03 Dec 2-1-1 and Enterprise Text Messaging on 898211
Text message I&R services and regional community alerts are helping change the 211 landscape through increased capacity, efficiency and expanded reach to underserved populations and the ever-growing population of individuals who prefer text for their primary channel. 211s and blended sites (crisis/I&R) are finding text is quickly becoming their most important communication platform in their suite of services. PreventionPays Text and 898211 (aka TXT211) offer 211s a web-based texting platform built for 211 services and is understood as such by all mobile carriers in the US. In addition to text based I&R and regional alerts, 211s on 898211 are demonstrating increased capacity and efficiency in the following ways:
- I&R Specialists manage multiple sms encounters simultaneously
- Phone-2-Text Referrals to one or more callers
- Regional alerts to entire populations by zip code or other program keyword
- Automate triage for more qualified encounters
- Conduct fully automated follow-ups to obtain survey data and other information often required by their funders
The service can save staff time and curtail missed calls. Traditional telephone support requires a 1-to-1 responder to client ratio, whereas 898211 has demonstrated instances where a single specialist is managing 3-5 encounters concurrently. Adding text will help with declining voice call volumes because more clients are texting 211. Text will increase response times due to the unique nature of sms communication; the natural ebb and flow of sms dialogue is synergistic with the I&R service delivery paradigm. Text will also open the door to new funding sources, as we will discuss further in this post.
What does this mean to your 211?
Adding text is a simple solution that will change how your 211 contact center operates. With the addition of texting, your resources are instantly mobilized. Texting opens channels to grant dollars for government and local initiatives pertaining to group specific health programs, and disaster relief services e.g. veterans, youth, deaf and hard of hearing, and homeless to name just a few. As a backup to 911 during disasters, and a conduit for rapid communications on behalf of federal agencies like HRSA, CDC, FEMA it’s imperative 211 maximize its reach to all demographics. SMS reaches across all groups like no other communication channel and does not discriminate. PreventionPays platform increases reach to many of the most disadvantaged and difficult to reach groups. For many, their cell phone is their lifeline, the last link they have to human services. 898211 will increase responder efficiencies, while decreasing missed calls. The system further supports fully automated follow-up surveys so that 211s can collect data required by their funders without having to expend precious staff time making calls to people who don’t answer their phones. Your I&R specialists should be doing what they do best – linking individuals and their families to critical resources.
Key FAQs about PreventionPays Text Services and 898211 Tier 1 Short Code:
The Short code 898211 is provisioned as a Tier 1 meaning complete coverage across all mobile carriers in the U.S. with enhanced capacity like carrier grade message tracking and auto-retry.
PreventionPays is the only text solution that supports both two-way text dialogue and regional alerts under a single intuitive, easy-to-use dashboard.
Enhanced services include fully automated referrals via the OnDemand Utility (completely unique to the PreventionPays Platform)
Carriers have provisioned 898211 on their gateways to function in two very specific ways, as 211 I&R and 211 Disaster/Health & Safety Alerts
898211 strictly follows all CTIA and FCC guidelines with fully automated opt-in/out protocols
Customized and scalable Phone-2-Text referrals to single or multiple mobile numbers -broaden your engagement and count the work you’re doing! Every outgoing message is faithfully recorded and archived. Upload, send and analyze the beautiful data!
End user privacy is always protected with fully automated opt-in/out protocols
Message tracking and auto-retry protocols: all messages you send through 898211 will receive a delivery receipt from the carrier once the message is delivered to their client’s mobile phone. In the event that it can’t be delivered, the system will auto-retry every 5 minutes until delivery is confirmed. We remove the mystery by giving you the most accurate information attainable for A2P texting. The system keeps track of every message so that your staff don’t have to. Simple.
Not all mobile phones can call 2-1-1, but every mobile phone can send a text to 898211.
Provides a lifeline for under-served populations including youth, hearing/speech impaired, homeless and/or temporarily displaced (where their mobile phone is their only link to social services)
898211 is provisioned with inherent routing – each site is responsible for a specific set of zip codes (mirroring the structures already in place under 211 and United Way funding mechanisms)
898211 supports overlap coverage without duplicate responses!
898211 supports 211’s primary aim to provide consistent service to anyone, anywhere, anytime (text messaging is the most versatile, durable and consistent form of communication)
898211 is ideal for post disaster alerts, getting people connected with resources when it matters the most. Even when web and telephonic services are down, text messages survive the most devastating disasters, as witnessed with Katrina, Haiti, Chile and Japan. In all those cases, text was instrumental in saving lives even while the normal communication infrastructures were down.
SMS was originally created for the armed services, a small, simplistic set of characters sent and received in the most war-torn regions, a more reliable alternative to short wave radio, CB, web, or telephonic devices
898211 is registered as a 211 service with all North American cell phone carriers, and is bound by CTIA and carrier guidelines to always function according to two levels of service: Two-way I&R support and Regional Community Alerts (push, group text)
The short code, 898211 and platform “PreventionPays Text” have been chosen as the National Platform by United Way Worldwide. Currently, 898211 is used by over 50% of the 211s in the U.S. Watch the Nationally broadcasted webinar
Contact us today for a demo! Learn why text is the most critical communication upgrade for 211s! Learn why 898211 is the service of choice by providers and their funders.