Janna Shoe, LBSW CIRS United Way of Greater Houston 2-1-1 Texas/United Way HELPLNE

Janna Shoe, LBSW CIRSUnited Way of Greater Houston

2-1-1 Texas/United Way HELPLNE

TAIRS Conference October 22, 2013

Understand how AIRS Standards and Quality Indicators for Professional Information & Referral. (Version 7.0, Revised March 2013) serve as important foundation for I&R services.

Learn about Quality Indicators for I&R.

Workshop Objectives

Also known as the I&R Bill of Rights: Maintains accurate, comprehensive,

unbiased information about the health and human services available in their community.

Provides confidential and/or anonymous access to information.

Provides assessment and assistance based on the inquirer’s need(s).

Basic Principles of I&R

Provides barrier-free access to information. Recognizes the inquirer’s right to self-

determination. Provides an appropriate level of support in

obtaining services. Ensures that inquirers are empowered to the extent

possible. Ensures that inquirers have the opportunity to

access the most appropriate I&R service available in the system.

Basic Principles cont.

Establish reference points that define expected practices within the field and guidelines that communities can use

when they develop an I&R program to meet the needs of their people.

The Standards are the foundation for AIRS Accreditation and provide organizational context for professional certification: CIRS, CIRS-A, or CRS

Purpose of AIRS Standards

Nearly every health and human services organization performs some I&R.

Whenever a client is referred to another service, that’s I&R.

And these “non-I&R” organizations generally use I&R products such as directories and websites to get their information on what programs are available in the community.

I&R Services

I&R Service 2-1-1 ADRCs Area Agencies on

Aging Child care R&R City, county and state Crisis Services For-profits Libraries Military, Family

Services Voluntary Action

Centers United Ways

I&R SystemThere are often different types of I&R services within a particular area (for example, a large regional service and a smaller neighborhood service, or a comprehensive service serving everyone and a specialized service providing extra support to a particular group or a number of agencies that between them serve an entire state or province).

Assessment Information giving Referral giving Advocacy Crisis Intervention Follow up Resource Database Data Collection, Analysis, Reporting Cooperative Program Development Community Outreach Emergency Preparedness & Disaster

Response

Role of I&R

Six areas of the standards: Standard I: Service Delivery Standard II: Resource Database Standard III: Reports and Measures Standard IV: Cooperative

Relationships Standard V: Disaster Preparedness Standard VI: Organizational

Effectiveness

AIRS Standards and Quality Indicators

Example listed on card-

Match with the appropriate AIRS Standard

I&R Matching Exercise

Standard 1: Assessment and Referral Provision I&R service conducts an assessment in which the

inquirer has one-to-one interaction with an I&R specialist.

Quality Indicators: I&R service ensures thorough training and supervision has been completed for I&R specialists.

Examples: Identify themselves/agency, establish rapport, professional, appropriate tone, explore resources; obtain demographics, encourage call back.

I. Service Delivery

l. Service Delivery

• Barrier Free Access• Applicable Technology• Staffing structure• Coordination for 24hr

service• High quality experience• Core Telephone Service

No Cost Privacy/Confidentiality Release of Information Assess Caller Risk Permission Challenging Inquirers Complaint Process

Standard 2: Information Provision The I&R service provides information to an inquirer

in response to a direct request for such information. Response can range from limited information to a

detailed description of community service systems.

Quality indicators: description of intake; agency policies/procedures; active listening skills, accurate information, encourages re-contact, recording nature of call; met or unmet needs.

l. Service Delivery

Discussion Question

What are some examples of telecommunications or applicable technology I&R uses for service delivery?

Standard 3: Methods of Access to Community Resource Information

I&R provides community resource information in variety of ways. Quality indicators: access by telephone; Email,

IM, text/SMS, etc, makes all or part of database available online at no cost; compile and distribute directory (print or electronic); menu-driven recorded voice info; community kiosks.

l. Service Delivery

Standard 4: Inquirer Advocacy I&R service offers advocacy, when necessary,

to ensure people receive benefits and services for which they are eligible.

Quality Indicators: Advocacy policy; intervention when needed;

additional calls on inquirer’s behalf; referral to advocacy organizations; records advocacy efforts.

l. Service Delivery

Standard 5: Crisis Intervention I&R service is prepared to assess and meet

immediate, short-term needs of inquirers experiencing crisis.

