The 2009 2-1-1 Texas Community Needs and Trends Report

ONE CALL. THOUSANDS OF CONNECTIONS.

GIVE. ADVOCATE. VOLUNTEER.


2009

2-1-1 TEXAS COMMUNITY NEEDS AND TRENDS REPORT

South Central TexasA program of United Way Capital Area, Austin, Texas

2-1-1 Texas is a public-private partnership of the United Way Capital Area and the Texas Health and Human Services Commission



EXECUTIVE SUMMARY2-1-1 is a simple number to remember. What’s hard to forget are the people, the human connections behind the numbers: People such as Ed Guillen, Information and Referral Specialist, who quickly responds and connects anyone in need to just the right services they need for help. Sara Tierney, Information and Reporting Coordinator, who makes sure the data collected by United Way 2-1-1 Texas translates into customer-focused services. And, Chantel Bottoms, a Program Associate with the Community Action Network, one of the many organizations who partners with United Way 2-1-1 Texas to provide hope and real solutions for Central Texans.

2-1-1 Texas is a free statewide, 24-hour information line, providing access to more than 4,000 health and human services through a multilingual helpline and website. When disaster strikes, 2-1-1 is right there providing immediate referrals. In Austin, 2-1-1 Texas is a public-private partnership of the United Way Capital Area (UWCA) and the Texas Health and Human Services Commission.

2-1-1 Texas supports UWCA’s mission to change community conditions and help all Central Texans in need, so everyone has the opportunity to succeed. Our call center compiles data for 10 counties in the greater Austin area to support planning for services, which may be needed in the future. Using demographic and caller information, UWCA publishes the annual Community Needs and Trends Report to give insight into the community’s ever-changing needs. The report also reviews the progress made by our 2-1-1 Texas team, looking at the challenges and opportunities, as well as UWCA’s operations.

We’ve answered more than one million calls since launching in 2002 and we’re here to take a million more.

More than 267,000 helpline calls in 2009. It was a very busy year for UWCA’s 2-1-1 Texas. Our team answered 35% more calls in 2009 than in 2008. There was a 50% increase in callers asking for assistance and referrals for health and dental needs; a 26% increase in food and housing requests; and a 20% increase in mental health referrals.

Here are just some of the high-lights of 2009:

center performance goals.

and child care calls.

for H1N1 vaccine information and referral.

Central Texas.

2008-2009, in Bastrop County calls.

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As part of the statewide 2-1-1 Texas network, 2-1-1 Texas answered more than 267,000 calls in 2009, a 35% increase in overall call volume from 2008.

PERFORMANCE INDICATORSBEYOND THE NUMBERS

Central Texans called UnitedWay 2-1-1 Texas last year, they discovered something beyond the numbers. They found a friendly voice at the other end, ready to connect each caller with the help and resources needed.

“I grew up impoverished and the community helped my family. Now, I give back to others in Central Texas through 2-1-1 Texas.” Ed Guillen, Information and Referral Specialist

HOW DID 2-1-1 RESPOND?The goal is to answer 80% of calls within 60 seconds. UWCA’s team reached that goal in 2009 and then some—even when faced with a substantial increase in calls. This year, due in part to the ongoing economic downturn in our community, there was more need for help with food, housing, education and job training.

CALLS TO 2-1-1 TEXAS BY YEAR

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200920082007200620052004200320022001

55,845 46,14258,205

74,112

101,589

164,657

193,004 197,335

267,355



“HOW MAY I HELP YOU?”It just takes three numbers –“2-1-1”— and callers are con-nected to a helpful Call Specialist who can help them navigate and find help from more than 4,000 health and human service providers. Connections to hope, comfort, and immediate or long-term help are just one phone call away for those in need in our community.

“What I love about this job is that 2-1-1 callers start out focused on one main issue. After they speak with our Information and Referral Specialists, they feel empow-ered, because now they have the information they need at their fingertips.”Jerry Ronquillo, Community Outreach Coordinator, United Way 2-1-1 Texas

2-1-1 Texas experienced significant increases in call volume each month of 2009 compared to 2008, as detailed in the table above.

MONTHLY CALL VOLUME INCREASES 2008-2009

4

0

5000

10000

15000

20000

25000

2009

2008

DecNovOctSepAugJulJunMayAprMarFebJan

2008 16,672 16,602 14,236 15,866 13,331 14,135 17,711 16,668 24,453 17,179 14,537 15,945

2009 19,867 20,907 19,085 20,231 17,918 20,734 20,735 25,006 25,286 23,864 19,439 22,936



increase in overall call volume.

Our service level goal is to answer 80% of calls within 60 seconds. The chart above compares calls handled to our service level performance. This is one way that United Way 2-1-1 Texas evaulates the efficiency of our service to callers.

