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2-1-1 in madison county
2012 results Top Caller Needs
Volume of Service
*includes follow-up, advocacy and crisis
Housing and Utilities
Public Database Visits*: 75 Number of Visitors*: 62
Individual, Family and Community Support
Call Types 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%
60%
36%
Call Volume Trend 1,000 500 0
573
2008
963
2010
2011
2012
Top Five Needs by Financial Request Financial Housing Expense
$3,652
29
Utility Service Expense
$2,374
110
Utility Deposit
$800
9
Medical Care Expense
$404
10
3% Information Services
Health Care
3%
10% Legal, Consumer and Public Safety Services
Employment
1%
8% Education
Chart excludes contract calls
Mental Health and Addictions
• Utility Service Expense • Housing Expense • Home Rehab Programs • Automotive Repair • Christmas Programs
1% Volunteers and Donations
1%
5%
Top Five Unmet Needs
Calls
Transportation
7%
988
727
2009
3%
11%
Food/Meals 970
Other Government and Economic Services
12%
*includes use of the NC 2-1-1 iPhone app
4% 1%
3%
29%
Calls*: 1,001 Call Records: 684
Income Support and Assistance
Disaster Services
<1%
3% Clothing, Personal and Household Needs
Arts, Culture and Recreation
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 providers that are public or government entities
92
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
84
quality standards in 2-1-1’s accreditation
2-1-1 NC211.org 211info@ unitedwayabc.org
Get the NC211 iPhone app, scan the code:
facebook.com/211wnc twitter.com/211wnc flickr.com/unitedwayabc