Quality Indicators: Written crisis intervention polices/procedures; protocols for specific types of emergencies; lethality risk assessment tool; pre-arranged agreement with formal crisis intervention service; training for skills; reporting mandates;

l. Service Delivery

Process for endangerment situations; rescue services including 911; connection to formal crisis intervention services; records crisis intervention provided.

Intervention skills:1.De-escalate and stabilize individual; help

remain calm.2.Help inquirer talk about and work through

feelings as part of the assessment and problem-solving stages.

3.Keep inquirer on the telephone pending referral or rescue.

l. Service Delivery

Standard 6: Follow - Up I&R service has a policy that addresses conditions

under which follow-up must be conducted.Quality indicators: Conducted with permission of inquirer; conditions for

follow-up: Vulnerable households without A/C in summer or heat

in winter Older adults having trouble expressing needs Families with young children needing food Individuals with disabilities who’ve received eviction

order People with no health insurance who need health care Individuals needing emergency shelter or detox

services

I. Service Delivery

Follow-up consists of successful contact; finds out if need was met or unmet; generally done 1-3 days after original inquiry of endangerment situations and 7-14 days in other situations.

I&R service determines if need has been met or additional referrals are needed.

I&R service documents the follow-up results for use in reports.

Information gathered during follow-up relating to incorrect information in resource database is submitted to resource specialist for verification or correction.

Follow-up process evaluates effectiveness of existing community service providers/or identifies gaps in community services.

I. Service Delivery

Standard requires I&R service develop, maintain, use and disseminate an accurate, up-to-date resource database.

Standard 7: Inclusion/Exclusion Criteria

Quality Indicators: Uniform criteria published for staff and public; written policy describes inclusion/exclusion criteria;

1.Addresses human service needs of all groups 2.Includes government, non-profit, relevant for-profit

orgs3.May include support groups4.Addresses needs of target populations5.Includes political cause and issue-oriented action

groups6.Reviewed at minimum every two years7.Publishes service charge fee for inclusion

II. Resource Database

Standard 8: Data ElementsResource database contains standardized

information about orgs that meet criteria for inclusion, services provided and locations (sites) where services available.

Quality indicators: Required vs. Recommended data elements; Additional Sites (Locations/Branches); Service/Service Group and Service Site(s)


Standard 9: Classification System/Taxonomy I&R service uses the AIRS/211 LA County

Taxonomy of Human Services to index and facilitate retrieval or resource information.

Quality indicators: 1.Current Taxonomy License.2.Customizes Taxonomy to adapt to community.3.Customization is reviewed annually.4.Local modifications are reported to AIRS/211 La

County Taxonomy editor.5.Structure and contents respond to meet service

changes.6.Uses I&R software that supports Taxonomy.


Standard 10: Content Management and IndexingI&R ensures through training, database management

procedures and supervision that resource specialists organize information about orgs into database records that accurately and concisely reflect the agency, its locations and services/programs; index the services using AIRS/211 LA County Taxonomy of Human Services in accordance with recognized and consistent practices..

Quality indicators: Software, staffing to maintain database, training and supervision; understanding of human service delivery system, style guide, rules, well-written, concise narrative, indexing, community needs analysis, proof-read and eliminate grammatical errors.


Standard 11: Database Search MethodsInformation in resource database will be accessible

in ways that support the I&R process including search and retrieval by org, site and program name/type of service available.

Quality indicators: searchable by related AKAs; area served; target population. I&R service has considered types of filters that may be relevant in their community and permits searches using those parameters (age, etc).



Standard 12: Database MaintenanceI&R service has procedures to ensure information in

database is accurate and complete. Quality indicators:1.Standardized profiles or “survey”2.Documented process to update resources annually3.Procedures in place for integrating interim changes4.Procedure for identifying new resources5.Acquire information for new database records6.Verification procedures7.Alternative update methods/non-response8.Provides updates to staff on changes9.Written statement on right to edit information

Delivery of I&R services generate valuable information about the problems/needs of a community and availability of resources to meet those needs.

Standard 13: Inquirer Data Collection I&R service establishes and uses a secure, computerized system for collecting and organizing data that facilitates appropriate referrals, and provides basis for describing requests for service and unmet needs, identifying service gaps/overlaps, needs assessment, developing products and expansion of resource database.

III. Reports and Measures

Standard 13 Quality Indicators: Maintains documentation for all inquirers.Data collected is based on I&R agency policy, local,

state and or national requirements.

