2011 211info Annual Report

8/3/2019 2011 211info Annual Report

http://slidepdf.com/reader/full/2011-211info-annual-report 1/12

211info

2011 Annual Report





Letter from the CEO

Everywhere I go - be it foundation offices, coffee

shops in Southern Oregon or inside the walls of

211info - one topic of conversation always comes up:

change.

Leaders in our communities have had several years

to let the changing economy and its impacts soak in.

No longer are we talking about the old days. Instead,

we’re talking about how can we deal with the “new

normal” of fewer low-skill jobs, fewer grant dollars

and unstable government funding. Buzz words like

“efficiency” and “alignment” echo across health and

social ser vice offices everywhere. People are being

forced to change how they do business. Though it

remains to be seen what impact this change will have

on the people we serve, 211info is more focused than

ever on fostering innovative practices and looking

toward the future.

This year, we finished a strategic planning process

that outlines a five-year vision for 211info that centers

around five key mandates:

1. Complete statewide rollout of 211

2. Secure sustainable funding

3. Secure staffing and leadership to support our

vision

4. Implement organizational structure to supportexpanding vision

5. Leverage technology and other resources

211info aims to provide insight as residents of Oregon

and Southwest Washington face a changing socio-

economic landscape. And we strive to be a leader in

devising new and nimble solutions for dealing with

robust change.

As you’ll read in the following pages, we are well on

our way to achieving many of our goals. We currently

have more than 75% of Oregon’s population covered

by 211. We have made significant gains in advancing

our use of technology to serve our clients and increase

the quality assurance of programs internally. We have

also worked hard to build relationships with elected

officials at all levels of government.

Par t of living in a changing world means being

flexible and curious about new and effective ways to

improve our service. Yet our bedrock will always be

our commitment to fellow community members who

need us. Serving them is our only true mandate. They

are our guiding light and inspiration for innovation and

change.

Sincerely,

Liesl Wendt, CEO

211info is the community resource where people turn in times of need.

R



Case Studies

Healthy KidsOregon’s Healthy Kids Initiative asked

211info to survey callers with children to

find out if the children had health insurance.

If the family did not have health insurance,

CIC specialists provided details and contact

information about the Oregon Health Plan.

Hundreds of referrals were made as par t

of a larger promotional effort that was

recognized nationally for its effect iveness.

211info is more than an information line. Last year, we contributed to makingcommunities more ecient.

Partnership Enhancements In the fall of 2010, 211info realized that not only did calls for energy assistance make up a huge

percentage of our phone calls, but that we were also sending clients in circles. Previously, we’d

give out the phone numbers to service providers, clients would call and find out there weren’t any

funds available and the providers would ask them to call us back. In a time in people’s lives when

every moment counts, this was unacceptable. 211info, in partnership with Multnomah County

and eight major energy assistance providers (Human Solutions Inc., Impact NW, IRCO, NARA, NAYA, Neighborhood

House Inc., Self Enhancement Inc. and The Salvation Army), convened and hatched a simple plan to use a shared

Google Doc to update fund availability among the providers on a daily basis. This way, both the 211info Community

Information Center (CIC) and service provider staff can see if and where funds are available. So instead of sendingclients in circles, we are now providing real time information and getting people to resources more quickly. 211info

hopes to pilot similar project s involving different areas of need, such as rent assistance across the state.

Emergency Response CoordinationAfter devastating earthquakes struck Japan in March 2011, the west coast of Oregon was

threatened with tsunami warnings in Lincoln and Lane counties. 211info responded by

coordinating with local emergency management officials to inform the public of the evacuation

routes and sandbag locations. 211info extended 211 phone service in those two counties all

weekend and online updates were sent out as more information became available. Luckily, little

damage was done on the coast, but 211info was ready to respond.

211info led efforts to launch

a rebranded and revamped

HousingConnections.org.

Housing Connections is a free

website for property owners, property managers and landlords

who want to advertise rental properties in Clark, Clackamas,

Multnomah and Washington counties. 211info community

information specialists search the database for renters who do

not have access to the Internet.

HOUSINGCONNECTIONS.ORG

R



Statewide Expansion

Bringing 211 to More OregoniansIn the most challenging economic times

in generations, Oregon’s foundations,

United Ways, local government and

nonprofits have responded by investing

in 211 – more than doubling the number

of counties served. The combination

of an efficient statewide model and the

local touch necessary to serve those

in need offers an ideal solution for anyleader hoping to ease the burden on

government, nonprofit and faith-based

community serv ice providers.

New 211 Bill Becomes LawQuietly, legislation for a common-

sense solution that will help Oregon’s

most vulnerable citizens became law in

2011. The Governor signed HB 3375

after it received unanimous support

in the Legislature. House Bill 3375strengthened the growing momentum

toward a statewide 211 system by rewriting outdated language and solidifying relationships with telecommunications

providers. Most importantly, however, the bill offered 211info a chance to build relationships with all of Oregon’s

leaders in the state capitol.

