911 receives millions of calls a year, including many that aren't actual emergencies. Which is why 211 was created. 211 information reaches 82% of the US, concentrating on health and human services dispatching.
For this segment, on 211's 6th anniversary, Laura Zink Marx, New Jersey 211's Executive Director, talks about the partnership, which was created through United Way Metropolitan of Atlanta and Alliance of Information and Referral Services to have a single point of entry for people's health and human service based needs. Laura discusses the various challenges that came with tackling health and human services, both over the phone and on the web. She also discusses how 211 perfected the management of their data and survey information.
Want to learn more about government run call centers? Watch Dona Cage address the latest government contact center trends.