chat transcript workbook sample 1 - airs louis 2016... · chat transcript workbook (8:59:35 pm)...

Chat Transcript Workbook

Sample 1

Chat

Tuesday, March 29, 2016

(8:37:14 PM) (System) said: This is 211 Vet2Text. While you wait for the next available vet, briefly tell us how we may help?

(8:38:04 PM) (System) said: I need help getting my DD214 form

(8:38:04 PM) (System) said: I'm Alma, also a Vet, I'll be helping you today.

(8:38:19 PM) (Client) 2222222222 said: Hello

(8:38:53 PM) (Agent) Alma Garcia said: Good evening, I can help with information on where to get you DD214 form.

(8:39:10 PM) (Client) 2222222222 said: Okay thank you

(8:39:21 PM) (Agent) Alma Garcia said: Would you like this information to be emailed to you?

(8:39:38 PM) (Client) 2222222222 said: Sure

(8:41:01 PM) (Agent) Alma Garcia said: Thank you, just to let you know you do get all the information we have as if you are looking at our system. Agency name, phone numbers, address, and etc.

(8:41:16 PM) (Agent) Alma Garcia said: May I have your email and zip code please

(8:41:30 PM) (Client) 2222222222 said: Okay good to know

(8:41:40 PM) (Client) 2222222222 said: It's 91343

(8:42:08 PM) (Agent) Alma Garcia said: How are you today? I hope all is well.

(8:42:45 PM) (Client) 2222222222 said: I'm great thank you

(8:43:39 PM) (Agent) Alma Garcia said: Thats great to hear.

(8:43:46 PM) (Agent) Alma Garcia said: May I have your email address?

(8:43:57 PM) (Agent) Alma Garcia said: I never got that.

(8:47:01 PM) (Agent) Alma Garcia said: Hi is this still a good time?

(8:49:56 PM) (Agent) Alma Garcia said: Hello, I never received your email information but I would like you to have the agency where you could obtain your military records. Would you prefer text?

(8:50:19 PM) (Client) 2222222222 said: So sorry

(8:50:27 PM) (Client) 2222222222 said: It's [email protected]

(8:50:50 PM) (Agent) Alma Garcia said: That's alright I got you back, thats what matters.

(8:51:09 PM) (Agent) Alma Garcia said: Are you or your spouse a veteran?

(8:51:24 PM) (Client) 2222222222 said: Yes

(8:51:56 PM) (Agent) Alma Garcia said: Thank you. Are you a veteran that is homeless or at risk of homelessness?

(8:57:04 PM) (Agent) Alma Garcia said: Hi is this still a good time? We ask these questions just to see how else we can help.

(8:57:44 PM) (Client) 2222222222 said: Yes my apartment gave me warning to move out because of animals and I'm short on rent so might get evicted

(8:58:17 PM) (Client) 2222222222 said: I don't have enough to for next month rent


(8:59:35 PM) (Agent) Alma Garcia said: Oh no, I am so sorry to hear that. We have programs that can help with rent payment assistance. I can send those as well. Its called Military Woman in Need. They help female Veterans?

(8:59:59 PM) (Client) 2222222222 said: No I male

(9:00:04 PM) (Client) 2222222222 said: I am *

(9:00:05 PM) (Agent) Alma Garcia said: Is your name Cynthia?

(9:00:27 PM) (Client) 2222222222 said: My email is just email I share with girlfriend

(9:00:35 PM) (Agent) Alma Garcia said: Oh, I apologize we have rent payment assistance for male veterans as well.

(9:00:59 PM) (Client) 2222222222 said: Do you have rent assistance for male veterans ?

(9:01:22 PM) (Agent) Alma Garcia said: I'm sorry about the confusion. Forgive me for not asking. Let me search rent payment assistance for male Veterans.

(9:01:58 PM) (Agent) Alma Garcia said: We have a program that may be of assistance and is available for veterans without a dishonorable discharge. Would this apply to you?

(9:04:46 PM) (Agent) Alma Garcia said: I will be sending National Archives for your DD214, New Directions for Veterans, and People Assisting the Homeless for rent payment assistance through your email.

(9:07:17 PM) (Agent) Alma Garcia said: I haven’t heard from you in a bit. Is this still a good time?

(9:08:03 PM) (Agent) Alma Garcia said: We are here 24/7, text: Vet to 52211

(9:08:07 PM) (System) said: Chat session ended


Sample 2

Chat



(6:21:58 PM) (System) said: Looking for programs to help assistance in getting a home for vet . Getting kicked out of apartment need new place . 2 young kids

(6:21:58 PM) (System) said: I'm Carlos, also a Vet, I'll be helping you today.