211 now covers more than three-quarters of the Oregon population. Statewidecoverage will likely be a reality in 2012 – a year ahead of schedule.

“I’m very grateful for everyone that puts thistogether. It’s very humbling because there are a lotof people struggling.” - Sandy caller, 1/19/11

“It was a pleasant surprise to nd out that therewere options for someone like me who falls inthe middle income eligibility.” - Gresham caller,1/20/11

R

Service launched 2010-2011 Service expected 2012Service launched 2004-2009

Baker

Benton

Clackamas

ClatsopColumbia

Coos

Crook

Curry

Deschutes

Douglas

Gilliam

Grant

Harney

Hood

River

Jackson

Jefferson

Josephine

Klamath

Lake

Lane

LincolnLinn

Malheur

Marion

MorrowMultnomah

Polk

ShermanTillamook Umatilla

Union

Wallowa

Wasco

Washington

Wheeler

Yamhill

Pacific

Yakima



More people are using

different ways to

seek help than ever before.

That’s why 211info is

aiming to implement live

chat and email-based

referrals. Our hope is thatsegments of the population

who are more comfortable

with the increased

anonymity of online

interactions will begin

to seek our assistance

through these new tools.

Mobile use is exploding

across almost every

demographic, and 211info

will be ready to respond. In

2012, we will be working

toward launching two-way

SMS (text messaging)

referrals to interact with

clients who are mobile

ready. In the meantime, our

Community Information

Center is already sending

one-way text messages to

callers after speaking with

them on the phone.

4

Technology

As we expand statewide coverage, 211info is also working to advance the ways

we interact with members of the community.

Future WebsiteA core component of 211info’s strategic plan is

developing a website that can better accommodate

the needs of the community, nimbly change with

technological advancements and align systems to

give our clients a bet ter overall quality of life. Look

for a more robust online information hub by the end

of 2012.

Social Media InnovationIn the winter of 2010, the Portland Housing Bureau turned to 211info to help coordinate re-

sponse to severe weather in Portland. For the first time, 211info looked online to expand our

traditional role of providing phone referrals to shelters. 211info’s agency blog was the hub

of information on emergency shelters. Shelter openings, up-to-date bed openings, weather

reports and more were posted almost hourly. Those updates were distributed to thousands

of people through email and social media channels. And on one dangerously cold and wet

day, the Portland area shelter network turned to us to help raise awareness for much needed

blanket donations. Because of social media networks we had been cultivating in the previous

year, we were able to help produce more than 1,000 blanket donations in less than 24 hours.

211info also helped coordinate weather response

in other areas of Oregon and hopes to play a

larger role in statewide emergency response in

the coming years.

The 211info blog, which had almost 20,000 visits last year, has been a central source of up-to-date information

for the community. Posts about shelters, Department of Human Services (DHS) cuts and school supplies havebeen among the most popular.

Email

SMS

R



Housing & Utilities52,398 calls

Food & Meals23,445 calls

Health Care18,792 calls

Top 5 referrals

9,714

8,309

7,705

6,982

6,409

13%

CHANGEin total number

of callers

FY 09/10: 110,323

FY 10/11: 124,134

70%

27%

67%

The power of the Web

Pageviews359,750

Visits134,572

Average time on site02:30

How did callers hearabout 211info?

A g e n c y 3 9

%

Repea t caller 22 %

W o r d o f mo ut h 17 %

P r i n t a n d W e b 1 2 %

We assisted over 2,500callers in 10 differentlanguages. Of those callers,98% spoke Spanish.

Who’s calling 211info?

73%

27%

5

Statistics

This past scal year has been exceptional. 211info helped more people than evebefore, and our online trac increased dramatically.

R

TOPCALLER

NEEDS3



Funding

211info has varied nancial supporters that have been pillars of our robust growth.

Strategic Partner Since the inception of 211, locally and statewide, the United Way has been a driving force

to support operations and promotion. In the Portland Metro Area, the United Way of the

Columbia-Willamette’s investment has been steadfast and unparalleled over the years. As

211 goes statewide, United Ways from across Oregon are united in their support of connecting people in need

with community resources. United Way of the Columbia-Willamette, United Way of Benton and Lincoln Counties, United Way of Deschutes County,United Way of Lane County, United Way of Linn County, United Way of the Mid-Willamette Valley.

Cornerstone Partners211info couldn’t exist without the ongoing

support of public sector partners. These

par tners have supported 211info for

many years, and we are thankful for their

contributions.

