henderson county
Free 24/7 Confidential Multilingual Community Service Information Line
2011 results
2011 annual report 2-1-1 in henderson county Volume of Service
Top Caller Needs
Total Financial Needs Expressed: $879,159 *includes followup, advocacy and crisis Housing Expense $349,968
2.1%
Referral: assessing the needs of callers and identifying 4,709 appropriate resources Information: responding to 2,500 2,203 specific inquiries about human services Housing Individual Utilities Community Contract: Food providing services to & Family Services callers via contracts with outside Shelter 40.8% 54.6% Support agencies Advocacy: taking steps on behalf of callers to overcome barriers to services 2,000 60,000 Crisis: performing crisis 40,000 intervention to 1,000 ensure the 839 safety 46,473 44,642 42,791 42,505 of callers or others 32,191 20,000
5,099
2007 Call Volume Trend
2008
2010
2007
2011
5,926
4,000 3,530
328
2,646
2007
2008
2009
2010
2011
Top Five Needs by Financial Request Financial
2007
Individual, Family and Community Support 807
1,004
2008
2%
2008
• Housing Expense
$38,500
41
Utility Service Expense
$21,445
335
• Utility Service Expense
Housing Expense
$17055
203
• Utility Deposit Expense
Burial/Cremation
$7,200
3
Mortgage Delinquency and Default Counseling
$1857
37
Education
1,013
2%
2009 2010 2011 Mental Health and Addictions
Volunteers and Donations
975 7%
2%
874
533
Medical Care Expense
2009Food/Meals 2010
2011
Employment
1%
5% Income Support and Assistance
Arts, Culture and Recreation
0%
5%
• Transportation • Automotive Repair
Information Services
7%
548
Top Five Unmet Needs Calls
3%
10%
776
1,000
Other Government and Economic Services
Legal, Consumer and Public Safety Services
5,322
3,540
4%
11%
2,000
6,000
2,000
Health Care
.2%
2009
Clothing, Personal and Household Needs
12%
Home Rehab $12,500
Call Types 2.3%
Housing and Utilities
Utility Service Payment $341,020
MedicalOnline Bill Payment Visits: 1,270 Utility Deposit $83,395 Unique Visitors: $31,421 997 7,229
4%
25%
Calls: 5,322* Call Records: 3644
Transportation
Disaster Services
2-1-1 caller story
what 2-1-1 callers are saying
“I had no idea there were so many people willing to help. Because of 2-1-1, we’re golden.” That’s what Mr. Taylor said when Keith, a 2-1-1 referral specialist, called to see how things had progressed after their initial contact.
If the backbone of our service is our comprehensive database and wide array of technological avenues to connect to it, then the heart is the human connections we develop through our caring, highly trained, referral specialists.
When Mr. Taylor first called 2-1-1, he was unable to work due to a health crisis. He, his wife and three children had been staying with friends for the past six months. The landlord had discovered them, and the Taylors were forced to leave.
We asked our callers what they thought of 2-1-1, and here’s what they said:
2-1-1... • points me in the right direction. • has that personal touch. • helps me find the resources I need. • has the latest information. • provides options for finding help. • is the place to turn when searching for services.
Facing homelessness, the Taylors needed a number of resources to get on their feet. Keith connected them to housing programs, transportation assistance so his wife could look for work, food assistance, and rent and utility assistance for the new home. At the time of follow up, they had lined up assistance to move into their new apartment and had even connected friends to resources they didn’t know existed before calling 2-1-1.
2-1-1 by the numbers scale and scope
61,320 hours of operation by 2-1-1 in a year
percent of the U.S. now served by a 2-1-1
84
87
percent of North Carolina served by the NC 2-1-1 system
counties currently served by Ashevillebased United Way’s 2-1-1 of WNC
4
community resource database
2,207 providers listed in the 2-1-1 database
percent of providers listed that are nonprofit organizations
44
56
percent of providers that are public or government entities
quality and performance
percent of callers stating they learned new information about community resources by calling 2-1-1
95
91
percent of service providers stating they are better able to address client needs because of 2-1-1
percent of calls answered within 30 seconds or less
28
82
quality standards in 2-1-1’s accreditation
connect with 2-1-1 2-1-1 1-866-401-6342
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