(6:22:17 PM) (Client) 2222222222 said: Thank you

(6:23:55 PM) (Agent) Carlos Lopez said: It sounds like a difficult situation, I’m glad you contacted us today.

(6:24:27 PM) (Agent) Carlos Lopez said: What is your zip code?

(6:26:16 PM) (Client) 2222222222 said: 91343

(6:27:18 PM) (Agent) Carlos Lopez said: We have a program that may be of assistance and is available for veterans without a dishonorable discharge. Would this apply to you?

(6:28:27 PM) (Client) 2222222222 said: Yes that would apply

(6:29:28 PM) (Agent) Carlos Lopez said: Thank you. How many people are in your household?

(6:30:20 PM) (Agent) Carlos Lopez said: Would you like me to email the referrals?

(6:30:23 PM) (Client) 2222222222 said: 4

(6:30:51 PM) (Client) 2222222222 said: Yes please [email protected]

(6:31:12 PM) (Agent) Carlos Lopez said: We want to make sure you received the services you needed. May we follow up with you at a later date?


(6:32:05 PM) (Agent) Carlos Lopez said: Can I have your first and last name?

(6:32:58 PM) (Client) 2222222222 said: Donny Francisco

(6:33:07 PM) (Agent) Carlos Lopez said: Also phone number please?

(6:33:31 PM) (Client) 2222222222 said: XXX XXX XXXX or XXX XXX XXXX

(6:36:56 PM) (Agent) Carlos Lopez said: You will receive an email with 2 referrals for veterans at risk of becoming homeless.

(6:37:13 PM) (Client) 2222222222 said: Thank you so much

(6:39:12 PM) (Agent) Carlos Lopez said: You're welcome. If you need to contact us again, please do so. We are available 24/7.

(6:39:38 PM) (Agent) Carlos Lopez said: Check your spam for the email also.

(6:39:56 PM) (Client) 2222222222 said: Ok I will. Thanks again

(6:40:52 PM) (Agent) Carlos Lopez said: Ill be ending the chat now.



Sample 3

Chat


(10:33:31 AM) (System) said: Emergency shelter needed.

(10:33:31 AM) (System) said: I'm Richard, also a Vet, I'll be helping you today.

(10:33:55 AM) (Agent) Richard Taylor said: I can help you find emergency shelter. What city are you in?

(10:34:18 AM) (Client) 2222222222 said: Los Angeles

(10:35:01 AM) (Agent) Richard Taylor said: Can I have your zip code please.

(10:35:28 AM) (Client) 2222222222 said: 90059

(10:37:18 AM) (Agent) Richard Taylor said: Do you have access to email I can email you information

(10:38:22 AM) (Client) 2222222222 said: Yes.But also my wallet is also missing. So I have no California ID, SS card, not Veterans ID. Will that be a problem?

(10:38:47 AM) (Agent) Richard Taylor said: I can look up shelters that do not require ID.

(10:40:13 AM) (Client) 2222222222 said: I can come up with something that identifies me as a Vet, but just no legal picture ID.

(10:40:13 AM) (Agent) Richard Taylor said: I can also provide you info about places that also provide housing search assistance to homeless vets would you like that?

(10:41:02 AM) (Client) 2222222222 said: Yes, please. Thank you.

(10:41:25 AM) (Agent) Richard Taylor said: Are you male or female? And age please?

(10:41:58 AM) (Client) 2222222222 said: Male. Age 52

(10:42:22 AM) (Agent) Richard Taylor said: Do you have a place to sleep tonight?

(10:42:38 AM) (Client) 2222222222 said: No sir.

(10:42:54 AM) (Agent) Richard Taylor said: Also was the discharge honorable?

(10:43:13 AM) (Client) 2222222222 said: Yes

(10:43:32 AM) (Agent) Richard Taylor said: Is it just you? Do you have a source of income?

(10:44:27 AM) (Client) 2222222222 said: I'm alone. I receive SSI.

(10:46:06 AM) (Agent) Richard Taylor said: I'm pulling up info about our winter shelters they can possible give you a place to stay tonight but its not long term is that okay? Also vet agencies that help with housing search assistance.

(10:46:44 AM) (Client) 2222222222 said: Yes, that would be fine.

(10:47:01 AM) (Agent) Richard Taylor said: May I have your email address?