Generous Contributors FY10/11To support our growth, we need to weave together a combination of local and statewide support in every region we

serve. Diverse funding streams ensure local buy-in and help the long-term stability of the system. Below is a list of

supporters who help us maintain a local and diversified funding model with in-kind or financial donations.

Alissa Keny-Guyer

Amy Wagner

Ann Wawrukiewicz

Azam Tehrani

Bank of the CascadesBeth Stebbins

Betsy Ferguson

Caroline Fenton

Cindy Lamont-Clure

Craig Opperman

Denise Swanson

Esther Freeman

J. Michael Schultz

Jeffrey A. MurrayJennifer Bildersee

Jillian Smythe

Joan R. Lewis

Jon Stubenvoll

Joyful Spaces

Kathryn Behel

L Livingston

Laura Kuperstein

Liesl WendtMalea Sulliban

Mark Philips

Martin Taylor

Mary Harris

Meg Green

Megan Fairbank

Michael Fieldman

Patti A. Harrison

Paul PierceRebecca Mendez

Richard Meeker

Sarah Jesudason

Sharing Cooper

Sheryl Horwitz

Siobhan Daly

Thorn Run Partners

Tim McNichol

Tribute to J. Michael SchultzVerit y Pang

Vic & Lynne Falgout

Willamette Week

William Hathaway

Guardians: $50,000 to $300,000Meyer Memorial Trust

Oregon Community Foundation

The Collins Foundation

Benefactors: $10,000 to $49,999Don Mele

Dr. John Platt

Advocates: $1,000 to $9,999Union Pacific Foundation

Boyd Family Foundation

Copytronix

TWTelecom

CareOregon

US Bank

Friends: Up to $999

R



Financials

Statement of activities for the year ended June 30, 2011.

Support and Revenue Total

Public grants and contracts 1,171,215

Private grants and contributions 340,165

Directory and data sales 9,029

Community trainings 2,367

Loss on sale of assets (6,909)

Other revenue 1,175

Total support and revenue 1,517,042

Expenses

Program service expenses 1,415,259

Administration 134,911

Fundraising 45,683

Total expenses 1,595,853

Change in net assets (78,811)

Net Assets

Beginning of year 253,001

End of year 174,190

Who funds 211info?

R

SPECIAL PROJECTS

30%

28%

21%

11%

1%

0.5%

8.5%

LOCAL GOVERNMENT

STATE (WA & OR)

GRANTS

FUNDRAISING

EARNED INCOME



Several changes were successfully implemented at 211info this past year to better align the organization with expected growth.

New Stang Structure211info has grown tremendously in the last several years, and we need a staffing structure that is in alignment

with that growth. As of Oct. 1, 2011, 211info has added the role of Chief Operations Officer to be filled by Troy

Hammond. Troy was the former head of the resource department. This addition allows our CEO, Liesl Wendt, to

focus her efforts on strategy, development and public policy. The new staffing structure also calls attention to theformalization of three new parts of the organization. The community relations team will bridge a traditional gap

between outreach, marketing and resources. The online services team will focus on delivering 211info services in

digital spaces, to suppor t the growing needs of online communities. And the quality assurance team will centralize

and streamline quality assurance and training in the organization.

The MoveIn December 2010, 211info relocated from downtown Portland to a

recently renovated building in East Portland. In choosing to relocate to an

existing building that was sustainably remodeled, 211info is supporting

the concept that organizations can be environmentally responsible. The

building serves as a hub of nonprofit organizations and allows for sharingof flexible workspace capitalizing on partnerships and economies of scale

Cost savings due to lower rent will be used to build CIC capacity. And the

ear thquake-resistant building will enhance the agency’s commitment to

providing continuous service during and after a natural disaster or other

emergency. The design allows the CIC, database and management staff to

be better integrated, providing an atmosphere of teamwork and camaraderie among 211info staff and its neighbors,

including JOIN and Street Roots.

Quality Assurance

Quality assurance is a key priority for 211info, especially in the community information center. In the last year, stepshave been taken to increase professionalism, effectiveness and coordination. 211info has instituted a new set of

performance metr ics, silent monitoring, advanced scheduling and more frequent staff check-ins, which has increased

opportunities for professional development and more frequent evaluations, all with the goal of better serv ing our

callers.

R



Board of Directors

CHAIR Joan R. Lewis

VICE CHAIR/TREASURER J. Michael Schultz

SECRETARYRandy Blackburn

MEMBERSTheresa Connell

Vic FalgoutMike Fieldman

Lee GirardCraig Opperman

Leroy PattonDenise Swanson

Martin Taylor



Dial 211, Monday-Friday, 8am-6pm

LOCATION1435 NE 81st Ave., Suite 500

Portland, OR 97213

MAILING ADDRESSPO Box 11830

Portland, OR 97211

In strategic partnership withFind 211info on:

www.211info.org

211info

Documents

2011 211info Annual Report