Accessing Health and Human Services

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Accessing Health and Human Services Help Starts
Here
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211 LA County Mission Statement

• To improve access to health and human services
  for Los Angeles County residents.
• .

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211 LA County

• Calls are free and confidential
• Available 24/7 days a week
• Services provided in over 125 languages
• TTY for hearing impaired
• Database of 4,500 community resources

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2-1-1
A free, accessible, 3 digit telephone number that
gives everyone access to the vital community
services that they need.
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2-1-1 National Movement
2-1-1 serves approximately 196 million Americans
over 65 of the U.S. population 212 active
2-1-1 systems covering all or part of 41 states
(including 19 states with 100 coverage) plus
Washington, DC and Puerto Rico. Canada has an
additional 5 locations (for more information
about Canada go to http//www.211canada.ca/).
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2-1-1 HISTORY

• 1997 - first 2-1-1 in Atlanta Georgia
• 1998 - discussions began in California
• 2000 - FCC assigns 2-1-1 for Health and Social
  Services
• 2003 - CPUC adopts CA standards for 2-1-1
• 2005 CPUC awards 2-1-1 designation to Info Line
  of LA
• July 2005 - 2-1-1 goes live in Los Angeles,
  Orange, Riverside, San Diego, Santa Barbara
  counties reaching over 18 million people
• 2007 18 counties and over 80 of CA with 2-1-1
  service

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2-1-1 Information and Referral

• Comprehensive Database current, accurate
  information about services organized in a way
  that is easily retrieved and useful, maintained
  by certified Resource Specialists
• Trained Information and Referral Specialists
  Qualified staff able to assess callers needs and
  help them identify underlying life conditions
  that may be affecting those needs
• Quality Referrals Connections to appropriate
  public, non-profit and private providers for
  services the caller needs

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Health and Social Services

• 2-1-1 provides information and referrals for
  every day needs and in times of crisis. 2-1-1 can
  offer access to the following types of services
• Basic Human Needs food, shelters, utility
  assistance.
• Physical and Mental Health Resources health
  insurance, Medi-Cal and Medicare, counseling,
  crisis intervention, drug and alcohol programs.
• Employment Support financial assistance, job
  training, transportation assistance, education
  programs.
• Support for Older Americans and Persons with
  Disabilities adult day care, Meals on Wheels,
  transportation, respite home health care.
• Support for Children, Youth and Families
  childcare, after school programs, Head Start,
  recreation programs, tutoring, protective
  services.
• Volunteer Opportunities and Donations.

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Anatomy of a 2-1-1 call
Establishes rapport Diffuses emotional
barriers Establishes need(s) through in-depth
assessment Searches database for appropriate
resources
Dials 2-1-1 Local phone company routes to 2-1-1
call center
Caller in need
2-1-1 Community Resource Advisor empowers caller
by providing accurate, enabling information and
appropriate referral(s) to agencies able to help
with the identified need(s)
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2-1-1 Yields Broader Benefits
Direct Service Programs and Providers Have an
outlet for providing information about changes in
programs/eligibility and service
availability. Service Agencies and
Professionals No longer pressured to search for
information outside their service scope or to
help clients who belong elsewhere. Specialized
IRs Know calls requiring their expertise will
get referred to them. Disaster Officials Have a
dissemination mechanism for critical
up-to-the-minute public information. Law
Enforcement No longer gets non-emergency
calls. Public Officials Have a place to refer
constituents in need of help.
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Call Statistics
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Collaboration

• MCAH Survey of partner agencies for 211
• Focus on obesity prevention for youth and women
  of child bearing age. Programs added to database.
• Co-Chair Perinatal Services workgroup.
• Distribute lists of existing services for review
  by group to encourage new resource reporting
• LABBN Network with Collaboratives and partner
  agencies and add to 211
• Research Perinatal resources in geographic areas
• Conduct profile blitz for Antelope Valley
  resources

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Collaboration

• EII Collaborative Early Identification and
  Intervention Collaborative.
• Participation in Group-Addition of Family
  Resource Centers to 211 database.
• Proposal to conduct pre-screening for EII using
  PEDS with callers to First 5LA Parent Connect
  hotline.
• DPH Health Advisories from DPH special notices
  on clinic and hospital closures
• PPP Updates sent on monthly basis to 211 CRAs
• Non-profit CHDP providers added to 211 database

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Areas of Database Enhancement

• Weight management 34 Programs
• Nutrition 131 Programs
• Breastfeeding Support 52 Programs
• Postpartum Depression counseling - 65 programs
• Physical Fitness 441 Programs

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Perinatal and Obesity-Related Resources
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Resources continued
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211 Resource Contacts

• Claudia Haro, Resource Specialist
• [phone] ext. 2197
• claudia_at_211la.org
• Presenter
• Ellen Shannon, Resource Editor
• [phone] ext. 2132
• eshannon_at_211la.org

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211 Online

• View our website at www.211LACounty.org
• Or access our information on the Healthy City
  website www.healthycity.org
• Click on Services
• Search by service, or agency name
• Includes geographic mapping