211 Regional Call Center Operational Requirements

• Computerized Information and Referral (I&R) database with call tracking capability.

(a) Must be relational for the ability to share data.
(b) Should have specific staff employed for Information and Referral database maintenance.
(c) Should have structured routine for updating Information and Referral database information.

• 24 hours by 7 days accessibility for callers to connect directly with an information specialist in live time, either at agency or ability to collaborate with another agency for after-hours coverage.
• Ability to put into place an interactive web application.
• Ability to measure all access points to call center information, i.e. telephone calls, web hits or directory requests.

(a) Access to telephone reporting system either on own switch or through local and long distance telephone companies.
(b) Employ the use of a web site reporting system.
Automated Call Distribution (ACD) capability or the ability to upgrade to one.

• Teletypewriter (TTY) and multi-language accessibility either on site or through access to translation services.
• Must employ a structured training curriculum, e.g. ABC's of Information and Referral.
• Must be accredited by the Alliance of Information and Referral Systems, Inc., or have an active application pending.
• Appropriate staff to call volume ratio (formula to be developed). (e.g. 1 Full Time Equivalent (FTE) for every 3,500 calls annually.)
• Ability to publicize 211 services and to educate the public on an on-going basis.
• Ability to handle crisis calls on site or linkage through protocol with a local crisis center.
• Ability to handle volunteer/donation request calls or linkage through protocol with an appropriate clearinghouse agency.

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