"IN211 Partnership" Works Together to Respond to I&R Texts!

In early 2016, IN211 Partnership approached the PreventionPays team with one question, can we share our traffic? We said, when do you want to start? 

It's great that 211s can offer their services through more channels than the phone. With 80% of Americans texting more than they make voice calls and email, combined, it's no wonder texting has become the most important communication upgrade for 211 Contact Centers. But what happens when a text isn't answered? 211s in Indiana are working together to ensure that doesn't happen.

PreventionPays Text has lead the way developing an enterprise level website powered by a Tier 1 short code, 898211 aka "TXT211" that enables 211 Contact Centers to respond via live two-way text conversations, to requests from the public for help finding food, shelter, health services, clothing, child care, housing and so much more. How does it work? The model is simple. An end user (individuals, families) can text their 5-digit zip code to the short code, 898211. Then, their text is routed to the 211 that's responsible for calls/texts from that zip code. This model is working extremely well. In fact, United Way 211 in Atlanta (the first 211 in the U.S.) saw their text traffic go from 500 unique encounters in April 2015, to now more than 4,500 request per month!  And that number just keeps climbing! 

We believe the drastic increase is due to the expanding base of end users. More and more people who grew up texting (gen-y, millennials) are finding themselves entering the stage of their life where they need more social services. A temporary financial setback can be catastrophic without help - losing one's job results in loss of wages, which results in missed payments. What supports are available for them? Who will help them with basic needs like putting food on the table and paying rent? That's where 211 comes in. They are by nature, a help hotline for people who need help, a clearinghouse for information and referrals (I&R).

211s specialize in connecting communities to these vital resources. And they're a filter for all the predatory services like high interest personal loans and payday advances. They maintain a current database of social services and they're a critical safety net for the public - they keep people off the streets with roofs over their heads and a shirt on their backs - literally. Great, right? But what happens when the people needing the help stop using the channel 211 uses to make these connections? "Calling" 211 (as in picking up the phone and dialing 2-1-1) is becoming an increasingly foreign concept, particularly among the next-gen help-seeker that uses their smart phone for just about everything, EXCEPT placing phone calls. Who could've predicted that?! In fact text is the most used function on our phones. By contrast, making calls is 6th on that list. (source: PEW Research)

This is the cold, hard truth that 211 managers are facing, with declining numbers of calls, which grow month over month. Many 211 managers are turning to other channels to boost their numbers. And text has been the most widely used alternative. Why? It's universal. Just about everyone texts. Seniors are now texting 211. According to Pew Research, Americans 55 and under text more than they talk on the phone and email. And it's the 55 and up segment that is fastest growing.  211 can reach all groups regardless of age, gender, ethnicity. A simple, easy way to get vital information. 

The short code, 898211 is provisioned with all carriers in the United States. In fact, it's the only Tier 1 short code provisioned specifically for 211 related communications and now shared by dozens of 211s across the country. Unsure if your 211 is covered? Try it! Text your zip code to 898211! For covered zip codes, you'll get an optin message and simultaneously routed to the closest 211. For zip codes that are not yet covered, you'll get an automated bounce back, "We're sorry we don't understand your text... please only text the zip code/keyword for the program you're trying to reach or dial 211." The system is calibrated to always provide a response even when live help isn't available.

In Indiana, all six 211 sites have successfully launched texting services on 898211 with one additional component - they've agreed to join forces to create a safety net for each other! That means if you live in Indiana, your text will go to the closest 211. If the closest 211 doesn't respond to your text in 5 minutes, the other five sites have agreed to be backup and to cover for each other, in the same ways that they cover each others' phone calls when needed.  So, staff at the other sites will get an alert about the unanswered text in their neighbor's queue and then have the option to click the text and respond! Therefore, if specialists are tied up on calls, or they need to schedule an all-staff meeting, the "network" will respond when any of the individual sites cannot. This project is emblematic of where services with an online presence (web-based, SaaS) are going next. Why let a text go unanswered?  By working together on the same text service platform, these agencies are tackling a very big issue with a very simple solution.  Congratulations, Indiana 211 Partnership for being trailblazers in the I&R sector!  It's also important to note, the short code 898211, a dedicated, branded short code for 211 services, is powering these communications. The concept of sharing traffic is only made possible because everyone in the state is texting 898211 and all 211 contact centers are using the same web-based application to respond to those texts.  In early 2016, IN211 Partnership approached the PreventionPays team with one question, can we share our traffic? We said, when do you want to start? 