(10:47:36 AM) (Client) 2222222222 said: [email protected]

(10:50:04 AM) (Agent) Richard Taylor said: In the email you will see 5 agencies. You will see agency name, telephone number, address and all the important info about the agency so please check you spam if you don't see it in your inbox

(10:50:46 AM) (Client) 2222222222 said: Ok.


Sample 4

Chat

Saturday, February 27, 2016

(5:12:18 AM) (System) said: Traffic court

(5:12:18 AM) (System) said: I'm Alma, also a Vet, I'll be helping you today.

(5:12:40 AM) (Agent) Alma Garcia said: May I ask what the situation is to better help you?

(5:13:38 AM) (Agent) Alma Garcia said: Also what zip code are you in?

(5:14:46 AM) (Client) 2222222222 said: 91405

(5:15:25 AM) (Agent) Alma Garcia said: Thank you. Would you like this information emailed to you?

(5:15:41 AM) (Client) 2222222222 said: I have 2 traffic citations marked "failure to pay" but I have NP $ and its keeping me from getting my license

(5:16:54 AM) (Agent) Alma Garcia said: I's sorry to hear you are going through that situation. There may be additional programs that can assist. Are you a veteran?

(5:17:05 AM) (Agent) Alma Garcia said: I'm*


(5:19:55 AM) (Agent) Alma Garcia said: Thank you for your service! May I offer to email the information to you?

(5:20:28 AM) (Client) 2222222222 said: Sure...

(5:20:41 AM) (Client) 2222222222 said: [email protected]

(5:21:35 AM) (Agent) Alma Garcia said: Thanks. You will get an email from 211 LA County Do Not Respond. It will contain all pertinent information needed.

(5:22:16 AM) (Client) 2222222222 said: Terrific. Thank you

(5:22:24 AM) (Agent) Alma Garcia said: May we follow-up with you at a later time to see how these worked out for you?

(5:22:47 AM) (Agent) Alma Garcia said: Always a pleasure to help a brother in arms.

(5:26:19 AM) (Agent) Alma Garcia said: Also the traffic courts are offering help for unpaid tickets including "failure to appear" and is offering a forgiveness plan; I really hope this helps.

(5:26:44 AM) (Agent) Alma Garcia said: Are you still there?


(5:27:44 AM) (Client) 2222222222 said: But these are "failure to pay" citations. Not "failure to appear"

(5:28:30 AM) (Agent) Alma Garcia said: I see, it also includes help with "failure to pay" as well

(5:29:34 AM) (Client) 2222222222 said: Sounds good. How do I request the assistance?

(5:29:47 AM) (Agent) Alma Garcia said: May I send in addition organizations that can help with temporary financial assistance to help with those tickets?

(5:31:23 AM) (Agent) Alma Garcia said: You just call the traffic court for more information on the forgiveness plan they offer.

(5:35:01 AM) (Agent) Alma Garcia said: Hi, sorry, are you there?

(5:36:58 AM) (Agent) Alma Garcia said: Thank you for calling 211 your email has been sent. We are here 24/7 for resources and information. This session has just ended. Have a great day!


Sample 5

Chat

Thursday, January 21, 2016

(1:26:27 PM) (System) said: I am a counselor working with an unemployed veteran in San Diego. He just moved to LA and needs a referral for mental health counseling services

(1:26:27 PM) (System) said: I'm Richard, also a Vet, I'll be helping you today.

(1:26:50 PM) (Agent) Richard Taylor said: What city is he in?

(1:27:09 PM) (Client) 12103837749 said: Hi Richard. Thank you

(1:27:58 PM) (Agent) Richard Taylor said: Is the veteran male or female?

(1:28:02 PM) (Client) 12103837749 said: Zip code 90670

(1:28:35 PM) (Client) 12103837749 said: Male

(1:28:48 PM) (Agent) Richard Taylor said: Does he have medical insurance?

(1:29:11 PM) (Client) 12103837749 said: No

(1:29:56 PM) (Agent) Richard Taylor said: Does he have a source of income?

(1:30:28 PM) (Client) 12103837749 said: Not currently

(1:32:05 PM) (Agent) Richard Taylor said: What I can do is look up places that provide individual counseling as well as places where he can apply for medical insurance (Medi-Cal) would you like that?

(1:33:08 PM) (Client) 12103837749 said: Yes please. Thank you

(1:33:32 PM) (Agent) Richard Taylor said: Do you have access to email I can email you everything that I find?

(1:34:22 PM) (Client) 12103837749 said: Yes. Please email me at [email protected]

(1:34:56 PM) (Agent) Richard Taylor said: Does he have a source of transportation?


