2-1-1 Northwest Florida team among the best

Mike Martin
United Way’s local five-person 2-1-1 Northwest Florida team was honored with highest quality assurance over 20 other 2-1-1s from across the nation.

The Quality Assurance program uses a paid third party to conduct secret calls each month and scores them using 42 distinct items. In competition with call centers containing staffs of over 180, 2-1-1 Northwest Florida scored highest among those who participated.

As a free, confidential informational and referral service, 2-1-1 Northwest Florida ensures that our community’s callers receive superior service from its specialists. Third party callers specifically commended 2-1-1 for its outgoing and on-hold messages.

Amanda Crabtree, Director of 2-1-1 Northwest Florida, praised the team further. “I am extremely proud of our team at 2-1-1. They work hard to connect our callers with the community resources that may meet the caller’s need and to provide a top quality service.”

By receiving national recognition as the top performer in quality assurance testing, 2-1-1 Northwest Florida distinguishes Escambia County as a leader in customer service that other nationwide 2-1-1s are encouraged to follow. In fact, Crabtree reports that several 2-1-1s in Florida have reached out to her in order to learn best practices. United Way of Escambia County congratulates these talented and dedicated 2-1-1 Information and Referral Specialists for their service to local citizens in need.

“I am honored to add my congratulations to 2-1-1 Northwest Florida,” said Deborah Moore, United Way’s Advocacy Chair/2-1-1 Chair.

She expressed her appreciation of the hard-working team, noting that the recent success was “. . . an even more remarkable achievement considering the size of our staff compared to others.” Moore said, “Our team handles customer service regardless of the crisis with unwavering dedication. The recognition is well deserved.”

To get connected with community resources and information 24/7, dial 2-1-1 or visit 211nwfl.org.