Want more info? Are you a 211 seeking texting services for your agency? Text DEMO to 898211 or call us at our office 805.653.6000. You may also email info@preventionpaystext.com

Are you a member of the public and need help? Text your zip code to 898211 or call 211.  Want more info about this exciting work? Visit IN211 Partnership or email info@IN211.org 

Cheryl Graham, director or United Way 211 Howard County will be sharing about their progress and strategies during a webinar on September 6, you can register here (make sure to select the September 6th option): https://attendee.gotowebinar.com/rt/2726525326567937026

Great news!  IN211 developed marketing materials to promote the new service and call to action: "text your zip code to 898211". They have generously offered to share their materials and messages with other 211s. You can view their portfolio here:   http://unitedwayhoco.org/get-help/2-1-1united-way-of-howard-county/2-1-1-marketing-materials

Have You Seen the Email from AIRS?

“Text allows I&Rs to explore innovative opportunities to push information and messages out to clients within seconds (think disaster, think public health, think appointments).”

— clive jones, AIRS

You’ve probably seen or heard a reference to the email from AIRS called “It Is No Longer All About the Calls…”

The ideas expressed in the email mark a significant shift in the way AIRS members communicate with their clients. With the rapid growth of text across all demographics (Americans under 55 text more than they talk on the phone and email) this is also an important time to learn about the crucial role of texting and how to differentiate between services and capacity. 

In fact, here at PreventionPays we are hyper-focused on making the platform more useful to contact centers. To further demonstrate our commitment to the AIRS sector, PreventionPays Text has partnered with AIRS to bring members a significant cost reduction in the standard I&R package!  Read more about our partnership with AIRS by going here: http://www.preventionpaystext.com/airs-ems-specialoffer/

Join us in an upcoming webinar or schedule a live demo today by going to:  http://www.preventionpaystext.com/contact/

If you haven’t seen the AIRS email, here it is in its entirety:

Is your I&R service answering fewer calls than two years ago?

Maybe that question reads hollow as your I&R phones seldom stop ringing but even if you are struggling to handle existing demand without more staff … there is still a fair chance that fewer calls are coming in, even if you still can’t answer them all …

However, we do know that for many I&Rs, decreasing call volume is a discernible pattern. And this should not be surprising as it reflects the reality of changing demographics and personal preferences that has been widely predicted within I&R circles.

Economic improvements might be one factor but what we are seeing is the continued shift to web-based assistance and the use of Chat and Text. Put crudely, every year at one end of the age spectrum, a percentage of I&R clients who prefer the telephone leaves our active market and are replaced at the other end of the spectrum, by I&R clients who use voice interactions far less. And as for the folks between those extremes – people like you and me – to varying degrees, phoning has become what you do when you don’t have other options.

This is something that we all know and within I&R, we need to keep translating this knowledge into actions.

This is far from a complete list of the enhancements, improvements and opportunities that make up everyone's I&R to-do list. But it is a snapshot of what every I&R should be looking at...

Website:

• It needs to be promoted as much as your phone number.
• If there is an online resource database, it should be easily found (i.e. your website either opens up on the database or it is the most central and most visible click on the page).  
• Your online database should not look like a database. It should use graphic guided searches geared to the most common needs of your community.
• You should also add extensive meta-tags to ensure it shows up in relevant Google searches
• And it must be mobile friendly

Online Chat

• You need to have it available or be moving quickly towards it.
• Many I&Rs have introduced Chat over the past 2-3 years (while some have been offering it for 5+ years). Chat is being used by all ages and all sectors. ADRCs that offer Chat find it being used by clients with disabilities and by caregivers.
• The number of I&R Chats is increasing exponentially every year.

Text

• This is the next growth area for I&R coverage.
• One 2-1-1 launched Text service early this year and now handles more than 1,500 text inquiries a month.
• Text allows I&Rs to explore innovative opportunities to push information and messages out to clients within seconds (think disaster, think public health, think appointments).
• Logically, the use of Text skews to lower income individuals (people who only have mobiles and where Text usage is the cheaper option).

