211 Service Delivery & Quality Assurance: Creating the Complete Package

211 Service Delivery & Quality Assurance:

211 Service Delivery & Quality Assurance:

Creating the Complete PackageCreating the Complete Package

Today’s Goal

Demonstrate the relationship between

Quality Assurance and Service

Delivery by:

1. Understanding each branch individually

2. How they work together

The Complete I&R Package

Complete the Puzzle

Puzzle Exercise

• What did you realize?

• What were your first thoughts on completing the puzzle?

• What were you feeling working in your group?

Why Separate Branches?• Ensures partnership

• Objective third party

• Safe environment

• Constant process

• Timely work load

• Cost effective

Quality Assurance

• Why is it important?

• What is monitored?

• How do we do it?

QA: Why is it important?

• AIRS Standards

• Contractual obligations and deliverables

• Customer service goals

QA: What is Monitored?

• Customer service skills

• Appropriate referrals

• Proper documentation

• Client satisfaction

QA: How Do We Do It?

• Call recording and intake monitoring

• Call calibration exercises

• Client satisfaction survey

• Review the trends with Trainer and Service Delivery

• Work with staff

Call Calibration Exercise

• Listen to a few calls

• Use the Call Monitoring Scorecard

• Discuss in your breakout group

• Prepare two items per group to share

Service Delivery

• What is Service Delivery?

• Why is it important?

• How does Training and

Quality Assurance impact

Service Delivery?

Service Delivery: What is it?

• The “end result” of Training and Quality Assurance

• Re-enforcement arm

• Front line to ensure contract deliverables are being met

Service Delivery: Why is it important?

• AIRS Accreditation

• Grants, Funders, & Contract Deliverables

• Fee for Service

Training & Quality Assurance:Impact on Service Delivery

• Consistency

• Contract deliverables

• Data, data, data

Questions?

Thank You!

Brandon DottsService Delivery and

Project Manager211 San Diego858-300-1296

bdotts@211sandiego.org

Meg StorerQuality Assurance

Coordinator211 San Diego858-300-1240

mstorer@211sandiego.org