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2016 2nd Quarter April-June
2 * emails/chats were not integrated in
the 2nd quarter of 2015
2-1-1 INQUIRIES
0
20,000
40,000
60,000
80,000
2016 Quarter 2 2016 Quarter 1 2015 Quarter 2
38,30048,065
61,452
17,096
17,096
15,392
416
408
531
432
Calls Web Inquiries Emails Chats
Quarterly Report - 2016 2nd Quarter
3
TOP 5 REQUESTS
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
Gas ServicePayment
Assistance
ElectricService
PaymentAssistance
UndesignatedTemporaryFinancial
Assistance
Food Pantries CommunityShelters
4,136
2,961 2,9062,429
1,871
701
47697
16139
Referred Services Unmet¹
¹An unmet need is a need for which an appropriate referral cannot be provided for a caller at the time of original call.
Quarterly Report - 2016 2nd Quarter
4
PRIMARY SOURCE OF INCOME
0%
20%
40%
60%
80%
100%
2016 Quarter 2 2016 Quarter 1 2015 Quarter 2
38% 42% 41%
30% 26% 30%
24% 23% 17%
2% 2% 4%5% 5% 5%
1% 2% 2%
Unemployment
Other
Public Assistance
No Income
Salary/Wages/Severence
Social Security
Quarterly Report - 2016 2nd Quarter
5
INCOME LEVEL
2016 Quarter 2 2016 Quarter 1 2015 Quarter 2
79% 81% 80%
15% 13% 14%
6% 6% 7%
$0 - $14,999 $15,000 - $24,999 $25,000+
*Totals may not equal 100% due to rounding.
Quarterly Report - 2016 2nd Quarter
6
TOP UNMET NEEDS & REASONS
0
100
200
300
400
500
600
Gas ServicePayment Assistance
Water ServicePayment Assistance
Electric ServicePayment Assistance
232
83149
134
130
99
59
6
22
129
15372
Service Not Available
Service Inaccessible
No Immediate ResourceAvailable
Caller Ineligible
Quarterly Report – 2016 2nd Quarter
7
TOP 10 REFERRED SERVICES
Quarterly Report - 2016 2nd Quarter
TOTAL UWSEM 2-1-1 REGION
# of Requests % of Total # of Referrals Provided
1 Gas Service Payment Assistance 4,572 10.9% 8,711
2 Electric Service Payment Assistance 3,283 7.8% 6,221
3 Undesignated Temporary Financial Assistance 2,954 7.0% 3,645
4 Food Pantries 2,445 5.8% 7,012
5 Community Shelters 2,198 5.2% 4,654
6 Rent Payment Assistance 1,718 4.1% 2,355
7 Housing Search Assistance 1,716 4.1% 2,797
8 Water Service Payment Assistance 1,597 3.8% 1,570
9 Emergency Shelter Clearinghouses 1,024 2.4% 931
10 Home Rental Listings 827 2.0% 1,297
8
TOP 10 REFERRED SERVICES
Quarterly Report - 2016 2nd Quarter
WAYNE COUNTY
# of
Requests
% of
Total
# of Referrals
Provided
1Gas Service Payment
Assistance 3,126 10.6% 5,143
2Electric Service Payment
Assistance 2,254 7.6% 3,695
3Undesignated Temporary
Financial Assistance 2,182 7.4% 2,606
4 Food Pantries 1,678 5.7% 4,758
5Water Service Payment
Assistance 1,432 4.8% 1,414
6 Community Shelters 1,251 4.2% 3,102
7 Housing Search Assistance 1,219 4.1% 2,289
8 Rent Payment Assistance 915 3.1% 684
9Emergency Shelter
Clearinghouses 752 2.5% 883
10 Home Rehabilitation Grants 558 1.9% 552
OAKLAND COUNTY
# of Requests
% of Total
# of Referrals Provided
1Gas Service Payment
Assistance647 13.3% 1,892
2Electric Service Payment
Assistance443 9.1% 1,288
3 Community Shelters 404 8.3% 761
4 Rent Payment Assistance 327 6.7% 910
5Undesignated Temporary
Financial Assistance269 5.5% 390
6 Food Pantries 236 4.8% 686
7 Housing Search Assistance 197 4.0% 216
8 Home Rental Listings 81 1.7% 130
9 Rental Deposit Assistance 79 1.6% 117
10Water Service Payment
Assistance79 1.6% 56
9
TOP 10 REFERRED SERVICES
Quarterly Report - 2016 2nd Quarter
MACOMB COUNTY