Data collected facilitates analyses to support:1. Human service needs of inquirers2. Community needs assessment3. Community planning4. Allocation of funding5. Research


Standard 13: Quality IndicatorsData collection provides information to identify: Service requests Met/Unmet needs (original contact/follow up and

customer satisfaction surveys) Trends in community service provisions and/or gaps in

service Total # of incoming contacts/inquiries by phone

recorded by phone system and answered by I&R specialist.

Transaction call or non-transaction calls Total # of I&R contacts/inquiries from other sources* Total # and types of problems/needs Geographic and demographic profiles Organization discussed during course of inquiry or

referrals made


*Total # of I&R contacts/inquiries addressing problems or needs include:•Transaction calls•Face-to-face contacts (walk-ins or I&R interactions in other settings such as community facilities)•Email contacts•Voicemail contact responses•Instant Message (IM) contacts•Text/SMS messaging contacts•Online chat contacts•Video relay/chat contacts•Regular mail contacts


Standard 13 Quality Indicators: Collects information about other types of I&R activities, but those figures should not be added to the contact/inquiry total.Examples:oWebsite visitor activity (total visits, unique visitors, individual page visits).oPeople accessing recorded information.oSocial Media postings.oOutreach presentations.oBrochures and/or other publications distributed.oOutgoing advocacy calls.oOutgoing customer satisfaction/quality assurance calls.oOutgoing follow-up calls.oOutgoing calls to verify resource information.oCommunity problems/needs reporting.


Standard 14: Inquirer Data Analsysis and Reporting

I&R service has a reporting tool and uses inquirer data and/or data from resource database to support community planning activities.

Quality indicators:

List data elements your I&R service reports should or already include.


I&R service must work collaboratively with other I&R services at local, regional, state and national levels while participating in broader service delivery system in their community.

Standard 15: Cooperative Relationships Within the I&R System Comprehensive and specialized I&R providers develop cooperative working relationships to build a coordinated I&R system that ensures broad access to I&R maximizing utilization of existing I&R resources, avoids duplication and encourages seamless access to community resource information.

IV. Cooperative Relationships

Quality indicators: o Participates in ongoing cooperative program planning

and development activitieso Participates in shared policies, o Avoids duplication efforts; encourages integration o Database collaboratives or partnershipso Identify changing community needs/respond timelyo Community-wide data collection, analysis, reportingo Maximize resources to I&R system as a wholeo Communicate with other I&R services regarding

promotional efforts


Standard 16: Cooperative Relationships With Service ProvidersI&R service strives to develop cooperative working relationships with local human service providers to build an integrated service delivery system.

Quality indicators: Explores opportunities for joint service delivery, address issues that have critical impact on community; encourages collaborating service providers to participate in community-wide data collection, analysis and reporting activities.


Name an agency or organization that an I&R service may participate with to address community wide issue(s).

Discussion Question

VI. Disaster PreparednessDescribe requirements an I&R service must meet in order to connect people to critical resources in times of disaster.

Standard 17: Emergency Operations/Business Contingency Plan

Written disaster plan specifically addresses incident common to the area, but also prepares for emergencies in general.

Two components: 1.Emergency Operations component defines what constitutes a

disaster as well as organizations’ disaster response expectations, internally and from view of stakeholders. Describes steps the organization needs to take to meet community’s needs in aftermath of an event.

VI. Disaster Preparedness2. A Continuity of Operations Plan (COOP) component

that references emergency preparedness and mitigation activities such as structural alterations and changes in business continuity; and delineates steps to be taken before, during, and after an emergency to prevent or minimize business interruption and ensure long-term recovery.

VI. Disaster PreparednessStandard 17: Quality Indicators: Policies and procedures ensure organizations mission-essential

functions are continued. Personnel coordination:1.Designation of key staff.2.Delegations of authority.3.Order of succession.4.Notification of personnel during duty and non-duty hours. Designation of mission-essential functions. Designation of alternative facilities. Continuity of communications among staff before, during and

after. Securing vital records and databases. Plans for reconstitution and termination of plan.

VI. Disaster PreparednessStandard 17: Quality Indicators: Written procedures address specific types of emergencies

including power outages, fires, medical emergencies, bomb threats, radiological threats, workplace violence, and other incidences. Procedures to contact emergency personnel.