(1:37:07 PM) (Agent) Richard Taylor said: Would you also like information about where he can apply for general relief. A temporary financial assistance program?

(1:37:47 PM) (Client) 12103837749 said: no thank you

(1:39:09 PM) (Agent) Richard Taylor said: Im emailing you 4 different agencies. Please check your spam box it sometimes get filtered there

(1:39:46 PM) (Agent) Richard Taylor said: Email sent.

(1:40:18 PM) (Client) 12103837749 said: Thank you Richard for your help and your service. Have a great day

(1:41:16 PM) (Agent) Richard Taylor said: Thank you for contacting us here at 211. Have a good day.



Sample 6

Chat

Wednesday, December 16, 2015

(3:54:45 AM) (System) said: Need a good PTSD counselor, struggling with depression and isolation

(3:54:45 AM) (System) said: I'm Larry, also a Vet, I'll be helping you today.

(3:55:34 AM) (Agent) Larry Mills said: Sorry about the delay, thank you for calling. May I have the zip code for your area to help locate services closest to you?

(3:55:44 AM) (Client) 15622252427 said: Looking for good counseling near 90720

(3:56:20 AM) (Client) 15622252427 said: I have Tricare

(3:56:45 AM) (Agent) Larry Mills said: ok, allow me one to two minutes and if no services are directly in your area are you willing to go outside your area for outpatient or inpatient services?

(3:56:51 AM) (Client) 15622252427 said: LBVA. Disappointing

(3:57:52 AM) (Agent) Larry Mills said: i see, are you looking for outpatient or inpatient services?

(3:58:17 AM) (Client) 15622252427 said: Out

(3:58:43 AM) (Agent) Larry Mills said: Ok, I’m going to search for agencies that can assist you.

(4:02:03 AM) (Agent) Larry Mills said: thank you for your patience, how can i provide you with information by email or text mesage?

(4:03:19 AM) (Client) 15622252427 said: Email is [email protected]

(4:04:15 AM) (Agent) Larry Mills said: ok great, the email will include the name of the agencies, phone numbers, address and general program information

(4:04:49 AM) (Agent) Larry Mills said: i have found a couple referrals in your area, I will be sending by email, give me a minute to set this up

(4:06:00 AM) (Agent) Larry Mills said: you will receive information to strength in support and tarzana treatment center, have been to these agencies before?

(4:07:59 AM) (Client) 15622252427 said: Tarzana is in the valley and a nogo. Too far

(4:08:32 AM) (Agent) Larry Mills said: they have a treatment center in long beach

(4:09:01 AM) (Agent) Larry Mills said: is that close for you

(4:09:54 AM) (Client) 15622252427 said: Cool, will they share witVA if I authorize it?


(4:10:57 AM) (Agent) Larry Mills said: you will need to speak with the agencies directly to see if they will be able to accommodate any specific request you have

(4:11:17 AM) (Agent) Larry Mills said: I am sending the email to your inbox, if its not there please check your spam folder

(4:11:23 AM) (Client) 15622252427 said: Ok

(4:11:35 AM) (Agent) Larry Mills said: did you have additional requests?

(4:13:03 AM) (Client) 15622252427 said: That is the key


(4:13:50 AM) (Agent) Larry Mills said: ok, thank you for contacting vet to chat line and continue to call us for info on programs and services

(4:14:02 AM) (Agent) Larry Mills said: Have a great day

(4:14:53 AM) (Agent) Larry Mills said: im ending this chat session

(4:15:09 AM) (System) said: Chat session ended


Sample 7

Chat

Wednesday, April 06, 2016


(2:35:31 PM) (System) said: Housing and help with filling out my back taxes

(2:35:31 PM) (System) said: I'm Jose, also a Vet, I'll be helping you today.

(2:36:33 PM) (Agent) Jose Perez said: thank you for reachin us an I'd be happy to help you. zip code please

(2:39:15 PM) (Agent) Jose Perez said: I haven't heard from you in a bit. Is this still a good time?

(2:39:15 PM) (Client) 2222222222 said: 90016

(2:39:58 PM) (Client) 2222222222 said: 90016

(2:40:31 PM) (Agent) Jose Perez said: Thank you so have you or your spouse served in the United States military?

(2:41:16 PM) (Client) 2222222222 said: Yes I was in the navy from 1990 to 2000

(2:41:57 PM) (Agent) Jose Perez said: OK, and You mentioned houseing? Are you currently, homeless or at risk of becoming homeless?

