Information and Referral:
Call Center Proposal
Board of Early Education and Care
January 12, 2010
Early Education and Care System
Components : I&R Call Centers
 Informed Families and Public (FS, C, I)
 Finance (Q, FS, WF, I)
EEC Strategic Directions:
Q = Quality
FS = Family support, access, and affordability
WF = Workforce
C = Communications
I = Infrastructure
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EEC’s Current Infrastructure For Information
and Referral
At the state level, EEC provides:
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
Web based information: about licensed early education and care
programs in the mixed delivery system in multiple languages;

Web based information on choosing quality early education and care
in multiple languages;

Web based contact information for the 120 Coordinated Family and
Community Engagement (CFCE) grantees that provide a infrastructure
of supports and services for almost all communities across the
Commonwealth, and

Access to EEC staff that respond to inquiries from families and
provide linkages to regional and local resource, including CFCE
grantees.
EEC’s Current Infrastructure For Information
and Referral
At the state level:

EEC does not have the capacity to provide information and referral
services to all callers. EEC is continuing to collect date in order to
understand the demand for information and referral services.

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For the week of 1/4/10, EEC’s regional offices received and
responded to 1,004 phone calls regarding information and
referral requests, including access to the EEC waiting list for
financial assistance.
EEC’s Current Infrastructure For Information
and Referral
At the local level, EEC provides:

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Funding to support 120 CFCE grants. A primary objective of the CFCE grants is to
increase knowledge of and accessibility to high-quality early education and care
programs and services for families with children prenatal through school-age.
Two primary activities included under this objective are:

Act as local point of entry to assist families in accessing EEC financial
assistance for early education and care by placing eligible families on the EEC
centralized waiting list.

Through direct services and/or referrals, provide families with access to:
• child development information;
• high-quality, specific and up-to-date information and referrals about
early education and care and family support options and applicable
community resources;
• transition information and supports;
• assistance with meeting basic needs; and
• timely support in periods of family crisis.
Levels of Information and Referral
Currently Available by Entity
Entity
EEC Regional Offices
Telephonic IR
X (limited capacity)
Child Care Resource &
Referral Agencies
Coordinated and Family
Community
Engagement Grantees
X (in some instances)
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Face to Face IR
X (limited capacity)
X (limited basis; by
appointment)
X (limited basis)
X
X
Statewide Information
and Referral Vendor
Web Based IR
X
X
Call Center To Provide Information and
Referral Services
Due to funding reductions, EEC has been researching creative, cost efficient
ways to meet statewide demand for information and referral services.

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EOHHS and multiple state agencies (MEMA etc.) employ the use of
statewide information and referral call centers, including:
• The Massachusetts Flu Helpline
• The Mass Support Helpline
• Woman’s Health Network
• Massachusetts Men’s Health Partnership
• Massachusetts Substance Abuse Helpline
MASS 211: One Eligible Entity to Provide
Services
EEC is currently aware of at least one vendor, MA 211, that would be
able to quickly provide information and referral services statewide.
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
Mass211 continues to seek partnerships across the state to build its
infrastructure and ability to provide callers with information they
need regarding services; including early education and care.

Each year, nearly 100,000 residents used Mass211 services to get
connected to services and for answers to their health and social
needs.
 A call center, like Mass211, offers callers access to information
regarding multiple services, such as housing, crisis intervention,
health care and early education and care etc.
Call Center To Provide Information and
Referral Services
Through a competitive bid, EEC is seeking a vendor to deliver effective
and efficient information and referral services to meet the demand of
those seeking information and referral to early education and child care
services in the Commonwealth (through June 30, 2010).

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Qualified vendors would:
 provide sustainability plan to EEC to understand what
opportunities exist for partnership if funding ends on June 30th
(and would be encouraged to come in for the competitive bid
that is re-procuring these services for July 1, 2010 and beyond)
 have trained staff or provide supplemental training in order to
ensure staff have specific training in early education and care
 provide services in multiple languages
 monitor call activity and provide aggregate reports
 maintain emergency protocols and confidentiality policies
approved by EEC

provide links to EEC information on its website
Staffing
Staff:
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
Should be trained in confidentiality, establishing rapport, using listening
and interviewing skills, assessing needs in a non-judgmental and
culturally sensitive manner and making appropriate referrals.

Should provide interpretation services for non-English speaking callers.

If necessary, contract with a consultant with early education and care
experience (with EEC input) who will provide content training to allow
staff to provide accurate and complete I&R to callers on topics such as
licensing/regulations, children with special needs, teen parenting, child
development, and transitions.
CT’s Success Using a Call Center Model for
Information and Referral Services
Connecticut uses a call center model to provide information and referral
service to families:
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
All staff have a background in child development and participate in ongoing
trainings. Callers are connected to the appropriate staff; which are divided
into regional teams

Staff perform intake, answer parents’ questions, refer families to staff that
can speak to developmental concerns, identify appropriate referral
resources, help parents connect to programs and services, and help parents
apply either through the forms on the web or sending the forms to the
parents.

A website offers resources for families and professionals, including a site
that helps parents find child care, based on availability by age, region and
service type.

Trainings are provided for parents and providers and a calendar is posted
on the web and also sent out on a periodic basis.
Proposed
Timeline
Activity
Mid January 2010
EEC will post a competitive bid once/if EEC Board approves this proposal
(will still need EOE and ANF approval before effective).
Late January 2010
Bids due back to EEC; Vendor selected.
February 15, 2010
Vendor Operational
•EEC will begin information transfer and training for vendor staff.
•Vendor will provide telephone coverage via toll free telephone number.
•Vendor will contract with a consultant with Early Education and Childcare
experience who will provide enhanced content training and training
curriculum development to insure the vendor is providing the most accurate
and complete information and referral to families seeking services and
providers.
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Early February 2010
Training for early education and child care information and referral specialists
to be provided .
Early March 2010
Early education and child care information and referral services will be
provided by trained information and referral specialists who have
supplemental training in Massachusetts child care specific content.
Funding Proposal
Total Proposal = up to $150,000

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Use of up to $150,000 of ARRA funds through a
competitive bid (14 day process) to provide
information and referral services through a call
center for February 2009- June 30, 2010 to cover
costs such as information transfers, staffing,
training and outreach.