use enterprise texting and create a paradigm shift: outcomes, impact and new relationships

Use Enterprise Texting and Create a Paradigm Shift:OUTCOMES, IMPACT AND NEW RELATIONSHIPS

Two Way Texting How it works!

Opt-in request

Key word

permiss

ion/cons

ent based

system

HFUW 2-1-1 Send your zip code to 898211

Keyw

ord

sent t

o

short

code

Acknowledged

How it works! “Thank you for

texting United

Way 2-1-1…a

specialist will

text you

shortly” automatic

message

“Thank y

ou for

textin

g Unite

d

Way

2-1

-1…

a

specia

list w

ill

text y

ou

shortl

y” Acknowledged

How it works!“Thank you

for texting

2-1-1. How

can I help?

Live two-

way

“Thank you

for t

exting

2-1-1

. How

can I

help?

Acknowledged

How it works!

Do you

have

info

rmat

io

n on c

hild

care

?

Do you have informatio

n on child

care?Acknowledged

The User Interface

Looks like an email in-box

Automated Texting How it works!

Keyw

ord

sent t

o

short

code

Opt-in request

Key word

permiss

ion/cons

ent based

system

HFUW 2-1-1 Send UCF2018 to 898211

How it works!“You have

joined the HFUW

Going to College

Project…”

scheduled

automatic

messages

“You h

ave

join

ed the

HFUW G

oing to

College

Proje

ct…

”

Paradigm Shifts

What are my core impact areas?

What do you want short code texting to do for your organization?

What populations is my organization NOT reaching?

What challenges is my organization facing right now?

Time to THINK

United Way 2-1-1Education, Income and

Health

Going To

College

EITC / Bank On

Developmental Milestones

Going to College

Complex, task heavy process

General and school specific messaging

Pilot - YMCA Achievers

50 students

Going to College - Outcomes

46 Individuals opted in to tracks for 23 different schools

“Without the text I received I would have missed the deadline to register for the SAT”

EITC / Bank Onmymoney

Provided information and referrals through messaging and hyperlinks

Lighten the 2-1-1 load

95 Unique users

Developmental Milestones

Partners

Content development

Target audience / outreach plan

Canvas Health

Canvas Health, a Community Mental Health Center in Minnesota that provides 24/7 crisis call and suicide prevention services statewide.

Canvas Health uses Enterprise Short Code Texting to engage with youth with expressed needs.

• Txt4Life

Enterprise texting platform permits data capture easily

Markers can be pre-set for easy collection during two-way text communications

Data Markers

The Texting platform allows for the creation of as many data markers as you may wish

Outcomes

• 18 to 25 out of 3,000 calls a month from adolescents on our NSPL line went to 400 texts a month for just 7 Counties.

• Reaching youth in isolated areas that have never sought help previously. 50% of texters

• It has been so successful that the Minnesota legislature wanted to make this available to all Minnesotans. Allocated annual funding.

• 2013 Txt4Life reached over 3800 individuals in crisis through our 61222 short code.

• Completing research to submit to NREPP of SAMHSA.

• Similarities with I&R

Resources and information are routinely sent to our visitors using the automatic features of the texting platform

• Challenges

Work on strategic deployment and broader regional dissemination – we now have to go Statewide.

Convincing some local law enforcement that these crises are real.

Our intimate outreach methods have recognized consequences as well as successes with service delivery - State staff still believe face to face is the only way to deliver crisis services.

Online dissemination of services results in differing expectations than those whom have been directly engaged.

• Dedicated short code texting and scaling opportunities

• Enterprise Short Code texting has changed our service delivery

Laura Weber, Crisis Connection Site Manager says,”…we have tried for many years to help youth by phone but it wasn’t until texting became available did we start to see this incredible need they have for help. There is rarely a day now when we are not responding to several youth texters”

The fastest growing cohort of texters are people ages 21-30 of low to moderate income. Pew 2013

IMPACT 2-1-1Implemented in September 2013

Month TotalSeptem

ber 9October 114Novemb

er 50Decemb

er 65January 114Februar

y 60March 44April 49May 41Total 546

Awareness

IMPACT 2-1-1• Comments from Bob Waite, Director of

Impact 2-1-1

“We do want to move forward more aggressively with promoting the text service to our communities. We have gotten good feedback from customers who are using it.”

“We are the largest provider of substance abuse assessment in the state. There are a lot of possiblilities we can employ related to that work.”

Feedback from IMPACT 2-1-1 Staff

Benefits of text messaging:

• This might feel more ‘safe’ to customers with difficult or delicate issues.

• More options = More customers = We connect more people with the help they need.

• We’re not tying up the phone lines, we can assist more than one client at a time, and the clients are getting their needs met in an efficient manner.

Feedback from IMPACT 2-1-1 Staff

Benefits of text messaging:

• Customers can communicate while they are in public. Preserves their dignity.

• Don’t have to “hide” to have a personal “conversation.”

Feedback from IMPACT 2-1-1 Clients

• A caller was extremely relieved that we were able to text the shelter numbers to him because he was walking and had nothing to write with and no one around him to ask.

Contracting for Enterprise Short Code Texting

• Three month process

• Sole Source

• Texting platform uniqueness

Enterprise Short Code Texting ( Resource Delivery by Text )

• User Friendly / text formatting feature

• Searchable permanent record for reports

• Applications for callers (relieves the burden)

Text AIRS

to 898-211

Contact Us

Caree Jewell, LMHC

Caree.jewell@hfuw.org

407-849-2358

Mark Kuppe, Psy. D. LP

mkuppe@canvashealth.org

651-251-5040

Karen Hoffmann,

khoffmann@impactinc.org

414-256-4808

Judd Reynolds

reynoldj@dhw.idaho.gov

208-287-1020