GIVE. ADVOCATE. VOLUNTEER.
2009 2-1-1 TEXAS COMMUNITY NEEDS AND TRENDS REPORT South Central Texas A program of United Way Capital Area, Austin, Texas
2-1-1 Texas is a public-private partnership of the United Way Capital Area and the Texas Health and Human Services Commission
ONE CALL. THOUSANDS OF CONNECTIONS. ONE CALL. THOUSANDS OF CONNECTIONS.
GIVE. ADVOCATE. VOLUNTEER. More than 267,000 helpline calls in 2009. It was a very busy year for UWCA’s 2-1-1 Texas. Our team answered 35% more calls in 2009 than in 2008. There was a 50% increase in callers asking for assistance and referrals for health and dental needs; a 26% increase in food and housing requests; and a 20% increase in mental health referrals. Here are just some of the highlights of 2009: ˆ 1EMRXEMRIH ERH I\GIIHIH GEPP center performance goals. ˆ -RGVIEWIH JSGYW SR QMPMXEV] and child care calls.
EXECUTIVE SUMMARY 2-1-1 is a simple number to remember. What’s hard to forget are the people, the human connections behind the numbers: People such as Ed Guillen, Information and Referral Specialist, who quickly responds and connects anyone in need to just the right services they need for help. Sara Tierney, Information and Reporting Coordinator, who makes sure the data collected by United Way 2-1-1 Texas translates into customer-focused services. And, Chantel Bottoms, a Program Associate with the Community Action Network, one of the many organizations who partners with United Way 2-1-1 Texas to provide hope and real solutions for Central Texans. 2-1-1 Texas is a free statewide, 24-hour information line, providing access to more than 4,000 health and human services through a multilingual helpline and website. When disaster strikes, 2-1-1 is right there providing immediate referrals. In Austin, 2-1-1 Texas is a public-private partnership of the United Way Capital Area (UWCA) and the Texas Health and Human Services Commission. 2-1-1 Texas supports UWCA’s mission to change community conditions and help all Central Texans in need, so everyone has the opportunity to succeed. Our call center compiles data for 10 counties in the greater Austin area to support planning for services, which may be needed in the future. Using demographic and caller information, UWCA publishes the annual Community Needs and Trends Report to give insight into the community’s ever-changing needs. The report also reviews the progress made by our 2-1-1 Texas team, looking at the challenges and opportunities, as well as UWCA’s operations. We’ve answered more than one million calls since launching in 2002 and we’re here to take a million more.
ˆ 8I\EW FIKER XEOMRK GEPPW for H1N1 vaccine information and referral. ˆ 7XITTIH YT SYXVIEGL IJJSVXW MR Central Texas. ˆ )\TIVMIRGIH E MRGVIEWI 2008-2009, in Bastrop County calls.
ONE CALL. THOUSANDS OF CONNECTIONS. 2
GIVE. ADVOCATE. VOLUNTEER. BEYOND THE NUMBERS ;LIR ER IWXMQEXIH Central Texans called United Way 2-1-1 Texas last year, they discovered something beyond the numbers. They found a friendly voice at the other end, ready to connect each caller with the help and resources needed.
PERFORMANCE INDICATORS
CALLS TO 2-1-1 TEXAS BY YEAR
267,355
“I grew up impoverished and the community helped my family. Now, I give back to others in Central Texas through 2-1-1 Texas.� Ed Guillen, Information and Referral Specialist
HOW DID 2-1-1 RESPOND? The goal is to answer 80% of calls within 60 seconds. UWCA’s team reached that goal in 2009 and then some—even when faced with a substantial increase in calls. This year, due in part to the ongoing economic downturn in our community, there was more need for help with food, housing, education and job training.
193,004
197,335
2007
2008
164,657
101,589 55,845
2001
46,142
2002
58,205
2003
74,112
2004
2005
2006
2009
As part of the statewide 2-1-1 Texas network, 2-1-1 Texas answered more than 267,000 calls in 2009, a 35% increase in overall call volume from 2008.
ONE CALL. THOUSANDS OF CONNECTIONS.
3
GIVE. ADVOCATE. VOLUNTEER. “HOW MAY I HELP YOU?” It just takes three numbers –“2-1-1”— and callers are connected to a helpful Call Specialist who can help them navigate and find help from more than 4,000 health and human service providers. Connections to hope, comfort, and immediate or long-term help are just one phone call away for those in need in our community.
