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Speaker 1: Everybody. It's Bill Courtney.

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Speaker 2: Welcome to Shop Talk number seventy three.

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Speaker 1: Alex, what's up? Wow?

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Speaker 2: Yeah, it's pretty exciting. Shut Up number seventy three intro,

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Speaker 2: isn't it?

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Speaker 1: How you doing?

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Speaker 3: I'm doing great?

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Speaker 1: Good? Good? Hey? How's my guy George? What's he up to?

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Speaker 4: Actually over time stamping yet? But his birthday is going

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Speaker 4: to be this Wednesday?

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Speaker 1: Oh yeah, good, and he's going to be sick.

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Speaker 3: He's going to be six.

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Speaker 1: Good job.

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Speaker 3: It's impressive.

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Speaker 2: Yeah, thank you. That's pretty cool. George is a sweet kid.

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Speaker 2: He's also always got this funny look on his face.

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Speaker 2: I like being around him. All right, everybody, Shop Talk

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Speaker 2: number seventy three. It's actually from Stand Together's website. How

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Speaker 2: do I describe staying together?

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Speaker 1: Alex? What do I say about Stand Together?

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Speaker 4: I mean something like they're a philanthropic community who believes

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Speaker 4: in bottom up solution.

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Speaker 1: Is that all we're going to say? That's good enough

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Speaker 1: for now?

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Speaker 4: Okay, they're awesome. They support actually me. One thing we

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Speaker 4: could say is they've they've supported probably around twenty of

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Speaker 4: our guests through their Catalyst program. So a lot of

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Speaker 4: our awesome guests that you've heard of come from them.

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Speaker 2: And when we say support, really backed them and supported

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Speaker 2: them both financially and with.

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Speaker 3: Uh wisdom health. Yeah, all kinds of stuff.

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Speaker 1: Yeah, and they're based in d C.

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Speaker 2: Correct, And what else can we say about Stand Together?

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Speaker 2: They're cool.

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Speaker 4: Well you're about to find out how they're cool in

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Speaker 4: this in this article and.

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Speaker 1: More to come on Stand Together, I promise. Uh. Well,

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Speaker 1: we can also say they did they did a little uh.

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Speaker 4: Beautiful video on us. Yeah, we've not talked about on

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Speaker 4: the podcast. So you go to Stand Together as YouTube

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Speaker 4: channel and they did like a beautiful seven and a

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Speaker 4: half minute almost mini documentary on an army in normal.

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Speaker 3: Folks and me and you stuff being so arrogant.

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Speaker 1: That's so beautiful because I'm so pretty in it. Good lord,

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Speaker 1: I have a face for radio.

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Speaker 3: Actually, I hope you talked about this before on one

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Speaker 3: of your videos.

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Speaker 4: Maybe it was on Kelly Clarkson or Sherry they said

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Speaker 4: you look like Donald Trump.

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Speaker 2: I know that the worst ever. Oh my gosh, that

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Speaker 2: is the worst ever. But I've lost weight since then,

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Speaker 2: so good. All right. Shop Talk number seventy three from

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Speaker 2: Stand Together's website. More on Stand Together later as we

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Speaker 2: can reveal more. I guess that's a tease in it.

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Speaker 3: It's ridiculo.

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Speaker 1: Let's keep going. Okay, it's a good tease, though kind of.

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Speaker 2: I don't know what really happens after someone calls to

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Speaker 2: one one for help.

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Speaker 1: That's weird.

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Speaker 2: I don't even understand it, but we're gonna chop into

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Speaker 2: it right after these brief messages from our general sponsors. Okay, everybody,

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Speaker 2: welcome back to shop talk number seventy three from Stand

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Speaker 2: Together's website. What really happens after someone calls to to

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Speaker 2: one one for help? When someone's heat gets shut off,

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Speaker 2: or they need shelter for the night or food to

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Speaker 2: get through the week, they can call two to one one,

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Speaker 2: a free nationwide helpline that connects people in crisis to

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Speaker 2: local resources. For decades, that call was the end of

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Speaker 2: the story, but now a new innovation is changing what

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Speaker 2: happens next.

