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2-1-1 in buncombe county
2012 results Top Caller Needs
Volume of Service
*includes follow-up, advocacy and crisis
Housing and Utilities
Public Database Visits*: 16,151 Number of Visitors*: 11,945
Referral: assessing the needs of callers and identifying appropriate resources Information: responding to specific inquiries about human services Contract: providing services to callers via contracts with outside agencies Advocacy: taking steps on behalf of callers to overcome barriers to services Crisis: performing crisis intervention to ensure the safety of callers or others
>1%
47%
43%
Individual, Family and Community Support
30,449
33,928
37,828
38,367
Legal, Consumer and Public Safety Services
2008
2009
2010
2011
Top Five Needs by Financial Request Financial Housing Expense
Calls
2012
Education
2% Employment
1%
7% Chart excludes contract calls
Volunteers and Donations
Food/Meals
<1%
5%
Top Five Unmet Needs • Housing Expense
$187,326
1,718
Utility Service Expense
$72,706
2,265
Medical Care
$32,619
189
• Transportation Expense
Utility Deposit
$15,660
322
• Christmas Programs
$7,160
334
• Automotive Repair
Transportation Expense
2%
9%
37,134
30,000 20,000
Information Services
10%
50,000 40,000
2%
12%
Mental Health and Addictions
Call Volume Trend
3% Transportation
Health Care
Call Types 7%
Other Government and Economic Services
13%
*includes use of the NC 2-1-1 iPhone app
2%
4%
24%
Calls*: 42,234 Call Records: 31,009
• Utility Service Expense
Income Support and Assistance
4% Clothing, Personal and Household Needs
Arts, Culture and Recreation
<1% Disaster Services
2-1-1 caller stories
what
Jennifer and her two young children needed help with food and transportation after leaving an abusive situation.
2-1-1 callers are saying
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.
Gerald needed a consumer advocate to help him navigate a benefits program for older adults.
We asked our callers what they thought of 2-1-1, and here’s what they said:
Virginia needed specialized medical therapy for a family member with developmental disabilities.
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.
Jason needed a job training program for young adults. Help started with 2-1-1. Jennifer, Gerald, Virginia and Jason dialed 2-1-1 to connect to a network of services. 2-1-1 was there for them, providing hope, help, and support when they needed it most.
2-1-1 by the numbers scale and scope
quality and performance
percent of the U.S. now served by a 2-1-1
61,320 hours of operation by 2-1-1 in a year
number of languages 2-1-1 service is available in, via live interpreters
90 170
92
community resource database
18,000
+
providers listed in the NC 2-1-1 database
connect with 2-1-1 1-866-401-6342
percent of providers listed that are nonprofit organizations
48
percent of callers stating they learned new information about community resources by calling 2-1-1
52
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
percent of providers that are public or government entities
92
28
84
quality standards in 2-1-1’s accreditation
2-1-1 NC211.org
facebook.com/211wnc
Get the NC211 iPhone app, scan the code:
211info@ unitedwayabc.org
twitter.com/211wnc flickr.com/unitedwayabc
Thank You to Buncombe County Underwriters Platinum:
Gold:
Blue Ridge X-Ray Progress Energy