“What I love about this job is that 2-1-1 callers start out focused on one main issue. After they speak with our Information and Referral Specialists, they feel empowered, because now they have the information they need at their fingertips.” Jerry Ronquillo, Community Outreach Coordinator, United Way 2-1-1 Texas
MONTHLY CALL VOLUME INCREASES 2008-2009 25000 2008 20000
2009
15000
10000
5000
0 Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
2008 16,672
Jan
16,602
14,236
15,866
13,331
14,135
17,711
16,668
24,453
17,179
14,537
15,945
2009 19,867
20,907
19,085
20,231
17,918
20,734
20,735
25,006
25,286
23,864
19,439
22,936
2-1-1 Texas experienced significant increases in call volume each month of 2009 compared to 2008, as detailed in the table above.
ONE CALL. THOUSANDS OF CONNECTIONS.
4
GIVE. ADVOCATE. VOLUNTEER. SERVICE ABOVE AND BEYOND The 2-1-1 Texas call center, STIR LYQW [MXL XLI WSJX empathetic voices of its multilingual Information and Referral Call Specialists. Staff are there to provide support and assistance and to address each caller’s situation individually. The call may be just to get an address of the closest health care facility; other times, it’s a cry for help. Near the end of the month, a single mother with three young children called 2-1-1 saying she had run out of food stamps and did not have any food in her house. Our Call Specialist referred her to a food pantry near her home and she was able to get food to last her until the end of the month. During the call, the woman mentioned she had been laid off from her job. The 2-1-1 Call Specialist gave the caller information about job training programs and low-cost child care, which potentially could lead her to ďŹ nancial stability.
SERVICE LEVELS AND CALL VOLUME 25000 20000 85% 15000
Calls Handled Service Level
10000
80%
5000 0
Minimum Service Level Goal
75% Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Our service level goal is to answer 80% of calls within 60 seconds. The chart above compares calls handled to our service level performance. This is one way that United Way 2-1-1 Texas evaulates the efďŹ ciency of our service to callers. s )N WE MET AND EXCEEDED OUR SERVICE LEVEL GOAL WHILE HANDLING A increase in overall call volume. s 4HE ORANGE BAR SHOWN IN THE CHART ABOVE IS OUR MINIMUM SERVICE LEVEL GOAL
ONE CALL. THOUSANDS OF CONNECTIONS.
5
GIVE. ADVOCATE. VOLUNTEER. EVERYONE IS WELCOME. Beyond every call to 2-1-1 Texas, is a person waiting to be helped; to be connected to the service or resource needed during a time of disaster, family strife or illness. United Way 2-1-1 Texas is there to offer this assistance. Callers may request help for themselves, a family member or a client. 1SVI XLER SJ SYV GEPPIVW EVI female, and when we factor out calls where we did not gather age demographics, these important statistics are recorded: SJ GEPPIVW WIIO LIPT JSV someone younger than age 59. SJ GEPPIVW [LS VIUYIWX or need help, are between the ages of 25 and 55.
CALL DEMOGRAPHICS 20000
15000
“I’m surprised at all of the different types of resources available through calling 2-1-1 Texas.”
10000
5000
0
0-17
18-24 25-34 35-54 55-59 60-69 70-79 80-89
“The 2-1-1 Needs and Trends Reports provides a wealth of data and helps to paint a picture of increasing needs in our community. We use the data in our own statistical documents to draw attention to areas in our community’s safety net of services that may need to be expanded.” Chantel Bottoms, Program Associate,
90+
CALLS BY GENDER 70% FEMALE
60% 50% 40% 30% UNKNOWN*
20%
MALE
10%
Community Action Network 134,209
32,761
47,992
*Due to confidentiality reasons, age and gender are not captured on all calls.
ONE CALL. THOUSANDS OF CONNECTIONS.
