Beatrice Rodriguez: Director, Service Delivery. Beatrice is responsible for oversight and coordination of daily operation of providing quality information and referral services to people calling the 2-1-1 Texas/United Way Helpline. She develops processes and procedures for workforce management to ensure 24/7 coverage of helpline activities including after-hours coverage to those partner organizations. Beatrice is responsible for managing and evaluating productivity metrics and developing and implementing training for all Information and Referral specialists for UWGH 2-1-1. She manages Inform USA accreditation standards and oversees quality assurance protocols. Beatrice supervises Special Projects and oversees engagements with strategic initiatives. She supervises Information & Referral Managers for Helpline delivery service. Beatrice holds a B.A. in Criminal Justice from Sam Houston State University and an M.A in Criminology as well as an M.A. in Family Therapy from University of Houston – Clear Lake. Beatrice has been with the 211-Texas/United Way Helpline for over 6 years. Beatrice currently sits on the Inform Texas Board.