🔒Pellerin helps change United Way’s IT culture

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Leo Pellerin, chief information officer of United Way of Connecticut Inc. (UWC), makes the phones work, literally.

The United Way's mission is connecting people to services and information, be it housing assistance, daycare options or disaster relief. It only happens if the phones are working and the website is running at full potential.

“Leo has changed the culture of IT at UWC by, first and foremost, focusing on technology solutions that support our business needs,” says Tanya Barrett, the nonprofit's senior vice president. “If we can dream it, he will figure out the best options for making it happen.”

When Pellerin joined United Way seven years ago, he felt he could add vision to the technology component of how the organization functioned.

“It's been a great experience,” says Pellerin. “IT is truly part of the plan and part of the strategy.”

Pellerin saw opportunity to make the United Way website more responsive to real-time needs. Users can now search the 2-1-1 database to find volunteer opportunities, low-income housing information and assistance with children suffering from mental illness. They can also input an area code to get referrals for daycare options.

These changes made the organization, which relied heavily on call-center representatives, more efficient, he says.

“One of the things it does is reduce phone calls,” he said. “If people can find (information) online they don't need to call.”

In that way, the highly trained representatives have more time to devote to complex issues as they continue to answer phones 24/7.

Pellerin says it's one of the best 2-1-1 websites in the country.

“We've been pushing it and adding features; listening to the people on the other end. Asking 'What do they want,' ” he said. “We help people in a smarter way. It's not a person on a phone, but we model the program after what people would get if they called. We think about what questions they will ask.”

He calls it working from “the outside, in.”

The 2-1-1 Connecticut system is also relied upon by the state as a first responder during disasters, which meant Pellerin saw an opportunity to scale up, moving systems to the cloud, investing in generators and adjusting technology and the ability to move call services to other United Ways.

During the Oct. 2011 snowstorm, the call center and website systems worked so well the state of Connecticut relied on United Way to be responsive to emergency needs and to share information.

Speed of delivery is a source of pride for Pellerin. With his departmental changes, the United Way can set up a new emergency webpage within an hour and assist other United Ways out of state.

“When you're in a disaster you better be able to turn things around in a hurry and react to any situation,” he said.

Barrett says United Way is “lucky to have Leo's perfect blend of leadership, technical expertise and ability to get things done.

“I am impressed by his exceptional ability to make connections and communicate with everyone he meets,” she said.

Pellerin lives in Coventry with his wife, Monica, of 21 years, and has college-age children, Douglas and Sydney. He loves to travel (he has visited all but four states) and he is often seen at University of Connecticut basketball games at the sideline table, compiling stats and assisting with IT for his alma mater.

Pellerin currently serves on the board of directors for the Society for Information Management, the Pathways to Technology Industry Advisory Board and a state of Connecticut cybersecurity committee.

On the job

Guiding business principle: Stay transparent and sell the idea before you implement it.

Best way to keep your competitive edge: Stay just slightly ahead of the pack when it comes to technology and never sit on your laurels.

Best business decision: Outsourcing web design without sacrificing the advantages of our internal expertise.

Worst business decision: An Office 2003 rollout that did not include end-user training.

Biggest missed opportunity: Not taking on a major project that would lead to a promotion because I felt it would not succeed.

Goal yet to be achieved: Mastering business intelligence for our organization.

Personal touch in your office: A boomerang, a painting my daughter made and my Bluenose certificate that I earned as a civilian.

Personal side:

Town of residence: Coventry

Favorite way to relax: Time spent anywhere near a lake with family.

Hobbies: Craft beer aficionado and college basketball fan

Last vacation: Southern Spain and Morocco

Favorite movie: “Back to the Future”

The car you drive: Infinity

Favorite cause: My local United Way

Second choice career: Teaching

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