6
GIVE. ADVOCATE. VOLUNTEER. CALL NEEDS BY AGE GROUP PROBLEM NEEDS AGES 0-18
PROBLEM NEEDS AGES 19-34
PROBLEM NEEDS AGES 35-59
2,424 635 1,090 984 664 635 525 54
HEALTH (30%) FLU SHOTS #/--5.)49 #,).)#3 BASIC NEEDS (14%) 35--%2 &//$ 3%26)#% 02/'2!-3 &//$ 0!.42)%3 INDIVIDUAL AND FAMILY LIFE (12%) #(),$ #!2% #%.4%23 #(),$ #!2% 02/6)$%2 2%&%22!,3 ORGANIZATIONAL/COMMUNITY SERVICES (7%) (/,)$!9 ')&43 4/93 #(2)34-!3 #,%!2).' "52%!53 INCOME SECURITY (4%) #(),$ #!2% 35"3)$)%3 !$5,4 34!4% ,/#!, (%!,4( ).352!.#% 02/'2!-3 (3%) EDUCATION '%$ ).3425#4)/. HEAD START
8,827 3,540 429 2,327 1,758 1,398 494
BASIC NEEDS (35%) %,%#42)# "),, 0!9-%.4 !33)34!.#% 2%.4 0!9-%.4 !33)34!.#% HEALTH (14%) #/--5.)49 #,).)#3 DENTAL CARE CRIMINAL JUSTICE AND LEGAL SERVICES (9%) 4!8 02%0!2!4)/. !33)34!.#% ,%'!, #/5.3%,).' INCOME SECURITY AND EMPLOYMENT (6%) !$5,4 34!4% ,/#!, (%!,4( ).352!.#% 02/'2!-3 &//$ 34!-0 !00,)#!4)/.3 ORGANIZATIONAL/COMMUNITY SERVICES (5%) (/,)$!9 ')&43 4/93 #(2)34-!3 #,%!2).' "52%!53 INDIVIDUAL AND FAMILY LIFE (2%) #(),$ #!2% #%.4%23 0!2%.4).' 3+),,3 #,!33%3
8,827 3,350 615 2,546 1,519
423
(5%) MENTAL HEALTH CARE AND COUNSELING !$/,%3#%.4 9/54( #/5.3%,).'
445
EDUCATION (2%) '%$ ).3425#4)/.
146
!$/,%3#%.4 9/54( #/5.3%,).' (2%) CONSUMER
593
%.',)3( !3 ! 3%#/.$ ,!.'5!'% MENTAL HEALTH (2%)
")24( #%24)&)#!4%3 -%$)#!, 2%#/2$3
501 186
#%.42!, ).4!+% &/2 039#()!42)# 3%26)#%3 ).$)6)$5!, #/5.3%,).' CONSUMER (1%) ")24( #%24)&)#!4%3 3/#)!, 3%#52)49 .5-"%23 ENVIRONMENTAL QUALITY (1%) #(),$ 0!33%.'%2 3!&%49 3%!43 6%4%2).!29 3%26)#%3
6,891
20,466
BASIC NEEDS (38%) %,%#42)# "),, 0!9-%.4 !33)34!.#% -%$)#!, 42!.30/24!4)/. -%$)#!, 42!.30/24!4)/. HEALTH (13%) #/--5.)49 #,).)#3 DENTAL CARE CRIMINAL JUSTICE AND LEGAL SERVICES (11%) 4!8 02%0!2!4)/. !33)34!.#% ,%'!, #/5.3%,).' INCOME SECURITY (6%) !$5,4 34!4% ,/#!, (%!,4( ).352!.#% 02/'2!-3
&//$ 34!-0 !00,)#!4)/.3 1241 ORGANIZATIONAL/COMMUNITY SERVICES (4%)
(/,)$!9 ')&43 4/93 #(2)34-!3 "!3+%43
626 578 492
INDIVIDUAL AND FAMILY LIFE (2%) ,/.' 4%2- #!3% #!2% -!.!'%-%.4 (/-% -!).4%.!.#% !.$ -)./2 2%0!)2 3%26)#%3 CONSUMER SERVICES (2%) 3/#)!, 3%#52)49 .5-"%23 ")24( #%24)&)#!4%3 MENTAL HEALTH (1%) #%.42!, ).4!+% !33%33-%.4 &/2 039#()!42)#
3%26)#%3 ).$)6)$5!, #/5.3%,).'
173
EDUCATION (0.7%) '%$ ).3425#4)/.
188
%.',)3( !3 ! 3%#/.$ ,!.'5!'% ENVIRONMENTAL QUALITY (0.7%)
#(),$ 0!33%.'%2 3!&%49 3%!43 6%4%2).!29 3%26)#%3
19,4540
ONE CALL. THOUSANDS OF CONNECTIONS. 7
GIVE. ADVOCATE. VOLUNTEER. HELPING CALLERS OF ALL AGES An older adult with a visual impairment called 2-1-1 requesting transportation assistance information. After the 2-1-1 Information and Referral Call Specialist asked clarifying questions to fully assess the caller’s need, he discovered the source of her frustration. She had made several unsuccessful attempts XS GSRXEGX E 1IHMGEMH SJ´GI XS conďŹ rm receipt of a document renewing her beneďŹ ts. Since she could not get through to the ofďŹ ce over the phone, her next step was to try visiting the ofďŹ ce in person, but she needed transportation. After referring LIV XS 1IHMGEMH *EMXL MR %GXMSR Caregivers, and the City of Austin Parks and Recreation Department for transportation services for older adults, the Call SpecialMWX XLIR GSRXEGXIH 1IHMGEMH XS advocate on the client’s behalf. ,I VIEGLIH E 1IHMGEMH VITVIsentative to explain the caller’s situation. He then transferred the caller to a live person to resolve her issue.
