Annual ReportJanuary - December, 2013

Kern County

Page 2 | 2-1-1 Kern County 2013 Annual Report

Did you know?• 211KernCountyassistedover53,272Kerncountyresidentsin2013andprovidedover75,000referralstocommunityserviceproviders.

• The211KernCountyresourcedatabaseincludesover652agenciesandover1,566programs.

• 95%of211KernInformation&ReferralSpecialistsarebilingual(English/Spanish)and211Kernisabletoassistcallersinover150languagesthroughtele-interpretationservices.

• 211Kern’snewOnlineResourceDirectoryhasbeenavailablesinceFebruary2013,forreal-timeresourcesearch.Thewebsiteaddressiswww.capk.org/211kern

• 7 of our staff are certified Information & Referral Specialists and 1 is certifiedResourceSpecialist.

• The211dialingcodehasbeenavailable toKernCounty residents for thepast6years.

• InCalifornia,over92%ofthepopulationiscovered,includingallcountiesadjoiningKernCounty.

• 211KernalsoschedulesappointmentsforCAPKHEAPprogramandprovidesclientswithanupdateontheirapplication.

Staff received a call from a

lady requesting assistance

with food. She and her family

(mom, day and 2 children)

were living in a motel and

were having a difficult time.

Staff provided information and

referral on food distribution

sites and CalFresh and

explained the process for

applying for CalFresh. Staff

also learnt that the children

did not have health insurance

and so provided the caller with

referrals to health insurance

enrollment. Staff followed-

up with the caller and the

caller indicated that they did

get food; the children were

enrolled in health insurance;

and her CalFresh application

was pending.

Real Calls. Real Help.

2-1-1isafreephonenumberandonlinedatabasethatconnectsCaliforniansquicklyandeffectivelytoexistinghealthandhumanserviceprograms,joblessnesssupportanddisasterresponseinformationintheircommunities.Itisavailable24hoursaday,7daysaweekandin150differentlanguages.

2-1-1 Kern County 2013 Annual Report | Page 3

Staff received a call from a

lady looking for information on

health insurance. She wanted

to purchase health insurance for

her husband who had suffered

a stroke and was no longer

working. Staff provided her with

information on Covered CA and

the different ways she can access

information about coverage. The

caller indicated that she preferred

to visit Covered CA website and

take her time choosing the right

coverage.

Real Calls. Real Help.

Service Goals/Outcomes• AbandonmentRateof15%orless.TheAbandonmentRatereferstothenumberofcallerswhohang-upbeforethecallisansweredbyoneofourInformation&ReferralSpecialists.

•Surveyatleast5%ofcallers.

How did we do?• AbandonmentRate-7%• 5.7%ofourcallersweresurveyed.• Staffanswered53,272calls• AverageHandletimeforacall: 3minutes10seconds• Averagetimetoansweracall:28seconds

What did our callers have to say about our service?We surveyed 5% of our callers in 2013:

•85.5%ofcallersfound2-1-1useful.•63%ofcallersreceivedservicesfromthereferralsprovidedby2-1-1Kern.•86%ofcallersindicatedtheywoulddial2-1-1againifinneedofservices

How is 2-1-1 Kern helping some of our most vulnerable population - children 0-5 years?In 2013 staff provided:

•487referralsforhealthinsuranceenrollmentforchildren0-5years•141referralstoapre-natalcareproviderforanexpectantmother• 753referralstoafamilyresourcecenterfortheseexpectantmothers.

Staff surveyed 100% of callers who were provided these referrals. Theresultswere:

• 82%ofcallersenrolledtheirchildreninahealthinsuranceprogram• 70%ofexpectantmothersenrolledinahealthcentertoreceivepre-natalcare• 72%ofexpectantmothersenrolledinaFamilyResourceCenter

Community Needs2-1-1Kerncollectsdataon“gapsinservices”.Gapsinservicerefertoalackofservicestomeetcaller’sneeds.•In2013“gapsinservices”existedfor:

•RentalAssistance•Food•Clothing

•Whatwerecallersmostinneedofin2013:•Food•FinancialAssistance(rent,utilityassistance)•Materialgoods

How Did We Perform in 2013?

