2-1-1 Tampa Bay Cares - Annual Report October 2011 - September 2012

Creating Connections Between People and Resources

A Message from our Executive Director and Board Chair

To Our Community: Every hour of every day, hundreds of people are in need of essential human services. They are looking for employment, food for their family, help for an aging parent, addiction prevention programs for their teenage children, a place to stay for the night, affordable child care options, support groups and ways of becoming part of their community. Faced with a dramatic increase in the number of needs in our community, people often don't know where to turn. In many cases, people find it frustrating and confusing to access community information and end up going without these necessary services because they don’t know where to start. 2-1-1 Tampa Bay Cares, Inc. mission is “Creating Connections Between People and Resources”. We provide critical connections to those support programs that facilitate access to crisis intervention, information and services. We accomplish this by using enhanced means of technologies as the primary vehicle for delivering that access, and optimize the effectiveness of our community's resources by sustaining a web of connections to meet needs and contribute to positive social change. This annual report provides an overview of our programs and services provided to our community this past year. It also provides organizational highlights such as our recent move to our new location, our financials, our funders, our Board members and staff. We also are pleased to share with you that 92 cents of every dollar is used for direct program support. We are so thankful to our financial supporters, volunteers, Board members and staff who lent their support to help 2-1-1 Tampa Bay Cares, Inc. achieve its mission this past year. It is their commitment and dedication to 2-1-1 and our community that make it possible to achieve such success! We thank you for your interest in learning more about 2-1-1 Tampa Bay Cares, Inc. and encourage you to continue to be informed and involved. We look forward to working with you in supporting the community and its citizens in a positive and rewarding manner. Thank you! Micki Thompson Marion Rich Executive Director Chair, Board of Directors

2-1-1 Tampa Bay Cares, Inc. moved to a new location in May of 2012. In September 2012 we were so pleased to share our enthusiasm of our new location with local businesses, sponsors, elected officials and partner organizations that came out to help us celebrate. At the Open House, utilizing interactive stations, attendees were able to participate in two Official Ribbon Cutting ceremonies, one with the St. Petersburg Area Chamber of Commerce and one with the Clearwater Regional Chamber of Commerce. Open House guests toured our Contact Center, participated in our live tweeting, networked with our Board and staff, and sampled hands-on our new and exciting technologies such as our 2-1-1 mobile app. We were thrilled to see that many of our supporters, funders and non-profit partners that provide direct services to our community were on hand to celebrate our new location, and realize the efforts that we have made together to help people in our community live healthy and sustainable lives.

2-1-1 Celebrating Our New Home

Pictured left to right: Debb Pauley (Board Secretary); Marion Rich (Board Chair); Chief Deputy George Steffen (former Board Vice Chair); Bonnie Bollenback (Board Member); Martha Lenderman (Board Vice Chair); Micki Thompson (Executive Director); Jim Lehrburger (Treasurer); Grant Petersen (Board Member)

Special Awards

2012 Pinellas County Schools

Community Partnership Award

2012 United Way of

Hernando County

Partnership Award

2-1-1 Program Highlights

2-1-1 Program

2-1-1 Tampa Bay Cares, Inc. provides the only free, confidential, multi-lingual, 24-hour dialing code – 2-1-1 - for access to community information, services and resources for the residents of Pinellas and Hernando Counties. 2-1-1 provides one memorable number that connects individuals, families and employees to information about critical health and human services available in their community for every day needs and in times of crisis. 2-1-1 provides a one-stop service for this vital information and enables people to get assistance before they give up by providing someone to talk to and someone to listen. 2-1-1 provides a central source for community, health and disaster information and referral line. In this last fiscal year (Oct. 1, 2011 - Sept. 30, 2012), our highly trained 2-1-1 contact center staff handled 97,961 calls (76,342 inbound & 20,330 outbound follow-up), e-mails (798) and live on-line chats (491) from local residents seeking assistance. The types of 2-1-1 contact requests by percentage include: 55% housing, food and financial assistance; 11% holiday assistance and requests to volunteer and donate at local

community agencies and programs; 8% community and neighborhood centers; 7% physical health care; 6% mental health and substance abuse; 5% legal services; 5% employment and public assistance; 2% tax assistance, credit counseling and money management; 1% other. Over 836 of these calls were suicide prevention related and 529 were

sexual assault related, requiring intensive support and in some instances life-saving assistance.

49.6% of calls benefit children and of those calls 40% include a child under 5 years old.