CALL NEEDS BY AGE GROUP PROBLEM NEEDS AGES 60 & OLDER 1,518 924 158 156 496 328
BASIC NEEDS (27%) %,%#42)# "),, 0!9-%.4 !33)34!.#% -%$)#!, 42!.30/24!4)/. &//$ 0!.42)%3 HEALTH (16%) DENTAL CARE FLU SHOTS CRIMINAL JUSTICE AND LEGAL SERVICES (9%) 4!8 02%0!2!4)/. !33)34!.#% ,%'!, #/5.3%,).' INDIVIDUAL AND FAMILY LIFE (6%) (/-% -!).4%.!.#% !.$ -)./2 2%0!)2 3%26)#%3
). (/-% !44%.$!.43 &/2 0%/0,% 7)4( 0(93)#!, $)3!"),)4)%3
206 160
ORGANIZATIONAL/COMMUNITY/SERVICES (4%) !2%! !'%.#)%3 /. !').' ,%!$ !'%.#)%3 30%#)!,):%$ ).&/2-!4)/. !.$ 2%&%22!, INCOME SECURITY (3%) !$5,4 34!4% ,/#!, (%!,4( ).352!.#% 02/'2!-3 -%$)#!)$ !00,)#!4)/.3
144 96 49 11
ORGANIZATIONAL/COMMUNITY SERVICES (3%) 30%#)!,):%$ ).&/2-!4)/. !.$ 2%&%22!, #(2)34-!3 "!3+%43 CONSUMER (2%) 3/#)!, 3%#52)49 .5-"%23 ")24( #%24)&)#!4%3 MENTAL HEALTH CARE AND COUNSELING (1%) #%.42!, ).4!+% !33%33-%.4 &/2 039#()!42)# 3%26)#%3 $/-%34)# 6)/,%.#% (/4,).%3 EDUCATION (1%) #/.4).5).' %$5#!4)/.
45
%.',)3( !3 ! 3%#/.$ ,!.'5!'% ENVIRONMENTAL QUALITY (1%)
!.)-!, #/.42/, 0%34 #/.42/,
3,981
ONE CALL. THOUSANDS OF CONNECTIONS. 8
GIVE. ADVOCATE. VOLUNTEER. 2-1-1 TEXAS REFERRALS s 4OP CALL NEEDS IN WERE BASIC NEEDS HEALTH AND CRIMINAL JUSTICE LEGAL SERVICES s -
4OP REFERRED AGENCIES THAT PROVIDE BASIC NEEDS Travis County Health and Human Services 3OCIETY OF 3T 6INCENT DE 0AUL Baptist Community Center University Avenue Church of Christ Caritas
s 4EXAS REDIRECTS AND REFERS CALLERS TO THE 4EXAS Health and Human Services Commission to apply for food stamps and other HHSC programs, such as -EDICAID THE #HILDREN S (EALTH )NSURANCE 0ROGRAM AND THE 4EXAS 7OMEN S (EALTH 0ROGRAM s 4EXAS REFERS CALLERS WHO NEED EMERGENCY ямБnancial assistance and food to Travis County Health and Human Services. s &OR FREE OR LOW COST MEDICAL CARE s &OR CALLERS WHO ARE SEEKING LEGAL ASSISTANCE WITH civil matters, 2-1-1 Texas refers to programs such as the Texas Rio Grande Legal Aid program. s &OUNDATION #OMMUNITIES IS ONE OF THE TOP REFERRALS 2-1-1 Texas serves as a point of contact for free tax preparation.
TOP AGENCIES REFERRED 235,344 Total Referrals / Top Agency Referrals Represent 60% of Referrals Made AGENCY
AGENCY
REF #
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ONE CALL. THOUSANDS OF CONNECTIONS.
9
GIVE. ADVOCATE. VOLUNTEER. 2009: 138,316
WE ARE HERE – AND THERE – FOR YOU. We want to listen to, and get to know, our basic needs providers, so we went where you are throughout the 10-county service area. Some of 2-1-1 Texas’ outreach efforts this year centered on services for members of 3TIVEXMSR -VEUM *VIIHSQ 3TIVEXMSR )RHYVMRK *VIIHSQ child care and disaster response. The ancillary outreach efforts included: 8I\EW 4VIWIRXEXMSRW XS Kiwanis, Lions, Rotary, Social ;SVOIVW 7XYHIRXW ERH *EMXL based Organizations
TRAVIS COUNTY CALLS 2008: 93,128 2007: 80,041
CALLS BY COUNTY
TRAVIS COUNTY 2-1-1 Texas responded to a 49% increase in calls from Travis County citizens.