(2:44:29 PM) (Client) 2222222222 said: I'm at risk. Me and my girlfriend are going our separate ways. So me and my 2 kids will need an apartment soon. We were splitting the cost. So it's really tough for me to pay 1075 a month. I'm paying 600. She pays the rest.

(2:45:27 PM)

(Agent) Jose Perez said:

I'm sorry you're going through that. We have a program that might help, as long as the client doesn’t have a dishonorable discharge. Would this apply to you?

(2:49:11 PM) (Agent) Jose Perez said: Are you still there?

(2:50:10 PM) (Client) 2222222222 said: Yes I have an honorable

(2:51:00 PM) (Agent) Jose Perez said: That is great! The program is called Coordinated Entry System. Is there an email I can forward the information to?

(2:52:47 PM) (Client) 2222222222 said: [email protected]

(2:54:32 PM) (Agent) Jose Perez said: Thank you. I'm also sending you information for 2 separate agencies: Volunteers of America (CES) & Salvation Army (rent payment assistance).

(2:55:59 PM) (Agent) Jose Perez said: You also mentioned needing assistance with filing back taxes. Would you be interested in Volunteer Income Tax Assistance (VITA) location?

(2:58:41 PM) (Agent) Jose Perez said: We want to make sure you received the services you needed. May we follow up with you at a later date?


Sample 8

Chat

Sunday, April 17, 2016

(11:54:20 AM) (System) said: Welcome to 211 LA County Live Chat. Your chat session will begin momentarily. Feel free to begin typing how we may help you?

(11:56:34 AM) (System) said: I'm about to become homeless and don't know where to go. I'm currently attending school.

(11:56:34 AM) (System) said: I'm Natalie, I'll be helping you today.

(11:59:25 AM) (Agent) Natalie Miles said: May I ask how much longer do you have to stay at your current location?

(11:59:44 AM) (Client) 2222222222 said: Ok thank you

(11:59:59 AM) (Client) 2222222222 said: One week at the most

(12:00:31 PM) (Agent) Natalie Miles said: May I also ask for the zip code you live in now?

(12:00:50 PM) (Client) 2222222222 said: 90242

(12:01:25 PM) (Agent) Natalie Miles said: That would be the Downey area?


(12:02:12 PM) (Agent) Natalie Miles said: Searching for some resources for you.

(12:02:36 PM) (Client) 2222222222 said: OK

(12:02:44 PM) (Agent) Natalie Miles said: Are you a single individual or are they any others in your household?

(12:03:12 PM) (Client) 2222222222 said: Single individual

(12:05:03 PM) (Agent) Natalie Miles said: still searching

(12:07:05 PM) (Agent) Natalie Miles said: I have the Bell shelter in Bell, which offers transitional shelter for single individuals. I Also have agencies that offer case management in Compton, El Monte or Boyle Heights would be the closest to your area. Would you like any of these resources?

(12:08:23 PM) (Client) 2222222222 said: I'll take all of those resources

(12:09:20 PM) (Agent) Natalie Miles said: OK

(12:09:44 PM) (Client) 2222222222 said: Yes. I don't work

(12:09:55 PM) (Agent) Natalie Miles said: I can e mail the information to you if you would like?

(12:10:46 PM) (Client) 2222222222 said: Ok. My email is [email protected]

(12:12:27 PM) (Agent) Natalie Miles said: Thank you. I have sent you the information for the Bell


Shelter through the Salvation Army and Volunteers of America in Compton and El Monte.

(12:12:54 PM) (Client) 22222222222 said: Ok thank you

(12:12:56 PM) (Agent) Natalie Miles said: If you do not see the e-mail in your in box you may need to check the spam folder.

(12:13:23 PM) (Client) 2222222222 said: I've received one so far

(12:14:02 PM) (Agent) Natalie Miles said: All 3 of the resources should be in the same e-mail

(12:14:42 PM) (Client) 2222222222 said: I got them.

(12:14:43 PM) (Agent) Natalie Miles said: I hope the resources work out for you.

(12:15:00 PM) (Agent) Natalie Miles said: Is there anything else I can help you with?



Sample 9

Chat

Saturday, April 02, 2016


(11:20:48 PM) (System) said: Information assistance on Text2Vet program

(11:20:49 PM) (System) said: I'm Alma, also a Vet, I'll be helping you today.

(11:21:25 PM) (Agent) Alma Garcia said: Sorry for the long wait, I see you need information assistance. How can I help?

(11:24:37 PM) (Agent) Alma Garcia said: Haven’t heard from you in a bit. Is this still a good time?

