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“Dial 2-1-1 for Information & Referral”. Updated March 2008. Presenter. Barbara Bernstein Executive Director Eden I&R, Inc . 570 B Street Hayward, CA 94541 510-537-2710. What is 2-1-1?. - PowerPoint PPT Presentation
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““Dial 2-1-1 for Information Dial 2-1-1 for Information & Referral”& Referral”
Updated March 2008
PresenterPresenter
Barbara Bernstein
Executive Director
Eden I&R, Inc.
570 B Street
Hayward, CA 94541
510-537-2710
What is 2-1-1?What is 2-1-1?
A free, accessible, 3 digit telephone number that enables
everyone to access the vital community services that they
need
What is 2-1-1?What is 2-1-1?
2-1-1 is to Critical Social 2-1-1 is to Critical Social ServicesServices
what what
9-1-1 is to Emergency 9-1-1 is to Emergency ServicesServices
2-1-1
How is traffic
on 880?
Teen Al AnonArea Agency
on Aging
Updatedrecorded
messages
Fire Department
Who do you call?Who do you call?
Police/Fire/ Medical
Emergency9-1-1
TrafficConditions
5-1-1
My child has
a drinking problem
I need a
day program for my
aging parent
Help, my house
is on fire!
Who Provides 2-1-1 Who Provides 2-1-1 Services?Services?
2-1-1 service providers are local comprehensive Information and Referral Services that serve the entire population and operate according to national professional standards.
In Alameda County, Eden I&R, Inc. was designated by the California Public Utilities Commission to be the county’s 2-1-1 provider.
What is Information & What is Information & Referral?Referral?
People call an I&R agency for help accessing all kinds of health and human services including family support, disability services, legal referrals, consumer assistance, and counseling.
The majority of calls to a comprehensive I&R are for basic life needs: food, shelter, and financial assistance.
Information & Referral, Information & Referral, continuedcontinued
I&R calls most often require an in-depth human services assessment and referral plan linking people to one or multiple service providers.
Trained Information and Referral Specialists utilize specialized human service skills to assist callers in an average of 3-6 minutes.
I can’t pay my rent
My child is on drugs
I want tokill myself
I need to find childcare
I want to volunteer
Why did you call
us? I’m not sure who you can
call.
We can’t help with
that
I don’t know, please hold.
I’ll try to transfer you to an agency who can help
We only do senior daycare
We don’tserve your
county.
Please callback whenwe’re open
Previously, callers got lost in the mazePreviously, callers got lost in the maze
2-1-12-1-1
I can’t pay my rent
My child is on drugs
I want to kill myself
I need to find childcare
I want to volunteer
Suicide Prevention
Hotline
Child CareResource
And Referral
RentalAssistance
Program
VolunteerCenter
DrugRehabilitation
Center
After Implementation of 2-1-1After Implementation of 2-1-1
2-1-1, how mayI help you?
Yes, I can connect you
with someone who can help…
2-1-1 Saves Money2-1-1 Saves Money Cost/benefit analyses done in Texas and Nebraska show that 2-1-1 saves money.
$1.25 Million saved in reduced nursing care placements.
$3.60 Million saved in reduced redundant I&R calls.$220,000 saved in reduced non-emergency 9-1-1 calls. According to the California Department of Justice, 45% of 9-1-1 calls are for non-emergencies.
Projections conclude a $1.1 billion net value savings nationwide over the next 10 years.
2-1-1 Saves Resources in the Health 2-1-1 Saves Resources in the Health and Human Services Systemand Human Services System
2-1-1 supports Public Education & Information Campaigns – No need to create a new 1-800 number, 2-1-1 is ready to help.
In Toronto during the SARS scare an 800 number was created yet most callers chose to call 2-1-1.
Should there be a local pandemic, 2-1-1 can provide up-to-date emergency public health information.
Benefits for Users
One call gives access to live Resource Specialists with countywide information.
2-1-1 is there 24 hours/7 days a week in multiple languages.
2-1-1 is free and confidential.
2-1-1 is fast and easy; no more wrong numbers.
It’s Simple - It’s 2-1-1!
BenefitsBenefitsfor Service Providersfor Service Providers
2-1-1 frees agencies to concentrate on their core competencies by handling calls that belong elsewhere.
2-1-1 is the fastest, easiest referral for a busy staff member to make.