5

0

5000

10000

15000

20000

25000


85%

80%

75%

Calls Handled

Service Level

Minimum ServiceLevel Goal

SERVICE ABOVE AND BEYONDThe 2-1-1 Texas call center,

empathetic voices of its multi-lingual Information and Referral Call Specialists. Staff are there to provide support and assistance and to address each caller’s situation individually. The call may be just to get an address of the closest health care facility; other times, it’s a cry for help.

Near the end of the month, a single mother with three young children called 2-1-1 saying she had run out of food stamps and did not have any food in her house. Our Call Specialist re-ferred her to a food pantry near her home and she was able to get food to last her until the end of the month. During the call, the woman mentioned she had been laid off from her job. The 2-1-1 Call Specialist gave the caller information about job training programs and low-cost child care, which potentially could lead her to financial stability.

SERVICE LEVELS AND CALL VOLUME



CALL DEMOGRAPHICS

134,209 32,761 47,992

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CALLS BY GENDER

0

5000

10000

15000

20000

90+80-8970-7960-6955-5935-5425-3418-240-17

EVERYONE IS WELCOME.Beyond every call to 2-1-1 Texas, is a person waiting to be helped; to be connected to the service or resource needed during a time of disaster, family strife or illness. United Way 2-1-1 Texas is there to offer this assistance. Callers may request help for themselves, a family member or a client.

female, and when we factor out calls where we did not gather age demographics, these important statistics are recorded:

someone younger than age 59.

or need help, are between the ages of 25 and 55.

“I’m surprised at all of the different types of resources available through calling 2-1-1 Texas.”

“The 2-1-1 Needs and Trends Reports provides a

wealth of data and helps to paint a picture of

increasing needs in our community. We use the

data in our own statistical documents to draw

attention to areas in our community’s safety net

of services that may need to be expanded.”

Chantel Bottoms, Program Associate,

Community Action Network

*Due to confidentiality reasons, age and gender are not captured on all calls.

50%

60%

70%

10%

20%

30%

40%

FEMALE

MALEUNKNOWN*



CALL NEEDS BY AGE GROUPPROBLEM NEEDS AGES 0-18

2,424 HEALTH (30%)

635 FLU SHOTS

1,090 BASIC NEEDS (14%)

984 INDIVIDUAL AND FAMILY LIFE (12%)

664 ORGANIZATIONAL/COMMUNITY SERVICES (7%)

635 INCOME SECURITY (4%)

525 (3%) EDUCATION

54 HEAD START

423 (5%) MENTAL HEALTH CARE AND COUNSELING

146 (2%) CONSUMER

6,891

PROBLEM NEEDS AGES 19-34


3,540 HEALTH (14%)

429 DENTAL CARE

2,327 CRIMINAL JUSTICE AND LEGAL SERVICES (9%)

1,758 INCOME SECURITY AND EMPLOYMENT (6%)

1,398 ORGANIZATIONAL/COMMUNITY SERVICES (5%)


445 EDUCATION (2%)

593 MENTAL HEALTH (2%)

501 CONSUMER (1%)

186 ENVIRONMENTAL QUALITY (1%)

20,466

PROBLEM NEEDS AGES 35-59


3,350 HEALTH (13%)

615 DENTAL CARE

2,546 CRIMINAL JUSTICE AND LEGAL SERVICES (11%)

1,519 INCOME SECURITY (6%)



578 CONSUMER SERVICES (2%)

492 MENTAL HEALTH (1%)

173 EDUCATION (0.7%)

188 ENVIRONMENTAL QUALITY (0.7%)

19,4540

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PROBLEM NEEDS AGES 60 & OLDER1,518 BASIC NEEDS (27%)

924 HEALTH (16%)

158 DENTAL CARE

156 FLU SHOTS

496 CRIMINAL JUSTICE AND LEGAL SERVICES (9%)


206 ORGANIZATIONAL/COMMUNITY/SERVICES (4%)

160 INCOME SECURITY (3%)

CALL NEEDS BY AGE GROUP


96 CONSUMER (2%)

49 MENTAL HEALTH CARE AND COUNSELING (1%)

11 EDUCATION (1%)

45 ENVIRONMENTAL QUALITY (1%)

3,981

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HELPING CALLERS OF ALL AGESAn older adult with a visual impairment called 2-1-1 request-ing transportation assistance information. After the 2-1-1 Information and Referral Call Specialist asked clarifying ques-tions to fully assess the caller’s need, he discovered the source of her frustration. She had made several unsuccessful attempts

confirm receipt of a document renewing her benefits. Since she could not get through to the office over the phone, her next step was to try visiting the office in person, but she needed transportation. After referring

Caregivers, and the City of Austin Parks and Recreation Department for transportation services for older adults, the Call Special-

advocate on the client’s behalf. -

sentative to explain the caller’s situation. He then transferred the caller to a live person to resolve her issue.



