A Statewide 2-1-1 System: Opportunities and Challenges

Value Added to a State in Stress!

California Alliance of Information and Referral Service

Goal of 2-1-1 California

Create easy to remember phone number that connects all Californians to services, information, resources and volunteer opportunities in their communities, in their language 24 hours a day, 7 days a week.

2-1-1 California – 2009 Objectives

• Build out the 211 system to provide disaster response to the entire State of California

• Solidify 2-1-1 CA’s leadership role as the policy and operations body for 211 in CA

• Build revenues for the 211 system (both disaster response and 24/7 coverage)

Where 2-1-1 Centers Currently Operate in CA 2-1-1 implementation

happening county-by-county.

Currently, 21 counties operational-covering 86% of California’s population.

In 2008, over 1.8 million calls were handled by CA 211’s – 40% increase over 2007.

Approximately 3 million calls will be handled annually when fully operational in all counties.

Types of Services People Find by Calling 2-1-1

In addition to helping with emergency and disaster response, 2-1-1 connects people to a variety of services:

• Food and Housing Resources• Help for Seniors and People with Disabilities• Mental Health and Crisis Support• Access to Income Assistance• Health Services• Resources for Children and Families• Volunteer Opportunities

2-1-1 Services Requested in 2008

In addition to helping with emergency and disaster response, 2-1-1 connects people to a variety of services:

• Food and Housing Resources• Help for Seniors and People with Disabilities• Mental Health and Crisis Support• Access to Income Assistance• Health Services• Resources for Children and Families• Volunteer Opportunities

Volunteers & Donations

1%

Food & Meals9%

Individual, Family & Community Support

7%

Transportation1%Other Govt/Econ Srvs

6%

Mental Health & Addictions8%

Information Services9%

Legal, Consumer & Public Safety10%

Clothing, Personal & Hsehld2%

Disaster Services1% Education

2%

Employment2%

Arts, Culture & Recreation

Health Care8%

Housing & Utilities24%

Income Support & Assist10%

Benefits of 2-1-1Cost Savings – one easy number for governmental and non-profit services

Efficiency – consolidate or replace growing list of 800#s

Relief for 911 – relieves 911 system of non-emergency calls

Reliable Data – unbiased community data to help identify needs

Accessible – 24/7 availability, multi-lingual and TTY, FREE, confidential and anonymous

Mobility Management – Roles for 2-1-1

2-1-1

Job

Seekers

Medi-cal

Patients With

Disabilities

Low

Income

Para

Transit

Information only

Brokerage

One-Stop

Hybrid

ROI

Software

Efficiency

Fixed

Route

Rural

Needs

Medical

Patients

2-1-1, 5-1-1, and Human Services Transportation

On the whole, however, there is no match for 211 when it comes to providing information and access to human services for people in need. Its one-on-one, interactive human communication is indispensable for helping those who aren’t sure where to turn, what name to attach to their need, or what programs might be available. Because it allows users to describe their concerns in their own words, 211 is also more able to develop a holistic understanding of callers’ needs in all of their complexity, and, where necessary, to suggest creative alternatives when no programs are available.

211 also has a remarkable asset in the form of its databases, which unlike those of 511 already include information on the innumerable small-scale charitable transportation services offered to the disadvantaged and disabled, as well as on programs that provide financial assistance to those needing help paying for transportation. Moreover, based on the demographics of the two systems, it is very likely that UWR/MSAA’s target audience of transportation-disadvantaged citizens would at least be familiar with the 211 resource as with 511.

Office of Research, Demonstration, and Innovation

Federal Transit AdministrationUnited States Department of Transportation

A Critical Tool During Disaster for Special Needs2-1-1 plays an essential role in providing accurate and up-to-date information to the public during disaster:2008 Hurricanes Ike and Gustav – 3 CA 211s help to field over 10,000 overflow calls from Louisiana hurricane victims.

– 2007/2008 So Cal Firestorms – 211s field close to 150,000 calls from people impacted by evacuations and/or home losses during the past two fire seasons.

2005 Hurricanes Katrina and Rita – Evacuees to So Cal get help by calling 211.

11

• Existing 211 services connected through an active collaborative, provided unprecedented levels of service during the wildfire disaster

• Six centers answered 130,000 calls in five days (the Monroe, Louisiana 211 answered 110,000 calls in two months following hurricane Katrina)

California Wildfire 2-1-1 ResponseTotal # Calls Answered*

0

10,000

20,000

30,000

40,000

50,000

Sunday Monday Tuesday Wed Thursday

Nu

mb

er

of

ca

lls a

nsw

ere

d

* Includes Los Angeles, Riverside, Orange, San Bernardino, San Deigo, Ventura

Baseline: October 14 - 18, 2007

Peak Fires:October 21 - 25, 2007

over 41,000 calls answered in one day, 764% of baseline

5-day total: nearly 130,000 calls

Statewide Expansion of 211 for Disaster

Projects in the Works• Statewide technology plan for networking all 211 centers and activating

service in in non-211 counties (for disaster readiness)• Statewide emergency operations and coordination plan• MOUs between 211 providers and local emergency responders and

transportation providers• Plng and coordination with CalEMA and local OES offices• Statewide resource database of local community services/programs

How 2-1-1 is Currently Funded Local 2-1-1s currently receive funding from a variety of

funding sources including:

• Statewide grants• Local governments• Businesses• United Ways • Local First 5s• Fees for services

Potential new funding could come from federal source by means of S. 211 and H.R. 211, experiencing increased bipartisan support.

Who to Contact for More Information

Maribel Marin Executive Director 211 LA County Ph. (626) 350-1841E-mail: mmarin@211la.org

David M. SmithPresident & CEOUnited Way of Ventura CountyPh. (805) 485-6288, ext. 251E-mail: dsmith@vcunitedway.org

Steve Barrow & Marc ThibaultStatewide Coordinator & Assistant Coordinator211 CaliforniaPh. 530 902-5551E-mail: scbarrow@pacbell.net