2-1-1 in Minnesota/Western Wisconsin

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2-1-1 in Minnesota/Western Wisconsin

• Received accreditation by AIRS in 2008
• Staffed 24 hours/7 days a week
• Serves all 87 counties in Minnesota Douglas,
  Pierce, Polk and Saint Croix counties in
  Wisconsin
• Service available in multiple languages
• Took over 263,000 calls and made over 442,000
  referrals in 2011

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2-1-1 Database

• Over 9,000 agencies listed as of 2011
• Over 24,000 services listed as of 2011
• Statewide System All 2-1-1 call centers in the
  state use the same database (CTK software) and
  have access to all of the agencies and services
  in it
• Searchable by name, type of service, area served
  and/or physical location

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Website Goals

• Provide another mode of access to 2-1-1 resources
• Adhere to the preference of younger generations
• Provide self-service functions for community
  partners and professionals
• Shift call volumes to other modes of access

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Website Strategies

• Clean and simple with emphasis on 2-1-1 resources
• Develop the site as a services platform
• Strongly focus on ways different constituencies
  will use the site

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Key User-Professional

• Works for community agency, organization or
  government entity
• Seeks information to assist or on behalf of
  another individual or client
• Performs repeated searches
• Has great trust for 2-1-1 as a community resource
• Self service functions a plus

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Key User-Community Member

• Seeks resources on a range of topics
• Seeks ease of use and access
• Often low income
• Includes many different groups and constituencies
• Next generation to use 2-1-1 (5.5 of our callers
  in 2011 were under age 18)

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Website Launch

• http//www.211unitedway.org
• Soft launch (Phase 1) occurred on December 20,
  2011
• Public launch (Phase 2) occurred on April 23,
  2012
• Future phases launching later this year

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Phase 1 Core Feature-Database Search

• Site organization aligned with taxonomy
• Information pulled from 2-1-1 database of
  resources (CTK software)
• Updated overnight
• Four ways to search for information
• Sort results by distance, name, city, county or
  zip code

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Phase 2 Core Feature-Professional Login

• Registration, login and profile creation for
  professional users
• Agency staff can request updates to be made to
  their agencys information in the database
• Save favorite searches
• View recent searches in historical format

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Phase 2 Core Feature-Administrator Login

• Request database to be updated on an emergency
  basis (for disasters, etc.)
• Total number of searches performed on the site
• Popular searches performed in the last 30 days
  including keyword, city, county and state

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Phase 2 Core Feature-Administrator Login

• Add and edit website pages, news posts (filtered
  by region of the state) and emergency bulletins
• Hide agencies and services
• View and delete professional users accounts if
  needed due to inactivity

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Phase 2-Statewide System Information

• Interactive map of Minnesota and western
  Wisconsin
• Each county on the map links to local 2-1-1 call
  center websites that serve that area. NOTE
  These websites are different from the website
  being demonstrated today and do not include the
  same features.

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Other Features

• FAQs including link to application for new
  agencies to join the database
• Search tips
• Service Bulletins Community events

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Google Analytics Reporting

• Number of new and returning site visitors, page
  views, pages/visit, average time on site,
  location accessed website from, traffic sources,
  agencies viewed, keywords used, etc.
• Received over 5,600 visits during Phase 1
• 64.5 were new visitors and 35.5 were returning
  visitors during Phase 1

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Phase 3

• Additional statistical reporting features for
  administrators
• Help videos for public users and professional
  users
• Website user survey of site content
• User ability to send search results by e-mail to
  another person

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Phase 3

• Enhanced printing features
• Mapquest driving directions linked to agencies
• Link to website for ordering 2-1-1 marketing
  materials for professionals

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Phase 4

• Instant message chat
• Text messaging
• Discussion board
• Social media
• Mobile app for database search

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Contact me atKristen FogertyCeridianUnited
Way 2-1-13311 East Old Shakopee
RoadHQ2EMinneapolis, MN 55425651-994-2719kris
ten.fogerty_at_ceridian.comFacebook Kristen
Fogerty UnitedWay