2012 211 central east ontario service summary

Central East Ontario 2012 Year End Dashboard Your gateway to the region’s social, health and disaster services networks!

During this year, we answered 50,930 calls from residents and service providers in Central East Ontario with an answer rate of 97% and an average answer time of 7 seconds.

The Numbers

Contact Method Telephone

Top Ten Reasons for Calling 50,930

Online Chat/TTY

66

In Person

193

Email

83

Awareness First Time Callers

13%

How first time callers heard about 211:

Housing/Utilities

14.4%

Financial Assistance

12.6%

Government (all levels)

12.3%

Health Services

12.1%

Legal

5.6%

Mental Health & Addictions

5.2%

Food & Meals

5.1%

Home Supports

4.9%

Transportation

4.2%

Recreation

3.4%

Phonebook/411

17.1%

Agency Referrals

20.7%

Brochures/Posters

8.3%

Internet

4.0%

Self

92.2%

Public Media (Print/Social)

0.8%

Friend or Family

6.2%

Agency for Client

1.6%

Calling on Behalf of

Caller Input - best of features of 211 Always speak to a live person

56%

Easy to remember

41%

Helps you sort through what you need

40%

Know the information is accurate

29%

www.CommunityConnection.ca

Featured comment for this quarter: I like the fact that it can be any question at all. A few years ago, 211 found me a methadone clinic and saved my life.

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Central East Ontario 2012 Year End Dashboard Your gateway to the region’s social, health and disaster services networks!

The People

More than 45% of callers were between the ages of 36-54, and over 36% of these callers were seeking services for people over the age of 55. 77% of callers reported receiving income support, with only 9% reporting full time employment.

5% of callers reported having no income at the time of their call.

Age of Person in Need of Assistance Child under 12

2.1%

Youth 13 – 21

5.1%

Adult 22-35

25.1%

Adult 36-54 Adult over 55

Less than $1,000

27.5%

Between $1,000 - $1,500

14.2%

31.6%

Between $1,500 - $2,000

21.7%

36.1%

Between $2,000 - $3,000

25.2%

More than $3,000

8.9%

Declined to answer

2.5%

Newcomers Newcomers to Community

11

Newcomers to Canada

4

Interpretation Services Provided

7

Location of Person in Need of Assistance Bruce County

4.7%

Grey County

13.7%

Haliburton County

0.4%

Huron County

1.4%

City of Kawartha Lakes

1.8%

Muskoka District

4.2%

Northumberland County

2.7%

Parry Sound District

0.9%

Perth County

1.9%

Peterborough County

4.7%

Simcoe County

62.2%

Outside Central East Region

1.4%

www.CommunityConnection.ca

Household Income

Source of Income Person in Need of Assistance Canada Pension/Old Age Security

34.1%

Ontario Works

20.5%

Ontario Disability Support Program

16.5%

Employed Part Time/Temporary/Casual

8.3%

Employed Full Time

9.1%

No Income

5.4%

Employment Insurance

3.6%

Workplace Safety and Insurance Board

0.8%

Ontario Student Assistance Program

0.5%

Private Pension

1.2%

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Central East Ontario 2012 Year End Dashboard Your gateway to the region’s social, health and disaster services networks!

The Impact

Our quality assurance team perform follow up calls for both caller satisfaction and to measure the affects of the outcome of calls. During this year, callers ranked the helpfulness of staff at 97% and 98% said they would call again. 96% of callers had followed up on the referrals provided, and 82% reported receiving the help they needed.

Call Outcomes

Enhanced Services Provided

Information and Referral(s) – Simple

50.4%

Intake - Christmas Assistance Programs

406

Information Only

40.3%

Intake - Winter Warmth Utility Assistance

411

Assistance with No Referral

3.9%

Intake – Backpack Program Grey Bruce

255

Information and Referral (s) - Complex

4.9%

Follow Up Conducted

11

Intake - Home for Life

14

Intake - Children’s Treatment Network

4

Crisis Line Transfers

20

Unmet Needs Utilities Fees

113

AODO Feedback Offered

4

Doctor (on wait list)

207

AODO Feedback Received

3

Other (miscellaneous)

138

Prescriptions Fees

23

Rent Fees

36

Dental Fees

25

Service full – no wait list

9%

Income Assistance

18

Service full – put on waiting list

9%

Service not affordable

3%

Waiting for call back from agency

28%

No transportation

6%

Agency did not follow through with service

3%

Caller Satisfaction

Why callers didn’t get help from referrals

Helpfulness of staff

9.7/10

Listening skills of staff

9.9/10

Understood information given

99.6%

Not eligible

21%

Would call again

99.6%

Agency staff unfriendly

9%

Followed up on Referrals

96.3%

Agency requires more advanced notice

6%

Received help from referrals

81.8%

No longer available/funds depleted

6%

www.CommunityConnection.ca

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