2011 Needs & Trends Report
Central East Ontario
Š 2012 Community Connection. All rights reserved. This report is published on an annual basis and is part of Community Connection’s Evaluation Plan. Information in this report may not be reproduced or redistributed in any manner whatsoever without prior permission from Community Connection. Community Connection 275 First Street, Box 683 Collingwood, Ontario L9Y 4E8 705.444.0040 211@CommunityConnection.ca Community Connection tracks calls for statistical purposes only. It does not collect information on the identity of callers. 211 Central East Ontario is supported by:
Central East Ontario 2011 Needs & Trends Report
Serving Central East Ontario since 2005
Parry Sound launch in 2011 Completed Service Expansion in Central East Ontario
176,052 Calls Answered Since launching in 2005
246,000+ Referrals Made Since launching in 2005
185% Increase in Annual Calls Since Launching in 2005 Š 2012 Community Connection – communityconnection.ca
2011 Infographic #1
Central East Ontario 2011 Needs & Trends Report
52,092 Calls in 2011
38%
11,981
Increase over 2010
1st Time Callers Social Media 7%
Family & Friends 21%
TV & Radio 4%
Agency 27%
Pamphlets & Posters 21%
Phone book 14% Internet 4% Newspaper 2%
How 1st Time Callers Heard About 211
Call Answer Time
33 seconds
96% Call Answer Rate
2011 Outreach & Awareness Activities: 47 information kits distributed across the region containing 13,000+ pieces of promo material. 32 formal presentations to 963 volunteers & staff of clubs, agencies, networks & coalitions. 22 information booths at community events, info fairs & parent teacher nights reached 2,515 people.
47 32 22 6
6 agency cross training activities were held with 50 staff. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #2
Central East Ontario 2011 Needs & Trends Report
Age of People Who Called
Age of People They Called For
Child 0-6 yrs
Child 7-12 yrs
Youth 13-21 yrs
Adult 22-35 yrs
Adult 36-54 yrs
Adult 55+ yrs
0%
0%
1%
31%
53%
15%
2%
4%
10%
18%
18%
48%
Caller Income 32.8% Retirement Pension 24.5% Ontario Works 19.9% Employed 13.7% Ontario Disability Assistance 4.9% No Income 3.1% Employment Insurance
Who they called for
0.7% WSIB – Worker’s Compensation 0.4% Ontario Student Assistance Program
© 2012 Community Connection – communityconnection.ca
2011 Infographic #3
Central East Ontario 2011 Needs & Trends Report
Call Outcomes
25,852 22,110
Callers Received Information •No referral(s) provided •Callers requested specific information
Callers Received Information & Referral(s) •Callers presented questions or problems •Information & referral(s) to services were provided
Callers Received Assistance – No Referral
3,825
•No referral(s) required •Listening, problem solving offered
Callers Received Advocacy Support
139
•Callers requested assistance to connect with referrals •Assisted transfers to referral(s) was provided
Callers Received Crisis Intervention •Callers experiencing crisis or psychiatric emergency •Assisted transfer to specialized crisis lines or response services provided
24
Callers Received Follow Up
21
•Callers required immediate services & assurance that contact was made •Follow up calls were made to ensure needs were met
Bruce & Grey Counties
Callers seeking
energy assistance
420 Intakes for
97 Referrals to
Winter Warmth
Additional services
1,338 Calls for Christmas Assistance 513 Intakes
192 Referrals © 2012 Community Connection – communityconnection.ca
Depleted Funds Affected 40 Households
294 Intakes for Bruce/Grey Backpack Program 2011 Infographic #4
Central East Ontario 2011 Needs & Trends Report
What 252 Surveyed Callers Said
99%
99%
Understood Information Provided
Will Call Again
100% Will recommend 211 to others
Measuring Impact
93% Followed up on referrals
94% Received the help needed
Unmet Needs & Service Gaps Unmet Needs Are a Result of:
Affordability Eligibility Transportation Wait Lists Accessibility
Š 2012 Community Connection – communityconnection.ca
2011 Infographic #5
Central East Ontario 2011 Needs & Trends Report
Number of Calls by County/District - 2,041 - 5,594 - 158 - 2,372 - 929 - 1,979 - 1,496 - 386 - 1,175 - 1,820 - 32,545 - 1,597
Why They Called 14.3% Financial Assistance
5.8% Legal Assistance
12.9% Housing/Utilities
5.5% Mental Health & Addictions
12.7% Government (all levels)
5.1% Food & Meals
11,1% Health Services
4,1% Recreation
7.6% Volunteering/Donations
3.9% Home Supports
Š 2012 Community Connection – communityconnection.ca
2011 Infographic #6
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
Bruce County 2500
2009
Annual Call Volume Growth 2000
211 Service Launched
1500 1000
66,102
500
Population
0 2009
2010
2011
2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 36.5% Housing & Utilities 22.2% Financial Assistance 12.8% Volunteer/Donations 5.8% Government (all levels) 4.8% Food & Meals Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #7
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
Grey County 6,000 5,000
2009
Annual Call Volume Growth
211 Service Launched
4,000 3,000 2,000
92,568
1,000
Population
0 2009
2010
2011