Written procedure for emergency evacuation of the facility following a disaster. Designates exits, assembly area, damage assessment, instructions for shutting off gas, electricity and water.

Documents designated leadership roles/responsibilities of managers and staff before, during, and aftermath.

Maintains service delivery during and after emergency; relocation; alternate modes of service delivery; alternate sites.

Ensures facility has capability of handling to increased needs. Performs periodic drills and practice emergency procedures. Supports staff emergency plans for home and families.

VI. Disaster PreparednessStandard 18: Formal Relationships with Government and

Private Sector Emergency Operations and Relief AgenciesParticipate in ongoing cooperative disaster response planning in community and establish relationships to become recognized as integral part of community’s plan.

Quality indicators: understands command and control structure within their jurisdiction, own role and other organizations, relief and recovery phases of disaster; obtains NIMS (National Incident Management System) certification; VOAD agreements; community meetings addressing plans for disaster preparedness, mitigation, response, relief, and recovery.

VI. Disaster PreparednessStandard 19: Disaster ResourcesService develops, maintains and/or uses accurate up-to-

date computerized resource database containing information on available community resources in times of disaster.

Quality indicators: 1.Resource database includes information on

organizations with formal role in emergency response.2.Adds information about organizations that have no

formal role but emerge in context of particular disaster.3.Monitors social media and mass media to keep abreast

of information of new resources and changing situations.4.Streamlined verification process to ensure data

validation.5.Disseminates disaster-related information in community.

VI. Disaster PreparednessStandard 20: Disaster-Related I&R Service Delivery

I&R service provides information and referral services to the community during and following a disaster or emergency.

Quality Indicators: Adequate staffing Mutual assistance Off-site location assistance Effective Skills Government response system Disaster Stress-Debriefing

VI. Disaster Preparedness

Standard 21: Disaster-Related Inquirer Data Collection/Reports

I&R service tracks inquirer requests for service and referrals; collects demographic info and is prepared to produce reports regarding requests for disaster-related services and referral activity.

Quality indicators: Collects and organizes inquirer data; describe requests for disaster-related services; identify gaps or overlaps; timely reports; produces an after-action report (AAR) documenting activities of agency focusing on worked well and what needs to be improved through revisions of agency’s disaster plan and/or additional staff training.

VI. Disaster PreparednessStandard 22: Disaster Related Technology RequirementsI&R service has technology in place that facilitates ability of

org to maintain service delivery during times of disaster or a localized emergency.

Quality indicators:

1.Regular and emergency methods of electronic communication. After hours contacts and pre- or post- disaster communication. IM, text/SMS, satellite phones or mobile devices.

2.Relationship with telephone provider, Internet Service Provider (ISP), Web service hosting vendor, I&R software vendor-ensure high priority for continued services.

VI. Disaster PreparednessStandard 22: Quality Indicators:3. Ability to reroute calls to another location.; MOU with out of

region I&R service.4. Access resource database via Internet, stand-alone single

user copy on laptop, directory or other print version.5. Conducted risk assessment of facility identifying equipment,

connections and other vulnerable resources. 6. Has Uninterruptable Power Supply (UPS) on critical systems.7. Emergency generator or other power back-up. 8. Back up systems for telephones, PBX/ACD. Multiple T1 lines.9. Reprogram its phone lines and data network remotely.

VI. Disaster PreparednessStandard 23: Disaster Training and ExerciseI&R service trains staff on emergency operations and

business expectations upon hiring and provides ongoing training at least annually. Participates in community disaster exercises to its emergency ops plan.

Quality indicators: General staff training; specific types of disasters common to area; in-house disaster plan; skills set required to meet needs of people; volunteer surge plan.

The most important thing to remember during a disaster is the basic training of I&R.

Describe the governance and administrative structure an I&R service needs in order to carry out its mission.

Standard 24: GovernanceHas a governing body (Board of Directors) that

is constituted according to laws of its state.

V. Organizational Requirements

Standard 24: Quality Indicators:1.Mission statement2.Organizational policies3.Public policy- participates in own community and

state, national organizations that seek to further goals of I&R.

4.System advocacy- supports changes in community. Letter writing campaigns/ Visits to political representatives Testimony at public hearings Mobilization of concerned members of public Coalitions or association work/Holding press conferences Writing and disseminating issue-oriented social media Writing articles or letters to local newspapers Offering interviews to local radio and television stations. Offering services as knowledgeable public speaker.


