Local Community/Local Sustainability of 21-1:
Choosing a business model that works for
your community
Presented by:
Caty Jirik, Director Community Impact Management Operations & 2-1-1
Greater Twin Cities United Way
Tracey Lamberty, 2-1-1 Account Executive
Ceridian
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Agenda
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Introduction of Presenters
History of 2-1-1 in the Twin Cities
Why Change? Drivers for doing business “differently”
Five critical components in search for a vendor/partner
Developing a business plan for sustainability centered on the
AIRS Standards
• Partnership Decision
• Additional benefits to the program/community
• Ongoing Challenges
Greater Twin Cities United Way
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Why Change? Drivers for doing
business “differently”
Not prepared
for Surge Calls
Struggling
meeting AIRS
standards
Poor Reporting
Capability
Cost
Containment
Struggling with
Technology
Mediocre Call
Metrics
Greater Twin Cities United Way
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First Critical Component
1.Strategy
Greater Twin Cities United Way
• Know your
strategies – have a
multi-year
strategic plan in
place
• Tame the Beasts
(Governance)
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Second Critical Component
2.Choosing
a Partner
• Pick a partner that can
take your 2-1-1 not just
to the next level but
the highest imaginable
quality service.
• Dream BIG – Dream in
color
Greater Twin Cities United Way
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Third Critical Component
3.Parent
Organization
Roles &
Responsibilities
• Mission
• Policy
• Strategic Direction
• Brand
• Ownership
Greater Twin Cities United Way
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Fourth Critical component
4.
Preparation
Greater Twin Cities United Way
• Drive the negotiation
• Know what is important to
you
• Be prepared to walk
away
• Don’t do it on the cheap
• Make quality your priority
Not Money
• Take time – get it right
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Fifth Critical Component
5. Devil in
the Detail
(Contractual
Agreement)
Greater Twin Cities United Way
• Be clear and specific on
results
• Don’t be afraid to dive
deep into the minutia
• AIRS STANDARDS should
drive the agreement:
Accredited 2-1-1 (at
minimum)
• Protect your gold:
Database
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Develop a business plan for sustainability
centered on the AIRS Standards*
Assessment &
Referral Provision
Crisis Intervention
& Disaster
Information
Provision/Staff
Training
Follow Up
(customer
satisfaction)
Advocacy
Additional
Channels for access
Greater Twin Cities United Way
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Inquirer Data
Collection/Reporting
Data Analysis
Community Data
and Internal
service assessment
Program Evaluation
Quality Assurance
*minimum in agreement - have goals to exceed
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Leveraging Strengths
across sectors
United Way’s
choice was
Ceridian
Greater Twin Cities United Way
BONUS
• LifeWorks Division
• Call Center capabilities
• State of the Art technology
and telephony
• Capacity and Redundancy
• Organizational Resources to
be leveraged
• Excellent benefits for
employees
• Local
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Positive Outcomes for the Service
SECURITY
Technology
Secured call center area
and building
State of the art Telephony
and Scheduling Software
Reporting
United
Way
2-1-1
TEAMWORK
2-1-1 Account Executive Liason
Focus on core competencies
Partnership in adding new
services
Outreach Services
Reporting
KEY
RESULTS
TO
SUCCESS
Maintains Cost
All Performance Metrics met
High Quality
Accredited
Greater Twin Cities United Way
© Ceridian Corporation. All rights reserved.
COVERAGE
Scalability
Redundancy
Additional
resources leveraged
Additional benefits to the 2-1-1
program/community
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Opportunity for survival & growth
Focus on core competencies
Outside the box is the new normal
Walking the talk: United Way as a leader
Successfully accredited
Maintain costs
UW retains control of 2-1-1 services
– manages vendor contract
– responsible for 2-1-1 strategic direction
– built a new governance and business model
Greater Twin Cities United Way
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Ongoing Challenges for 2-1-1
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Weak statewide infrastructure
Lack of diverse funding base & stakeholders
State of Minnesota
Regional Coordination & Growth
Technology
Greater Twin Cities United Way
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Contact Information
Caty Jirik, Director Community Impact Operations & 2-1-1
Greater Twin Cities United Way
612-340-7579
[email protected]
Tracey Lamberty, Account Liaison
Ceridian
763-478-8833
[email protected]
Greater Twin Cities United Way
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