use enterprise texting and create a paradigm shift: outcomes, impact and new relationships
TRANSCRIPT
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
407-849-2358
Mark Kuppe, Psy. D. LP
651-251-5040
Karen Hoffmann,
414-256-4808
Judd Reynolds
208-287-1020