2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 31.1% Housing & Utilities 21.2% Financial Assistance 18.3% Government (all levels) 5.6% Health Services 5.0% Food & Meals Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #8
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
Haliburton County 200 180
2009
Annual Call Volume
160
211 Service Launched
140 120 100 80 60
17,026
40 20
Population
0 2009
2010
2011
2011 Top Five Caller Needs 21.3% Housing & Utilities
2011 Unmet Needs/Service Gaps
19.7% Financial Assistance 19.7% Government (all levels) 11.5% Recreation 6.6% Environment Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #9
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
Huron County 3,000 2,500
2010
Annual Call Volume Growth
211 Service Launched
2,000 1,500 1,000
59,100
500
Population
0 2010
2011
2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 58.4% Volunteer/Donations 7.3% Housing & Utilities 7.0% Government (all levels) 6.2% Financial Assistance 5.2% Consumer Services Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #10
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
City of Kawartha Lakes 1,000 900
Annual Call Volume Growth
2009
800 700
211 Service Launched
600 500 400 300
73,214
200 100
Population
0 2009
2010
2011
2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 23.4% Government (all levels) 16.3% Financial Assistance 11.0% Housing & Utilities 9.9% Legal Assistance 9.6% Health Services Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #11
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
District of Muskoka 2500
2008
Annual Call Volume Growth 2000
211 Service Launched
1500 1000
58,047
500
Population
0 2008
2009
2010
2011
2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 16.9% Health Services 14.2% Home Supports 13.3% Government (all levels) 8.8% Housing & Utilities 8.4% Transportation Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #12
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
Northumberland County 2,000 1,800
Annual Call Volume
2009
1,600
211 Service Launched
1,400 1,200 1,000 800 600
82,126
400 200
Population
0 2009
2010
2011
2011 Top Five Caller Needs 18.7% Government (all levels)
2011 Unmet Needs/Service Gaps
14.3% Housing & Utilities 12.2% Financial Assistance 9.9% Health Services 6.8% Legal Assistance Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #13
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
District of Parry Sound 250 200
2011
Annual Call Volume Growth
211 Service Launched
150 100
42,162
50 0 Jan-Mar
Apr-Jun
Jul-Sep
Oct-Dec
Population
2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 22.1% Financial Assistance 21.0% Housing & Utilities 14.8% Government (all levels) 9.7% Food & Meals 9.1% Home Supports Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #14
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
Perth County 1,400 1,200
Annual Call Volume Growth
2010
1,000
211 Service Launched
800 600 400
75,122
200
Population
0 2010
2011
2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 18% Housing & Utilities 17.1% Volunteer/Donations 9.8% Government (all levels) 9.8% Health Services 9% Financial Assistance Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #15
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
Peterborough County 2,000 1,800
Annual Call Volume Growth
2009
1,600
211 Service Launched
1,400 1,200 1,000 800 600
134,933
400 200
Population
0 2009
2010
2011
2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 18.3% Government (all levels) 13.6% Health Services 9.9% Housing & Utilities 8.6% Financial Assistance 7.7% Mental Health & Addictions Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #16
Central East Ontario 2011 Needs & Trends Report
Central East Counties/Districts
Simcoe County 35,000 30,000
Annual Call Volume Growth
2005 211 Service Launched
25,000 20,000 15,000
5,000
446,063
0
Population
10,000
2006
2007
2008
2009
2010
2011
2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 14.5% Financial Assistance 13.7% Government (all levels) 13.2% Health Services 9.0 Housing & Utilities 6.7% Legal Assistance Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca
2011 Infographic #17
211 is here to help 211 is a three-digit phone number and website that provides information and referral to community and social services in Ontario. Our Certified Information and Referral Specialists are caring, understanding and knowledgeable, and pride themselves on their ability to connect you with the services you need. When you don't know where to turn, call 211 With information on more than 56,000 agencies and services, we can help you find the answers you need, quickly and easily. Our phone service is open 24 hours a day, every day of the year, and is available in more than 150 languages. Find the information you need at www.211ontario.ca If you need help finding the services that are right for you, visit www.211ontario.ca for a directory of more than 56,000 agencies and services in Ontario. Our easy-to-use website is fully searchable, updated frequently and is available in both English and French versions.