United Way of Connecticut: transforming crisis line operations with ReflexAI

For organizations like United Way of Connecticut, every call to their 211 and 988 lines represents an opportunity to provide life-changing support. Whether helping a family find shelter, connecting someone with mental health resources, or providing critical information during a natural disaster, United Way of Connecticut’s responders must be ready to handle a wide range of complex situations and do so with precision, empathy, and efficiency.

In 2023, United Way of Connecticut began partnering with ReflexAI to enhance their team’s ability to meet increasing demand while maintaining high-quality service. Here’s how ReflexAI helped transform their training processes, allowing them to better serve their community while reducing responder burnout.

United Way of Connecticut’s 211 and 988 lines handle millions of calls annually, serving as a vital resource for individuals across the state. But as the demand for services grew, United Way of Connecticut faced challenges that are familiar to many 211 and 988 centers:

• Scaling Training Effectively: With new responders joining regularly and an increasing need to upskill existing staff, it was difficult for training programs to keep pace.
• Maintaining Consistency: Ensuring every responder adhered to best practices and communicated empathetically was challenging to manage at scale.
• Responder Burnout: The emotional toll of the work, combined with operational inefficiencies, was taking a toll on the team’s morale and well-being.

United Way of Connecticut partnered with ReflexAI to implement its AI-powered Roleplay Simulations for training. These simulations addressed United Way of Connecticut’s challenges in the following ways:

• Enhanced Training with AI Roleplay Simulations: ReflexAI’s simulations allowed responders to practice real-world scenarios in a low-pressure environment. The AI-driven system adapts to responder actions, providing nuanced feedback and coaching to improve skills like empathy, de-escalation, and problem-solving.
• Improved Responder Well-being: By reducing operational inefficiencies and providing better training, United Way of Connecticut saw a decline in responder burnout and increased staff retention rates.

The partnership between United Way of Connecticut and ReflexAI yielded measurable results that underscored the value of AI-driven training. These changes impacted not just the responders but also the individuals and families who rely on their services daily.

• Call Resolution: Call resolution improved as responders became better equipped to handle complex situations effectively and efficiently.
• Responder Confidence: Responders reported feeling more prepared to address challenging calls after completing ReflexAI’s simulations.
• Training Efficiency: Reduced onboarding time for new responders by 41%, allowing United Way of Connecticut to scale their team more effectively and respond to increasing demand.

• Higher Quality Service: Callers experienced more empathetic, informed, and effective interactions, leading to higher satisfaction and better outcomes.
• Community Impact: United Way of Connecticut’s ability to connect callers more efficiently to critical resources directly improved the lives of thousands of Connecticut residents who needed help with housing, mental health, or crisis intervention.

How ReflexAI supports 211 and 988 centers

Scaling training effectively: For many centers, keeping training programs effective and scalable is a constant challenge. ReflexAI’s Roleplay Simulations offer a practical solution. These AI-driven scenarios provide responders with opportunities to practice handling real-world situations—from de-escalating crises to navigating sensitive conversations—all in a controlled environment. This type of training reduces onboarding time and ensures responders are ready to perform at their best when faced with live calls.

For United Way of Connecticut, this meant new responders could hit the ground running while experienced staff continued to refine their skills. The result? A team that’s more confident, better prepared, and able to adapt to the evolving needs of their community.

Driving operational excellence: Operational efficiency is critical for centers handling large call volumes. ReflexAI’s training platform empowered United Way of Connecticut to implement a more interactive training that was nonetheless standardized, and effective training, ensuring that every responder received consistent, high-quality preparation.

For United Way of Connecticut, this implementation translated into noticeable improvements in caller satisfaction and call resolution rates. By addressing issues proactively during training, they built a more consistent and effective service experience, a goal shared by 211 and 988 centers nationwide.

Supporting responder well-being: Responder burnout is a continued challenge in crisis line work. United Way of Connecticut’s partnership with ReflexAI not only improved operational outcomes but also addressed this critical issue head-on. By streamlining training and equipping responders with the tools to succeed, United Way of Connecticut reduced the daily pressures on their team. Responders felt more confident in their abilities, translating to greater job satisfaction and a healthier work environment.

For other centers, this highlights the importance of investing in tools and processes that prioritize the well-being of staff. After all, a supported and motivated team is essential for delivering high-quality service to those in need.

By embracing innovative solutions like ReflexAI, United Way of Connecticut has set a new standard for excellence in crisis line operations. Their journey demonstrates how technology can enhance both the quality of service and the well-being of responders, ultimately enabling organizations to better fulfill their mission of helping those in need.

For 211 and 988 centers considering similar improvements, United Way of Connecticut’s success provides a compelling case for why now is the time to invest in AI-driven training. The challenges are real, but the solutions are within reach.

Are you ready to transform your crisis line operations? Contact ReflexAI today to learn more about how our tools can help your team thrive.