2-1-1 TEXAS SERVES A #/5.49 2%')/.
Burnet Llano
Williamson
Travis T
Lee
Blanco Bastrop
Hays
Fayette
Caldwell
8VEMRMRK GSQQYRMX] WIVZMGI providers on the Online Community Resource Database 4EVXMGMTEXMSR EX 'SQQYRMX] *EMVW 'SQQYRMX] 'SPPEFSVEXMSRW Initiatives, such as the Veterans Intervention Project
Bastrop
Blanco
Burnet
Caldwell
Fayette
Hays
Lee
Llano
Williamson
2007
2,218
707
1,449
1,310
853
4,388
835
639
12,049
2008
2,990
231
1,006
1,205
374
4,953
359
451
14,087
2009
5,239
323
1,726
2,265
731
7,577
590
692
21,162
From 2008 to 2009, 2-1-1 had a 75% increase in calls in Bastrop County, a 53% increase in Hays County and a 50% increase in Williamson County
ONE CALL. THOUSANDS OF CONNECTIONS. 10
GIVE. ADVOCATE. VOLUNTEER. s #ATEGORIES FOR "ASIC .EED DATA CHANGED IN 2009. Data for 2008 and 2009 are based on modiďŹ cations of groupings of the call needs.
BASIC NEEDS ASSISTANCE
s 4EXAS RESPONDED TO SIGNIlCANT increases in demand for assistance with utilities, housing payment assistance, materials resources and home improvement.
30000 2008
25000
2009 20000
s 4HE INCREASE IN DEMAND FOR MATERIALS resources is, in part, due to requests for air conditioners and fans—items that were in high demand during the severe summer heat of 2009.
15000 10000 5000 0
Housing/Shelter
Food
Material Goods
Transportation
2008
21,367
6,457
2,073
1,795
2009
26,736
6,987
2,775
2,029
25%
8%
34%
13%
%CHANGE 08-09
Housing/Shelter - programs that seek to meet the basic shelter needs of the community. The top category request is utility assistance. Food - programs that seek to meet the basic nutritional needs of the community by providing access to free or low cost food products. Top requests in this category include requests for food pantries, soup kitchen programs, homedelivered meals and summer food programs. Material Goods n PROGRAMS WHICH FURNISH AND OR REPAIR BASIC HOUSEHOLD WORK RELATED AND PERSONAL NECESSITIES FOR PEOPLE WHO CANNOT AFFORD THESE SERVICES 4OP REQUESTS GENERAL CLOTHING DIAPERS FANS AND AIR CONDITIONERS AND furniture items. Transportation - programs that provide for the basic transportation needs of the community including the local and long-distance conveyance of people and goods, as well as special arrangements for older adults and people with disabilities. Central Texans mostly requested medical transportation, bus fare and gas money. ONE CALL. THOUSANDS OF CONNECTIONS. 11
GIVE. ADVOCATE. VOLUNTEER. TRENDS IN CALL NEEDS AND REFERRALS TOP CALLER NEEDS
2008
2009
% Change
Adult State/Local Health Insurance Programs
1,758
3,028
72%
Community Clinics
1,570
3,019
92%
Community Shelters
1,300
1,647
27%
Dental Care
2,193
2,999
37%
Electric Bill Payment Assistance
8,135
10,450
28%
442
1,637
270%
Food Pantries
5,533
6,104
10%
Food Stamp Applications
1,906
2,643
39%
Low Income/Subsidized Private Rental Housing
1,458
1,637
12%
Rent Payment Assistance
6,614
8,349
26%
Tax Preparation Assistance
7,772
7,108
-9%
Flu Shots*
The increase in requests for adult/state local health insurance programs and community clinics is in part due to our partnership [MXL 'IRXVEP ,IEPXL«W 1IHMGEP %WWMWXERGI 4VSKVEQ 1%4 [LMGL FIKER MR 3GX %TTPMGERXW [LS EVI MRIPMKMFPI JSV XLI 1%4 program are referred to United Way 2-1-1 Texas for information about safety net healthcare providers. The 39% increase in food stamp application requests corroborates ´RHMRKW F] XLI 8VEZMW 'SYRX] ,IEPXL ERH ,YQER 7IVZMGIW the Veterans Commission, which found in Nov. 2009, 68% more residents were receiving food stamps than in Jan. 2008.
