2008 2-1-1 Texas Community Needs and Trends Report South Central Texas
Connecting People and Services
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Executive Summary 2-1-1 Texas, a program of United Way Capital Area (UWCA), provides free statewide, 24-hour access to disaster information and more than 4,000 health and human services through its multilingual telephone helpline 2-1-1 and website (www.211centraltexas.org). 2-1-1 Texas compiles call data for a 10-county Central Texas region to support community planning and ensure access to services for all Central Texans. The 21-1 Texas helpline supports United Way Capital Area’s mission to help all Central Texans in need and change community conditions, so everyone has the opportunity to succeed. Using demographic and caller information from more than 199,000 calls answered in 2008, the 2-1-1 Texas, UWCA Community Needs and Trends report provides insight into the changing needs of our community, and demands on services. Our report also reviews the performance of our helpline, while taking into consideration the relevant impact to our community and operations of; o the national economic downturn, and o Hurricane Ike 2-1-1 Texas has answered more than 840,000 calls since its inception in 2002 and expects to answer its one millionth call in 2009.
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Performance Indicators Calls to 2-1-1 Texas by Year As part of a statewide 2-1-1 Texas network, we answered more than 199,000 calls from our 10- county region in Central Texas. Our region represents 6% of the state’s population; in 2008 our center answered 7% of the state’s total call volume. C alls by Year
196,076
199,048
200000
164,934
180000 160000 140000 120000 100000
63,090
80000 60000
41,603
101,234 74,012
49,211
40000 20000 0 2001
2002
2003
2004
2005
2006
2007
2008
Service Levels and Disaster Response 2-1-1 Texas’ service level goal is to answer 80% of calls within 60 seconds. Hurricane Ike struck the Texas coastline in September 2008, impacting our service levels. Service Levels 2008 90% 80% 70% 60% 50% 40%
Ike - Sept
30% 20% 10% 0% JAN
FEB
MAR
APR
MAY
JUN
JUL
AUG
SEP
OCT
Nov
Dec
Locally, 2-1-1 Texas answered more than 45,000 calls, and statewide more than 200,000, from Hurricane Ike evacuees. (Disaster calls are reported separately from year-end information and referrals calls.)
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Calls to 2-1-1 Regarding Basic Needs Calls for basic needs increased 40% while overall calls increased 20% in the second half of 2008, reflecting the national economic downturn in the second half of 2008.
140,000 120,000 100,000 80,000 60,000
108,206
Total Calls Basic Need Calls
90,842
40,000 20,000
18,373
12,940 0 Jan - June 2008
July - Dec 2008
Calls by Area 2-1-1 Texas serves the 10-county region show below.
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Call Count by County Calls from Bastrop, Hays, Williamson, and Travis increased in 2008 over 2007. 2007
2008
16
00
0
2006
00
0
14
00
0
93,128 Travis county
0
20
00
40
00
60
00
80
00
10
00
0
12
calls in 2008
Bastrop
Blanco
Burnet
Caldwell
Fayette
Hays
Lee
Llano
Williamson
2006
2718
510
1082
1462
454
4704
412
554
14098
2007
2218
707
1449
1310
853
4388
835
639
12049
2008
2990
231
1006
1205
374
4953
359
451
14087
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Trends in Demand for Basic Needs Assistance Demand for basic needs 1 in Central Texas rose in 2008. Reflecting the national economic crisis, 2-1-1 Texas responded to a 19% increase in demand for basic needs services from 2007. Basic Needs Calls By Year 35000
31,313
29,699 30000
26,237
20000
22,515
22,230
25000
20,472 18,566
15000 10000 5000 0 2002
2003
2004
2005
2006
2007
2008
2-1-1 Texas saw significant increases in demand for assistance with:
Basic Needs Calls Utility Assistance Housing Payment Assistance Food Emergency Shelter Material Resources/Furniture Transportation Housing Counseling/Search/Info Home Improvement
Callers 2008 8,880
% Change 19%
6,850 6,445 2,379
14% 34% 9%
982 956
15% 20%
477
25%
214
16%
• • •
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Food (34%) Utility Bills (19%) Housing Costs (14%)
BASIC NEEDS Programs that furnish survival level resources including food, housing, material goods, transportation and temporary financial assistance for individuals with low or fixed incomes, people who are homeless, older adults and/or people with disabilities who are otherwise unable to adequately provide for themselves and their families.
