Last year, IMPACT 2-1-1 received 270,741 contacts from people seeking information and assistance, an increase of 22,700 contacts over 2015's total of combined calls, texts, chats, and online database sessions.
Despite the increased volume, the average speed to answer reduced from 5 minutes 23 seconds during the first quarter of the year, to 2 minutes 27 seconds during the final quarter.
Over ninety-seven percent of clients reported in follow-up that they were satisfied with the level of service provided by IMPACT 2-1-1.
To download the IMPACT 2-1-1 Annual Summary for 2016, click
here.
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