(11:25:09 PM) (Client) 2222222222 said: Hi Alma, the wait is not a problem and I apologize for texting at such a late hour. Thank you for responding. I saw Text2Vet announced on the Veterans Commision Advisory FB page and wanted to test it to find if it was up and running.

(11:25:55 PM) (Client) 2222222222 said: Alma, are you a veteran?

(11:26:14 PM) (Agent) Alma Garcia said: You can text us ANYTIME! We are here 24/7 we are glad to serve our veterans!

(11:26:53 PM) (Agent) Alma Garcia said: Yes I am a veteran, I was in the military for 8 years.

(11:28:36 PM) (Agent) Alma Garcia said: This line will have a veterans answering your text always.

(11:29:35 PM) (Agent) Alma Garcia said: Sorry, is this still a good time?

(11:29:44 PM) (Client) 2222222222 said: Nm, you answered that already. I do not want to continue bothering you on Sat evening. What is a good contact number or site to find out more information on this resource? I am the xxxxxxxLos Angeles and want to have as much info as possible to this service. Additionally, I may be interested in volunteering to be a peer myself, or may know others.

(11:32:39 PM) (Agent) Alma Garcia said: I assure you it is no bother. I strive to exceed your expectations. For further information you can call us at 211 LA County, or by dialing 211. You can use 1(800)339-6993 also. We also have a website at 211la.org.

(11:35:12 PM) (Agent) Alma Garcia said: Are you looking for services on behalf of a client tonight? Maybe there is something I can help with?

(11:38:58 PM) (Agent) Alma Garcia said: Hi are you still there?

(11:40:25 PM) (Agent) Alma Garcia said: We are here 24/7, text: Vet to 52211, thank you for texting us tonight.



Sample 10

Chat

Friday, April 22, 2016


(6:40:59 PM) (System) said: I'm 25 y.o honorably discharged marine who was fired over a month ago and desperately looking for jobs. I've applied everywhere and my rent is due soon.

(6:41:00 PM) (System) said: I'm Joanna, also a Vet, I'll be helping you today.

(6:41:23 PM) (Client) 2222222222 said: Ok. Thank you

(6:41:35 PM) (Agent) Joanna Castro said: I’m really sorry to hear about your situation.

(6:41:47 PM) (Agent) Joanna Castro said: So I understand that your rent is due soon

(6:42:14 PM) (Agent) Joanna Castro said: I can search if there are any agencies that can help with rent payment assistance.

(6:42:17 PM) (Client) 2222222222 said: Yes. It's due on the 1st and don't have nearly enough to pay it

(6:42:49 PM) (Agent) Joanna Castro said: Do you have a source of income?

(6:43:15 PM) (Agent) Joanna Castro said: Such as Unemployment?

(6:43:34 PM) (Client) 2222222222 said: No. I've applied for unemployment like 2 weeks a ago but I haven't heard anything despite me calling them

(6:44:14 PM) (Agent) Joanna Castro said: Okay

(6:44:41 PM) (Agent) Joanna Castro said: Have you applied for CalFresh formally known as food stamps?

(6:45:00 PM) (Agent) Joanna Castro said: What's your household size?

(6:45:07 PM) (Client) 2222222222 said: Yes. I just got that today

(6:45:16 PM) (Agent) Joanna Castro said: Great.

(6:45:17 PM) (Client) 2222222222 said: Single no kids

(6:45:40 PM) (Agent) Joanna Castro said: Are you doing ok with food?

(6:45:52 PM) (Agent) Joanna Castro said: How about utilities?

(6:46:13 PM) (Client) 2222222222 said: Yes on the food

(6:46:28 PM) (Client) 2222222222 said: My rent includes all utilities

(6:46:38 PM) (Agent) Joanna Castro said: Thank you. What is your zip code so I can start my search for resource?

(6:46:46 PM) (Agent) Joanna Castro said: Okay

(6:47:00 PM) (Client) 2222222222 said: 91605

(6:47:20 PM) (Agent) Joanna Castro said: Thank you

(6:47:41 PM) (Agent) Joanna Castro said: Would you like me to email the information that I find for you today?

(6:47:57 PM) (Client) 2222222222 said: Yes pleas


(6:49:22 PM) (Agent) Joanna Castro said: What's your email?

(6:49:54 PM) (Client) 2222222222 said: [email protected]

(6:50:51 PM) (Agent) Joanna Castro said: okay

(6:51:43 PM) (Agent) Joanna Castro said: I have two agencies that can help with rent payment assistance

(6:52:05 PM) (Client) 2222222222 said: Great! Thank you!