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Trends in Call Needs and Referrals Top Call Needs The chart below shows the increases in housing, utilities and food related calls from 2007 to 2008 in the Central Texas community, the top call needs in 2008. Basic Needs 2007-08 8,880 9,000 8,000
7,413
7,000
Housing Payment Assistance 6,850
Food 6,445
6,011
6,000 4,815 5,000 Calls 2007
4,000
Emergency Shelter 2,379 2,184
3,000
Calls 2008
2,000 380
1,000
477
0 Utility Assistance
Housing Payment
Food
Emergency Shelter
Housing Counseling
In addition to food and housing help, 2-1-1 Texas identified the following top needs, and increases in those needs, from 2007-2008:
Top Call Needs Utility Assistance Housing Payment Assistance Food Income Maintenance Dental Care Emergency Shelter Adult Health Insurance Legal Assistance Transportation
Callers 2008 8,880
% Change 2008 16%
6,850 6,445 5,473 2,193 2,379
12% 25% 107% 12% 9%
1,758 1,570 956
23% 17% 17%
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• • • •
Dental care (12%) Adult health insurance (23%) Legal assistance (17%); Income Maintenance (107%) 2
Income Maintenance includes food stamps, health insurance, Medicaid, child care subsidies, and disability benefits. Emergency food stamp benefits were offered to victims of Hurricane Ike in September of 2008. 7
Need Categories The chart below compiles call referral data into broad categories of needs for Central Texas. 3 Call Categories Trends 2006-08 35000 2008
30000
2007 2006
25000 20000 15000 10000 5000 0 Basic Needs
Health
Income Org/Com Sec.
Legal
Individual Mental Education And Health Family Lif e
Referral Calls Referral calls comprise 62% of our calls. The demand for basic needs, healthcare, and income security comprise the largest percentages of our calls, with the exception of specific agency requests. Specific Agency Information Calls Approximately 38% of callers in 2008 used our service to ask for a program by name, as show below. Individual And Fam ily Life 3%
M e ntal He alth 2%
Education 1%
Cr im inal Jus tice /Le gal 4%
Need Categories 2008 Bas ic Ne e ds 30%
Organizational/Com m unity Se rvice s 4%
Incom e Se curity 7% He alth 11% Spe cific Age ncy Inform ation 38%
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Please see glossary at the end of the report for category definitions. 8
Outreach Indicators How Did You Hear About 2-1-1 Texas? Approximately 50% of callers to 2-1-1 Texas have used our service before. Many callers hear about 2-1-1 Texas through local community initiatives, which utilize 2-1-1 Texas as the point of contact for information about: • • •
free or low cost immunizations tax preparation assistance food for families during the summer months How Did You Hear About 2-1-1 ? 2-1-1 Card 4% HHSC 5%
Other TV / Radio 6% 1%
Called Before 53%
Friend or Family 9%
Agency 22%
Website Activity More than 57,000 individuals searched the 211centraltexas.com online database for services in 2008.
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Trends in Older Adult Needs Top Call Needs 2008 Top call needs for older adults in 2008 include basic needs, health care, utility and housing assistance.
