What are the operating model and requirements of a 2-1-1 call center?
Each 2-1-1 call center will be staffed by professionally trained specialists and data managers. The I&R specialists may be preparing to be certified by AIRS. They will provide “high touch” responses consisting of sensitive and confidential interviewing to determine the needs of callers. Detailed local databases provide a high tech tool for the I&R specialists to search for options meeting callers’ specific needs regarding location, language, costs, and hours of service. Callers will receive reliable and appropriate information and options about the services they seek.
