2-1-1 INFORM USA ACCREDITATION:
Results, Strengths, + Continuous Improvement

FROM THE CEO:

“Committed to serving our community”

To our community,

At LifeWays, we are committed to ensuring that individuals and families can access the information and resources they need, when they need them. One of the ways we uphold that commitment is through our partnership with the Central Michigan 2-1-1 program, which connects people across our region to critical health and human services.

We are proud to share that Central Michigan 2-1-1 has successfully completed its Inform USA accreditation, earning a five-year accreditation—a strong affirmation of the quality, reliability, and impact of this essential service.

This accreditation process is comprehensive, evaluating multiple areas including call handling, database accuracy, community engagement, and operational practices. The results reflect a program that is well-trained, highly collaborative, and deeply committed to serving the community, even in the face of increasing demand and limited resources.

Reviewers highlighted the strength of our team, the quality of our resource database, and the meaningful role 2-1-1 plays as a trusted community partner. They also recognized the dedication of staff who provide compassionate, responsive support to individuals seeking help.

As with all assessments, the process also identified opportunities to continue strengthening the program—particularly around staff support, system navigation, and managing growing call volumes. We are committed to addressing these areas through ongoing improvement efforts.

Transparency remains paramount in all that we do. We are proud to share these results and insights openly as part of our commitment to accountability and continuous improvement.

Thank you for your continued trust in LifeWays and in the services that connect our communities to the support they need.

ACCREDITATION RESULTS

Central Michigan 2-1-1 successfully completed its Inform USA accreditation review, which evaluated performance across multiple core components of information and referral services.

  • Accreditation Outcome: Accredited for 5 Years

  • Scope of Review:

    • Community survey feedback

    • Call handling and quality review

    • Resource database audit

    • Policies and procedures

    • Virtual site visit and staff interviews

The review found that Central Michigan 2-1-1 is a solid community navigation center providing excellent service to the communities it serves.

  • Inform USA accreditation is a nationally recognized standard for quality in information and referral (I&R) services, including 2-1-1 programs.

    Earning a five-year accreditation demonstrates that Central Michigan 2-1-1:

    • Meets established standards for accuracy, accessibility, and reliability of information

    • Provides high-quality call handling and support to individuals seeking help

    • Maintains a comprehensive, well-managed resource database

    • Operates with strong policies, procedures, and community partnerships

    This designation reflects a program that is both effective today and positioned for continued success, while also identifying opportunities to further strengthen service delivery.

  • Central Michigan 2-1-1 will continue to build on its strong foundation by:

    • Enhancing staff support and training, including supervision and self-care practices

    • Exploring ways to improve system navigation and user experience

    • Identifying strategies to manage increasing call volume and demand

    • Strengthening community partnerships and data-sharing efforts

    These efforts will support continued high-quality service delivery and ensure that 2-1-1 remains responsive to the evolving needs of the community.

COMMUNITY FEEDBACK

Here are some comments made by community organizations that work with 2-1-1:

"A vital service for our community"

"Grateful to be able to refer people to this organization."

"Central Michigan 2-1-1 is a great resource and community partner."

"It is a great one stop shop for clients seeking assistance."

"A vital service for our community" "Grateful to be able to refer people to this organization." "Central Michigan 2-1-1 is a great resource and community partner." "It is a great one stop shop for clients seeking assistance."

INFORM USA-IDENTIFIED STRENGTHS

Strengths Identified by INFORM USA

Inform USA reviewers identified several strengths that reflect the quality and impact of Central Michigan 2-1-1:

  • A strong, collaborative team culture, with staff supporting one another while navigating system changes and staffing challenges

  • A clear commitment to quality service delivery, even in the face of shrinking resources

  • Well-trained staff providing high-quality service across all roles

  • A program that serves as a trusted and valuable community resource, described as a “great one stop shop” by partners

Overall, Central Michigan 2-1-1 was recognized as a reliable and effective community navigation center.

COMMUNITY FEEDBACK

Community Survey Highlights

Feedback from community partners and organizations reflects strong performance:

  • 80% agreed the resource database is current, accurate, and relevant

  • 79% agreed the organization is collaborative

  • 76% agreed that staff are responsive and helpful

  • 80% agreed that clients are referred to appropriate services and resources

  • 67% rated overall service as Excellent or Satisfactory

Respondents described 2-1-1 as:

  • A valuable and vital service

  • A trusted community partner

  • A “great one stop shop” for resources

Quality Review + Performance Highlights

Call Review Performance

  • Passed on first attempt with a 90% overall score

  • Demonstrated:

    • Strong listening skills

    • Effective tone and pacing

    • Use of key call-handling practices

Opportunities Identified:

  • Strengthening rapport and empathy building

  • Providing clearer explanations for demographic questions

  • Enhancing assessment of underlying needs

OPPORTUNITIES FOR IMPROVEMENT

Continuous Improvement Opportunities

Inform USA identified several opportunities to further strengthen the program. These do not impact accreditation status but support ongoing improvement:

  • Provide additional support and training for third-shift staff, particularly around self-care after difficult calls

  • Explore ways to improve one-on-one supervision and staff support

  • Identify strategies to manage call volume, including encouraging use of online resources

  • Explore additional operational supports, such as volunteer involvement for scheduling services