FY2012 Second Quarter Report: 2-1-1 Maryland at United Way of Central Maryland

1. FY2011 Annual ReportJuly 1, 2010 - June 30, 2011 2-1-1 Maryland at United Way of Central Maryland Fiscal Year 2012 Quarterly Report Second Quarter (Oct 1, 2011 - Dec 31, 2011)

2. Second Quarter in Review • There was an 18 percent increase in the number of calls answered in the second quarter of FY12 as compared to FY11. This increase is due primarily to the unprecedented number of Thanksgiving assistance calls in November 2011. • As in FY11, the top five requests were in basic needs areas, including individual, family and community support, which includes Thanksgiving assistance; utility assistance; housing assistance; health care; and food. • Requests for individual, family and community support increased 38.4 percent from FY11 to FY 12; and requests for food increased 6.4 percent in FY12 from FY 11. • Inquiries about utility assistance declined 15 percent from FY11 to FY12, which may be a reflection of the fact that energy costs remained flat during the 2nd quarter. 2-1-1 Maryland at United Way of Central Maryland Sponsors

3. Second Quarter Highlights • Partnerships/Initiatives Harvest of Plenty (HOP): Worked with Maryland Food Bank (MFB) and 16 community-based organizations and faith-based providers to conduct HOP, a Thanksgiving assistance program for low-income households in central Maryland. In HOP, 2-1-1 MD at UWCM screens callers for eligibility and refers eligible callers to participating community organizations to pick up fixings for a Thanksgiving meal. This year, in conjunction with United Way of Central Maryland’s Access to Healthy Food Initiative, we were able to improve the quality of the holiday box, offering a 14 pound turkey, more side dishes, and a roasting pan, and triple the number of households served by 38 percent—from 1,800 in 2010 to 2,500 in 2011. Maryland AIRS: Staff helped facilitate and participated in the annual MD AIRS training and networking conference for information and referral providers on November 1, 2011. • Funding Received grants from Wal-Mart Foundation, Bank of America and OneMain Financial for free tax preparation and EITC awareness activities. Contracted with JOTF to schedule eligible callers for free tax appointments at Baltimore CASH sites • Community Education/Outreach/Training Provided tours and 2-1-1 listening sessions to several organizations such as: BGE, Blue Waters Foundation, Ernst & Young, Health and Human Services Referral Board, Mayor’s Office of Emergency Management, New Psalmist Baptist Church, Procter & Gamble

4. Total Calls Answered Comparing 2nd Quarter FY 2012 to 2nd Quarter FY 2011 18.2% increase

5. Total Calls AnsweredCall Volume by County Second Quarters FY 2011 & FY 2012

6. Highest Call VolumesTop 10 Zip Codes

7. Top Three Zip CodesPer JurisdictionSecond Quarters FY 11 & FY 12

8. Top 3 Highest Call Volume Zip Codes per Jurisdiction Map provided by www.cim-network.org

9. Second Quarter FY12 Callersby Gender & Age A consistent trend of more female callers Most of the callers are between the ages of 30 & 59

10. How Callers Learned About 2-1-1 MD at UWCM “Other agency” includes landlords and other utility companies “Other agency” includes landlords and other utility companies

11. Top Services RequestedSecond Quarters FY 11 & FY 12 The most dramatic spike from FY 2011 to FY 2012 was in the area of food assistance (26.4% increase), which is a reflection of the increasing food costs in the region during this period.

12. Top Services Requested by Jurisdiction

13. Making a Difference…Success Stories • In mid-December, Ms. P of zip code 21221 in Baltimore County called 2-1-1 MD at UWCM for help finding food to hold her family over until her emergency Food Stamps were processed.  She was provided a number of resources for emergency food in her area. During a follow-up call on 12/30/2011, Ms. P said that she was able to obtain food from one of the resources 2-1-1 MD at UWCM had provided her: Eastern Faith Outreach. • A Baltimore City resident contacted 2-1-1 MD at UWCM in early December seeking utility assistance for a turn-off notice. 2-1-1 MD at UWCM referred the caller to several locations for assistance. During a follow-up call on 12/30, the caller stated that she was able to receive help from the Department of Social Services, and her utilities were not turned off. She said that she is thankful that because of the help she received from 2-1-1 MD at UWCM and DSS, her family will continue to have heat during the upcoming winter months. • Ms T., a Glen Burnie resident, called 2-1-1 MD at UWCM in mid-November in hopes of qualifying for a holiday box. 2-1-1 MD at UWCM registered her at the Brooklyn Community United Methodist Church, the Harvest of Plenty site in Anne Arundel County. During a follow-up call, Ms. T. said that she was very pleased with the Thanksgiving box and roasting pan she received. She noted that earlier in the year, she had lost everything in a hurricane. She is living off of retirement income and is taking care of her granddaughter. She stated that being able to provide her granddaughter with a nice Thanksgiving meal was a “true blessing.”

14. Moving Forward… • With Baltimore CASH and Maryland CASH, conduct EITC outreach and free tax preparation activities funded by Wal-Mart and Bank of America grants. • Continue to reach out to local departments of emergency management and health and human services to inform them about 2-1-1 MD at UWCM and identify and pursue opportunities for collaboration. • Complete AIRS re-accreditation. Glossary • 2-1-1 MD at UWCM – 2-1-1 Maryland at United Way of Central Maryland • DHCD – Department of Housing and Community Development • DHMH – Department of Health and Mental Hygiene • DHR – Department of Human Resources • EITC – Earned Income Tax Credit • I & R Specialist – Information and Referral Specialist • UWCM – United Way of Central Maryland For more information about this report, call 410-895-1441.