better houston? possible
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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 Antonio - PowerPoint PPT PresentationTRANSCRIPT
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Better Houston? POSSIBLE.Essential Learning & 2-1-1 Texas: Statewide and Local Training Options
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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.
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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.
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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
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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
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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
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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
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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
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What Do We Track?
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Selecting Online Training
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Reporting Options
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Customizing a Report
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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.