Voice Mail as an Information Network for Homeless Populations Steve Albertson Community Voice Mail National Office

National nonprofit providing free voice mail and information services to low-income, homeless and otherwise “phoneless” people in the U.S.. Fleeing domestic abuse Finding A Place to Live . Finding A Job

Phonelessness in the U.S. 115M Households 23M with Income <$10k/yr. 3M of these without phones 40,000 served by CVM per year (Not to scale)

How CVM Works CVM numbers are distributed through existing social services. Case workers utilize CVM to stay in consistent contact with clients, improving time- and cost-efficiency. (national office) HOST AGENCY Participating Agency Participating Agency Participating Agency Participating Agency Client Client Client Client

Clients 40,000 Jobs, housing, services Agencies 2,000 Homeless, jobs, health, Veterans Hosts 45 cities 23 states Local Program Local funding

Clients

40,000

Jobs, housing, services

Agencies

2,000

Homeless, jobs, health, Veterans

Hosts

45 cities

23 states

Local Program

Local funding

More Than Voice Mail Broadcast Voice/Email Messaging (clients) Single message to all clients (or segments) 1,800 messages sent in 2008 Interactive Response “ Press 4 to respond”, Survey capabilities Reach into 2,000 social service agencies Local relationship, direct reach Cost-effective communication with a hard-to-reach population that needs and wants information.

Broadcast Voice/Email Messaging (clients)

Single message to all clients (or segments)

1,800 messages sent in 2008

Interactive Response

“ Press 4 to respond”, Survey capabilities

Reach into 2,000 social service agencies

Local relationship, direct reach

The “ Phoneless ” 57% male 60% homeless or at-risk 41% unemployed 21% disabled 11% Veterans 6% DV / 4% parolees $525/mo. avg. income 40% with no income 21% have mobile phones 59% have email addresses 14% with children (avg=2) 6% with dep. adults (avg=1) 40,000 (clients) 11,000 (kids) 2,700 (adults) + + = ~54,000 people per year dependent on a phone#

Why Voice(mail) Works Oral Culture * Relationships Spontaneous Repetition/storytelling Present-oriented Print Culture Linear (“this, then that”) Primacy of time Analytical/abstract Strategize/plan ahead Empowerment through ownership Dignity (“Like everyone else”) Local trusted voice / translator * Donna M. Beegle, “Overcoming the Silence of Generational Poverty,” Oct. 2003

Oral Culture *

Relationships

Spontaneous

Repetition/storytelling

Present-oriented

Print Culture

Linear (“this, then that”)

Primacy of time

Analytical/abstract

Strategize/plan ahead

Empowerment through ownership

Dignity (“Like everyone else”)

Local trusted voice / translator

* Donna M. Beegle, “Overcoming the Silence of Generational Poverty,” Oct. 2003

Health Information Needs Free or low-cost basic health services Clinics, flu shots, HIV/AIDS, kids Emergency information H1N1, food recalls Benefits Information CHIP, Veterans Preventative/Lifestyle 53% of our clients want to receive more health information

Free or low-cost basic health services

Clinics, flu shots, HIV/AIDS, kids

Emergency information

H1N1, food recalls

Benefits Information

CHIP, Veterans

Preventative/Lifestyle

3 CVM Health Campaigns Peanut Recall Feb-2009 Partner: CDC Voice/Email Msg (one message) Blogs/Web sites Facebook 135 client voice responses H1N1 Flu Virus Apr-2009 Partner: CDC Voice/Email Msg (one message) Blogs/Web sites Facebook/Twitter 55 client voice responses HIV Testing Day Jun-2009 Partner: AIDS.gov Voice/Email Msg (two messages) Blogs/Web sites Facebook / Twitter Second Life 40 client voice responses

Peanut Recall

Feb-2009

Partner: CDC

Voice/Email Msg (one message)

Blogs/Web sites

Facebook

135 client voice responses

H1N1 Flu Virus

Apr-2009

Partner: CDC

Voice/Email Msg (one message)

Blogs/Web sites

Facebook/Twitter

55 client voice responses

HIV Testing Day

Jun-2009

Partner: AIDS.gov

Voice/Email Msg (two messages)

Blogs/Web sites

Facebook / Twitter

Second Life

40 client voice responses

What We’re Seeking “ Content” Partners Routine, high-quality information for our clients and their agencies Segmentation and syndication? Distribution Partners More communities offering CVM More “systems” providing CVM to all clients Financial Support! A cost-effective communication network

“ Content” Partners

Routine, high-quality information for our clients and their agencies

Segmentation and syndication?

Distribution Partners

More communities offering CVM

More “systems” providing CVM to all clients

Financial Support!

A cost-effective communication network

Steve Albertson Community Voice Mail National Office (206) 441-7872, x190 / salbertson@cvm.org www.cvm.org communityvoicemail.blogspot.com (blog) @cvmnational (Twitter) Thank You!