(6:52:12 PM) (Agent) Joanna Castro said: People assisting the homeless and New directions for Veterans

(6:52:28 PM) (Agent) Joanna Castro said: Both those agencies also help with job search assistance

(6:53:02 PM) (Agent) Joanna Castro said: All the information you will need such as name of agency, phone number, address and service hours will be on the email.

(6:54:02 PM) (Agent) Joanna Castro said: Your welcome

(6:54:53 PM) (Agent) Joanna Castro said: For some reason that information is not in your inbox you might want to check your junk or spam mail

(6:58:14 PM) (Agent) Joanna Castro said: Is this still a good time?



Sample 11

Chat

Wednesday, April 27, 2016


(2:07:59 PM) (System) said: Homeless vet in car need home fir wife and son


(2:10:13 PM) (Agent) Jose Perez said: Can we start with your zip code please, so I can conduct a search near you for services for you and your family.

(2:15:33 PM) (Client) 2222222222 said: 90001

(2:16:56 PM) (Agent) Jose Perez said: Thank you. So can you tell me a little bit more about your situation? Did you or your wife serve in the military?

(2:20:18 PM) (Client) 2222222222 said: I served 3 year in the U.S. Army,medically seperated, honorabke discharge, i got discharged from mikitary came home last year and now have over welcomed my stay and got kicked out if home my wife and son live her parents and i live in ny car because we have no where to stay.

(2:21:13 PM) (Agent) Jose Perez said: I'm sorry to hear that you and your family are going through this. I'm glad you've reached out. We have a couple of programs that may be able to help you.

(2:23:48 PM) (Agent) Jose Perez said: The supportive Services for Veteran Families or SSVF program may be able to assist you.

(2:24:48 PM) (Agent) Jose Perez said: Can I email or text you the information. One of the services they offer is housing search assistance for veterans. Among other things like case management.

(2:29:45 PM) (Agent) Jose Perez said: Are you still there? I have the information ready but I do need your consent to send it over. I'd also like your name & number if it's OK to follow up with you to see how these referrals work out for you.

(2:34:42 PM) (Agent) Jose Perez said: Unfortunately I can't wait indefinitely, We are here 24/7, text: Vet to 52211, when you're ready.



Sample 12

Chat

Thursday, April 07, 2016

(12:03:35 PM) (System) said: This is 211 LA County. While you wait for the next available agent, briefly tell us how we may help?

(12:06:17 PM) (System) said: I was looking for info on housing. And help with back taxes. About 10 years.

(12:06:17 PM) (System) said: I'm Carlos, I'll be helping you today.

(12:06:36 PM) (Client) 222222222222 said: Ok

(12:06:50 PM) (Agent) Carlos Lopez said: What type of information were you looking for today?

(12:07:04 PM) (Client) 22222222222 said: I was looking for info on housing. And help with back taxes. About 10 years.

(12:07:35 PM) (Agent) Carlos Lopez said: What is your current living situation?

(12:09:32 PM) (Client) 222222222222 said: I stay with my girlfriend and kids. But we are separating and I need a place for me and my kids. We split the rent. I pay 600. She pays the rest. So I'll have a hard time paying rent.

(12:11:27 PM) (Agent) Carlos Lopez said: That doesnt sound like a very difficult situation and thank you sharing that.

(12:11:50 PM) (Client) 22222222222 said: Ok

(12:12:03 PM) (Agent) Carlos Lopez said: I will search for housing referrals.

(12:12:21 PM) (Client) 2222222222 said: Ok

(12:12:34 PM) (Agent) Carlos Lopez said: Are you staying in the home or leaving?

(12:13:24 PM) (Client) 2222222222 said: Well we both are leaving the apartment

(12:13:52 PM) (Agent) Carlos Lopez said: Ok.

(12:14:11 PM) (Client) 222222222 said: I would stay here but the rent is 1100

(12:14:14 PM) (Agent) Carlos Lopez said: We have a program that may be of assistance to you.


(12:15:53 PM) (Agent) Carlos Lopez said: Do you have an email so we can send the referrals?

(12:16:38 PM) (Client) 2222222222 said: Yes. [email protected]

(12:16:49 PM) (Agent) Carlos Lopez said: Thank you.

(12:17:17 PM) (Agent) Carlos Lopez said: We want to make sure you received the services you needed. May we follow up with you at a later date?



(12:17:53 PM) (Agent) Carlos Lopez said: If so, can you give me your name(first and last) and best contact number.