# of Requests % of Total
# of Referrals Provided
1Gas Service Payment
Assistance591 11.1% 1,332
2 Community Shelters 479 9.0% 754
3 Food Pantries 425 8.0% 1,294
4Electric Service Payment
Assistance391 7.3% 879
5Undesignated Temporary
Financial Assistance335 6.3% 398
6 Rent Payment Assistance 332 6.2% 485
7 Housing Search Assistance 288 5.4% 286
8 Home Rental Listings 140 2.6% 224
9 Case/Care Management 106 2.0% 103
10Housing Authorities
93 1.7% 193
WASHTENAW COUNTY
# of Requests % of Total
# of Referrals Provided
1Emergency Shelter
Clearinghouses214 12.6% 202
2Gas Service Payment
Assistance136 8.0% 227
3Undesignated Temporary
Financial Assistance127 7.5% 205
4 Rent Payment Assistance 118 6.9% 201
5Electric Service Payment
Assistance109 6.4% 183
6 Food Pantries 66 3.9% 195
7 Home Rental Listings 50 2.9% 82
8 Housing Authorities 49 2.9% 98
9Low Income/Subsidized Private
Rental Housing45 2.6% 102
10 Community Shelters 30 1.8% 1
10
TOP 10 REFERRED SERVICES
Quarterly Report - 2016 2nd Quarter
MONROE COUNTY
# of Requests % of Total # of Referrals
Provided
1Electric Service Payment
Assistance57 16.3% 116
2Gas Service Payment
Assistance36 10.3% 54
3Undesignated Temporary
Financial Assistance29 8.3% 34
4 Food Pantries 25 7.1% 43
5 Community Shelters 20 5.7% 25
6 Rent Payment Assistance 16 4.6% 16
7 Home Rehabilitation Grants 6 1.7% 6
8Low Income/Subsidized Private
Rental Listings6 1.7% 15
9 Rental Deposit Assistance 4 1.1% 4
10 Home Rental Listings 4 1.1% 5
LAPEER COUNTY
# of Requests % of Total
# of Referrals Provided
1Gas Service Payment
Assistance36 15.1% 63
2Electric Service Payment
Assistance29 12.2% 60
3 Food Pantries 15 6.3.% 36
4 Community Shelters 14 5.9% 11
5Undesignated Temporary
Financial Assistance 12 5.0% 12
6 Rent Payment Assistance 10 4.2% 17
7Specialized Information and
Referral10 4.2% 8
8 Home Rehabilitation Grants 7 2.9% 19
9 Home Rental Listings 7 2.9% 13
10 Housing Authorities 4 1.7% 10
11
TOP 10 REFERRED AGENCIES
Quarterly Report - 2016 2 Quarter
TOTAL UWSEM 2-1-1 REGION
Count
Percent of
Six County
Total
1 SALVATION ARMY (THE) EASTERN MICHIGAN DIVISION 7,011 10.8%
2 SOCIETY OF SAINT VINCENT DE PAUL IN THE ARCHDIOCESE OF DETROIT 6,396 9.9%
3 MICHIGAN DEPARTMENT OF HEALTH AND HUMAN SERVICES 6,087 9.4%
4 CROSSROADS OF MICHIGAN 1,761 2.7%
5 MICHIGAN STATE HOUSING DEVELOPMENT AUTHORITY 1,488 2.3%
6 UNITED STATES DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT – REGION 5 1,462 2.3%
7 WAYNE METROPOLITAN COMMUNITY ACTION AGENCY 1,453 2.2%
8 DETROIT RESCUE MISSION MINISTRIES 1,347 2.1%
9 SOUTHWESTSOLUTIONS 1,169 1.8%
10 OLHSA, A COMMUNITY ACTION AGENCY 1,162 1.8%
12
WASHTENAW SUMMARY
Quarterly Report 2016 2nd Quarter
36%
34%
24%
4%
Source of Income
Salary/Wages/Severence
Social Security
No Income
Other
7%15%
85%
Income Level$25,000+ $15,000 - $24,999 $0 - $14,999
EmergencyShelter
Clearinghouses
Gas ServicePayment
Assistance
UndesignatedTemporaryFinancial
Assistance
Rent PaymentAssistance
Electric ServicePayment
Assistance
114126 124 109 97
1317 4 21 14
Top 5 NeedsMet Unmet
12 107
Gas Service PaymentAssistance
Community Shelters Rent Payment Assistance
Top Unmet Needs
1,0081,008 850
2016 Q2 2016 Q1 2015 Q2
Washtenaw Calls Handled
13
WAYNE SUMMARY
Quarterly Report 2016 2nd Quarter
29%
37%
24%
5%
Source of Income
Salary/Wages/Severence
Social Security
No Income
Other
5%14%
85%
Income Level$25,000+ $15,000 - $24,999 $0 - $14,999