Top Older Adult Needs In 2008 88 Flu Shots 377 Utility Assistance 212 Food 185 Dental Care 222 Transportation 131 Subsidized Housing Housing Payment Assistance and Senior Housing Information
241 72 78
Home Repair Adult State Health Insurance
*Callers to 2-1-1 Texas, UWCA ages 60+
Call Trends 2008 Calls from older adults increased 12% in the second half of 2008, with the largest increases seen in utility, food and housing assistance, as shown below. Older Adults Needs 2008 Increases 300 259 250
200 135
150
106
111
111
Jul - Dec
100 48 50
0 Utilities
Food
Housing Payment
Home Repair
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Dental Care
Jan - June
In Home Attendants
Appendix A: Needs Distribution Across Travis County
High Demand ZIP Codes 78753 78741 78723 78745 78744 78758 78702 78704 78752 78721
Emergency Food Assistance
453 396 371 343 325 313 274 213 184 173
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Appendix B: Needs Distribution Across Travis County
Utility Bill Assistance
High Demand ZIP Codes 78753 78744 78758 78741 78723 78745 78702 78664 78724 78660
657 538 500 482 447 422 421 362 344 331
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Appendix C: Needs Distribution Across Travis County
High Demand ZIP Codes 78753 78744 78745 78741 78758 78723 78702 78704 78660 78724
Health Care Assistance
547 545 550 497 492 491 447 326 299 223
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Appendix D: Needs Distribution Across Travis County
Housing Payment Assistance
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Appendix E: Tax Preparation Assistance Across Central Texas
Tax Preparation Assistance In partnership with Foundation Communities, 2-1-1 Texas, UWCA Texas, UWCA is the point of contact for free tax preparation assistance each tax-filing season. In 2008, we answered more than 14,000 calls for tax preparation assistance, a 13% increase from 2007. Calls to 2-1-1 Texas Returns Prepared
Total Refunds
2004-5
5,723
7,227
$9 Million
2005-6
6,213
10,250
$13 Million
2006-7
12,817
13,550
$17 Million
2007-8
14,500
17,000
$21 Million
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Glossary4 Basic Needs Programs that furnish survival level resources including food, housing, material goods, transportation and temporary financial assistance for individuals with low or fixed incomes, people who are homeless, older adults and/or people with disabilities who are otherwise unable to adequately provide for themselves and their families. Consumer Services Programs that provide for the education and protection of individuals who purchase, use, maintain and dispose of products and services. Criminal Justice and Legal Services Programs that promote and preserve the conditions that enable community residents to live in a safe and peaceful environment through the enforcement of laws that protect life and property and the administration of justice according to the principles of law and equity. Education Programs that provide opportunities for people to acquire the knowledge, skills, desirable qualities of behavior and character, wisdom and general competence that will enable them to fully participate in and enjoy the social, political, economic and intellectual life of the community. Environmental Quality Programs that preserve, protect and, where possible, improve both the natural and built aspects of the physical environment and/or which develop and implement measures for accident prevention and intervention in the case of emergencies in order to promote public health and safety and enable people to live in ecological balance and harmony with their surroundings. Health Care Programs whose primary purpose is to help individuals and families achieve and maintain physical well-being through the study, prevention, screening, evaluation and treatment of people who have illnesses, injuries, disabilities or substance abuse problems; and the provision of family planning, maternity and other services that relate to human reproduction and sexual health.
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From 211 AIRS/211 LA County Taxonomy of Human Services 16
Income Support and Employment Programs that help to meet the economic needs of the community by helping residents prepare for, find and sustain gainful employment; providing public assistance and support for those who are eligible; and ensuring that retirees, older adults, people with disabilities and other eligible individuals receive the social insurance benefits to which they are entitled. Individual and Family Life Programs that promote the personal, social and spiritual development of people in the community by providing services that replace or supplement the care and support that is generally available through the family unit, and by offering social, religious/spiritual and leisure-time activities that are personally satisfying and lead to optimal social functioning. Mental Health Care and Counseling Programs that provide preventive, diagnostic and treatment services in a variety of community and hospital-based settings to help people achieve, maintain and enhance a state of emotional well-being, personal empowerment and the skills to cope with everyday demands without excessive stress. Organizational / Community / International Services Programs that provide any of a broad spectrum of services for an entire community or which provide services that have state, regional, national or international scope.
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