(12:18:33 PM) (Client) 2222222222 said: Miguel P. 2222222222

(12:20:33 PM) (Agent) Carlos Lopez said: You will get the email shortly (approximately 5 min.) with the housing resources for veterans.

(12:21:36 PM) (Client) 2222222222 said: What about the back taxes?

(12:22:31 PM) (Agent) Carlos Lopez said: I am searching.

(12:22:50 PM) (Client) 2222222222 said: Thanks

(12:22:56 PM) (Agent) Carlos Lopez said: Thank you for your patience, I need 3-4 minutes to conduct this search.

(12:23:25 PM) (Client) 22222222222 said: Ok

(12:23:25 PM) (Agent) Carlos Lopez said: Is it to file taxes or pay taxes?

(12:24:10 PM) (Client) 22222222222 said: File

(12:24:25 PM) (Agent) Carlos Lopez said: Ok.

(12:24:51 PM) (Agent) Carlos Lopez said: I will copy and paste this info. Please let me know if you can read it.

(12:26:17 PM) (Agent) Carlos Lopez said: I apologize. I meant view the information. Since I am copying and pasting this information.

(12:27:23 PM) (Agent) Carlos Lopez said: WEST ANGELES COMM DEV CORP 6028 CRENSHAW BLVD LOS ANGELES, CA 90043 323-751-3440

(12:29:08 PM) (Agent) Carlos Lopez said: BOE MEMBER JEROME HORTON CULVER CITY VITA 5901 GREEN VALLEY CIRCLE SUITE 200 CULVER CITY, CA 90230 310-342-1000

(12:30:32 PM) (Agent) Carlos Lopez said: Ok. Be sure to check your spam for the email. I will be ending this chat now. Please contact us at anytime.



Sample 13

Chat

Wednesday, March 09, 2016

(3:18:59 PM) (System) said: Rental assistance


(3:19:17 PM) (Client) 2222222222 said: Ok great Jose

(3:19:39 PM) (Client) 2222222222 said: Can you help me

(3:20:12 PM) (Agent) Jose Perez said: Yes, I can. Could you tell me a little bit about your situation?

(3:20:48 PM) (Client) 2222222222 said: Sure

(3:21:35 PM) (Client) 2222222222 said: My rent money was stolen and I don't have anything left. If I don't pay my rent I'm going to be homeless

(3:22:26 PM) (Agent) Jose Perez said: I'm sorry that you're going through that. May I please have your zip code so I can search for some assistance for you

(3:23:24 PM) (Client) 2222222222 said: Sure my zip is 90016

(3:23:51 PM) (Agent) Jose Perez said: We do have some programs available specifically for veterans, would this apply to you

(3:24:33 PM) (Client) 2222222222 said: Well I'm not a veteran but my husband is a vet

(3:25:54 PM) (Agent) Jose Perez said: One program can help if your spouse does not have a dishonorable discharge. would this apply to him?

(3:26:27 PM) (Client) 2222222222 said: Oh yeah, he has an honorable discharge

(3:26:45 PM) (Agent) Jose Perez said: OK Thank you for that information. What is your household size?

(3:27:01 PM) (Client) 2222222222 said: There are 5 of us

(3:27:37 PM) (Agent) Jose Perez said: Is your household income under $44850

(3:27:53 PM) (Client) 2222222222 said: Oh yes it's less

(3:28:10 PM) (Agent) Jose Perez said: Ok and where did you and your family stay last night?

(3:29:03 PM) (Client) 2222222222 said: I'm still in my place but will have to leave if I can't pay my rent


Sample 14

Chat

Friday, April 15, 2016


(2:51:55 PM) (System) said: Homelessness while in enrolled in school Emergency situation no where to stay the night


(2:53:10 PM) (Agent) Jose Perez said: Thank you for reaching out to us today. Can you tell me a little more about your situation? You mentioned emergency, are you safe right now?

(2:53:35 PM) (Client) 2222222222 said: Yes I need shelter and Im safe. My mother kicked me out of my house. I don’t have anywhere to go.

(2:54:34 PM) (Agent) Jose Perez said: It sounds like you’re going through a lot right now. Is it just for yourself or do you have family with you?

(2:56:33 PM) (Agent) Jose Perez said: Can I get your email to send you some referrals?

(2:58:23 PM) (Agent) Jose Perez said: I haven’t heard from you in a bit. Is this still a good time?”

(2:59:52 PM) (Agent) Jose Perez said: We are here 24/7, text: Vet to 52211, when you’re ready


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