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Speaker 3: Are you familiar with this phone number?

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Speaker 1: No?

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Speaker 2: I need to call two to one one to find

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Speaker 2: out about it. Apparently, no worry? What's information three to

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Speaker 2: one one or four to one one?

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Speaker 1: Yeah?

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Speaker 2: Someone, I need to call four one one to find

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Speaker 2: out about two to one one, and I need to

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Speaker 2: do it on the PDQ.

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Speaker 1: How about that Q? Going?

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Speaker 2: I might do it on the QT. Okay, every year

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Speaker 2: two one one receives between sixteen and twenty million requests

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Speaker 2: for help. I don't know what two one one is,

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Speaker 2: but clearly twenty million people do.

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Speaker 3: Your family's called it about you?

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Speaker 2: Probably, so every year two one one receives between sixteen

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Speaker 2: and twenty million requests fel It's the country's most comprehensive

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Speaker 2: source for connecting individuals and families to food, housing, medical care,

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Speaker 2: and more. But for decades, one of the phone lines

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Speaker 2: for one of the phone line disconnected, the federal specialist

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Speaker 2: that's the person who took the call and connected the

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Speaker 2: caller never knew what happened next. Really, so once the

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Speaker 2: phone line disconnected, the referral specialist had no idea what

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Speaker 2: happened to the people that he referred to. Somebody quote,

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Speaker 2: I worried we were setting people up with a false promise,

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Speaker 2: says Casey Fox, vice president of two to one one

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Speaker 2: in community crisis at Mile High, United Way and Denver.

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Speaker 2: We offered to follow up, but we didn't have the

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Speaker 2: capacity to actually do it. This was a problem two

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Speaker 2: on one leaders had identified and brought to the Stand

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Speaker 2: Together Foundation. Together, they created loop. Loop is a mobile

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Speaker 2: based platform that checks back in with callers after the

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Speaker 2: line goes instead asking simple essential questions, did you get

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Speaker 2: the help you needed?

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Speaker 1: What stood in the way?

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Speaker 2: Loop closes the loop Fox explained, it changes the conversation

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Speaker 2: from one and done to an ongoing connection. We're not

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Speaker 2: just hoping anymore, we're actually hearing what happened. The change

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Speaker 2: began with a request two to one one call centers

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Speaker 2: across the country wanted to know whether the people they

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Speaker 2: served were actually getting the support they needed. In response,

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Speaker 2: Stand Together Foundation partnered directly with two one one teams

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Speaker 2: across the country to co create Loop, a text based

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Speaker 2: platform that ensures every customer gets a feedback response. Text

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Speaker 2: Loop collects feedback from callers, tracks referral outcomes, and gives

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Speaker 2: two to one one centers real time insight into what's

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Speaker 2: working and probably more importantly, what's not. We were doing

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Speaker 2: some follow up before Loop, but was under five percent,

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Speaker 2: said Bill crim ceo the United Way of Salt Lake City.

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Speaker 2: With Loop, we're now reaching out virtually one hundred percent

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Speaker 2: of the people we serve.

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Speaker 1: That kind of impact didn't happen by accident. From the beginning.

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Speaker 2: Loop was developed through hands on collaborative process between local

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Speaker 2: two one one leaders and the Stand Together Foundation. Frontline

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Speaker 2: teams help shape every part of the platform, identifying pain points,

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Speaker 2: stress testing workflows, and ensuring that the design reflected real

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Speaker 2: world needs. For Todd Jordan, the vice president of Community

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Speaker 2: Impact and executive director of two one one for United

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Speaker 2: Way of Greater Kansas City, Loop filled the long standing

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Speaker 2: operational gap quote, we never had the capacity to follow

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Speaker 2: up consistently. We'd send people to resources and hope it

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Speaker 2: worked out. Explain now we know we're not just guessing,

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Speaker 2: we're learning what actually happens next, and with those results

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Speaker 2: reveal issues teams can respond in real time. Has also

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Speaker 2: helped us improved accuracy of our data. Fox added callers

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Speaker 2: let us know when something like a food pantry is

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Speaker 2: closed and were able to immediately update our system so

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Speaker 2: the next person doesn't hit that same wall. Through their

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Speaker 2: work with Loop two one one, leaders uncovered a surprising

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Speaker 2: pattern when people failed to connect with the help they needed.

