Chat Transcript Workbook

Transcription

1 Sample 1 Transcript Workbook 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) 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) said: Okay thank you (8:39:21 PM) (Agent) Alma Garcia said: Would you like this information to be ed to you? (8:39:38 PM) (Client) 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 and zip code please (8:41:30 PM) (Client) said: Okay good to know (8:41:40 PM) (Client) said: It's (8:42:08 PM) (Agent) Alma Garcia said: How are you today? I hope all is well. (8:42:45 PM) (Client) 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 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 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) said: So sorry (8:50:27 PM) (Client) said: It's xxxxxxxx@yahoo.com (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) 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) 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) said: I don't have enough to for next month rent

2 (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) said: No I male (9:00:04 PM) (Client) said: I am * (9:00:05 PM) (Agent) Alma Garcia said: Is your name Cynthia? (9:00:27 PM) (Client) said: My is just 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) 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 . (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 (9:08:07 PM) (System) said: session ended

3 Sample 2 Transcript Workbook Tuesday, March 29, 2016 (6:20:28 PM) (System) said: This is 211 Vet2Text. While you wait for the next available vet, briefly tell us how we may help? (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) 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) said: (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) 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 the referrals? (6:30:23 PM) (Client) said: 4 (6:30:51 PM) (Client) said: Yes please xxxxxxxx304@yahoo.com (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? (6:31:26 PM) (Client) said: Yes (6:32:05 PM) (Agent) Carlos Lopez said: Can I have your first and last name? (6:32:58 PM) (Client) said: Donny Francisco (6:33:07 PM) (Agent) Carlos Lopez said: Also phone number please? (6:33:31 PM) (Client) said: XXX XXX XXXX or XXX XXX XXXX (6:36:56 PM) (Agent) Carlos Lopez said: You will receive an with 2 referrals for veterans at risk of becoming homeless. (6:37:13 PM) (Client) 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 also. (6:39:56 PM) (Client) said: Ok I will. Thanks again (6:40:52 PM) (Agent) Carlos Lopez said: Ill be ending the chat now. (6:41:14 PM) (System) said: session ended

4 Sample 3 Transcript Workbook Tuesday, March 15, 2016 (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) said: Los Angeles (10:35:01 AM) (Agent) Richard Taylor said: Can I have your zip code please. (10:35:28 AM) (Client) said: (10:37:18 AM) (Agent) Richard Taylor said: Do you have access to I can you information (10:38:22 AM) (Client) 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) 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) 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) 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) said: No sir. (10:42:54 AM) (Agent) Richard Taylor said: Also was the discharge honorable? (10:43:13 AM) (Client) 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) 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) said: Yes, that would be fine. (10:47:01 AM) (Agent) Richard Taylor said: May I have your address? (10:47:36 AM) (Client) said: Xxxxx.Xxxx2@gmail.com (10:50:04 AM) (Agent) Richard Taylor said: In the 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) said: Ok.

5 Sample 4 Transcript Workbook 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) said: (5:15:25 AM) (Agent) Alma Garcia said: Thank you. Would you like this information ed to you? (5:15:41 AM) (Client) 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* (5:18:43 AM) (Client) said: Yes (5:19:55 AM) (Agent) Alma Garcia said: Thank you for your service! May I offer to the information to you? (5:20:28 AM) (Client) said: Sure... (5:20:41 AM) (Client) said: Xxxxxxx818@gmail.com (5:21:35 AM) (Agent) Alma Garcia said: Thanks. You will get an from 211 LA County Do Not Respond. It will contain all pertinent information needed. (5:22:16 AM) (Client) 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? (5:27:07 AM) (Client) said: Yes (5:27:44 AM) (Client) 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) 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 has been sent. We are here 24/7 for resources and information. This session has just ended. Have a great day!

6 Sample 5 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) said: Hi Richard. Thank you (1:27:58 PM) (Agent) Richard Taylor said: Is the veteran male or female? (1:28:02 PM) (Client) said: Zip code (1:28:35 PM) (Client) said: Male (1:28:48 PM) (Agent) Richard Taylor said: Does he have medical insurance? (1:29:11 PM) (Client) said: No (1:29:56 PM) (Agent) Richard Taylor said: Does he have a source of income? (1:30:28 PM) (Client) 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) said: Yes please. Thank you (1:33:32 PM) (Agent) Richard Taylor said: Do you have access to I can you everything that I find? (1:34:22 PM) (Client) said: Yes. Please me at mhawker@interfaithservices.org (1:34:56 PM) (Agent) Richard Taylor said: Does he have a source of transportation? (1:35:22 PM) (Client) said: Yes (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) said: no thank you (1:39:09 PM) (Agent) Richard Taylor said: Im ing you 4 different agencies. Please check your spam box it sometimes get filtered there (1:39:46 PM) (Agent) Richard Taylor said: sent. (1:40:18 PM) (Client) 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. (1:41:21 PM) (System) said: session ended

7 Sample 6 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) said: Looking for good counseling near (3:56:20 AM) (Client) 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) 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) 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 or text mesage? (4:03:19 AM) (Client) said: is Dxxxxxx@gmail.com (4:04:15 AM) (Agent) Larry Mills said: ok great, the 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 , 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) 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) said: Cool, will they share witva if I authorize it? (4:10:05 AM) (Client) said: Yes (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 to your inbox, if its not there please check your spam folder (4:11:23 AM) (Client) said: Ok (4:11:35 AM) (Agent) Larry Mills said: did you have additional requests? (4:13:03 AM) (Client) said: That is the key

8 (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: session ended

9 Sample 7 Wednesday, April 06, 2016 (2:18:20 PM) (System) said: This is 211 Vet2Text. While you wait for the next available vet, briefly tell us how we may help? (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) said: (2:39:58 PM) (Client) said: (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) 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) 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: (2:49:11 PM) (Agent) Jose Perez said: Are you still there? (2:50:10 PM) (Client) said: Yes I have an honorable 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? (2:51:00 PM) (Agent) Jose Perez said: That is great! The program is called Coordinated Entry System. Is there an I can forward the information to? (2:52:47 PM) (Client) said: Miguel_pmmz@yahoo.com (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?

