Embed Size (px)
Citation preview
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
Meg StorerQuality Assurance
Coordinator211 San Diego858-300-1240