*Due to H1N1 pandemic
ONE CALL. THOUSANDS OF CONNECTIONS. 12
GIVE. ADVOCATE. VOLUNTEER. Austin Energy utilizes this report for our own internal yearly planning for our customer assistance program. These reports allow us to see the gaps in how we provide utility assistance. The breakdowns provided allow us to designate resources into challenged zip codes in our area. Austin Energy determines new partners, additional funds and other needs with these reports. The staff of UWCA has even gone as far as to create a few specialty reports for us‌ enabling Austin Energy to accomplish our yearly goals in reaching high-risk communities who have the greatest needs for utility assistance.
2009 CALL CATEGORIES The chart below compiles call referral data into broad categories of needs. 0LEASE SEE GLOSSARY AT THE END OF THE REPORT FOR CATEGORY DElNITIONS
HHSC Benefit Programs 25%
Basic Needs 18%
Environmental Quality 1% Consumer 2% Education 1%
Agency Information Request 25%
Mental Health 1% Individual And Family Life 2%
Health 9%
s ((3# "ENElT PROGRAMS INCLUDE CALLS THAT OUR STAFF REDIRECT TO THE 4EXAS Health and Human Services Commission (HHSC) so that callers can ACCESS &OOD 3TAMPS THE #HILDREN S (EALTH )NSURANCE 0ROGRAM 4EXAS 7OMAN S (EALTH 0ROGRAM AND OTHER PROGRAMS s !GENCY )NFORMATION 2EQUEST n OF CALLERS ASK FOR A COMMUNITY AGENCY BY NAME WE TRACK THESE CALLS AS AGENCY INFORMATION REQUESTS rather than requests for a speciďŹ c need.
Criminal Justice/Legal 7% Organizational/Community 6%
6SRRMI 6 1IRHS^E Community Services Coordinator Austin Energy
Income Security 5%
ONE CALL. THOUSANDS OF CONNECTIONS. 13
GIVE. ADVOCATE. VOLUNTEER. WEBSITE ACTIVITY "ELOW IS A BREAKOUT OF PROBLEM NEEDS SEARCHED TIMES OR MORE 2009 PROBLEM NEEDS MOST FREQUENTLY SEARCHED IN ONLINE DATABASE (42,227 TOTAL SEARCHES)
# OF SEARCHES
&OOD 0ANTRIES 2ENT 0AYMENT !SSISTANCE %LECTRIC "ILL 0AYMENT !SSISTANCE
Food Stamps
197
Diapers
146
Christmas Baskets
#OMMUNITY 3HELTERS (OMELESS )NDIVIDUALS
'%$ )NSTRUCTION
First Month’s Rent
&OOD 0ANTRIES /LDER !DULTS
0ERSONAL 'ROOMING 3UPPLIES
"ABY #LOTHING $IAPER $ONATION 0ROGRAMS
"URIAL #REMATION %XPENSE !SSISTANCE
!DULT 3TATE ,OCAL (EALTH )NSURANCE 0ROGRAMS^ Community Shelters * Homeless Families
-ORTGAGE 0AYMENT !SSISTANCE
$ENTAL "ILL 0AYMENT !SSISTANCE
173
First Month’s Rent Assistance
162
School Supplies
161
Baby Clothing
131
Utility Deposit Assistance
7ATER "ILL 0AYMENT !SSISTANCE
&ORMULA "ABY &OOD
128
Thrift Shops
4RANSITIONAL (OUSING 3HELTER
,OW )NCOME 3UBSIDIZED 0RIVATE 2ENTAL (OUSING
434
Food Stamp Applications
'ENERAL #LOTHING 0ROVISION
120
Flu Shots
(OLIDAY 'IFTS 4OYS
119
BeneďŹ ts Assistance
&URNITURE (OME &URNISHINGS $ONATION 0ROGRAMS
&OOD "ANKS &OOD 3UPPLIERS
%LECTRIC "ILL 0AYMENT !SSISTANCE * Single Women
344
PROBLEM NEED
148
180
PROBLEM NEED
# OF SEARCHES
!DOLESCENT 9OUTH #OUNSELING
Child Care Subsidies
328
Food Vouchers
,OW )NCOME 3UBSIDIZED 0RIVATE 2ENTAL (OUSING * Single Mothers
305
Dental Care
152
Rental Deposit Assistance
150-100
PROBLEM NEED
194
# OF SEARCHES
500-200
PROBLEM NEED
200-150
1,000 or more
# OF SEARCHES
'ENERAL &URNITURE 0ROVISION
#LOTHING $ONATION 0ROGRAMS
116
Community Shelters
4RANSITIONAL (OUSING 3HELTER (OMELESS &AMILIES
'AS "ILL 0AYMENT !SSISTANCE
(EALTH $ENTAL )NSURANCE 5NEMPLOYED )NDIVIDUALS
0UBLIC (OUSING
3CHOOL 3UPPLIES $ONATION 0ROGRAMS
'LASSES #ONTACT ,ENSES
105
Gas Money
300
Discounted Utility Services
248
Clothing Vouchers
240
Community Clinics
230
Section 8 Housing Choice Vouchers
209
Children’s Clothing
3OUP +ITCHENS
201
Household Goods Vouchers
3PECIALIZED )NFORMATION AND 2EFERRAL
,OW )NCOME 3UBSIDIZED 0RIVATE 2ENTAL (OUSING
$ISEASES $ISABILITIES
4RANSITIONAL (OUSING 3HELTER (OMELESS )NDIVIDUALS
*Designates a target population
104
Bus Fare
104
Dental Care Referrals
ONE CALL. THOUSANDS OF CONNECTIONS. 14
GIVE. ADVOCATE. VOLUNTEER. 98% of 2-1-1 Texas callers were satisfied with our services and the information we provided. “I was very pleased and got the information I needed. It was nice to get the help and not have someone belittle me, especially in these hard times.”