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Speaker 2: The root problem often wasn't a lack of motivation or

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Speaker 2: failure to follow through. Instead, it was something far more structural.

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Speaker 2: Krim explained that most barriers fell into one of three categories.

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Speaker 2: Personal systemic or availability related. Sometimes the service provider's sown

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Speaker 2: system was very difficult to navigate, Crim said, and sometimes

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Speaker 2: the service simply wasn't available, like affordable housing or utility

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Speaker 2: assistant that's already out of funds. This insight revealed a

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Speaker 2: fundamental flaw in the traditional two to one run approach.

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Speaker 2: Handing someone a phone number or a list of services

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Speaker 2: wasn't enough for many. The system was too complicated, too fragmented,

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Speaker 2: or simply out of options. That realization led to a

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Speaker 2: critical shift from providing information to actively navigating services. Rather

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Speaker 2: than expecting people to figure it out alone, two on

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Speaker 2: one teams began walking alongside them through the process. Service

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Speaker 2: navigation means more than pointing someone in the right direction.

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Speaker 2: It includes help with filling out forms, following up to

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Speaker 2: ensure services were accessed, and even creative solutions like partnering

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Speaker 2: with right hailing companies to overcome transportation barriers. We no

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Speaker 2: longer start with the mindset of giving information. We start

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Speaker 2: with service navigation. Crim said. The point isn't just to

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Speaker 2: tell people where to go, it's to walk with them

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Speaker 2: until they get what they need. The transformation was echoed

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Speaker 2: in Kansas City too, We're evolving from a list of

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Speaker 2: referrals to being a real partner and navigating an increasingly

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Speaker 2: complex system. Jordan said, that's what people deserve. Fox agreed,

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Speaker 2: people are in fight or flight when they call us.

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Speaker 2: Loop keeps the conversation going so they don't have to

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Speaker 2: start over each time. They know we're still there, still

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Speaker 2: walking with them. How cool is that? That's very very cool.

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Speaker 2: I didn't even know what two on one was. So

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Speaker 2: apparently when you call two on one if you're in

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Speaker 2: dire need, they have traditionally just said, Okay, call these

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Speaker 2: people for food, call these people for rent assistance, call

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Speaker 2: these people if your lights are about to go off

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Speaker 2: in the win or whatever. And now this loop system

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Speaker 2: actually helps these call centers walk people through the process

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Speaker 2: so they actually get the help they need. Very cool

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Speaker 2: and another awesome deal that stand together.

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Speaker 3: Did amen? So two thoughts.

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Speaker 4: One is if you know the most obvious thing, if

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Speaker 4: you know people at United Way in your community, it'd

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Speaker 4: be great to connect them to this solution.

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Speaker 1: Yeah, that's awesome.

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Speaker 3: And then the second thing is thinking more deeply.

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Speaker 4: Like so many nonprofits and efforts like this, people just

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Speaker 4: talk about how many people we served, we served this

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Speaker 4: many people, we took, this many phone calls, we connected,

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Speaker 4: and there's no follow up in figuring out what was

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Speaker 4: the person actually helps.

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Speaker 2: There's no data points to not did any of that

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Speaker 2: actually have any effect?

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Speaker 4: Darren Babcock, Let's speak about it beautifully, like hey, you

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Speaker 4: help someone get housing or a job, but it's like

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Speaker 4: what happened six months or a year later. There's no

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Speaker 4: data in so many of these places like tracking what

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Speaker 4: actually happened.

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Speaker 2: And so the point is loop for two to one one.

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Speaker 2: Loop on a grander scale needs to that. The example

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Speaker 2: of what Loop has done for two one one could

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Speaker 2: certainly be used in.

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Speaker 1: All of the other stuff we talk about. What's the

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Speaker 1: follow up? Yep, for those that aren't following up?

