211 Tulsa Helpline A Better Way to Access Health and Human Services

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2-1-1 Tulsa HelplineA Better Way to Access
Health and Human Services

March 2007
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What is 2-1-1?
The number to call when you dont know who to
call Like 9-1-1 for emergencies, a faster
access for social services 24/7 personal
assistance and follow up by certified IR
specialists Up-to-date resource information on
services Bilingual and tele-interpreter access
to help Public information point in disasters
and crises
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2-1-1 Tulsa 2006 Highlights

• Celebrated one year anniversary July 11th,
  2006
• 72,071 caller contacts (52 increase)
• 24/7 service to Tulsa, Creek, Okmulgee, Rogers,
  Wagoner, and portions of Osage Counties
• 2-1-1 connectivity for cell phone users
• Upgraded technology with VoIP remote call
  taking and enhanced call management
• Expanded role in disaster response and recovery
  in community

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2-1-1 Call Volume Grows2005 - 2006
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2-1-1 Helps Keep Us Safe

• Vital link in emergency preparedness and response
  planning
• Public health alerts and information
• Hurricanes Katrina and Rita evacuees in Oklahoma
• May, 2006 micro-burst storm
• 2006 summer heat wave
• 2007 ice storms

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2-1-1 Makes a Big Difference

• Thank you to 2-1-1 for the legal referrals. The
  legal advice I received helped solve my problem.
• Susan A.
• My father was suicidal when he called 2-1-1 and
  a real sweetheart talked to him and got him
  connected to help. She also called back to check
  on him. He is doing fine now. 2-1-1 saved his
  life. Kurt S.
• Thank you SO much from the bottom of my heart
  for helping me get an air-conditioner.
• Betty V.

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2-1-1 Addresses Critical Needs
Callers often have multiple needs
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2-1-1 Links People toCritical Help

• Financial Assistance
• Boston Ave.
• Helping Hands 8,704
• Salvation Army 8,432
• Neighbor for Neighbor 3,528
• John 316 Family Center 2,550
• Health Care
• OU Tulsa Bedlam Clinic 1,953
• Good Samaritan Clinic 1,841
• Tulsa County Social Svs 1,167
• Morton Clinic 1,114

• Mental Health
• Family Children Svs. 1,837
• (COPES -690)
• OKDMHSAS 680
• Associated Centers for
  Therapy 420
• Mental Health Assoc. 417
• Food
• John 316 Family Center 4,760
• Baptist Ministry Center 1,895
• Catholic Charities 1,874
• Emergency Infant Svs. 1,082

A caller may have multiple referrals
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2-1-1 Supports Systems DevelopmentPrenatal Care
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Babyline, Planline and Kidsline Track Trends

• Babyline schedules prenatal appointments for 44
  of resident births in Tulsa County
• 99 are uninsured and/or on Medicaid
• 79 of pregnancies are unplanned
• 30 of callers are Spanish speaking
• Kidsline scheduled 235 appointments for children
  in 2006, 54 were Hispanic
• Prenatal care and family planning services for
  uninsured are scarce
• Babyline data supports community planning for
  prenatal services

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2-1-1 EnhancesOther Agencies Services

• Agencies redirect callers seeking services not
  provided by the agency to 2-1-1
• Agencies staff call 2-1-1 or access 2-1-1 web
  site for additional health and human service
  options for clients
• 2-1-1 staff provides training on IR skills and
  social service system
• 2-1-1 has relationships with 911s, crisis service
  providers, and agencies serving special needs
• 2-1-1 has co-marketing partnershipse.g., PSAs on
  breast cancer awareness, mentoring, womens health

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Human Service OrganizationsValue 2-1-1

• The Salvation Army appreciates the way clients
  seeking utility assistance, emergency shelter and
  daily meals are prepared by 2-1-1 to know service
  hours, eligibility requirements and what
  supporting documents to bring. 2-1-1 creates
  efficiency in the helping process for the client
  and the agency.
• Tracey Booth, Executive Director
• Salvation Army Center of Hope

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2-1-1 Brings State of the Art Technology to
Social Services
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2-1-1 Call Centers Technology

• Telephone Technology Upgrade
• VoIP remote call talking capacity
• On-site and remote call monitoring of calls
• Health and Human Service Database
• 2,600 programs coded by geographic and AIRS
  taxonomy keywords
• Technology enables service continuity
• Remote access to database and phones
• Plans to develop back-up site at THD with
  generator power

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2-1-1 Impacts the Whole State

• 2-1-1 Tulsa Helpline is performing at the top
  level and highly respected among members of the
  Oklahoma 2-1-1 Advisory Collaborative. The
  program's willingness to expand into six more
  counties during 2007 will enable 2-1-1 to serve
  more Oklahomans in the most efficient manner."
• Steve Willoughby, Chairman Oklahoma 2-1-1
  Advisory Collaborative
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2-1-1 in Oklahoma
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Senator Brian Crain makes the first honorary cell
phone call to 2-1-1 at press conference July 11,
2006
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Funders Support the Growth of 2-1-1

• Tulsa Area United Way
• Chapman Trust
• Oklahoma Department of Human Services
• Foundations

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2-1-1 Looks Toward the Future 2007-2008

• Meeting funding needs
• Expanding 2-1-1 to Adair, Cherokee, Okfuskee,
  Muskogee, McIntosh, Sequoyah - April 1, 2007
• Developing service relationships and targeted
  marketing in rural counties
• Enhancing emergency response capacity
• Partnering with public agencies
• Achieving AIRS Accreditation for 2-1-1 Tulsa
• Responding to calls, expected to exceed 80,000