6751

1997 1998 1999 2000Found Housing Found Employment Received Safe Communication

CVM Evaluation Goals Obtain information from CVM users on

helpfulness and user patterns.

Obtain information from CVM social service providers on the helpfulness of the voicemail system for communicating with their clients and on the service guidelines used to distribute the CVM service.

Engage in a learning process regarding CTI’s role in evaluation of CVM Federation sites from a national perspective.

CVM Evaluation Goals Obtain information from CVM users on

helpfulness and user patterns.

Obtain information from CVM social service providers on the helpfulness of the voicemail system for communicating with their clients and on the service guidelines used to distribute the CVM service.

Engage in a learning process regarding CTI’s role in evaluation of CVM Federation sites from a national perspective.

HIGHLIGHTS: PROVIDERSHIGHLIGHTS: PROVIDERS 189 Provider Sheets Returned

“How helpful is CVM to you for providing information to your clients?”

189 Provider Sheets Returned

“How helpful is CVM to you for providing information to your clients?”

CHART 1Helpfulness to Provider

1%13%

66%

14%

0%

20%

40%

60%

80%

100%

Not Helpful SomewhatHelpful

Very Helpful Don't use tocontactclients

Pe

rce

nt

of

Su

rve

ys R

etu

rne

d

HIGHLIGHTS: CLIENTSHIGHLIGHTS: CLIENTS

689 Client Surveys Returned

“How helpful has your voicemail been…?”

78% Very Helpful in Job Search (N=577)

68% Very Helpful in Housing Search (N=447)

72% Very Helpful in Medical/Health Care (N=434)

69% Very Helpful in Child Care/Services (N=179)

91% Very Helpful in Safe & Private Place (N=623)

689 Client Surveys Returned

“How helpful has your voicemail been…?”

78% Very Helpful in Job Search (N=577)

68% Very Helpful in Housing Search (N=447)

72% Very Helpful in Medical/Health Care (N=434)

69% Very Helpful in Child Care/Services (N=179)

91% Very Helpful in Safe & Private Place (N=623)

HIGHLIGHTS: CLIENTSHIGHLIGHTS: CLIENTS

Reasons Users Like CVM

29%

44%

45%

46%

47%

62%

6%

2%

0% 20% 40% 60% 80% 100%

Helps me get social services

Helps me stay in contact w/friends&family

Helps me keep my situation private

Helps me present professional image

Helps me feel stable during this time

Helps me get job or housing

Other

None

• 689 Client Surveys Returned• 689 Client Surveys Returned

HIGHLIGHTS: CLIENT MSGSHIGHLIGHTS: CLIENT MSGS

The majority of the responses clearly indicated that these users find their voicemail very helpful, useful, and/or important (95%).

Several of the respondents also described using their voicemail to:

Look for work (95%)

Look for housing (55%)

Coordinate medical appointments (11%)

Stay in contact with family and friends (5%)

Have safe and private communication (3%)

The majority of the responses clearly indicated that these users find their voicemail very helpful, useful, and/or important (95%).

Several of the respondents also described using their voicemail to:

Look for work (95%)

Look for housing (55%)

Coordinate medical appointments (11%)

Stay in contact with family and friends (5%)

Have safe and private communication (3%)

HIGHLIGHTS: CLIENT MSGSHIGHLIGHTS: CLIENT MSGS

907 Client Responses to Broadcast Msg

CVM and Homelessness “I was in the YWCA family shelter for two years and I am

in an apartment now…so it did help me get housing, also look for work, get appointments and services for my son. I’m going off the service soon. Call me if I can help publicize.” (Boston)

CVM and Employment “The voicemail has been extremely helpful without it I

wouldn't have been able to get messages from employers or anything like that and I just got a job today so thank you. (Wenatchee)

CVM and Safety “CVM has helped me a great deal. I got the number

when in shelter and it helped to keep me and my child safe. I’m going through a child support case and it’s important that the lawyer can leave me message. Good for doctors appointments too. Truly awesome. Thank you.” (Twin Cities)

907 Client Responses to Broadcast Msg

CVM and Homelessness “I was in the YWCA family shelter for two years and I am

in an apartment now…so it did help me get housing, also look for work, get appointments and services for my son. I’m going off the service soon. Call me if I can help publicize.” (Boston)

CVM and Employment “The voicemail has been extremely helpful without it I

wouldn't have been able to get messages from employers or anything like that and I just got a job today so thank you. (Wenatchee)

CVM and Safety “CVM has helped me a great deal. I got the number

when in shelter and it helped to keep me and my child safe. I’m going through a child support case and it’s important that the lawyer can leave me message. Good for doctors appointments too. Truly awesome. Thank you.” (Twin Cities)

COMMUNITY TECHNOLOGY INSTITUTECOMMUNITY TECHNOLOGY INSTITUTE

Jennifer BrandonExecutive DirectorCommunity Technology Institute(206) 441-7872 ext 175Email: jbrandon@activevoice.com

Roderick MillsCommunity Technology InstituteProgram Manager(206) 441-7872 ext 190Email: rmills@activevoice.com

CVM FederationConnecting thousands of people every day

For more information, contact:

PO Box 61385 • Seattle, WA 98121 Email: cvm@activevoice.comPhone: (206) 441-7872 Web:

http://www.cvm.org

PO Box 61385 • Seattle, WA 98121 Email: cvm@activevoice.comPhone: (206) 441-7872 Web:

http://www.cvm.org

Or visit us on the Web:

www.cvm.org

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