Standard 24: Quality Indicators:

5. Complaints Process6. Code of Ethics7. Nondiscrimination statement8. Insurance coverage9. Finance10. Facilities


Standard 25: TechnologyI&R service uses technology that improves access

to information and enhances ability to serve inquiriers.

Quality indicators: evaluates new methods of access and advances; reviews how inquirers access information; allows for identifying collection; right to privacy; backup policies safeguard critical data systems; annual exercise; professional expertise; update plan.


Standard 26: Personnel Administration I&R service provides framework and mechanisms for program

and personnel administration that guarantee the continuity and consistency required for effective service delivery.

Quality indicators: 1.Recruits and hires service and administrative staff who are competent,

ethical, and qualified.2.Current organizational chart defines level of authority.3. Job descriptions written and up-to-date4.Broad job listing; objective measures for interviewing and screening

evaluating candidates.5. Succession Planning for future changes in leadership.6.Program Development and Administration7.Staff supervision



I&R Specialists

Call Monitoring/Remote Listening

Mentoring/Coaching Call Management System

Reports, Measures and Metrics; *

Schedule adherence Case examples Complaints and

Commendations.

Resource Specialists

Resource Department Metrics

Database Review I&R Specialist

Feedback

Call Management System Reports, Measures and Metrics

1.Calls received.2.Calls answered.3.Calls abandoned.4.Service level.5.Average speed of answer (ASA).6.Average abandonment time.7.Average call handling time.8.Occupancy rates.


Standard 27: Staff TrainingI&R service makes training available to

employees and volunteers.Quality indicators: Pre-determined written

goals; curriculum objectives; orientation for new employees; I&R specialists receive pre-service, OJTB-increasing level of responsibility; in-service training to refine and update skills;

Resource staff receives overview of local community service delivery system; including inclusion/exclusion criteria, Taxonomy, indexing, maintenance procedures, use of I&R software, specialized training.


Standard 27: Quality Indicators Content of staff training program is consistent with the

ABCs Of I&R published by AIRS. AIRS Competencies from CIRS, CIRS-A, CRS

certification programs used as training objectives. Training program responsive to diverse learning styles. Trainees evaluated using objective (written tests) and

subjective (observation) measures and demonstrate minimum level of competency.

Continual evaluation of training program effectiveness. I&R specialists and resource specialists seek

professional certification through recognized program.


Standard 28: Promotion and OutreachI&R service establishes and maintains a program

that increases public awareness of I&R services, their objectives, and their value to the community.

Quality indicators: Written outreach plan with methodology to publicize agency’s services to targeted population; identifies resources; publicizes to special need groups in community; encourages other community services to promote and use I&R resources; evaluates efficiency and effectiveness; serves as resource to other orgs; offers technical assistance/training; communicate regularly with service providers/officials/planning for community activities/resource fairs.


Standard 29: Program Evaluation and Quality AssuranceI&R has ability to assess the quality and effectiveness of all aspects of its operation including service delivery, resource database, reports and measures, cooperative relationships, disaster preparedness, and organizational structure.

Quality indicators: 1.Process for examining its viability as organization;

effectiveness of its services.2.Supports management information needs, has

method of tracking call volume, ASA, abandoned calls, average call handling time, and incoming call patterns.

3.Creates internal reports to assess effectiveness, decision-making, accountability, goals, and strategic planning.


Standard 29: Quality indicators: 4. Conducts annual evaluation of I&R activities. Formulate service goals Review accomplishments, outcomes, adjustments Structure evaluation to measure effectiveness and cost-

efficiency of I&R service, impact on people served (outcomes).

5. Conducts regular customer-satisfaction/quality assurance surveys; specified percentage to assess overall service performance and outcomes.*

6. Involves inquirers, service providers and other reps in community in evaluation process; modifies program in response to evaluation outcomes.

7. Strives to become accredited by nationally recognized body and maintains its standing when renewal is required.


Customer Satisfaction SurveysWas the I&R service polite and helpful?Did inquirers feel like they were listened to?Did inquirers receive a choice of referrals

where appropriate?Would the inquirer contact the I&R service

again?Would the inquirer recommend the I&R

service to family and friends?


Service Outcome QuestionsDid inquirers follow through and contact the

referrals provided?Was the information about those referrals

accurate?As a result of the referrals, did inquirers get

the help they needed? If not, why not? Reasons include:1.The referral was inaccurate2.There wasn’t enough information for proper

eligibility assessment3.The waiting list was too lengthy4.The service was too expensive5.There were transportation issues, etc.


