Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

THE NEXT EVENT STARTS IN: 8 DAYS - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

News : Framingham Resident Eileen Davis Named VP of Mass2-1-1

#contactcenterworld

Framingham, MA, USA, Feb, 2018 -- After successfully growing the Call2Talk crisis line into a statewide resource, Eileen Davis is preparing for the next big step in her career.

Davis, who launched Call2Talk for the United Way of Tri-County, will take over in April as vice president of Mass2-1-1, a referral hotline that connects callers with heating assistance, shelter, food programs and other services.

Davis, a longtime Framingham resident, recently discussed her background and hopes for the 2-1-1 program, which is also based in the city:

Getting her start: "Most of my professional experience has been in crisis center management," said Davis, who began volunteering at a crisis hotline soon after she moved to Framingham in 1986. "It was just a way to connect and get familiar with the area," she recalled, adding that she could empathize with callers feeling isolated and lonely as a newcomer to the area.

Davis stayed in the field, and when the United Way of Tri-County identified a gap in mental health services in Framingham, she designed Call2Talk as a means to fill it.

Ring2 Dashboards & Wallboards Free Trial

What is Call2Talk? The service, now more than four years old, provides confidential support to callers around the state who are in distress or at risk of harming themselves. Davis recruited volunteers and launched the service in December 2013. Since then, it has grown from fielding five calls its first month to more than 40,000 per year.

"They’re looking for emotional support," Davis said of the callers, "someone to really listen to them. To validate their feelings, to feel their pain." Callers in distress also develop a safety plan, helping them guide their actions after they get off the phone.

Call2Talk is now part of the National Suicide Prevention Lifeline, a network of crisis centers linked by a single telephone number. Call2Talk also merged with Mass2-1-1 last year, providing a means for residents to easily be referred to mental health and suicide prevention services when they call the 2-1-1 system.

Moving to Mass2-1-1: Operated by United Way affiliates across the state, the 211 service links together myriad services. Its database includes some 25,000 records — everything from county food banks to shelters and state assistance programs.

Phone workers help callers sort through the options, searching by geography, type of service, hours of operation and a host of other criteria. The database of 211 referrals is also accessible online at mass211.org. The website is heavily used, but the ability to call and speak to someone is vital for many residents, Davis said.

"Lots of times people do actually want to talk to somebody ..." she said, "and that’s why the phone calls are just so important. Sometimes people don’t really understand how to start the process, how to navigate the search, or how to know what they need in the first place, or that the services exist."

Plans for the future? While it’s more than 10 years old, Mass2-1-1 is still unknown to many people in the state. As the next vice president, Davis said she hopes to reach more people in need of help.

"I really want to grow the awareness and make everybody educated about it," Davis said, "whether they need it for themselves or someone they care about as well. ... With that will come growing the capacity of internally being able to respond to all of those people that increase demand on the system as well."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.metrowestdailynews.com


Today's Tip of the Day - Maintaining Customer Notes

Read today's tip or listen to it on podcast.

Published: Wednesday, February 21, 2018

Printer Friendly Version Printer friendly version

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =