The 211 call center might look like your basic call center, but for those that use its services- it is a life saver. When I walked in the door I was actually surprised at what I saw. For some reason, I always had an idea that a call center was set up like a telethon- just lots of people and phones ringing off the hook. I almost reminded me of when I worked in the Admissions office in college. There were about 6 operators working and they were all dealing with different issues.
211 receives about 300,000 calls a year dealing with a variety of topics ranging from basic needs about food, clothing, shelter, and baby needs to crisis calls about domestic violence and suicide. The agency coordinating 2-1-1 here in our area, ABVI-Goodwill, also has a separate call center that has contracts with federal and state government agencies and deals with even more diverse and complex issues. And many of those call center specialists are blind or visually impaired employees of ABVI-Goodwill - what a great way for them to have a job and also give back to the community!
The trained counselors are certified by the state and are continuously developing their skills. I was able to witness several calls while I was there. It is very interesting to observe what happens in this kind of call center. The counselor took a call on a food pantry, and then on gambling addiction. Personally I don’t know how they can switch gears so well every time they pick up the phone- guess that’s why I’m just blogging about it… They are incredibly talented people.
If there ever is a time that you need non-emergency help, there will always be someone on the other end of the phone.
Working at the United Way, I personally have directed people to 211 for assistance. Every once in a while you get a call from someone who found your number on the website, who really has no idea where to turn - and I transfer them over to 211.
I know that once I hang up the phone, they are in good hands with a trained professional.
Thursday, May 24, 2007
Thursday, May 17, 2007
A Whole Day Full of Caring
You want me to be at work at what time!! This was my first reaction when I heard that I had to be at work at 6am on the United Way Day of Caring. I mean do they realize that it is an effort to try to get to work at 8am every day for me??
Then I remembered that I got to rock my really cool I keep It Real shirt for the day and witness what a caring community I live in. And if you think about it- this one day a year is pretty awesome! In and around Rochester, more than 11,000 people volunteered their time to help around the community at more than 500 different sites.
It was amazing to drive around that day, because everywhere I looked there were Day of Caring Project site signs and the black t-shirts every where!
This year, Channel 13 broadcasted their morning show from one of the project sites, and I was there to witness it (hence being at work at 6am!). The Swillburg neighborhood built a gazebo thanks to the Bank of America team. I drove by it a couple days later and it really looks great. This summer they will even host an RPO concert from this gazebo. Even our President and CEO Peter Carpino lent a hand (you see him here helping to hold the roof up!).
I personally visited a handful of project sites and it was great to be able to thank the volunteers who gave of their time to give back. Although I was exhausted at the end of the day, it was well worth it to be a part of such a great community effort.
Monday, May 07, 2007
For my grandma...
Last week I visited the Alzheimer’s Association. It was the hardest agency visit that I’ve had to do so far and there were times that I had to hold back tears. My grandmother died two years ago from Alzheimer’s.
Alzheimer’s is an awful disease that I would never wish upon my worst enemy. It is a progressive, irreversible brain disorder with no known cause or cure. Every year, more and more people are being diagnosed. In the US alone, there are 4.5 million people with this disease. The only nice thing is that there is a wonderful agency that will be with you and support the family as they deal with loosing their loved ones.
The Alzheimer’s Association offers many programs that help families deal with the disease. The one that stuck out the most to me was this really interesting project called Memories in the Making. This allows them to express themselves thru art. They will have a patient sit in front of a blank canvas with someone that they tell their story to while painting. The families often discover things about their family member that they never knew. At the end of the year, they have a big art show to display the pieces of art.
My grandma’s canvas was the piano. She played beautifully and always from memory. Whenever we went to see her, we would always ask if she would play us a song. Toward the end, she would always say, “I don’t know how to play the piano” and then break into a beautiful song. I am actually holding back tears remembering that right now.
For those that are affected by Alzheimer’s they often loose the ability to communicate, but with a project like this, it really allows them to express themselves. Check out their website for the complete list of services that they offer- http://www.alz-rochesterny.org/
Having been thru this with my grandmother, it is nice to know that there is an agency that will help you deal with this disease every step of the way. Knowing that this disease runs in my family, hopefully they will have a cure before it affects anyone else in my family. But if not, I know that I can lean on those at the Alzheimer’s Association.
Alzheimer’s is an awful disease that I would never wish upon my worst enemy. It is a progressive, irreversible brain disorder with no known cause or cure. Every year, more and more people are being diagnosed. In the US alone, there are 4.5 million people with this disease. The only nice thing is that there is a wonderful agency that will be with you and support the family as they deal with loosing their loved ones.
The Alzheimer’s Association offers many programs that help families deal with the disease. The one that stuck out the most to me was this really interesting project called Memories in the Making. This allows them to express themselves thru art. They will have a patient sit in front of a blank canvas with someone that they tell their story to while painting. The families often discover things about their family member that they never knew. At the end of the year, they have a big art show to display the pieces of art.
My grandma’s canvas was the piano. She played beautifully and always from memory. Whenever we went to see her, we would always ask if she would play us a song. Toward the end, she would always say, “I don’t know how to play the piano” and then break into a beautiful song. I am actually holding back tears remembering that right now.
For those that are affected by Alzheimer’s they often loose the ability to communicate, but with a project like this, it really allows them to express themselves. Check out their website for the complete list of services that they offer- http://www.alz-rochesterny.org/
Having been thru this with my grandmother, it is nice to know that there is an agency that will help you deal with this disease every step of the way. Knowing that this disease runs in my family, hopefully they will have a cure before it affects anyone else in my family. But if not, I know that I can lean on those at the Alzheimer’s Association.
