Phone Center
The Phone Center staff provides an important, interactive service to clients who call 2-1-1 San Diego looking for information they need. Callers speak directly with Information and Referral Specialists who assess the callers' needs, and then provide appropriate referrals to agencies that can adequately assist the client. Utilizing the information gathered by the Resource Center, the Phone Center staff has the means to refer callers struggling with a variety of issues, including legal assistance, shelter and food needs, counseling, parenting support, and volunteering opportunities.
Staff Size
Since the launch of
2-1-1 San Diego on June 30, 2005, the phone center has continued to increase its staff of Information and Referral Specialists to meet the growing needs of the community. The Phone Center now has a staff of 20 which includes bilingual members. Additionally, staff can access 150-plus languages with the assistance of a language line that specializes in translation, answer more than 125,000 calls a year, and provide follow-up on two to three percent of cases that come to
2-1-1.
Training
Each staff member is thoroughly trained through an intensive training program, based on the national standards and certification process provided by the Alliance for Information and Referral Systems (AIRS).
Assessment
Phone Center staff not only provide callers with answers to questions, but also listen attentively and respectfully to each and every client and conduct an assessment to make appropriate referrals and identify additional needs.