Accredited by:

Alliance of

Information & Referral

Systems (AIRS)

American Association

of Suicidology (AAS)

Certified by:

FL Department of

Children & Families

(DCF)

Substance Abuse

Prevention and Florida

Council Against Sexual

Violence

2-1-1 Program Highlights

Contact 2-1-1 for Information on

Support for children, youth and families

Support for military families and veterans

Medical and mental health services

Disaster recovery assistance

Support for seniors and persons with disabilities

Financial assistance

Mentoring and tutoring

Free tax preparation sites

Volunteering and donating

Child care information

Connect with 2-1-1

By phone

Via live chat at

www.211connects.org

Email us at

info@211tampabay.org

2-1-1 Program Highlights

Family Services Initiative

The 2-1-1 Family Services Team is part of the 2-1-1 Contact Center for Pinellas residents and serves as an entry point for family member assistance calls to be screened. The screening is to determine the type and scope of information, support and wrap around services the family is requesting. The services provided are to assist families regain stability, connect to local services as appropriate, and/or assist with financial requests through the Juvenile Welfare Board (JWB)/Family Services Pool (FSP). Each family situation and needs are evaluated on a case by case basis. The 2-1-1 Family Services Team staff are authorized to approve JWB/FSP funds for requests that meet a specified level of service type and cost. Examples of assistance can include: beds for families transitioning out of shelter, clothing for children, and documents such as birth certificates to assist with job applications and school enrollment. In the event a family has complex needs (multiple complex referrals, court involvement, etc.) that may warrant face to face assistance, 2-1-1 staff will offer the family the opportunity to meet with a Service Navigator to assess the situation, identify the needs, and develop care plans to assess the family’s requests. From January 2012 - September 2012 our 2-1-1 Family Services Team assisted 1,630 families and 3,640 children.

“I would like to thank

the 2-1-1 Family

Services Team and

whoever is involved

for helping my

family. This program

is truly a blessing for

me and to those

who rely on programs

like this. I can only

hope that a program

like this continues to

help those who need

it. Thanks again!”

--Stacey

“I am so very

grateful to 2-1-1

for your help and

persistence. I will

be referring your

services to anyone I

know that is in

need of help. Thank

you very much!”

--Rachel

Child Care Resource & Referral (CCR&R)

In August 2012, 2-1-1 Tampa Bay Cares, Inc. was awarded the Child Care Resource and Referral service for Pinellas County. This project is funded by the Early Learning Coalition of Pinellas County.

Lifeline-Suicide Prevention/Rape Crisis Hotline

Lifeline 2-1-1 Tampa Bay Cares partners with the National Suicide Prevention Lifeline, answering suicide calls primarily for Pinellas County. 2-1-1 TBC is accredited by the American Association of Suicidology for crisis intervention services and utilizes an evidence-based training called the Applied Suicide Intervention Skills Training (ASIST) model for suicide/crisis intervention. During FY11-12, 2-1-1 Tampa Bay Cares handled 896 calls. Rape Crisis Hotline 2-1-1 Tampa Bay Cares partners with Suncoast Center to provide the Rape Crisis Hotline for Pinellas County. All 2-1-1 Specialists at 2-1-1 TBC are certified by the Florida Council Against Sexual Violence (FCASV) and are trained according to the FCASV Advocacy Core Training (ACT). 2-1-1 Specialists utilize the RIDES model (Relationship Building, Identifying the Problem/Need, Dealing with Feelings, Exploring Options, and Safety) for sexual assault crisis intervention. During FY11-12 2-1-1 Tampa Bay Cares handled 529 calls.

“I cannot express

the words to say

thank you for what

you have done for

my family. I greatly

appreciate the

help. You have no

idea the stress that

has been relieved

from the help you

got for me and my

family.”

--Amanda

2-1-1 Program Highlights

“Thank you so

much for all your

help. My family and

I are so grateful

and hope one day

we can help

someone in their

time of need. Thank

you!”

--Tracy & family

Tampa Bay Information Network (TBIN) Program Highlights

Tampa Bay Information Network - TBIN

The Tampa Bay Information Network (TBIN) is a centralized private and secure web-based database for basic needs health and human service providers to enter, manage and share client information electronically. TBIN is the Homeless Management Information System (HMIS) for Pinellas County. 2-1-1 Tampa Bay Cares is the HMIS Lead Agency for Pinellas County and provides all training, technical support, system performance outcome reporting, and data quality monitoring on behalf of the Homeless Continuum of Care (CoC). As a “best practice”, U.S. Department of Housing and Urban Development mandated project, the TBIN program is an integral part of the Pinellas County’s Homeless Continuum of Care directed by the Pinellas Homeless Leadership Board. TBIN has been operated by 2-1-1 Tampa Bay Cares for 10 years.

TBIN Benefits

for Clients

Clients provide

demographic

information only

once when

accessing services.

Clients get services

faster with a TBIN

ID card.

TBIN Benefits for Agencies

Access the history of services provided to each client.

View real-time shelter bed occupancy.

View financial assistance information including dollar amounts.

Create ID cards for clients.

View client banned history from other providers.

View unduplicated counts of clients seen and services provided.

Monitor clients’ success towards self-sufficiency.

View monthly report card on quality of data entered.

TBIN - Safe Harbor Partnership

In April 2012, 2-1-1 Tampa Bay Cares worked with the Pinellas County

Sheriff’s Office and Pinellas Safe Harbor staff to implement an in/out tool to

help staff understand when and which clients are on and off campus at any

given point in time. When a client receives a bed at Pinellas Safe Harbor, the

client is issued an ID card with a bar code that allows the case management

staff to track services given to the client. The ID card is also used by the

client to scan themselves on and off the campus. The in/out tool allows

Pinellas Safe Harbor staff to know who is on and off the campus at bed

curfew. Not only does this give the staff information about available beds, it

has reduced the new client intake time by 50-75%. You can learn more

about Pinellas Safe Harbor by visiting: www.safeharborpinellas.org.

