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Community Voice Mail :A Link for the Disconnected
Community Voice Mail :A Link for the Disconnected
TOP Networks for People Conference6 December 2001
Jennifer Brandon, Executive DirectorCommunity Technology Institute
TOP Networks for People Conference6 December 2001
Jennifer Brandon, Executive DirectorCommunity Technology Institute
COMMUNITY TECHNOLOGY INSTITUTE
CVM Federation2001
Seattle
Yakima
Bellingham Whatcom County
Spokane
VancouverClark
County
Los Angeles
Houston
Boston
Phoenix
New York City
San Diego
Twin CitiesMinn/St Paul
Albany
RaleighWake
County
Detroit
Hampton RoadsMemphis
Shelby County
New Orleans
PortlandSalem
San Francisco
San JoseSanta Clara
County
Atlanta
Eugene Lane County
Chicago
Toledo
WilmingtonNew Castle
County
Philadelphia
Bermuda
Chattanooga
St Petersburg
Island County
Tacoma
Cleveland
SpringfieldPioneer Valley
EverettSnohomish
CountyNorth Central Wa
Aiken County
Skagit County
Halifax Nova Scotia
What is the need?What is the need?
More than 5 Million American households are without telephone service
Public payphone rates have doubled in most regions
Estimated 30,000 people are connected to CVM every day
More than 5 Million American households are without telephone service
Public payphone rates have doubled in most regions
Estimated 30,000 people are connected to CVM every day
COMMUNITY TECHNOLOGY INSTITUTECOMMUNITY TECHNOLOGY INSTITUTE
Touching lives by keeping people in touch...
How Community Voice Mail works:
Participating AgencyDirect Service Provider
Selects-enrolls clientsProvides Intake / Outcome Information to Host
Participating AgencyDirect Service Provider
Selects-enrolls clientsProvides Intake / Outcome Information to Host
Participating AgencyDirect Service Provider
Selects-enrolls clientsProvides Intake / Outcome Information to Host
Host AgencyCoordinates CVM in community
Provides CVM numbers to Direct Service ProvidersCollects Outcome Information
Community Technology InstituteCoordinates CVM Federation – Provides Technical Assistance – Defines Best Practices
To move to next slide – strike any key
COMMUNITY TECHNOLOGY INSTITUTECOMMUNITY TECHNOLOGY INSTITUTE
Touching lives by keeping people in touch...
• Employers• Social Services• Case Managers• Welfare-to-Work • Health care• Job Counselors• Employment Agencies• Housing programs• Landlords• Shelter services• Safe communication• Chem-Dependency Treatment
Community Voice Mail connects the “phoneless” to:
• Emergency Services• Supportive Services• Social Workers• Job Clubs• Child Care providers• Schools• Training programs• Support networks• Probation officers• Family and friends
To move to next slide – strike any key
Client OutcomesClient Outcomes
40253793
2088
5295
5862
2481
6500
6004
2965
0
1000
2000
3000
4000
5000
6000
7000
80007692
3017
6751
1997 1998 1999 2000Found Housing Found Employment Received Safe Communication
CVM Evaluation Goals Obtain information from CVM users on
helpfulness and user patterns.
Obtain information from CVM social service providers on the helpfulness of the voicemail system for communicating with their clients and on the service guidelines used to distribute the CVM service.
Engage in a learning process regarding CTI’s role in evaluation of CVM Federation sites from a national perspective.
CVM Evaluation Goals Obtain information from CVM users on
helpfulness and user patterns.
Obtain information from CVM social service providers on the helpfulness of the voicemail system for communicating with their clients and on the service guidelines used to distribute the CVM service.
Engage in a learning process regarding CTI’s role in evaluation of CVM Federation sites from a national perspective.
HIGHLIGHTS: PROVIDERSHIGHLIGHTS: PROVIDERS 189 Provider Sheets Returned
“How helpful is CVM to you for providing information to your clients?”
189 Provider Sheets Returned
“How helpful is CVM to you for providing information to your clients?”
CHART 1Helpfulness to Provider
1%13%
66%
14%
0%
20%
40%
60%
80%
100%
Not Helpful SomewhatHelpful
Very Helpful Don't use tocontactclients
Pe
rce
nt
of
Su
rve
ys R
etu
rne
d
HIGHLIGHTS: CLIENTSHIGHLIGHTS: CLIENTS
689 Client Surveys Returned
“How helpful has your voicemail been…?”