Here is some information from the commercial world to consider … Texting to Surpass Phone Calls for Business Communication … and … Can I Text Your Call Center … and from a different angle, this is from Innovations for Poverty Action … and this on the ‘Art and Science of Reminders’ (and could this seem to signal a potentially new dimension to I&R follow-up?! – some I&Rs are already exploring variations of this for income tax programs).

Essentially, we need to continue to provide communities with I&R services that meet everyone’s current and future preferences.

In case you missed them the first time around, here is an AIRS website self-assessment template and an AIRS guide to providing online Chat. Going on the AIRS Networker and entering “Text” into the main search box will bring up a number of discussion threads on this topic that have been part of an active dialogue over the past year.

AIRS

United Way Talks Text at 2-1-1 Directors' Summit in Houston!

PreventionPays is "The Place to Go for Enterprise Short Code Texting"

Regardless of your age, demographic, what's the one communication channel that binds us all together like no other?  Hint: it's not a phone call, email or tweet!

When 2-1-1 Directors and United Way executives were asked the question: "How many of you have made a phone call today?  Email? Tweet?" a few scattered hands went up... then... "How many of you have texted someone today?" Almost every hand in the audience went up! At that moment It was clear to all... text is king! Now, our most utilized channel, short code texting is where contact center communication must go next to ensure their continued success and relevancy.  That message was made very clear by Caree Jewell and Larry Olness (United Way Heart of Florida)  during their riveting presentation "Why Every United Way 2-1-1 Should Have Text". From live text I&R to developing deep engagements with tailored group alerts and appt reminders, the theme at this year's summit was four simple letters... TEXT!

And now, we're offering AIRS members a special rate so that your agency can have enterprise short code texting today!  Read about our special offer for AIRS members!

2-1-1 Director?  United Way Wants You To Join "DreamUnited"!

During the conference over 100 directors in attendance were also invited to opt in to the "UWW 2-1-1 Directors' Text Project" by texting "DREAMUNITED" to 898211. By the end of the presentation we were pleased to see well over half the room had opted in!  And the good news is, if you're a director and would still like to join, you can!  simply text the keyword DREAMUNITED to 898211 and you will get a welcome message with information about the group and the kind of messages you can expect to receive. It costs you nothing and promises to be highly informative!

United Way and the team behind the presentation will be contributing content for this group. Make sure you opt in so you get the latest news about events, webinars and important plans related to the DreamUnited Vision. 

So, what's in store for DreamUnited subscribers?  Opt in to find out!

Here are a few facts about texting use rates in the US!

FACT:  Americans under 55 text more than they talk on the phone and email!
FACT:  99% of all texts are open and read in the first 5 minutes of receiving them. In contrast, 80% of all tweets are ignored.
FACT:  80% of browsing on the Internet is happening on smart phones. That means if you're not sending you're referrals and links to the mobile phone, then you're missing the mark with 8 out of 10 of your clients. 

We're so excited to be able to serve the 2-1-1 I&R sector! If you're looking to add enterprise short code texting to your contact center or nonprofit, you can text "MYTEXT" to 898211 or email us:  info@preventionpaystext.com

As always, Happy Texting!

2-1-1 Contact Centers and Enterprise Short Code Texting

It is an irrefutable fact that 2-1-1 has become an essential service. The calling for 211 ACT (which would enable 2-1-1 to receive government funding) is a crucial next step toward long-term sustainability. It is incumbent upon 2-1-1 Contact Centers to make themselves more relevant and valuable to the communities they serve, particularly as communication needs evolve.

Americans under 55 are now texting more than they make voice calls.  Gen-Y has come to expect social services be available through multiple channels. According to a recent article in Mashable, Millennials own an average of 2.5 web-enabled devices and chances are, they are texting on all of them. For reaching individuals, regional groups and specific priority groups, there is nothing more effective than text.

When phones are down, or over-burdened, text is the only communication channel that survives during disasters. The very elements that comprise a text are, by nature, resilient. In fact, SMS was first developed to help the Armed Services communicate in a safer, more secure manner in war-torn regions where communication infrastructure is compromised. During moments when every second counts, mobile phones are helping keep us all safer. Text based alerts offer the quickest, most efficient method for getting short bursts of information to entire communities in seconds.