Page 4 | 2-1-1 Kern County 2013 Annual Report

California Emerging Technology Fund (CETF)In2013,CAPK–211Kernand211CAentered intoanagreement towork together toscreenandrefermembersofthepublic,inparticular,lowincomepeopleandpeoplewithdisabilities,todigitalliteracytraining,low-costcomputerservices,andbroadbandservicesintheircommunity.IncollaborationwithRadioBilingueandtheNationalHispanicMediaCoalition(NHMC),211Kernanswerscallsreferredto211byRadioBilingueandNHMC,for the purpose of referring callers to digital literacy training, low-cost computers andbroadbandservices.

Staff received a call from an

upset caller who had received

an eviction notice. She explained

that the eviction notice was

handwritten letter from the

landlord’s daughter. Staff

provided her with a referral to

GBLA for assistance with her

eviction notice. The caller was

very grateful that a service was

available to assist her with the

eviction notice.

Real Calls. Real Help.

Advanced Meter Community Outreach and Education (AMCOE) ProjectIncollaborationwithSoCalGas,211Kernwascontractedtoprovideoutreach,education,information, and referral servicesonSoCalGasAdvancedMeterProject to7,400 low-incomeSoCalGashouseholdslocatedintargetedKernCountycommunities.Inadditiontoeducationandoutreach211Kernwasalsorequiredtoconductfollow-upcallson370customerstodetermineifcustomersdidgettheirmeterinstalledandiftheyfoundtheeducationandoutreachprovidedpriortotheinstallationuseful.CAPK-211Kernexceededtheprojectgoalswithover15,000outreachandeducationsand393callersindicatedonthefollow-upcallthattheydidhavethemeterinstalledattheirhome.

Focus Areas in 2013

On-line Resource DatabaseOnFebruary11,2013,211Kernlauncheditson-lineresourcedatabase. Residents nowhave theoption to dial 211 forassistanceorlogontoouron-linedatabaseandsearchforresources on their own. The site can be accessed at thefollowingaddress:www.capk.org/211Kern.Visitors to the site can type in their need (food, utilityassistance,childcare,jobtraining)intheboxnextto“searchservices”,theirzipcodeandthenclickthe“searchservices”button.Ifvisitorsdonottypeintheirzipcodetheywillbeprovidedwith resources throughoutKernCounty. The zipcodenarrowsthesearchtoresourcesinaparticularzipcode.In 2013 there were 9,409 unique visitors to the site and 46,640 searches.

CalFresh2-1-1KernparticipatesintheCalFresh(formerlyknownasFoodStamps)outreachprogram.CallersarescreenedthroughaseriesofquestionstodetermineCalFresheligibilityandeligiblecallersarereferredtotheirlocalDepartmentofHumanServicesoffice andencouraged to apply forCalFreshassistance. In 2013, 2-1-1 Kern referred 12,770 eligible callers.Duringourfollow-upsurveyweaskcallerswhetherornottheyenrolledintheprogram.Eighty-five percent (85.5%) or

678 of the 793 callers surveyed indicated that they were enrolled in the program. Accordingtothereport“LostDollars,EmptyPlates2010”,Calfreshexpendituresgenerate$1.79ineconomicactivity.Atanaveragebenefitamountof$259/month,theseadditional678callerswhoarenowreceivingCalFreshwouldresultin$2,107,224infederalCalFreshbenefitsperyearand$3,771,930ineconomicactivityforourlocaleconomy.TofindoutifyoumaybeeligibleforCalFreshpleasedial2-1-1.

2-1-1 Kern County 2013 Annual Report | Page 5

Disaster/Emergencies Currently,CAPKisoneofmanyagenciesthatpartnerswiththeOfficeofEmergencyServices(OES)andtheKernCountyFireDepartmenttohandlecallsduringdisasters.Duringthe2011fireseason,2-1-1Kernhandled1,681disastercalls.The2012fireseasonwasmuch“quieter”than2011andstaffonlyhandled148calls.Additionally, 2-1-1 Kern partners with OES to promote Ready Kern, an emergencynotification system that sendsmessages via standard voice and textmessages toKernresidentsandbusinessownersaboutemergencysituationssuchasearthquakes,severeweather,fires,floods,orevacuationofbuildingsorneighborhoods.ToregisterfortheReadyKernpleasevisitwww.kerncountyfire.org.Ifyoudonothaveaccesstoacomputerandinternetservicespleasedial211.Staffwillcollectyourcontactinformationandanapplicationwillbemailedtoyou.

Energy/Weatherization Services 2-1-1Kernhandlescallsandscheduleappointments for theLow-IncomeHomeEnergyAssistanceProgram(LIHEAP).In 2013, staff answered 70,612 callsfromclientswishingtomakeanappointmentforutilityassistance;requestinganapplicationand/orinquiring

on the statusof their application. Residents inneedofutility assistance are asked to dial 211 or call 661-336-5203orvisittheGreenEnergyProgramwebsiteat:www.capk.orgtodownloadanapplication.