10 Sample 8 Sunday, April 17, 2016 (11:54:20 AM) (System) said: Welcome to 211 LA County Live. 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) said: Ok thank you (11:59:59 AM) (Client) 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) said: (12:01:25 PM) (Agent) Natalie Miles said: That would be the Downey area? (12:01:38 PM) (Client) said: Yes (12:02:12 PM) (Agent) Natalie Miles said: Searching for some resources for you. (12:02:36 PM) (Client) 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) 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) said: I'll take all of those resources (12:09:20 PM) (Agent) Natalie Miles said: OK (12:09:44 PM) (Client) 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) said: Ok. My is xxxxown@gmail.com (12:12:27 PM) (Agent) Natalie Miles said: Thank you. I have sent you the information for the Bell

11 (12:12:54 PM) (Client) said: Ok thank you Shelter through the Salvation Army and Volunteers of America in Compton and El Monte. (12:12:56 PM) (Agent) Natalie Miles said: If you do not see the in your in box you may need to check the spam folder. (12:13:23 PM) (Client) 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 (12:14:42 PM) (Client) 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? (12:15:19 PM) (System) said: session ended

12 Sample 9 Saturday, April 02, 2016 (10:30:23 PM) (System) said: This is 211 Vet2Text. While you wait for the next available vet, briefly tell us how we may help? (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) 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) 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) 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) 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. (11:40:28 PM) (System) said: session ended

13 Sample 10 Friday, April 22, 2016 (6:34:06 PM) (System) said: This is 211 Vet2Text. While you wait for the next available vet, briefly tell us how we may help? (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) 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) 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) 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) said: Yes. I just got that today (6:45:16 PM) (Agent) Joanna Castro said: Great. (6:45:17 PM) (Client) 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) said: Yes on the food (6:46:28 PM) (Client) 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) said: (6:47:20 PM) (Agent) Joanna Castro said: Thank you (6:47:41 PM) (Agent) Joanna Castro said: Would you like me to the information that I find for you today? (6:47:57 PM) (Client) said: Yes pleas

14 (6:49:22 PM) (Agent) Joanna Castro said: What's your ? (6:49:54 PM) (Client) said: (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) 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 . (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? (7:00:58 PM) (System) said: session ended

15 Sample 11 Wednesday, April 27, 2016 (2:06:26 PM) (System) said: This is 211 Vet2Text. While you wait for the next available vet, briefly tell us how we may help? (2:07:59 PM) (System) said: Homeless vet in car need home fir wife and son (2:07:59 PM) (System) said: I'm Jose, also a Vet, I'll be helping you today. (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) said: (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) 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 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. (2:34:54 PM) (System) said: session ended

16 Sample 12 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) said: Ok (12:06:50 PM) (Agent) Carlos Lopez said: What type of information were you looking for today? (12:07:04 PM) (Client) 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) 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) said: Ok (12:12:03 PM) (Agent) Carlos Lopez said: I will search for housing referrals. (12:12:21 PM) (Client) said: Ok (12:12:34 PM) (Agent) Carlos Lopez said: Are you staying in the home or leaving? (12:13:24 PM) (Client) said: Well we both are leaving the apartment (12:13:52 PM) (Agent) Carlos Lopez said: Ok. (12:14:11 PM) (Client) 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. (12:14:34 PM) (Client) said: Yes (12:15:53 PM) (Agent) Carlos Lopez said: Do you have an so we can send the referrals? (12:16:38 PM) (Client) said: Yes. Miguel@gmail.com (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? (12:17:35 PM) (Client) said: Yes

17 (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) said: Miguel P (12:20:33 PM) (Agent) Carlos Lopez said: You will get the shortly (approximately 5 min.) with the housing resources for veterans. (12:21:36 PM) (Client) said: What about the back taxes? (12:22:31 PM) (Agent) Carlos Lopez said: I am searching. (12:22:50 PM) (Client) 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) said: Ok (12:23:25 PM) (Agent) Carlos Lopez said: Is it to file taxes or pay taxes? (12:24:10 PM) (Client) 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 (12:29:08 PM) (Agent) Carlos Lopez said: BOE MEMBER JEROME HORTON CULVER CITY VITA 5901 GREEN VALLEY CIRCLE SUITE 200 CULVER CITY, CA (12:30:32 PM) (Agent) Carlos Lopez said: Ok. Be sure to check your spam for the . I will be ending this chat now. Please contact us at anytime. (12:32:47 PM) (System) said: session ended

18 Sample 13 Wednesday, March 09, 2016 (3:18:59 PM) (System) said: Rental assistance (3:18:59 PM) (System) said: I'm Jose, also a Vet, I'll be helping you today. (3:19:17 PM) (Client) said: Ok great Jose (3:19:39 PM) (Client) 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) said: Sure (3:21:35 PM) (Client) 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) said: Sure my zip is (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) 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) 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) 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) 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) said: I'm still in my place but will have to leave if I can't pay my rent

19 Sample 14 Friday, April 15, 2016 (2:50:29 PM) (System) said: This is 211 Vet2Text. While you wait for the next available vet, briefly tell us how we may help? (2:51:55 PM) (System) said: Homelessness while in enrolled in school Emergency situation no where to stay the night (2:51:55 PM) (System) said: I'm Jose, also a Vet, I'll be helping you today. (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) 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 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 (3:00:01 PM) (System) said: session ended