TOP AGENCIES REFERRED235,344 Total Referrals / Top Agency Referrals Represent 60% of Referrals Made

2-1-1 TEXAS REFERRALS

- Travis County Health and Human Services

- Baptist Community Center- University Avenue Church of Christ- Caritas

Health and Human Services Commission to apply for food stamps and other HHSC programs, such as

financial assistance and food to Travis County Health and Human Services.

civil matters, 2-1-1 Texas refers to programs such as the Texas Rio Grande Legal Aid program.

2-1-1 Texas serves as a point of contact for free tax preparation.

AGENCY REF # AGENCY REF #

de

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2-1-1 TEXAS SERVES A

TRAVIS COUNTY2-1-1 Texas responded to a 49% increase in calls from Travis County citizens.

2007 2,218 707 1,449 1,310 853 4,388 835 639 12,049

2008 2,990 231 1,006 1,205 374 4,953 359 451 14,087

2009 5,239 323 1,726 2,265 731 7,577 590 692 21,162

CALLS BY COUNTY

From 2008 to 2009, 2-1-1 had a 75% increase in calls in Bastrop County, a 53% increase in Hays County and a 50% increase in Williamson County

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WE ARE HERE – AND THERE – FOR YOU.We want to listen to, and get to know, our basic needs providers, so we went where you are throughout the 10-county service area. Some of 2-1-1 Texas’ outreach efforts this year centered on services for members of

child care and disaster response. The ancillary outreach efforts included:

Kiwanis, Lions, Rotary, Social

based Organizations

providers on the Online Community Resource Database

Initiatives, such as the Veterans Intervention Project

WilliamsonLlanoLeeHaysFayetteCaldwellBurnetBlancoBastrop

BurnetWilliamsonLlano

Blanco

Hays

Caldwell Fayette

Bastrop

LeeTravisT

2009: 138,316

2008: 93,128

2007: 80,041

TRAVIS COUNTY CALLS



BASIC NEEDS ASSISTANCE

11

0

5000

10000

15000

20000

25000

30000

2009

2008

TransportationMaterial GoodsFoodHousing/Shelter

2009. Data for 2008 and 2009 are based on modifications of groupings of the call needs.

increases in demand for assistance with utilities, housing payment assistance, materials resources and home improvement.

resources is, in part, due to requests for air conditioners and fans—items that were in high demand during the severe summer heat of 2009.

Housing/Shelter - programs that seek to meet the basic shelter needs of the community. The top category request is utility assistance.

Food - programs that seek to meet the basic nutritional needs of the community by providing access to free or low cost food products. Top requests in this category include requests for food pantries, soup kitchen programs, home-delivered meals and summer food programs.

Material Goods

furniture items.

Transportation - programs that provide for the basic transportation needs of the community including the local and long-distance conveyance of people and goods, as well as special arrangements for older adults and people with disabilities. Central Texans mostly requested medical transportation, bus fare and gas money.

2008 21,367 6,457 2,073 1,795

2009 26,736 6,987 2,775 2,029

%CHANGE 08-09 25% 8% 34% 13%



TRENDS IN CALL NEEDS AND REFERRALS

TOP CALLER NEEDS 2008 2009 % Change

Adult State/Local Health Insurance Programs 1,758 3,028 72%

Community Clinics 1,570 3,019 92%

Community Shelters 1,300 1,647 27%

Dental Care 2,193 2,999 37%

Electric Bill Payment Assistance 8,135 10,450 28%

Flu Shots* 442 1,637 270%

Food Pantries 5,533 6,104 10%

Food Stamp Applications 1,906 2,643 39%

Low Income/Subsidized Private Rental Housing 1,458 1,637 12%

Rent Payment Assistance 6,614 8,349 26%

Tax Preparation Assistance 7,772 7,108 -9%

*Due to H1N1 pandemic

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The increase in requests for adult/state local health insurance programs and community clinics is in part due to our partnership

program are referred to United Way 2-1-1 Texas for information about safety net healthcare providers.

The 39% increase in food stamp application requests corroborates

the Veterans Commission, which found in Nov. 2009, 68% more residents were receiving food stamps than in Jan. 2008.



2009 CALL CATEGORIES

The chart below compiles call referral data into broad categories of needs.

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Health and Human Services Commission (HHSC) so that callers can

rather than requests for a specific need.

Austin Energy utilizes this report for our own internal yearly plan-ning for our customer assistance program. These reports allow us to see the gaps in how we provide utility assistance. The breakdowns provided allow us to designate resources into challenged zip codes in our area. Austin Energy determines new partners, additional funds and other needs with these reports. The staff of UWCA has even gone as far as to create a few specialty reports for us…enabling Austin Energy to accomplish our yearly goals in reaching high-risk communities who have the greatest needs for utility assistance.

