Where We Are: The 411 on 2-1-1

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Where We AreThe 411 on 2-1-1

• United Way Association of South Carolina

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What is 2-1-1?

• 2-1-1 is an easy-to-remember telephone number
  that connects people with important community
  services and volunteer opportunities.

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Why 211?

• Finding help is incredibly difficult especially
  when seeking basic services such as emergency
  food, shelter, prescription assistance, etc. In
  addition to lacking a clear front door to
  services, it is also challenging to navigate the
  maze of social services.
• The human services system is not only inefficient
  and costly, but is confusing and time consuming
  for consumers seeking to give or get help. It
  doesnt have to be this way.
• A 2004 University of Texas at Austin cost-benefit
  analysis of 2-1-1 estimates a net value to the
  USA approaching 130 million in the first year
  alone, and a conservative estimate of 1.1
  billion over ten years.
• 211 simplifies this system by providing
  information after simply dialing three
  numbers211.

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Why 211?

• One call gives you access to resources across
  your community. 2-1-1 is efficient, fast and easy
  to use by telephone or internet
• No more wrong numbers no more wasted time
  trying to find the right resources.
• 2-1-1 is a confidential call most often the
  name of the caller is not even taken.
• 2-1-1 maintains the integrity of the 9-1-1
  system saving that vital community resource for
  life and death emergencies.
• 24-hour/7 day a week availability 2-1-1 is
  always there for you.
• 2-1-1 is an easy way to find or give help in
  your community.
• .

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Why 211?

• 2-1-1 strengthens your community by uniting the
  people in your area who want to help with those
  who need help.
• 2-1-1 is a useful planning tool. Based on
  aggregate data about the types of calls that the
  2-1-1 Center receives, communities are in a
  better position to anticipate demand for services
  and mobilize resources to meet changing needs.
• 2-1-1 touches the lives of every person in the
  community, and whether you are in a situation
  where you need help or find yourself later in a
  situation to give help, 2-1-1 is always there for
  you.
• .
• .

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What Types of Resources Does 2-1-1 Track?

• Basic Human Needs food banks, clothing closets,
  shelters, rent assistance, utility assistance.
• Physical and Mental Health health insurance
  programs, Medicaid and Medicare, maternal health,
  Childrens Health Insurance Program, medical
  information lines, crisis intervention services,
  support groups, counseling, drug and alcohol
  intervention and rehabilitation.
• Employment Supports financial assistance, job
  training, transportation assistance, education
  programs.

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What Types of Resources Does 2-1-1 Track?

• Support for Older Americans and Persons with
  Disabilities adult day care, congregate meals,
  Meals on Wheels, respite care, home health care,
  transportation, homemaker services.
• Support for Children, Youth and Families
  childcare, after school programs, Head Start,
  family resource centers, summer camps and
  recreation programs, mentoring, tutoring,
  protective services.
• Volunteer Opportunities and Donations.

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What Does 2-1-1 Do During a Crisis?

• 2-1-1 is a critical information system, which
  is necessary prior to, during and after a
  community crisis such as a terror attack, public
  health emergency, flood, fire, or other local or
  national tragedy.
• 2-1-1 responds immediately during times of
  crisis, to field calls regarding the crisis and
  to direct callers to services most appropriate
  for their needs.
• Once 2-1-1 is implemented, it maintains a
  permanent presence in the community. As a result,
  people can find the help they need whether their
  needs arise a week or several years after the
  crisis event.

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What Does 2-1-1 Do During a Crisis?

• Following Hurricanes Katrina and Rita, FEMA
  issued a follow-up study making a strong
  recommendation that states should move forward on
  statewide 2-1-1 implementation.
• Following recent tornadoes in Kansas, unusually
  severe snow storms in the Midwest and Northeast,
  heat waves in the Great Plains, wild fires in the
  West and South, and a chemical spill in
  Graniteville, South Carolina, the 2-1-1 system
  provided residents invaluable information and
  connections to important resources.
• SC 2-1-1 successfully demonstrated a disaster
  response scenario this summer for DHEC, Emergency
  Management Division and Budget and Control Board.

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South Carolinas 2-1-1 Network

• The South Carolina Budget and Control Board is
  governing authority over the South Carolina 211
  Network.
• Each county may have a 2-1-1 Center.
• Must be accredited by the Alliance of Information
  and Referral Services (Three year phase-in.
  Currently Midlands is accredited, the other
  Centers have begun the process, which may take 18
  months.)
• Centers must share referral information through a
  common database.

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South Carolinas 2-1-1 Network

• Each Center must have an automated call
  distribution system to track, call volume, number
  of abandoned calls, average speed of answering,
  average call length and other appropriate call
  center statistics.
• Each Center must submit annual report on its call
  volume, number of abandoned calls, average speed
  of answering, average call length, information on
  inquirer needs, unmet needs, and barriers to
  services.

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South Carolinas 2-1-1 Network

• Three Call Centers- serving over 20 of South
  Carolinas population making referrals to 75,000
  callers annually. Current budget 1,000,000
• 2-1-1 Aiken Help Line- Serves Aiken and Pickens
  Counties (United Way Partner Agency)
• United Way 2-1-1 Midlands- Serves Lexington,
  Richland and Newberry Counties (will serve York
  09/01/07)
• Trident United Way 2-1-1- Serves, Charleston,
  Berkeley, and Dorchester Counties

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Bringing 2-1-1 Home

• Several Models are Possible
• County Call Center
• Stand alone (Aiken) or United Way (Midlands,
  Trident)
• Local calls routed to one of the current 2-1-1
  Centers (Pickens, YorK)
• Community-based hybrid
• Calls answered in local agency (United Way,
  community partner or state/local government) and
  evening/weekend calls routed to one of the 2-1-1
  Centers
• One we havent thought of.

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2-1-1 Costs For Local Communities

• Costs are variable depending on the model
• Single County Call Center
• highest cost
• Local calls routed to one of the current 2-1-1
  Centers
• lower per call costs
• needs local resource coordinator (UW or agency)
• Community-based hybrid under authority of a
  current certified center
• uses existing infrastructure (requires CIRS
  certification of IR specialist)
• builds on existing community knowledge
• lowest start-up and maintenance costs
• night and weekend calls go to supervising center

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2-1-1 Matters. For all of South Carolina.