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2-1-1

2-1-1. A free, accessible, 3 digit telephone number that gives everyone access to the vital community services that they need. Currently, thousands of times a day…. I can’t pay my rent. My child is on drugs. I need food. I need to find childcare. I want to volunteer.

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2-1-1

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  1. 2-1-1 • A free, accessible, 3 digit telephone number that gives everyone access to the vital community services that they need.

  2. Currently, thousands of times a day… I can’t pay my rent My child is on drugs I need food I need to find childcare I want to volunteer We can’t help with that Please call back when we’re open I’ll try to transfer you to an agency who can help We only do senior daycare Why did you call us? I’m not sure who you can call. I don’t know, please hold. We don’t serve your county.

  3. After Implementation of 2-1-1 I need to find childcare I want to volunteer I can’t pay my rent My child is on drugs I need food 2-1-1 2-1-1, how may I help you? Yes, I can connect you with someone who can help… Drug Rehabilitation Center Volunteer Center Rental Assistance Program Child Care Resource And Referral Food Closet

  4. 2-1-1 Information & Referral • Comprehensive Database:current, accurate information about services organized in a way that is easily retrieved and useful • Trained information and referral specialists: Qualified staff able to assess callers’ needs and help them identify underlying life conditions that may be affecting those needs • Quality Referrals:Connections to appropriate public, non-profit and private providers for services the caller needs

  5. 2-1-1 Call Specialist Anatomy of a 2-1-1 Call • Establishes rapport • Diffuses emotional barriers • Determines need(s) through in-depth assessment • Searches database for appropriate resources • Dials 2-1-1 • Local phone company routes to 2-1-1 Call Center Caller in need 2-1-1 Information and Referral Specialist empowers caller by providing accurate, helpful information and appropriate referral(s) to agencies able to assist with the caller’s identified needs.

  6. 2-1-1 United States HISTORY FCC Ruling “We find that the Information and Referral Petitioners have demonstrated sufficient public benefits to justify use of a scarce public resource and therefore assign 2-1-1 to be used for access to community information and referral services.”

  7. 2-1-1 is a National Movement 2-1-1 is now accessible to 75% of the US population

  8. 2-1-1 California HISTORY CPUC Ruling “The use of the 2-1-1 dialing code has the potential to provide Californians with easy access to information concerning child care services, housing assistance, physical and mental health resources, aging and hospice services, educational and other programs. Such information is not currently available through the 9-1-1 emergency code or the 3-1-1 police non-emergency code.”

  9. 2-1-1 California HISTORY

  10. 2-1-1 California VISION All Californians will have access to current community, health, and disaster information 24 hours a day through a free, easy-to-remember, telephone number. 2-1-1 California Partnership California Alliance of Information and Referral Services (CAIRS), United Ways of California, Volunteer Centers of California in partnership with California Volunteers, Office of the Governor, and California Office of Emergency Services

  11. 2-1-1 California MISSION To create and sustain a statewide network that brings together high-quality local and regional 2-1-1 call centers and provides benefits beyond what is possible independently GOAL 100%of Californians will have access to quality 2-1-1 services by 2010

  12. 2-1-1 Yields Broad Benefits • Direct Service Programs and Providers • Have an outlet for providing information about changes in programs/eligibility and service availability • Service Agencies and Professionals • No longer pressured to search for information outside their service scope or to help clients who belong elsewhere • Specialized I&R’s • Know calls requiring their expertise will get referred to them • Disaster Officials • Have a dissemination mechanism for critical up-to-the-minute public information • Law Enforcement • No longer gets non-emergency calls • Public Officials • Have a place to refer constituents in need of help

  13. 2-1-1 Role in Disasters

  14. 2-1-1 Assists in Disaster Response & Recovery • Central non-emergency number for the public to call during and after disasters • Up-to-date information for the public • Communication link among community-based organizations (CBOs) responding to disasters • Liaison between CBOs and public agencies charged with disaster response and recovery “People need a real voice to talk to when they’re upset and scared. 2-1-1 is an invaluable service.” Jane Fulkerson 2-1-1 Volunteer during Firestorm 2007

  15. Florida Hurricanes 2004

  16. 2-1-1 Disaster & Emergency InformationFlorida 2004 Case Study • 2-1-1 Community Resources in Orlando took 19,551 calls between August 12 and Sept. 20 - a 300% increase over their normal call volume.

  17. 2-1-1 Provided Vital Service Trial by Wind and Water – Florida Hurricanes 2004 “We estimated that 2-1-1 got 60,000 calls that normally would have gone to 911, freeing those operators to answer emergency calls.” Matt Recommier, 911 Coordinator for Lee County (FL) • Expanded capacity of Emergency Operations Centers (EOCs) • Provided critically needed management of information about availability of services • Identified unmet and emerging needs • Provided critically needed telephone reassurance and crisis support for callers • Helped mobilize and manage volunteers and cash and in-kind donations • Served as intake points on behalf of government agencies and nonprofit organizations • Offered a sustained connection to help for people whose lives were dramatically affected by the storm • Trial by Wind and Water report findings (United Way of America)

  18. Firestorm 2007

  19. 2-1-1 and the 2007 California Wildfires “The 2-1-1 services was an invaluable resource during the firestorm in that it freed up calls from 9-1-1. We could give information on repopulated neighborhoods to the 2-1-1 operators. We saw 911 calls diminish over time because of that.” Bill Gore Undersheriff, San Diego County

  20. Why People Called 2-1-1 During the Firestorm “2-1-1 is an essential service for our city residents every day of the year, and even more critical to support our emergency personnel in the event of a natural or man-made disaster.” MerrileeBoyack Deputy Mayor City of Poway

  21. Trial by Fire 2-1-1 and the 2007 SOUTHERN CALIFORNIA WILDFIRES Lessons Learned and Recommendations • How OES and MARAC Can Help • Statewide disaster planning for 2-1-1 is critical and should draw on the San Diego Partnership model. • Promote inclusion of 2-1-1 in local and regional Emergency Plans and exercises • State agencies and other partners should embrace the innovative ways 2-1-1 can address their information needs during disasters • Include 2-1-1 in all State Emergency Plans and exercises • Effective planning recognizes that while disasters are local, they have regional and statewide impacts, and 100% 2-1-1 coverage through regional collaboration is required • Support 100% 2-1-1 coverage for California

  22. 2-1-1 Resources • National 2-1-1 • Alliance of Information and Referral Systems (AIRS) • airs.org and 211.org • California 2-1-1 • California Alliance of Information and Referral Services (CAIRS) • cairs.org and 211california.org • Sacramento 2-1-1 • 2-1-1 Sacramento • a program of Community Services Planning Council • communitycouncil.org and 211sacramento.org • Nancy Findeisen, President/CEO • (916) 447-7063, est. 328 or nfindeisen@communitycouncil.org

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