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Speaker 2: Pretty cool, all right, Everyboddy shop talk number seventy three

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Speaker 2: loop for two to one one. But it's a great

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Speaker 2: example one reminder of it's not just enough to point

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Speaker 2: someone in the right direction. Oftentimes we need to be

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Speaker 2: able to walk with them and help them navigate processes

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Speaker 2: to get what we're actually trying to help them to

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Speaker 2: get when serving them.

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Speaker 4: You say, and that just made me think of a

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Speaker 4: funny example. Did you know Bill that the original home

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Speaker 4: depots did not have aisle numbers in them. Why so

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Speaker 4: Bernie Marcus, the founder, His idea was, you were going

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Speaker 4: to take that customer's hand and you walk them over

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Speaker 4: to the aisle because it was that level of service

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Speaker 4: we want to have with people.

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Speaker 1: Is that right?

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Speaker 3: Is that right?

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Speaker 1: Yeap?

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Speaker 3: What happens A shame they changed it.

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Speaker 1: I don't know, but that's pretty interesting.

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Speaker 2: Did you know that the first supermarket the customers didn't

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Speaker 2: walk the house.

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Speaker 3: I know that.

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Speaker 4: I've actually I've actually done a time the storytelling out

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Speaker 4: in supermarkets.

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Speaker 1: Yeah, that's really cool.

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Speaker 2: Actually you would walk in with your list and it

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Speaker 2: was a system of conveyors instead of OL's and stock

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Speaker 2: clerks would go get your list to put on conveyors

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Speaker 2: and I'll come up to the front of the store

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Speaker 2: and then you'd bag it and go.

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Speaker 1: That's kind of interesting. Yeah, you know invented that.

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Speaker 3: Well, I think you might be wrong about that.

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Speaker 1: I know you've said before it's uh, it's Clarence Saunders.

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Speaker 4: I don't know, it's piggy Wiggily. No, I don't think

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Speaker 4: it's actually true.

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Speaker 1: Really.

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Speaker 4: Yeah, so I've done some storytelling about Meyer. They're the

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Speaker 4: first supercenter in the country. It's actually funny as Sam

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Speaker 4: Walton try to buy him three times and he said

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Speaker 4: no each time, and he started refusing Sam Walton's phone number,

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Speaker 4: but he copied it off of somebody else. I think

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Speaker 4: it's actually a guy named Saul. I'm blake on his

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Speaker 4: name right now, but I don't think it was.

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Speaker 1: Piggy Wiggly, so I think it was Clarion Sonders.

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Speaker 4: I probably do a future shop talk about this.

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Speaker 1: All right, watch you figure it out. We'll do it.

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Speaker 2: Yeah, all right, I Shop Talk number seventy three. The

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Speaker 2: idea is this, don't just show help, walk with people,

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Speaker 2: loop them, just like Stay Together has done to help

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Speaker 2: the two one one system actually become more effective in

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Speaker 2: our country.

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Speaker 4: It is a cool example of like so many of

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Speaker 4: our stories, Like obviously we want people to get involved

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Speaker 4: in what they can do in their community, but a

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Speaker 4: lot of that impact could be pretty simple. It's like

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Speaker 4: literally reaching out like hey, I'm been Memphis. I know

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Speaker 4: somebody who's involved in the United Way. Let me send

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Speaker 4: this to them. Like often you can make a big

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Speaker 4: impact of just like a five minute.

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Speaker 3: Phone call or email.

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Speaker 2: Yeah, but first you have to listen to a normal

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Speaker 2: and normal folks and shop talk to even get the ideas.

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Speaker 2: So the segue to that is please share us with

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Speaker 2: friends and on social tell people about us, rate and

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Speaker 2: review us. Join the army at normal folks dot us

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Speaker 2: and if you have any ideas for shop talk or guests,

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Speaker 2: write me anytime at Bill at normal folks dot us

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Speaker 2: and un tuoil we meet again. Do what you can

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Speaker 2: that shop Talk number seventy three. We'll see you next week.