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Florida 211 Network Provider Application and Criteria*
To be certified by FLAIRS as a
Florida 211 Network Provider, a candidate shall certify that the
organization meets all the criteria listed below.
Provide a brief narrative after each criterion listed below explaining
how it has been achieved. Documentation which must be submitted with
this application includes signed written agreements with collaborating
agencies, the AIRS accreditation application form that was submitted to
AIRS (or an AIRS accreditation certificate), a sample of an automated
telephone system data report, and a sample of a resource database
record.
If the candidate does not fully comply with any of the following
criteria, a statement that clearly delineates a specific plan and
timeframe for compliance must be provided.
1. Provides 24-hour coverage, 7 days a week either on-site or through
written arrangements with organizations for after hours coverage, that
shall be provided by personnel monitoring the 211 phone line and shall
not be answered through an answering service or answering machine
2. Adheres to the
Alliance of Information and Referral Systems (AIRS), Incorporated
Standards for Professional Information and Referral and Quality
Indicators, Version 6.0, revised January, 2009, and is AIRS accredited,
or has initiated the written application process and shall become
accredited within three years. Please attach a copy of the
completed AIRS accreditation form that you submitted to AIRS or an
AIRS accreditation certificate.
3. Has 25 percent or more of eligible staff with AIRS certification as
information and referral specialists (CIRS) or resource specialists
(CRS)
4. Works collaboratively and has written agreements with specialized
information and referral systems, which shall include crisis centers,
child care resource and referral programs, elder help-lines, homeless
coalitions, designated emergency management systems, 911 and 311
systems. Please attach signed copies of these written agreements.
5. Has an established automated information tracking system that
maintains call center data that shall include the following statistics:
call volume, number of abandoned calls, average speed of answering, and
average call length. Please attach the first page of a report from this
automated system.
6. Maintains a computerized information and referral system database
that has up-to-date information and resource data and the capacity to
collect caller information. Indicate the name and version number of the
software and the software vendor’s name.
7. Uses the AIRS/211 LA
County Taxonomy of Human Services and has incorporated the taxonomy
into its resource data base. Please print a record contained in the
resource data base that illustrates that the Taxonomy is used and attach
it to this application.
8. Publicizes 211 services through a written public awareness,
marketing, advertising, and education plan to inform the public
regarding available services
9. Provides teletyping (TTY) services for speech and hearing impaired
individuals and multi-lingual accessibility either on-site, or through
access to translators
10. Has formal agreements with clearinghouse agencies that provide
volunteer or donation management services. Please attach signed copies
of these written agreements.
11. Ensures quality of service and caller and customer satisfaction
through follow-up and written outcome evaluations
12. Shares resource database information with other Florida 211 Network
Providers
13. Tracks information on inquirer needs, unmet needs, and barriers to
services and shares this data with other 211 providers, and local and
state organizations
14. Uses a method common to all Florida 211 Network Providers to measure
and evaluate outcomes for the operation of a 211 call center
15. Submits to FLAIRS an annual report documenting the information and
referral services provided. The annual report shall include:
geographical areas served, call volume, number of abandoned calls,
average speed of answering, average call length, information on inquirer
needs, unmet needs, and barriers to services. This report shall cover
the previous year’s activities and shall follow the state’s fiscal year
from July 1st through June 30th. The report shall be due to FLAIRS on or
before August 30th of each year.
Submit Application to:
Micki Thompson,
FLAIRS President
Executive Director
211 Tampa Bay Cares, Inc.
50 S. Belcher Road, Suite 116
Clearwater, FL 33765
Phone: (727) 210-4241
mickit@211tampabay.org
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