Transcript Heart of Florida United Way 2-1-1

Chat and Text:
A New Way to Access I&R
What is Text?
• Text messaging, or texting, is the act of typing
and sending a brief, electronic message
between two or more mobile phones , fixed
or portable devices over a phone network.
History of Text
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1920 – RCA Communications, New York
introduced the first "telex" service.
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SMS messaging was used for the first time
on December 3, 1992
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Today, text messaging is the most widely
used mobile data service
What is Chat?
• Online chat may refer to any kind of
communication over the Internet, that offers a
real-time direct transmission of text-based
messages from sender to receiver.
History of Chat
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The first online chat system was called
Talkomatic, created in 1974 on the PLATO
System at the University of Illinois
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The first dedicated online chat service that
was widely available to the public was the
CompuServe CB Simulator in 1980,[1][2] created
by CompuServe. Ancestors include network chat
software such as UNIX "talk" used in the 1970s.
AIRS Chat Survey
• 12% of respondents currently provide Chat
but over 50% believe it is an “absolute” in the
immediate future
• Less than 15% are planning to make that move
over the next 12 months
• Software, training, best practices
April 2013, 332 respondents
Getting Management Buy-In
• Potential access to new funding
• Doing more without costing more
• Improved Stakeholder Access
Case Managers & Administrators
• Improved Client Access
Hearing / Speech Impaired
No phone / no minutes
Next Generation
Reduces perceived stigma
Managing the Paradigm Shift
• Introducing the concept to your
team
– Advance training
• Dealing with staff concerns
– Fear of technology
– Crisis intervention
– Length of interaction / multi-tasking
• Rolling it out
Recruiting & Training New Staff
• What makes a good chatter/texter?
– Open to new ideas
– Good typing skills (45wpm)
– Empathy assessment/ Emotional Vocabulary
• Best Practice
– NSPL
– ABC’s of I&R
– Shadowing & Quality Assurance
Identifying Current Staff
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Strong written communication skills
Strong typing skills
Ability to multi task
Previous experience
Professional Communication
• Use Summarization
• Reflect Feelings
• Use Clarifying
Questions
• Use Proper
grammar/spelling
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No abbreviations
No slang
No emoticons
No CAPS
No joking
Emoticons:
How Do They Make You Feel?
Chat & Text
and the I&R Process
• Greeting
• Assess client’s need
• Active Listening
• Data Collection
• Provide resources
• Closing
I&R Process: What’s Missing
I&R Process: What’s Missing
Greeting
Assessment
Minimal Data
Resources
Closing
What’s Missing?
Details Are Important
Challenges
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Multi Tasking
Response Time
Length of Chat
Language barriers
Assumptions
Crisis vs. I & R
Unable to hear client’s tone
Quality Assurance
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Self evaluation
Monitoring while chat is occurring
Reviewing previous chats
Post chat survey
Follow up with client
Crisis Chats & Texts
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Is the client alone?
Active Listening
Risk assessment
Emergency Intervention
Offer Follow Up
Active Listening
Is Emergency Intervention Possible?
• Gain cooperation from the person at
risk
• Use active listening and clarifying
questions to get the details of the
clients situation
• Take detailed notes to share with
emergency responders
Locating a Chatter
• Locate the chatter’s IP address via your chat software
• Use http://whatismyipaddress.com/ to locate the
Internet Service Provider who owns the IP address
• Reach out to the local 9-1-1 if the ISP includes a
general location
• Educate the police about
http://www.search.org/programs/hightech/isp/ that
allows them to locate the 24/7 number for all ISP’s so
they can request a location for the IP address you
gave them.
Text Beyond I&R
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Fund Raising
Volunteering
Donations
Mapping
Event Registration
Surveys
Disaster Response…….
Software
• Click and Chat
– http://www.clickandchat.com/
• Text
Tom Evans, Chief Executive
Educational Message Services
[email protected]
www.educationalmessageservices.com
Text Print Screen
Questions?
• Larry Olness, [email protected]
• Caree Jewell, [email protected]