Outreach Outreachisanessentialcomponenttothesuccessofthe2-1-1Kerncallcenter.2-1-1hasbecomeahouseholdnameformanyKernresidents.AgenciessuchastheKernCountyDepartmentofHumanServices(DHS),KernCountyHomelessCollaborative, and Kern Cares post the 2-1-1 number logo and telephoneinformationontheirwebsites foreasyaccess.Strategicsitesaroundthecountyhave2-1-1pamphletsintheir lobbiestohelpspreadtheword.Staff attended over 50 health and resource fairs and distributed over 15,000 2-1-1 Kern brochures aswell asbrochuresofpartneragencies suchas Calfresh, Lifeline,SoCalGas,andReadyKern.Additionally,manyagencies,suchasUnitedWay,DHSand the FireDepartment include the caption “call 2-1-1”when promoting ourservicesandthesepartnership’srequestthousandsof211brochuresforsharingattheirownoutreachevents.

If youwould like to learnmore about the 211and/orgetsomeofourbrochurespleasecontactusat661-395-2497orsendusane-mailat:211kern@capk.org

Recent ChangesThe211CallCenterhasmoved.Ournewlocationis:5055 California Avenue, Suite # 210Bakersfield, CA 93309

Staff received a call from a

woman in need of counseling.

Staff asked if there was any

abuse and the caller stated

emotional abuse and that her

baby was in danger. Staff offered

a referral to the Alliance Against

Family Violence but the caller

declined the referrals since she

wanted emotional counseling.

Staff offered a “warm transfer”

to the mental health hotline

but the caller also refused the

transfer. After the call ended

staff contacted the mental health

hotline and staff there indicated

that the caller had contacted

them 3 times and hang-up.

Mental health staff indicated they

would try to contact the caller

and 211 staff contacted the local

police department due to the

caller’s comment about her baby

being in danger.

Real Calls. Real Help.

Page 6 | 2-1-1 Kern County 2013 Annual Report

Staff received a call from a single

pregnant mother with 2 young

children. She was in need of

food and winter clothing. Staff

determined that the caller was

accessing pre-natal care but was

not enrolled in a Family Resource

Center (FRC). Staff provided

her with referral to an FRC and

also referrals for food and winter

clothing. Staff conducted a

follow-up call on this caller and

she indicated that she did enroll

in the FRC and received food

and clothing assistance from the

referrals provided. The caller was

satisfied with the services she

received from 211 Kern.

Real Calls. Real Help.

Caller Profile

-

5,000

10,000

15,000

20,000

25,000

Ethnicity

Total

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

Gender

Female

Male

-

2,000

4,000

6,000

8,000

10,000

12,000

0-13 14-17 18-21 22-24 25-34 35-44 45-54 55-59 60-64 65-74 75-79 80 &Over

Caller Age

2-1-1 Kern County 2013 Annual Report | Page 7

Staff received a call from a single

mother with 4 children in need of

a car seat for one of her children.

Staff referred her to Shafter

Healthy Start Collaborative FRC

and the California Highway

Patrol. Staff did a follow-up on

this caller and she indicated that

the California Highway Patrol has

signed her up for classes before

receiving the car seat. The caller

was very grateful and indicated

she would call 211 again if in

need of services.

Real Calls. Real Help.

Caller Profile

21%

7%

41%

31%

Other Caller Demographics

Unduplicated Callers

Monolingual Spanish

Low Income

Have Health Insurance

20%

13%

8%

6%

1%

0%1%

10%3%

1%

9%

24%

4%

Income

AFDC/TANF

Food Stamps/Calfresh

Employed – Full Time

Employed – Part Time

Employed - Other

General Assistance

Migrant Farm Worker

None

Other

Pension

Social Security Income

SSI

0

5000

10000

15000

20000

25000

30000

35000

40000

45000

South Kern North Kern East Kern West Kern Bakersfield

Calls by Geographic Region

Page 8 | 2-1-1 Kern County 2013 Annual Report

Kern County

2-1-1KernCountyisadministeredby:CommunityActionPartnershipofKern(CAPK)5005BusinessParkNorth,Bakersfield,CA93309

CAPKisaprivate501(c)(3)non-profit.TaxID#:95-2402760