1 / 19

211 Service Delivery & Quality Assurance:

Understand the relationship between Quality Assurance and Service Delivery, how they work together, and their importance in ensuring efficient and effective service. Includes a puzzle exercise and discussion on separate branches, QA monitoring, call calibration, and the impact on service delivery.

rstegall
Download Presentation

211 Service Delivery & Quality Assurance:

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. 211 Service Delivery & Quality Assurance: Creating the Complete Package

  2. Today’s Goal Demonstrate the relationship between Quality Assurance and Service Delivery by: • Understanding each branch individually • How they work together

  3. The Complete I&R Package

  4. Complete the Puzzle

  5. Puzzle Exercise • What did you realize? • What were your first thoughts on completing the puzzle? • What were you feeling working in your group?

  6. Why Separate Branches? • Ensures partnership • Objective third party • Safe environment • Constant process • Timely work load • Cost effective

  7. Quality Assurance • Why is it important? • What is monitored? • How do we do it?

  8. QA: Why is it important? • AIRS Standards • Contractual obligations and deliverables • Customer service goals

  9. QA: What is Monitored? • Customer service skills • Appropriate referrals • Proper documentation • Client satisfaction

  10. 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

  11. 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

  12. Service Delivery • What is Service Delivery? • Why is it important? • How does Training and Quality Assurance impact Service Delivery?

  13. 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

  14. Service Delivery: Why is it important? • AIRS Accreditation • Grants, Funders, & Contract Deliverables • Fee for Service

  15. Training & Quality Assurance:Impact on Service Delivery • Consistency • Contract deliverables • Data, data, data

  16. Questions?

  17. Thank You! Brandon Dotts Service Delivery and Project Manager 211 San Diego 858-300-1296 bdotts@211sandiego.org Meg Storer Quality Assurance Coordinator 211 San Diego 858-300-1240 mstorer@211sandiego.org

More Related