Call Types
A caller wants the number to the animal shelter.
What is information?
These people answer calls and give referrals to social service and community service organizations
Who are Information and Referral Specialist?
A mother of 2 is looking for help paying for childcare services?
Who is Texas Workforce Solutions?
A pregnant woman with a toddler wants to know where see can find help food and nutritional education.
What is WIC?
When ending a call, you should..
What is always thank the caller and let them know that 2-1-1 services are available 24hrs a day/ 7 days a week.
Your phone rings and you hear a dial tone.
What is a disconnect ?
These individuals maintain the database and review data collected from call demographics.
Who are Resource Specialists?
A caller complains about his neighbors unkept yard and broken down vehicles parked on the street?
Who is city code enforcement?
A single dad making minimum wage is looking for housing.
What is low income housing?
Information regarding callers
What is confidential?
A caller is need assistance with paying an electric bill?
What is a referral?
This person supervises staff, maintains operational budgets and contracts for 211.
Who is the Director?
A veteran inquires about a place he can go for assistance as well as a place to socialize with other veterans in East Texas?
What is Camp V?
An elderly man want to know where to go to get fresh vegetable?
What is fresh food?
If a caller needs assistance with basic needs or you suspect they may be in danger ...
What is offer a follow up call?
A new mother is on the phone crying hysterically and tells you that she is overwhelmed and doesn't know what to do with herself or her child.
What is a crisis call?
These individuals create and enforce standards regarding Information and Referral. Centers
Who is AIRS?
An father from East Texas suspects his teenage son is misusing illegal substances.
Who is ETCADA?
An individual without health insurance is looking for medical care.
What is community clinic?
In the event of a major disaster
What is have a safety plan?
An annoying and harassing prisoner that calls multiple times that is known throughout all 2-1-1 call centers?
Who is the Bell South Caller?
These individuals oversee operations for all AIC's in the state of Texas.
Who is TIRN?
A Spanish speaking resident of Tyler would like to take English classes
Who is the Literacy Council of Tyler?
An individual in Galveston receive tremendous damage to their home and needs assistance with repairs.
What is Disaster Specific Home Repair?
Display this when talking to callers
What is empathy?