FOLLOW-UP SURVEY 2-1-1 Texas has conducted follow-up quality surveys with more than 800 of our callers since May 2009.
1000 800
“Saved me a lot of time not having to go through the phone book and waste gas.”
“The employee was very helpful and really took the time to explain everything. I asked for three types of resources and I was given numbers for each one.” “I’m surprised at all of the different types of resources available through calling 2-1-1.”
Yes
Yes
Yes
600
Yes
400
No
200
No
No
Was the person you talked to at 2-1-1 Texas professional and respectful?
No
Were the information and referrals we gave you accurate?
Did you receive any help from the agencies we provided?
Would you recommend 2-1-1 Texas to a friend or family?
Roughly one quarter of callers who were not helped by agencies, reported a lack of funding as the reason, while nearly another quarter were awaiting approval for assistance.
30%
26%
25%
20%
20% 15% 10%
13%
12%
7%
5% Client has not had time to call yet
Client called, but did not get through
Agency out of funds
Ineligible for services
Awaiting approval
“It was great! I have a smile on my face. The best resource is to show people how to help themselves and it really helped. It’s amazing!”
ONE CALL. THOUSANDS OF CONNECTIONS. 15
GIVE. ADVOCATE. VOLUNTEER. CALLS FOR TAX PREPARATION ASSISTANCE AND FEDERAL STUDENT AID APPLICATION ASSISTANCE !..5!, 2%&%22!,3 4/ !'%.#)%3 02/6)$).' 4!8 2%,!4%$ 3%26)#%3 AARP Foundation 835
4!8 02/'2!- 2%&%22!,3 5000
Houston Afterhours Coverage 4000
2,720
Foundation Communities Austin Chamber of Commerce
3000
IRS 2000
Other - 50 calls or less
556
1000
53
6,411 0 Jan
)N MORE THAN OF CALLERS SEEKING TAX PREPARATION ASSISTANCE WERE REFERRED TO &OUNDATION #OMMUNITIES Community Tax Centers. .OTE (OUSTON #ALLS ARE CALLS FROM THE !USTIN AREA THAT ARE ANSWERED BY THE (OUSTON AREA AFTER BUSINESS HOURS
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
4AX RELATED CALLS INCREASE DURING THE TAX SEASON WHICH RUNS *AN THROUGH !PRIL &EBRUARY IS THE BUSIEST MONTH )N 2-1-1 Texas provided callers in the area with more than 10,600 tax-related referrals—more than 4,000 provided in Feb. alone.
FOUNDATION COMMUNITIES REPORTED 4HIS YEAR THE TAX CENTERS s 2ETURNED MORE REFUNDS TO CURRENT YEAR lLERS COMPARED TO THE LAST lLING SEASON MILLION s 3ECURED MORE %ARNED )NCOME 4AX #REDITS FOR CURRENT YEAR lLERS VS THE SAME PERIOD LAST YEAR MILLION s 3ECURED MORE IN #HILD 4AX #REDITS FOR TAXPAYERS WITH CHILDREN UNDER VS THIS SAME PERIOD LAST YEAR MILLION Tax Center
# Tax Returns
$ Refunds
$ EIC
$Child Tax Credit
TOTALS
17,096
$25,133,187
$9,644,084
$7,861,789
ONE CALL. THOUSANDS OF CONNECTIONS. 16
GIVE. ADVOCATE. VOLUNTEER. HERE’S TO YOUR HEALTH The Texas Department of State Health Services provided a special temporary helpline staffed by medical specialists to aid callers who were ill and seeking medical advice, or were health care professionals or school administrators seeking vaccine information and guidance. They were able to assist 1,200 callers this year.
