Text and Chat Quality Assurance Measures

Ask anyone what they do for quality assurance for their frontline Community Resource Specialists, and they’ll start sharing how they listen to calls (live or recorded), monitor what is said —and what isn’t —and provide feedback. Now, ask those same quality assurance staff how they monitor text and chat, and you may get a blank stare. The reality behind monitoring text and chat is that it is not much different from monitoring a phone call, yet the tools you’ll use are different. It requires an understanding of the two communication platforms at your agency, as well as the skills of the people who use them. Kim Story, Quality and Training Specialist at Council of Community Services, 2-1-1 Virginia, will share her processes and experiences about monitoring text and chat. A bonus hearing from Kim? She’s also a Call Reviewer for Inform USA’s accreditation process. She’ll be able to share her knowledge and experience from that perspective, too.

In this webinar, you’ll learn:

• Understand why monitoring text and chat is critical to your program.

• Discuss how to apply your current monitoring tools to text and chat platforms.

• Explain the differences between monitoring phone calls and text/chat messages so your staff understand the focal points.

  • Discuss how time factors into text/chat monitoring

  • Discuss how grammar affects quality

• Hear from an experienced quality assurance specialist about processes you can adapt today.

Kim Story 

Kim is a well-seasoned Community Resource Specialist and Quality & Training Specialist for 211 Virginia- Council of Community Services.  She creates and implements training to meet the organizational needs, ensuring alignment with Inform USA Standards. She is also responsible for training recruits to become Community Navigators and for providing monthly training to existing staff to broaden their knowledge. She reviews and provides feedback through evaluations on calls, text, chat, and provide input with both 211 Virginia and Inform USA.

Kim is passionate about helping those in need. Being a Community Resource Specialist allows her to help directly by providing referrals. Being a call reviewer enables her to ensure that communities' needs are being met through evaluations.