End of Standards ReviewEnd of Standards Review

I&R Communication I&R Communication TechniquesTechniques

Effective communication techniques are used throughout the I&R process.

Sometimes the difference between the techniques is hard to define in a real conversation but their spirit reflects the essence of I&R.

An I&R Specialist or an I&R/A Specialist may answer 100 calls in a busy day. Each of those calls is usually the most important call of the day for the person who makes it.

It often takes a lot of courage to make a simple call for help.

The ability to communicate with all types of people in all types of situations is one of the primary strengths needed by an I&R Specialist.


Active Listening Minimal Encouragers Reflection Prioritizing Focus on Feelings Empathy Support Tone Personable Approach Simplicity Effective Pauses Steering


The I&R process can be separated into at least 5 basic stages:1.Opening the call (contact) and establishing a rapport (connection)2.Assessment of situation3.Clarification to ensure an understanding of the situation4.Providing appropriate information and/or referrals5.Closing the call

Stages of the I&R Process

CONTACT The initial part of the interaction where the objective is to establish the trust and confidence of the client before beginning the assessment.CLARIFICATION Occurs after the assessment and involves ensuring that you understand the client’s situation in order to provide appropriate referrals.CLOSURE Represents the final part of the call, making sure that the client understands the referrals and is comfortable calling back if more help is needed.

The 3 “Cs” Process

In the early stages of a conversation, how a person feels is often more important than the problem itself.Your first words are a greeting. And that greeting should be warm, friendly and encouraging.This does not mean “upbeat and enthusiastic.”The greeting for an I&R service should be different from the greeting of a fast food restaurant.

Stage 1. Contact

People contact an I&R service because they need help getting the information they need to help themselves.

They have a reason for contacting the I&R service and they are the ones initiating the inquiry. Your job during the assessment is to find that reason – which is often not as easy as it sounds.

Stage 2. Assessment

PARAPHRASING The main technique that an I&R Specialist

uses to achieve clarification is through paraphrasing (or restating) the essence of what the client has told you.

This does two things — it lets the client know that you have been listening and it ensures that you have properly understood the reason for their call.

Stage 3. Clarification

Once the assessment has been completed, it is time to provide the requested information and/or referral(s).

Even after you clarify the needs of the client, it is important to continue active listening.

Communication should not stop just because the need seems to have been identified and confirmed. In order to provide appropriate information or make good referrals, you must know the basic structure of the services available in the community and be able to properly search the resource database.

Stage 4. Information & Referral Giving

Closure occurs after contact has been made, an assessment conducted, the situation clarified, and the referrals provided.

This final stage provides an opportunity to summarize and restate to the client what has occurred during the I&R process.

Stage 5. Closure

Summary

Caller Assessment The AIRS Standards Way —

Sandra Ray, MS, CIRS - United Way of Greater Houston (2-1-1 Texas/United Way Helpline Program) —

Did you know that AIRS has a definition for assessment? If you didn’t, then this workshop is for you! We’ll discuss not only the AIRS definition, but how to view the various components of the assessment in light of the caller’s individual situation. Be prepared to apply those new skills in a small group activity.

Recommendation

Questions? Ideas? Ahas?

TAIRS (Texas Alliance of Information & Referral Services) State Affiliate

Matt Yell, 2013 TAIRS PresidentNorth Texas Area United Way1105 Holliday StreetWichita Falls, Texas 76301(940) 322-8643email: [email protected]

AIRS (Alliance of Information & Referral Systems) National Affiliate

11240 Waples Mill Road, Suite 200Fairfax, Virginia 22030(703) 218-AIRS (2477)e-mail: info@ airs.org www.airs.org

Affiliate Information

Janna Shoe, LBSW CIRSUnited Way of Greater Houston

2-1-1 Texas/United Way HELPLINE Outreach Coordinatorc/o Coastal Bend Office

3714 Topeka St.Corpus Christi TX 78411

(361) 742-5891 wk [email protected]

Thank You!

Janna Shoe, LBSW CIRS United Way of Greater Houston 2-1-1 Texas/United Way HELPLNE

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Transcript of Janna Shoe, LBSW CIRS United Way of Greater Houston 2-1-1 Texas/United Way HELPLNE