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211 Santa Cruz County Connecting Residents in Need to Vital Community Services

211 Santa Cruz County is a free, confidential, 24-hour multilingual phone service that connects residents to important community services. From housing and utilities to mental health support and volunteer opportunities, 211 is a single solution for those in need. With over 20,000 calls since its launch in 2010, 211 has become a vital resource for individuals seeking assistance. Benefit non-profits and public agencies by reducing inappropriate calls and providing easy referrals. Stay updated on services by updating your agency listing on the 211 database.

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211 Santa Cruz County Connecting Residents in Need to Vital Community Services

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  1. 211 Santa Cruz CountyConnecting Residents in Need to Vital Community Services August 2014

  2. Quick Reference • 2-1-1 Local Community Services • 4-1-1 Directory Assistance and Information • 9-1-1 Emergency Services 211 Santa Cruz County

  3. Imagine thousands of times a day… • I can’t pay • my rent • My kid is • on drugs • I want to • kill myself • 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 only serve • San Jose 211 Santa Cruz County

  4. Imagine a single solution… • I need to find • childcare • I want to • volunteer • I can’t pay • my rent • My kid is • on drugs • I want to • kill myself • Yes, I can connect you with someone who can help… • 2-1-1, • how can • I help you? • Suicide • Prevention • Catholic • Charities • Senior • Services • Crisis • Hotline • Volunteer • Center 211 Santa Cruz County

  5. What is 211? • 211 is an easy to remember phone number that connects people in need with important community services. • This free, confidential, 24-hour/seven days a week, multilingual service also serves as a vital link for individuals seeking to volunteer, provide resources and assist during times of crisis. • 211 serves approximately 240 million Americans – over 80% of the US population; • Over 200 active 211 systems covering all or part of 46 states (including 19 states with 100% coverage, plus Washington D.C. and Puerto Rico) 211 Santa Cruz County

  6. 211 Santa Cruz County: Four Years of Service • How many people are using it? • 20,000- Total calls since 2010 launch • What are people calling about? • #1 Need: Housing & Utilities • #2 Income Support • #3 Food & Meals 211 Santa Cruz County

  7. 211: Provides Assistance and Information • Calls typically last 3-5 minutes • Information and Referral Specialists: • Help the callers tell their story, understand and prioritize their needs • Identify and offer them appropriate resources • Provide advocacy for those needing extra support accessing services • Follow up 100% of crisis calls, such as those for shelter or housing assistance, and on 20% of non-crisis calls • The goal is individuals empowered to be their own advocates. 211 Santa Cruz County

  8. Benefits to Non-Profits andPublic Agencies • Fewer inappropriate calls • More time and resources available to serve clients • Easy referral source for their clients • Complements specialized information and referral services • Visibility for their services • Online updating capacity – real time accuracy 211 Santa Cruz County

  9. What types of services can people find by calling 211? • 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 • Veteran’s Services 211 Santa Cruz County

  10. Others who use 211 • Disaster Officials • Have a dissemination mechanism for critical up-to-the-minute public information • 9-1-1 • Gets fewer non-emergency calls • Public Officials • Have a place to refer constituents in need of help • General Public and Potential Donors • Have easy access to give or get help – donations, funds, time 211 Santa Cruz County

  11. 211 also plays a Critical Role in Disasters • Santa Cruz County Floods 2011 211 Santa Cruz County

  12. Resource Database • Partnerships between 211 call center and designated agencies to provide seamless transfer of callers needing assistance • Santa Cruz County provides original resource database • HELPLINK provides resource management program to maintain current and accurate information about available services and add new resources as they become available • Searchable public access provider database online 211 Santa Cruz County

  13. Updating Your Agency Listing on 211 Database • Step 1: Send an email to resources@uwba.org or call 415-808-4211 and state your agency and whether you want to create a brand new profile or update an existing one • Step 2: You will receive an email with a unique link to create or update your agency and program profiles • Step 3: Make sure to create a profile for each program your agency offers, including as many key words as appropriate 211 Santa Cruz County

  14. Contacts and References • 211 Information • Statewide 211: www.211california.org • National 211: www.211.org • CAIRS: www.cairs.org • Bay Area: www.211bayarea.org • Your 211 Contacts • 211 Database 211 Santa Cruz County • Maritza Villagomez Mary Lou Goeke • Database Manager Executive Director • United Way HELPLINK United Way of Santa Cruz County • (415) 808-7388 (831) 465-2202 • mvillagomez@uwba.orgmlgoeke@unitedwaysc.org 211 Santa Cruz County

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