A Statewide 2-1-1 System: Opportunities and Challenges Value Added to a State in Stress!

1. California Alliance of Information and Referral Service A Statewide 2-1-1 System: Opportunities and ChallengesValue Added to a State in Stress!

2. Goal of 2-1-1 California • Create easy to remember phone number that connects all Californians to services, information, resources and volunteer opportunities in their communities, in their language 24 hours a day, 7 days a week.

3. 2-1-1 California – 2009 Objectives • Build out the 211 system to provide disaster response to the entire State of California • Solidify 2-1-1 CA’s leadership role as the policy and operations body for 211 in CA • Build revenues for the 211 system (both disaster response and 24/7 coverage)

4. Where 2-1-1 Centers Currently Operate in CA • 2-1-1 implementation happening county-by-county. • Currently, 21 counties operational-covering 86%of California’s population. • In 2008, over 1.8 million calls were handled by CA 211’s – 40% increase over 2007. • Approximately 3 million calls will be handled annually when fully operational in all counties.

5. Types of Services People Find by Calling 2-1-1 In addition to helping with emergency and disaster response, 2-1-1 connects people to a variety of services: • Food and Housing Resources • Help for Seniors and People with Disabilities • Mental Health and Crisis Support • Access to Income Assistance • Health Services • Resources for Children and Families • Volunteer Opportunities

6. 2-1-1 Services Requested in 2008 In addition to helping with emergency and disaster response, 2-1-1 connects people to a variety of services: • Food and Housing Resources • Help for Seniors and People with Disabilities • Mental Health and Crisis Support • Access to Income Assistance • Health Services • Resources for Children and Families • Volunteer Opportunities

7. Benefits of 2-1-1 • Cost Savings – one easy number for governmental and non-profit services • Efficiency – consolidate or replace growing list of 800#s • Relief for 911 – relieves 911 system of non-emergency calls • Reliable Data – unbiased community data to help identify needs • Accessible – 24/7 availability, multi-lingual and TTY, FREE, confidential and anonymous

8. Medi-cal Patients Medical Patients Rural Needs Job Seekers With Disabilities Low Income Para Transit Fixed Route Mobility Management – Roles for 2-1-1 Information only Brokerage One-Stop Hybrid ROI Software Efficiency 2-1-1

9. 2-1-1, 5-1-1, and Human Services Transportation • On the whole, however, there is no match for 211 when it comes to providing information and access to human services for people in need. Its one-on-one, interactive human communication is indispensable for helping those who aren’t sure where to turn, what name to attach to their need, or what programs might be available. Because it allows users to describe their concerns in their own words, 211 is also more able to develop a holistic understanding of callers’ needs in all of their complexity, and, where necessary, to suggest creative alternatives when no programs are available. • 211 also has a remarkable asset in the form of its databases, which unlike those of 511 already include information on the innumerable small-scale charitable transportation services offered to the disadvantaged and disabled, as well as on programs that provide financial assistance to those needing help paying for transportation. Moreover, based on the demographics of the two systems, it is very likely that UWR/MSAA’s target audience of transportation-disadvantaged citizens would at least be familiar with the 211 resource as with 511. Office of Research, Demonstration, and Innovation Federal Transit Administration United States Department of Transportation

10. A Critical Tool During Disaster for Special Needs • 2008 Hurricanes Ike and Gustav – 3 CA 211s help to field over 10,000 overflow calls from Louisiana hurricane victims. • – 2007/2008 So Cal Firestorms – 211s field close to 150,000 calls from people impacted by evacuations and/or home losses during the past two fire seasons. • 2005 Hurricanes Katrina and Rita – Evacuees to So Cal get help by calling 211. 2-1-1 plays an essential role in providing accurate and up-to-date information to the public during disaster:

11. Firestorm 2007 11

12. Existing 211 services connected through an active collaborative, provided unprecedented levels of service during the wildfire disaster Six centers answered 130,000 calls in five days (the Monroe, Louisiana 211 answered 110,000 calls in two months following hurricane Katrina)

13. Statewide Expansion of 211 for Disaster Projects in the Works • Statewide technology plan for networking all 211 centers and activating service in in non-211 counties (for disaster readiness) • Statewide emergency operations and coordination plan • MOUs between 211 providers and local emergency responders and transportation providers • Plng and coordination with CalEMA and local OES offices • Statewide resource database of local community services/programs

14. How 2-1-1 is Currently Funded Local 2-1-1s currently receive funding from a variety of funding sources including: • Statewide grants • Local governments • Businesses • United Ways • Local First 5s • Fees for services Potential new funding could come from federal source by means of S. 211 and H.R. 211, experiencing increased bipartisan support.

15. Who to Contact for More Information David M. Smith President & CEO United Way of Ventura County Ph. (805) 485-6288, ext. 251 E-mail: dsmith@vcunitedway.org Maribel Marin Executive Director 211 LA County Ph. (626) 350-1841 E-mail: mmarin@211la.org Steve Barrow & Marc Thibault Statewide Coordinator & Assistant Coordinator 211 California Ph. 530 902-5551 E-mail: scbarrow@pacbell.net