Thursday, May 03, 2007
Don't look back!
ME, be the chair of our Internal Campaign????!!! Are you KIDDING me right NOW?! Yeah ….no thanks……..I’ll just stay right here in my comfy swivel chair in front of my computer staring at the clipping of “OUTSTANDING” taped to it. Oh, & don’t forget the furry critters sitting a top the monitor! My cubicle is filled with colorful things. Inspirational sayings about “taking risks” & “loving life”….Funny pictures & about 20 obnoxious magnets stuck to the metal filing cabinet.
I work in finance. “Yes, thank you………….I’ll process your payment!” & just quietly click away at my adding machine. Would I not be a hypocrite to decline this opportunity to be a part of a project that could be so fun? Did I, Amy E. Stern, not hang the card that screams “TAKE RISKS, ENJOY LIFE, BE YOURSELF!!!?”
Ok, so I accepted to take this project on. I gathered a handful of my friends here at work & said, “Let’s GO!!” Yeah, that “GO” light has been on for the past 2 weeks straight. I’m not creative. I’m not one of those people who come up with brilliant ideas at the snap of a finger. I got overwhelmed quick. Quicker than when I hear there’s a ½ off sale at Macy’s & I run giddily to the sale racks. I am amazed at not only myself, but those on my team. Their support & willingness to step out of their comfort zone makes me glow brighter than my Lancome flash bronzer…
I have learned a whole new level of teamwork along with seeing that working in an organization that seems sooo……low-key – could be such a blast! I mean, the Team Captain of our organization has offered to do a Starbuck’s run as a prize for one of our raffles! How freakin’ cool is THAT? We chose a movie theme for our campaign & Herb (campaign dept) dressed up as The Godfather & made us laugh so hard at the kickoff. The enthusiasm & humor has really shown in the people around me.
Isn’t that what life should be about? Teamwork, a giving heart & making people laugh in a way that makes them proud to know you?
People will never see eye to eye. There will always be disagreements – but something happened here when we all came together for a common goal. I saw people not as co-workers – but as people just like me.
Being able to be yourself at work is a feeling SO good I think it’s better than the feeling of my favorite black warm-up pants. Welllllll….maybe not. But, pretty darn close.
So did we make our $83,000 goal??? Heck yes we did! Exact number is $85, 005.00! AND we have 100% participation – which to be honest, was the most important. I would be lying if I told you it wouldn’t have mattered if we didn’t make goal. I am just so proud to be working with such an awesome group of people. I have seen the dedication among my peers through this campaign that I had never taken the time to see before. I am so glad I had the opportunity to be such a close part of our campaign.
Knowing & feeling that someone has faith in you to do something you thought you would never see yourself doing – makes you feel blessed. It has made ME feel blessed.
I am changed. After our campaign is over, I will still be processing payments and staring at my “Take a risk” card & KNOW – that I did - and loved every minute of it.
Life’s too short to isolate yourself. If we are lucky enough to be given the chance to spread our wings – step out of your comfort zone & JUMP. Don’t look back.
I work in finance. “Yes, thank you………….I’ll process your payment!” & just quietly click away at my adding machine. Would I not be a hypocrite to decline this opportunity to be a part of a project that could be so fun? Did I, Amy E. Stern, not hang the card that screams “TAKE RISKS, ENJOY LIFE, BE YOURSELF!!!?”
Ok, so I accepted to take this project on. I gathered a handful of my friends here at work & said, “Let’s GO!!” Yeah, that “GO” light has been on for the past 2 weeks straight. I’m not creative. I’m not one of those people who come up with brilliant ideas at the snap of a finger. I got overwhelmed quick. Quicker than when I hear there’s a ½ off sale at Macy’s & I run giddily to the sale racks. I am amazed at not only myself, but those on my team. Their support & willingness to step out of their comfort zone makes me glow brighter than my Lancome flash bronzer…
I have learned a whole new level of teamwork along with seeing that working in an organization that seems sooo……low-key – could be such a blast! I mean, the Team Captain of our organization has offered to do a Starbuck’s run as a prize for one of our raffles! How freakin’ cool is THAT? We chose a movie theme for our campaign & Herb (campaign dept) dressed up as The Godfather & made us laugh so hard at the kickoff. The enthusiasm & humor has really shown in the people around me.
Isn’t that what life should be about? Teamwork, a giving heart & making people laugh in a way that makes them proud to know you?
People will never see eye to eye. There will always be disagreements – but something happened here when we all came together for a common goal. I saw people not as co-workers – but as people just like me.
Being able to be yourself at work is a feeling SO good I think it’s better than the feeling of my favorite black warm-up pants. Welllllll….maybe not. But, pretty darn close.
So did we make our $83,000 goal??? Heck yes we did! Exact number is $85, 005.00! AND we have 100% participation – which to be honest, was the most important. I would be lying if I told you it wouldn’t have mattered if we didn’t make goal. I am just so proud to be working with such an awesome group of people. I have seen the dedication among my peers through this campaign that I had never taken the time to see before. I am so glad I had the opportunity to be such a close part of our campaign.
Knowing & feeling that someone has faith in you to do something you thought you would never see yourself doing – makes you feel blessed. It has made ME feel blessed.
I am changed. After our campaign is over, I will still be processing payments and staring at my “Take a risk” card & KNOW – that I did - and loved every minute of it.
Life’s too short to isolate yourself. If we are lucky enough to be given the chance to spread our wings – step out of your comfort zone & JUMP. Don’t look back.
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