H1N1 )N PARTNERSHIP WITH THE 4EXAS $EPARTMENT OF 3TATE (EALTH 3ERVICES 5NITED 7AY 4EXAS AND THE 4EXAS NETWORK WAS THE POINT OF CONTACT FOR INFORMATION AND REFERRAL FOR H1N1 vaccination sites, symptom information and treatment. s /UR LOCAL ANSWERED NEARLY A QUARTER OF ALL ( . related calls in Texas in 2009. s EXPERIENCED A PEAK IN UNMET NEEDS IN /CTOBER AND November due to demand for H1N1 flu vaccines that had not yet been produced. Once the vaccines became more readily available, unmet needs numbers reduced accordingly.
H1N1 CALLS BY MONTH 3500 3000 2500 2000 1500
CALLS BY AGE
1000
0-10 11-20
500
Caller Refused
0 Local (1,556 total) Statewide (6,647 total)
60+
September
October
119 325
644 3,275
November 624 2,222
December 169 822
21-30
51-59 31-40 41-50
ONE CALL. THOUSANDS OF CONNECTIONS. 17
GIVE. ADVOCATE. VOLUNTEER. GLOSSARY3 "!3)# .%%$3 0ROGRAMS THAT FURNISH SURVIVAL LEVEL RESOURCES INCLUDING FOOD HOUSING MATERIAL GOODS TRANSPORTATION AND TEMPORARY lNANCIAL ASSISTANCE FOR INDIVIDUALS WITH LOW OR lXED INCOMES PEOPLE WHO ARE HOMELESS OLDER ADULTS AND OR PEOPLE WITH DISABILITIES WHO ARE OTHERWISE UNABLE TO ADEQUATELY PROVIDE FOR THEMSELVES AND THEIR FAMILIES #/.35-%2 3%26)#%3 0ROGRAMS THAT PROVIDE FOR THE EDUCATION AND PROTECTION OF INDIVIDUALS WHO PURCHASE USE MAINTAIN AND DISPOSE OF PRODUCTS AND SERVICES #2)-).!, *534)#% !.$ ,%'!, 3%26)#%3 0ROGRAMS 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. %$5#!4)/. 0ROGRAMS THAT PROVIDE OPPORTUNITIES FOR PEOPLE TO ACQUIRE THE KNOWLEDGE SKILLS DESIRABLE QUALITIES OF BEHAVIOR AND CHARACTER WISDOM AND GENERAL COMPETENCE THAT WILL ENABLE THEM TO FULLY participate in and enjoy the social, political, economic and intellectual life of the community. %.6)2/.-%.4!, 15!,)49 0ROGRAMS THAT PRESERVE PROTECT AND WHERE POSSIBLE IMPROVE BOTH THE NATURAL AND BUILT ASPECTS OF THE PHYSICAL ENVIRONMENT AND OR WHICH DEVELOP AND IMPLEMENT MEASURES FOR ACCIDENT prevention and intervention in the case of emergencies in order to promote public health and safety and enable people to live in ecological balance and harmony with their surroundings. HEALTH CARE 0ROGRAMS WHOSE PRIMARY PURPOSE IS TO HELP INDIVIDUALS AND FAMILIES ACHIEVE AND MAINTAIN PHYSICAL WELL BEING THROUGH THE STUDY PREVENTION SCREENING EVALUATION AND TREATMENT OF PEOPLE WHO HAVE ILLNESSES INJURIES DISABILITIES OR SUBSTANCE ABUSE PROBLEMS AND THE PROVISION OF FAMILY PLANNING MATERNITY AND OTHER SERVICES THAT RELATE TO HUMAN REPRODUCTION AND SEXUAL HEALTH ).#/-% 3500/24 !.$ %-0,/9-%.4 0ROGRAMS THAT HELP TO MEET THE ECONOMIC NEEDS OF THE COMMUNITY BY HELPING RESIDENTS PREPARE FOR lND 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 BENElTS TO WHICH THEY ARE ENTITLED ).$)6)$5!, !.$ &!-),9 ,)&% 0ROGRAMS 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 -%.4!, (%!,4( #!2% !.$ #/5.3%,).' 0ROGRAMS 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. /2'!.):!4)/.!, #/--5.)49 ).4%2.!4)/.!, 3%26)#%3 0ROGRAMS 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 3
&ROM !)23 ,! #OUNTY 4AXONOMY OF (UMAN 3ERVICES
ONE CALL. THOUSANDS OF CONNECTIONS. 18