2-1-1 has expanded into nearly every community in the US making the 211 network ideally suited for text message based alerts and resource provisioning. In the US, the use of SMS during times of catastrophe or natural disaster has proven to have an incredible impact. “Phone lines, fax, and electricity could fail and the only tool you can use is your cell phone ,” said Safe America Foundation Spokesperson, Carla Shaw. For example, during and immediately after Hurricane Katrina pummeled the Gulf Coast of the United States, SMS was the only mechanism available for much of the country to contact those in the affected areas, due to the small amount of data that is required to send a text message. SMS messages are inexpensive and easy-to-use and in recent years the mobile phones that are needed for sending and receiving them have become ubiquitous. Homeland Security published an article in 2010, “The Unprecedented Role of SMS in Disaster Response,” where they pose the question, “what if we could communicate with disaster-affected communities in real-time just days after a major disaster like the quake in Haiti?”

With 898211, the 2-1-1 network has that capacity now.  2-1-1 contact centers are uniquely positioned and skilled to provide this level of service to the communities they serve. What would 2-1-1 Based Text Alerts mean to government agencies like Homeland Security and CDC? Is the case for passing the 2-1-1 ACT strengthened with 2-1-1's capacity and reach to provide first alerts to disaster affected regions? Enterprise short code texting through 898211 offers an ideal opportunity for Homeland Security and other first alert programs to collaborate with 2-1-1 in an effort to maximize resources and utilize infrastructure that's currently available and being deployed at state and national levels.

2-1-1 contact centers already using 898211™ (Enterprise short code texting through PreventionPays Text) are revolutionizing how referrals are administered. Individuals in their communities are a text away from housing, food banks, childcare, elderly care, or any other social services that help them connect with resources. They are also setting new standards for emergency and disaster alerts, disseminating crucial, time sensitive information with pinpoint accuracy.

This capacity is currently available through 898211™ services!

In areas currently using 898211™, individuals simply text their zip code to 898211 to get immediate help with resources. 898211™ platform increases reach to many of the most disadvantaged and difficult to reach groups e.g. youth, hearing/speech impaired, homeless, and the millions of unemployed and/or temporarily displaced Americans.  898211™ increases operator efficiencies, while decreasing missed calls.  898211™ supports fully-automated follow-up triages so that 2-1-1 can collect data required by their funders without having to expend precious staff time on time-consuming followup calls. I&R Specialists should be doing what they do best – linking individuals to resources.

Key facts about 898211™

The Short code 898211™ is provisioned with every mobile carrier in the US

Carriers have provisioned 898211™ on their gateways to function in two very specific ways - 211 I&R and 211 Disaster/Health & Safety Alerts

Over 89 Million US households no longer own a land line

Americans under 55 text more than they make voice calls and email.

Not all mobile phones are able to call 2-1-1, but every mobile phone can send a text to 898211™

898211™ is ideal for post disaster alerts, getting people connected with resources when it matters the most

For more information about the 898211™ Platform, please text MYTEXT to 898211 (Standard msg&data rates may apply. Text STOP to opt out). Or call 805-653-6000.

Or visit us at PreventionPaysText

Idaho 2-1-1 Careline and Idaho Dept of Health and Welfare Secures 3-Year Contract

PreventionPays text and the 898211 suite of services will now be available to all Idaho residents. Idaho Careline acquired funding through Idaho Department of Health and Welfare for three years of sms services via the PreventionPays 898211 platform.  

Idaho joins several other states on the platform.  898211 is quickly becoming a recognizable brand related to getting help through 211.  When residents from Idaho text their 5 digit zip code to 898211, they will be routed to a resource specialist for live 2-way sms support at Idaho Careline.  If you text 898211 and you are outside one of the service areas now covered by 898211 and you wish to have this service in your community, you should contact your 211 office and request it.

898211 I&R has been a very popular method for contacting 211. But I&R is not the only service 898211 is becoming known for.  Over the past year, 898211 has been used for outgoing alerts to help homeless families find shelters during the recent cold weather that spread across the county, alerts to promote family nutrition, alerts for health services/resources related to the ACA, alerts to help build awareness about the risks of binge drinking on college campuses, tailored educational texts to promote breastfeeding among low income moms and so, so much more. 

We are delighted Idaho Careline selected PreventionPays text for their sms communication needs!

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898211 is a fully provisioned Tier 1 short code with all mobile carriers in North America. 898211 or TXT211 is specifically designed for I&R services and health & safety alerts to communities. 898211 is the only short code in the US provisioned for texting specific to 211 services.