Community Services CoordinatorAustin Energy

HHSC BenefitPrograms

25%

Basic Needs18%

Agency InformationRequest

25%

Health9%

Environmental Quality 1%

Consumer 2%

Education 1%

Mental Health 1%

Individual And Family Life 2%

Criminal Justice/Legal 7%

Organizational/Community 6%

Income Security 5%



WEBSITE ACTIVITY

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# OF SEARCHES PROBLEM NEED

2009 PROBLEM NEEDS MOST FREQUENTLY SEARCHED IN ONLINE DATABASE (42,227 TOTAL SEARCHES)


434 Food Stamp Applications

* Single Women

344 Child Care Subsidies

328 Food Vouchers

* Single Mothers

305 Dental Care

300 Discounted Utility Services

248 Clothing Vouchers

240 Community Clinics

230 Section 8 Housing Choice Vouchers

209 Children’s Clothing

201 Household Goods Vouchers


197 Diapers

194 First Month’s Rent

180 Community Shelters * Homeless Families

173 First Month’s Rent Assistance

162 School Supplies

161 Baby Clothing

152 Rental Deposit Assistance

# OF SEARCHES PROBLEM NEED 148 Food Stamps

146 Christmas Baskets

131 Utility Deposit Assistance

128 Thrift Shops

120 Flu Shots

119 Benefits Assistance

116 Community Shelters

105 Gas Money

104 Bus Fare

104 Dental Care Referrals

150-

100

200-

150

1,00

0 or

mor

e50

0-20

0

*Designates a target population



FOLLOW-UP SURVEY

2-1-1 Texas has conducted follow-up quality surveys with more than 800 of our callers since May 2009.

98% of 2-1-1 Texas callers were satisfied with our services and the information we provided.

“I was very pleased and got the information I needed. It was nice to get the help and not have someone belittle me, especially in these hard times.”

“Saved me a lot of time not having to go through the phone book and waste gas.”

“The employee was very help-ful and really took the time to explain everything. I asked for three types of resources and I was given numbers for each one.”

“I’m surprised at all of the different types of resources available through calling 2-1-1.”

Roughly one quarter of callers who were not helped by agencies, reported a lack of funding as the reason, while nearly another quarter were awaiting approval for assistance.

“It was great! I have a smile on my face. The best resource is to show people how to help themselves and it really helped.

It’s amazing!”

15

200

400

600

800

1000

Was the person you talked to at 2-1-1 Texas professional

and respectful?

Were the information and referrals we gave you accurate?

Did you receive any help from the agencies we provided?

Would you recommend 2-1-1 Texas to a friend or family?

Yes

Yes

No No

No

No

YesYes

5%

10%

15%

20%

25%

7%

13%

26%

12%

30%

20%

Client has not had Client called, but did Agency out of funds Ineligible for services Awaiting approval time to call yet not get through



CALLS FOR TAX PREPARATION ASSISTANCE AND FEDERAL STUDENT AID APPLICATION ASSISTANCE

FOUNDATION COMMUNITIES REPORTED

Tax Center # Tax Returns $ Refunds $ EIC $Child Tax Credit

TOTALS 17,096 $25,133,187 $9,644,084 $7,861,789

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Community Tax Centers. 2-1-1 Texas provided callers in the area with more than 10,600 tax-related referrals—more than 4,000 provided in Feb. alone.

0

1000

2000

3000

4000

5000


Houston Afterhours Coverage

IRS

Austin Chamber of Commerce

Foundation Communities

AARP Foundation

6,411

835

2,720

556Other - 50 calls or less

53



0

500

1000

1500

2000

2500

3000

3500

DecemberNovemberOctoberSeptember

Local (1,556 total) 119 644 624 169 Statewide (6,647 total) 325 3,275 2,222 822

H1N1

H1N1 vaccination sites, symptom information and treatment.

related calls in Texas in 2009.

November due to demand for H1N1 flu vaccines that had not yet been produced. Once the vaccines became more readily available, unmet needs numbers reduced accordingly.

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Caller Refused

51-59

41-50

31-40

21-30

11-200-10

60+

HERE’S TO YOUR HEALTH

The Texas Department of State Health Services provided a special temporary helpline staffed by medical specialists to aid callers who were ill and seeking medical advice, or were health care professionals or school administrators seeking vaccine information and guidance. They were able to assist 1,200 callers this year.

H1N1 CALLS BY MONTH

CALLS BY AGE



GLOSSARY3

and the administration of justice according to the principles of law and equity.

participate in and enjoy the social, political, economic and intellectual life of the community.

prevention and intervention in the case of emergencies in order to promote public health and safety and enable people to live in ecological balance and harmony with their surroundings.

HEALTH CARE

well-being, personal empowerment and the skills to cope with everyday demands without excessive stress.

3

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Documents

The 2009 2-1-1 Texas Community Needs and Trends Report