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
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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