United Way of Greater Houston

United Way of Greater HoustonThe United Way of Greater Houston – 2-1-1 Helpline has contracted with VWI to provide helpline strategic planning, business optimization and support through:


Phase one: Contact Center and Business Optimization:

  • Contact Center Assessment and Audit (including training, quality, and performance review) with recommendations and final report
  • Ensure effective, utilization and management of resources by aligning industry best practices, business decisions and community needs (including recommendations for organizational structure)
  • Evaluate quality assurance and coaching techniques
  • Facilitate implementation and execution of accepted recommendations
  • Overall assessment of Helpline’s culture and key employee morale

Phase Two: Strategic Planning – Looking to the next 3 years

  • Determine Position
  • Develop the Strategy
  • Build the Plan
  • Manage Performance

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