Case Study: 2-1-1 San Diego achieves 15% boost in crisis response effectiveness with Articulate Storyline

2-1-1 San Diego Uses Articulate Storyline to Boost Crisis Response Effectiveness By 15%

2-1-1 San Diego is a public assistance hotline that connects callers with resources for food, utilities, domestic issues, addiction recovery, and more. Because agents handle emotionally charged, sensitive conversations, the organization needed a way to train consistent, compassionate communication skills without pulling staff off the phones—essentially “changing a tire while the car is still driving.”

Learning designer Gio Jones used Articulate Storyline to build three interactive courses—featuring in-house audio, branching scenarios, drag-and-drop exercises, and personalized variables—so agents could practice realistic dialogues on the job. The program let 60 agents complete training in shifts within 30 days, produced the first course in 10 weeks, and became the core onboarding/refresher tool; caller satisfaction rose 5% in month one and climbed 2% each month thereafter for a 15% increase in six months.

2-1-1 San Diego

Gio Jones

Learning Designer & Developer