2-1-1 refers callers to appropriate local service providers including specialized I&R’s like Senior I&A’s and Childcare R&R’s.
Benefits for Businesses & Benefits for Businesses & CommunitiesCommunities
Complements corporate Employee Assistance Programs. Increases employee productivity. Reduces on the job injuries. Reduces employee absences. Reduces crime in the workplace and throughout the community at large.
2-1-1’s Role after 2-1-1’s Role after A DisasterA Disaster
2-1-1 is an easy way for people to get essential information following a natural disaster or terrorist attack.
In Florida after Hurricane Charley 2-1-1 averaged 200 calls/hour; 5,000 calls/day.
In Monroe LA after Hurricane Katrina 211 received 4,000 to 6,000 calls daily.
2-1-1’s Role during the 2007 2-1-1’s Role during the 2007 Southern California WildfiresSouthern California Wildfires
130,000 calls were handled by 6 Southern California 2-1-1 centers in the first 5 days alone.
Callers were connected to the updated information that they needed including evacuation areas, transportation, and emergency shelters.
First-responders (fire, police) were relieved of thousands of non-emergency calls.
2-1-1 continues to provide ongoing essential service information to fire victims (e.g., mental health, legal aid, FEMA insurance).
September 11th AftermathSeptember 11th Aftermath
In Connecticut, where 2-1-1 has been operational since 1998:
95% of calls for non-emergency information such as mental health counseling, volunteering, and donations went to 2-1-1 rather than an 800 number established for the same purpose.
September 11th AftermathSeptember 11th Aftermath
In New York, where 2-1-1 service had not been implemented:
Over 400 emergency hot line numbers were activated leading to confusion and frustration.
After several months, when those hot lines closed, callers were left without a number to call for assistance.
2-1-1 National Initiative2-1-1 National Initiative
The Alliance of Information & Referral Systems (AIRS) and United Way of America formed the original National 2-1-1 Coalition that secured the FCC designation of 2-1-1 for Information & Referral in July, 2000.
National 2-1-1Coalition National 2-1-1Coalition MembersMembers
Administration on Aging Alliance of Information & Referral Systems American Library Association American Association of Suicidology American Red Cross Contact USA National Association of Childcare Resource
&Referral Agencies
National Coalition, continuedNational Coalition, continued National Association of Community Action
Agencies National Association of Area Agencies on Aging National Association of State Units on Aging National Information Center for Children &
Youth with Disabilities National Mental Health Association Points of Light Foundation United Way of America
Current 2-1-1 SitesCurrent 2-1-1 Sites The first 2-1-1 service was begun in
1997 in Atlanta, Georgia. INFOLINE of Connecticut followed in
1998. There are currently over 206
operational 2-1-1 Centers in 41 states (plus Washington DC & Puerto Rico)
serving over 198 million people.
2-1-1 serves more than 198 million Americans (over 75% of the U.S. Population)206 active 2-1-1 systems in 41 states (as of March 2008)
Map October 2006
Status of 2-1-1 in CaliforniaStatus of 2-1-1 in California CAIRS and the Statewide 2-1-1 Steering
Committee submitted a 2-1-1 Petition to the California Public Utilities Commission (CPUC) in August, 2001.
The CPUC issued a Rule governing implementation of 2-1-1 on February 13th, 2003.
Seventeen (19) California counties are providing 2-1-1 services to over 84% of California residents.
On 7/1/07 Eden I&R launched Alameda County’s 2-1-1 service.
CPUC Standards for 2-1-1CPUC Standards for 2-1-1
There will be one 2-1-1 “system” per county that will...• provide service in accordance with the professional standards
of information & referral;• have a local presence and a local commitment;• demonstrate significant support of local stakeholders;• offer comprehensive 24-hour, multilingual services;• provide effective access to people with disabilities;• have the capacity and willingness to coordinate with local and
state emergency/disaster service systems;• use common resource information standards;• collect and share common service need/usage and client
demographic data.
Eden I&R’s 2-1-1 RoleEden I&R’s 2-1-1 RoleEden I&R was designated by the CPUC
as the first Northern California 2-1-1 provider on December 4, 2003.
As a Board member of CAIRS, Eden I&R has assisted in the launch of 2-1-1 services throughout California.