Gas ServicePayment
Assistance
UndesignatedTemporaryFinancial
Assistance
Electric ServicePayment
Assistance
Food Pantries Water ServicePayment
Assistance
2,7642,160 1,989 1,672 1,128
547
49 36811 370
Top 5 NeedsMet Unmet
5125 23
Gas Service PaymentAssistance
Electric Service PaymentAssistance
Water Service PaymentAssistance
Top Unmet Needs
18,008 16,553 24,000
2016 Q2 2016 Q1 2015 Q2
Wayne Calls Handled
14
MONROE SUMMARY
Quarterly Report 2016 2nd Quarter
40%
27%
24%
1%
Source of Income
Social Security
Salary/Wages/Severence
No Income
Other
69%
17%
14%
Income Level
$0-$14,999 $15,000-$24,999 $25,000+
ElectricService
PaymentAssistance
Gas ServicePayment
Assistance
UndesignatedTemporaryFinancial
Assistance
Food Pantries CommunityShelters
5332 28 25 19
7
6 1 0 1
Top 5 NeedsMet Unmet
3 32
Electric Service PaymentAssistance
Gas Service PaymentAssistance
Community Shelters
Top Unmet Needs
329
204
364
2016 Q2 2016 Q1 2015 Q2
Monroe Calls Handled
15
OAKLAND SUMMARY
Quarterly Report 2016 2nd Quarter
40%
29%
23%
6%
Source of Income
Social Security
Salary/Wages/Severence
No Income
Other
73%
17%
10%
Income Level
$0-$14,999 $15,000-$24,999 $25,000+
Gas ServicePayment
Assistance
ElectricService
PaymentAssistance
CommunityShelters
Rent PaymentAssistance
UndesignatedTemporaryFinancial
Assistance
614 424 395 318 256
69
43 28 36 23
Top 5 NeedsMet Unmet
70
3827
Gas Service PaymentAssistance
Electric Service PaymentAssistance
Emergency ShelterClearinghouses
Top Unmet Needs
3,3142,810
4,056
2016 Q2 2016 Q1 2015 Q2
Oakland Calls Handled
16
LAPEER SUMMARY
Quarterly Report 2016 2nd Quarter
28%
36%
30%
5% 1%
Source of Income
Salary/Wages/Severence
Social Security
No Income
Other
Unemployment
71%
17%8%
Income Level
$0-$14,999 $15,000-$24,999 $25,000+Gas ServicePayment
Assistance
ElectricService
PaymentAssistance
Food Pantries CommunityShelters
UndesignatedTemporaryFinancial
Assistance
33 2815 11 12
44
0 3 1
Top 5 NeedsMet Unmet
43 3
Homeless Motel Vouchers Community Shelters Housing Search Assistance
Top Unmet Needs
225 156159
2016 Q2 2016 Q1 2015 Q2
Lapeer Calls Handled
17
MACOMB SUMMARY
Quarterly Report 2016 2nd Quarter
32%
37%
24%
5% 1%
Source of Income
Salary/Wages/Severence
Social Security
No Income
Other
Unemployment
71%
17%7%
Income Level
$0-$14,999 $15,000-$24,999 $25,000+Gas ServicePayment
Assistance
CommunityShelters
Food Pantries ElectricService
PaymentAssistance
UndesignatedTemporaryFinancial
Assistance
571 456 425 373 327
5835 1 40 19
Top 5 NeedsMet Unmet
47 4736
Rent Payment Assistance Gas Service Payment Assistance Community Shelters
Top Unmet Needs
3,4332,984
4,176
2016 Q2 2016 Q1 2015 Q2
Macomb Calls Handled
2-1-1 CALLER SATISFACTION SCORES
Quarterly Report - 2016 2nd Quarter
1 2 3 4 5
Level of satisfaction with 2-1-1representative
Likelihood to refer 2-1-1 to others
4.85
4.60
Average Score
Very Dissatisfied Very SatisfiedSatisfiedNeutralDissatisfied
18
19
UNITED WAY 2-1-1 PRIMARY PARTNERS
United Way for Southeastern Michigan
United Way of Lapeer County
United Way of Monroe County
United Way of Washtenaw County
MI 211
Macomb Crisis Center
Common Ground
Neighborhood Service Organization
U of M Psychiatric Emergency Service
Lapeer County Community Mental Health
Quarterly Report - 2016 2nd Quarter
For additional information on this report, contact:
Brandi Turner, Quality/Outcomes Team Leader [email protected] (313-226-9467)
