LIFE LINE

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LIFE LINE United Way
For the New York Finger Lakes Region
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What are N-1-1 numbers?
Three digit codes of which the first digit can be
any digit other than 1 or 0, and the last two
digits are both one. There are only eight
possible N11 codes, making N11 codes among the
scarcest of numbering resources.

• 311 - Non-emergency police and government
  services
• 411 - Local directory assistance
• 511 - Federal Transportation access to traffic
  information
• 611 - Repair service
• 711 - Deaf and hard of hearing relay service
• 811 - Call Before You Dig listing of
  underground utilities for contractors
• 911 - Emergency police, fire, ambulance

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What is 2-1-1?

• A simple and easy-to-remember number to call
  when people need help or access to health and
  human services.
• Like 911, it easily and directly connects the
  caller to a local or regional call center. It is
  not an emergency service access point.
• The 2-1-1 call center provides direct personal
  assistance. After an interview with a caller to
  gain an understanding of specific needs,
  Information and Referral Specialists provide the
  caller with detailed information about and
  referral to appropriate agencies, programs and
  services.
• It is a 24-hour, multi-lingual service so people
  get help and information when they need it.

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What Will It Provide?

• Access to an extensive database of Health and
  Human Services information used by Certified
  Information Referral Specialists
• 24/7 operation
• Web-accessible information
• The place to call to get or give help
• The regions social health barometer

Year 1 Projection 131,880 calls based on the 1.4
million population of the Finger Lakes Region
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 2-1-1 serves approximately 119 million Americans
- over 40 of the US population 156 active
2-1-1 systems covering all or part of 31 states
plus Washington D.C.
WA
VT
ND
ME
MT
NH
MN
OR
WI
MA
ID
SD
NY
MI
WY
RI
IA
CT
PA
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NE
NJ
NV
OH
MD
IL
DE
UT
IN
WV
DC
CA
CO
VA
KS
MO
KY


NC
TN
OK
AZ
SC
AR
NM
AL
TX
MS
GA
LA
HI
FL
PR
AK

• 2-1-1 Centers operating
• Implemented
• Operational phase
• Planning Phase

http//www.211.org
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Call Center Requirements

• 24/7 capability
• Accredited by the Alliance of Information and
  Referral Systems (AIRS)
• Computerized data base (accurate and
  up-to-date).
• Web accessible
• Automated call distribution system
• TTY and multi-language capability
• Ongoing public education capacity
• Call tracking capability
• Crisis call capacity

LIFE LINE currently meets or exceeds all these
requirements.
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LIFE LINE will operate the 2-1-1 Service in these
counties
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Why Is This Good For My Agency?

• Convenient access to the regions Health and
  Human Service information 24/7 via telephone and
  Internet.
• By helping us keep your agency data accurate, we
  can make sure we are sending you only those
  people who you are able to serve.
• Accurate referrals means less wasted time for
  your staff in redirecting inquiries to your
  service.
• Your services will be publicized without any
  further effort on your part
• 2-1-1 can save agency time from maintaining your
  own information on resources, you can simply call
  or go to the web and get it.

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Case Workers Gain Faster Access To Comprehensive
Information

• As a Social Worker in an emergency room, I need
  fast and accurate resource information for my
  patients before they are discharged. With 2-1-1
  Im going to be able to do that by accessing the
  2-1-1 website, where I can go and find all of the
  information Ill need, print it out and give it
  to my patients to take home with them.

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What Can 2-1-1 Do For Callers?

• One call offers information about resources
  across the community or region.
• 2-1-1 is efficient, fast and easy to use.
• No more wrong numbers no more wasted time trying
  to find the right resource(s).
• 2-1-1 is a confidential call it is often also
  anonymous.
• 24-hour/7 day a week service 2-1-1 is always
  available.
• 2-1-1 is part of an international initiative
  one number will soon work across the US and
  Canada.

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What Can 2-1-1 Do For The Community?

• 2-1-1 is a useful planning tool. By using
  aggregate data about the types of calls that the
  2-1-1 Center receives, communities are in a
  better position to understand and anticipate
  demand for services and mobilize resources to
  meet changing needs.
• 2-1-1 can play a pivotal role in time of
  emergencies to assist in the dissemination of
  information to our community.
• 2-1-1 can serve as a central repository that can
  be accessed by community collaboratives and
  agencies for development of service directories.

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2-1-1 touches the lives of every person in the
community, whether you are in a situation where
you need help or find yourself in a situation to
give help, 2-1-1 is always there for you.
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For More Information

• For national information, visit www.211.org for
  New York State information, visit www.211ny.org
• Contact Cathleen Kelly, Information Services
  Coordinator ckelly_at_abvi-goodwill.com