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2-1-1 in transylvania county
2012 results
Top Caller Needs
Volume of Service
33%
Calls*: 1,039 Call Records: 695 *includes follow-up, advocacy and crisis
Housing and Utilities
Public Database Visits*: 1,091 Number of Visitors*: 973
Individual, Family and Community Support
Call Types 1%
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%
59%
36%
Call Volume Trend
1000 500 0
544
2008
748
2009
2010
2011
2012
Top Five Needs by Financial Request Financial
Education
3% Employment
8% Mental Health and Addictions
2% Other Government and Economic Services
6%
2% Transportation
1%
6% Chart excludes contract calls
Volunteers and Donations
Food/Meals
1%
5%
Top Five Unmet Needs
Calls
• Housing Expense
Housing Expense
$3,362
40
Utility Service Expense
$2,693
75
• Transportation Expense
Transportation Expense
$489
11
• Home Rehab Programs
Temporary Financial Help
$100
5
• Utility Deposit Expense
$70
1
• Glasses/Contact Lenses
Education Expense
Legal, Consumer and Public Safety Services
1,013
957
863
4%
8%
Health Care
1,500
Information Services
13%
*includes use of the NC 2-1-1 iPhone app
4%
4%
Income Support and Assistance
Disaster Services
5% Clothing, Personal and Household Needs
<1% 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