78% Very Helpful in Job Search (N=577)
68% Very Helpful in Housing Search (N=447)
72% Very Helpful in Medical/Health Care (N=434)
69% Very Helpful in Child Care/Services (N=179)
91% Very Helpful in Safe & Private Place (N=623)
689 Client Surveys Returned
“How helpful has your voicemail been…?”
78% Very Helpful in Job Search (N=577)
68% Very Helpful in Housing Search (N=447)
72% Very Helpful in Medical/Health Care (N=434)
69% Very Helpful in Child Care/Services (N=179)
91% Very Helpful in Safe & Private Place (N=623)
HIGHLIGHTS: CLIENTSHIGHLIGHTS: CLIENTS
Reasons Users Like CVM
29%
44%
45%
46%
47%
62%
6%
2%
0% 20% 40% 60% 80% 100%
Helps me get social services
Helps me stay in contact w/friends&family
Helps me keep my situation private
Helps me present professional image
Helps me feel stable during this time
Helps me get job or housing
Other
None
• 689 Client Surveys Returned• 689 Client Surveys Returned
HIGHLIGHTS: CLIENT MSGSHIGHLIGHTS: CLIENT MSGS
The majority of the responses clearly indicated that these users find their voicemail very helpful, useful, and/or important (95%).
Several of the respondents also described using their voicemail to:
Look for work (95%)
Look for housing (55%)
Coordinate medical appointments (11%)
Stay in contact with family and friends (5%)
Have safe and private communication (3%)
The majority of the responses clearly indicated that these users find their voicemail very helpful, useful, and/or important (95%).
Several of the respondents also described using their voicemail to:
Look for work (95%)
Look for housing (55%)
Coordinate medical appointments (11%)
Stay in contact with family and friends (5%)
Have safe and private communication (3%)
HIGHLIGHTS: CLIENT MSGSHIGHLIGHTS: CLIENT MSGS
907 Client Responses to Broadcast Msg
CVM and Homelessness “I was in the YWCA family shelter for two years and I am
in an apartment now…so it did help me get housing, also look for work, get appointments and services for my son. I’m going off the service soon. Call me if I can help publicize.” (Boston)
CVM and Employment “The voicemail has been extremely helpful without it I
wouldn't have been able to get messages from employers or anything like that and I just got a job today so thank you. (Wenatchee)
CVM and Safety “CVM has helped me a great deal. I got the number
when in shelter and it helped to keep me and my child safe. I’m going through a child support case and it’s important that the lawyer can leave me message. Good for doctors appointments too. Truly awesome. Thank you.” (Twin Cities)
907 Client Responses to Broadcast Msg
CVM and Homelessness “I was in the YWCA family shelter for two years and I am
in an apartment now…so it did help me get housing, also look for work, get appointments and services for my son. I’m going off the service soon. Call me if I can help publicize.” (Boston)
CVM and Employment “The voicemail has been extremely helpful without it I
wouldn't have been able to get messages from employers or anything like that and I just got a job today so thank you. (Wenatchee)
CVM and Safety “CVM has helped me a great deal. I got the number
when in shelter and it helped to keep me and my child safe. I’m going through a child support case and it’s important that the lawyer can leave me message. Good for doctors appointments too. Truly awesome. Thank you.” (Twin Cities)
COMMUNITY TECHNOLOGY INSTITUTECOMMUNITY TECHNOLOGY INSTITUTE
Jennifer BrandonExecutive DirectorCommunity Technology Institute(206) 441-7872 ext 175Email: [email protected]
Roderick MillsCommunity Technology InstituteProgram Manager(206) 441-7872 ext 190Email: [email protected]
CVM FederationConnecting thousands of people every day
For more information, contact:
PO Box 61385 • Seattle, WA 98121 Email: [email protected]: (206) 441-7872 Web:
http://www.cvm.org
PO Box 61385 • Seattle, WA 98121 Email: [email protected]: (206) 441-7872 Web:
http://www.cvm.org
Or visit us on the Web:
www.cvm.org
Click on hyperlink to reach contact or strike any key to end slide show