TBIN Member Agencies

Thirty (30) Pinellas County health and human service agencies participate in

this client management software system which includes 138 programs and

292 system users (health and human service professionals). 2-1-1 TBIN staff

provide the overall administration, training and report generation support for

this network system and the Pinellas Homeless Leadership Board. Our 2-1-1

Contact Center is one of those programs and is able to see and share client

data with these 30 agencies. For example, if a caller is calling for financial

assistance our 2-1-1 Specialist can see if this individual has received financial

assistance at one of the local providers, as well as if they have received

referrals from us or other agencies/programs in the past.

2-1-1

Online Directory

Our 2-1-1 Online

Directory provides a

database of

approximately

3,500 resources

and 8,000 health and

human services.

2-1-1 Mobile App

211Connects Mobile

App helps you find

local non-profit

health and human

service organizations

in the Tampa Bay

area.

Tampa Bay Information Network (TBIN) Program Highlights

Financial Highlights

Volunteer & Board Giving

Volunteers

10 volunteers contributed over 665

hours for FY11-12 valued at over $12,400

Board of Directors

100% Board Leadership Giving for

FY11-12. The Board of Directors contributed 313 hours for FY11-12 valued at

over $5,800

We truly appreciate the support of all of our volunteers who

share their time, talents and experience.

ASSETS 2012 2011

Cash $223,047 156,956

Grants & accounts receivable $85,616 $154,303

Prepaid expenses $72,336 $60,479

Deposits & other assets $18,699 $28,699

Property & Equipment $230,833 $20,027

Total Assets $650,531 $428,464

ACTIVITY SUMMARY 2012 2011

Support & Revenues

Grants & Contract Revenue $1,627,774 $1,652,992

Program Services & Sales $29,116 $17,507

Contributions $22,080 $38,599

Interest Income $168 $178

In-kind Revenue $42,685 $59,716

Total Support & Revenue $1,721,823 $1,768,992

Expenses

Program Services $1,583,819 1,581,693

Supporting Services $143,921 $156,520

Total Expenses $1,737,740 $1,738,213

Increase in Total Net Assets $2,782 $49,478

Net Assets at End of Year $397,767 $376,985

These figures represent the period October 1, 2011 to September 30, 3012. Figures are highlights from 2-1-1 Tampa Bay Cares’ financial statements.

AUDIT The annual audit, overseen by an independent Audit Committee, is comprehensive to ensure that management is fulfilling its responsibilities in providing accurate and reliable financial information. 2-1-1 Tampa Bay Cares, Inc. was pleased to receive an unqualified audit opinion from the public accounting firm of Barton, Gonzalez & Myers, P.A..

We are pleased to share with you that

92 cents of every dollar is used for direct program

support.

Funders FY11-12

Funders, Board & Staff

Leadership Team

Micki Thompson Executive Director

Mel Corey Executive Assistant

Angela Pelegrini Contact Center

Manager

Edward Perry Data & Web Services

Manager

Geri Costello Public Relations

& Volunteer Program Manager

Stephanie Walker Training, Public

Education & Development

Operations Manager

Board of Directors FY12-13

Raine Johns Pinellas/Pasco Public

Defender’s Office

Gary Namm Tampa Bay Partners

Grant Petersen Ogletree Deakins

Karen Reich Bon Secours Health System

Marion Rich Chairman

Martha Lenderman Vice Chairman

Jim Lehrburger Treasurer

Deborah Pauley Secretary

Social Light Media Group

Bonnie Bollenback

Kip Corriveau The Salvation Army

Candy Duff-Bardill Republic Services

Capt. Bill Hagans Pinellas County Sheriff’s Office

Felipe Herrera Suncoast Hospice

A special thank you to past Board Members: Chief Deputy George Steffen (Vice Chair FY11-12) and George Catanese (Treasurer FY11-12) for their Board service.

Thank you to all our funders who continue to support our services.

2-1-1 Tampa Bay Cares, Inc. 14155 58th Street N., Suite 211 Clearwater, FL 33760

Phone:727-210-4233 Fax: 727-213-6766 www.211tampabay.org www.211connects.org

Exempt Status: 501(c)3 EIN: 59-3355555 FL Solicitation Permit: CH7975

“It is with deepest

gratitude that I

thank you for your

assistance. Your

211 program

brings a sense of

dignity back to

decent families

working hard to

survive economical

struggles. Thank

you so much.”

--Sharon

“Thank you so much

for the services you

provided for me

and my family! We

really appreciate

everything 211 has

done for us and

couldn’t be more

grateful. Thank you

again.

--Selina

To schedule a tour of 2-1-1 Tampa Bay Cares, Inc. or request a

speaker for your group, contact 727-210-4233 or visit the

“Contact Us” section at www.211tampabay.org

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