Alameda County 2-1-1 was in “test mode” from 11/06 thru 6/07; with an official launch date of 7/1/07.
Eden I&R’s 2-1-1 RoleEden I&R’s 2-1-1 RoleContinued Continued
Eden I&R has more than 32 years of experience serving persons with disabilities and other vulnerable populations.
Eden I&R participates in disaster preparedness through Collaborating Agencies Responding to Disaster, the Alameda County Office of Emergency Services, and Calif. Golden Guardian.
Eden I&R’s 2-1-1 RoleEden I&R’s 2-1-1 RoleContinuedContinued
Multicultural, multilingual staff assess callers needs and give referrals from an information base of over 1350 human service programs
As a past provider of 9-1-1 statewide translation services, Eden I&R has experience in operating a critical service 24 hours a day, seven days a week, serving over 330,000 callers annually.
Funding 2-1-1 NationallyFunding 2-1-1 Nationally
On a federal level, bipartisan Senate and House legislators co-sponsored the “Calling for 2-1-1 Act”(S211; HR896) to authorize $150 Million for nationwide 2-1-1implementation.
2-1-1 Funding in California2-1-1 Funding in California
The following have funded initial statewide planning activities including technical and legal consulting for the CPUC filing:
The California Endowment The Community Technology Foundation
of California (Bay Area) The Julius Sumner Miller Foundation The Weingart Foundation
Long-Term 2-1-1 FundingLong-Term 2-1-1 Fundingthroughout Californiathroughout California
2-1-1 is being considered for a phone surcharge like 9-1-1 and the California Relay Service (7-1-1).
Funding through the Governor’s Office of Emergency Services is being pursued.
2-1-1 Funding on the 2-1-1 Funding on the Local LevelLocal Level
I&R’s have traditionally been funded by multiple funders.
Counties throughout California have developed funding partnerships with stakeholders including local government, the business community, and charitable foundations.
The funding picture for each county is unique.
Eden I&R’s Initial 2-1-1 Eden I&R’s Initial 2-1-1 Advisory BoardAdvisory Board
Chambers of CommerceChambers of Commerce Community Based OrganizationsCommunity Based Organizations CorporationsCorporations Criminal Justice SystemCriminal Justice System Disaster Relief OrganizationsDisaster Relief Organizations Educational SystemEducational System Elected OfficialsElected Officials Private and Public FoundationsPrivate and Public Foundations
Local 2-1-1 Funding SourcesLocal 2-1-1 Funding SourcesEden I&R obtained planning, start-up and/or current
funding from: Alameda County and ALL 14 Cities United Way of the Bay Area, Walter and Elise Haas Fund, SF
Foundation, First 5/Every Child Counts, Community Technology Foundation
Pacific Gas and Electric Co., Kaiser Permanente, The San Francisco Foundation, Eden Township Healthcare District, KB Home, WD Foundation, and Safeway
In-Kind/Barter: AT&T The Real Yellow Pages, East Bay Business Times
Alameda County Alameda County 2-1-1 Funding2-1-1 Funding
Alameda County’s Fair & Equitable
2-1-1 Funding Partnership Plan includes (in round figures):
$500,000 County Departments $500,000 14 Cities (by % of population) $300,000 Foundations/Corporations
2-1-1 Alameda County2-1-1 Alameda County
Based upon nationwide and Eden I&R’s 2-1-1 data, Alameda County’s 2-1-1 service is projected to handle over 140,000 calls annually (1 in 10 residents calling 2-1-1 each year).
During the first 6 months of operation, 2-1-1 handled over 19, 170 calls.
80% of the unduplicated callers were female; 21% were disabled; and most callers needed some type of housing assistance (e.g., emergency shelter, subsidized housing, residential care facilities).
9-1-1 Dispatchers can now reduce non-emergency calls with the ability to transfer inappropriate 9-1-1 calls more quickly and efficiently to 2-1-1.
2-1-1 2-1-1
Helps everyone in the community, while targeting the most at-risk populations including: older adults, people with disabilities, caregivers, non-English speakers, families and low-income people.
Information Resources Information Resources Contact: Barbara Bernstein
Executive DirectorEden I&R, Inc.
Telephone: (510) 537-2710, ext. 8E-mail: [email protected]: www.edenir.org
Statewide 2-1-1: www.cairs.org
National 2-1-1: www.211.org