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2-1-1 California working with CA Office of Emergency Services & CA Volunteers

California Alliance of Information and Referral Services. United Ways of California. Volunteer Centers of California. 2-1-1 California working with CA Office of Emergency Services & CA Volunteers. 2-1-1 California .

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2-1-1 California working with CA Office of Emergency Services & CA Volunteers

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  1. California Alliance of Information and Referral Services United Ways of California Volunteer Centers of California 2-1-1 California working with CA Office of Emergency Services & CA Volunteers

  2. 2-1-1 California Our Vision is for all Californians to have access to current community, health, and disaster information 24-hours a day through a free, easy-to-remember telephone number Our Missionis 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 2

  3. I can’t pay my rent My child is on drugs I needfood I need tofind childcare I want to volunteer Please call back when we’re open We can’t help with that We only do senior daycare. Why did you call us? I’m not sure who you can call. We don’t serve your county. I don’t know, please hold. I’ll try to transfer you to an agency who can help Without 2-1-1 3

  4. I need to find childcare I want to volunteer I can’t pay my rent I need food My child is on drugs 2-1-1 Rental Assistance Program Drug Rehabilitation Center Food Closet Child Care Resource And Referral Volunteer Center With 2-1-1 4

  5. 2-1-1 California Primary Goal: Achieve 100% Coverage by 2010 5

  6. Service is available during times of disaster or emergency Achieve coverage for communities that lack resources to do it alone May contract for statewide services not possible without 100% Reduces duplication of creating new statewide toll-free numbers Statewide organizations can reach all residents through one contact Increased accuracy and consistency of statewide information 24-hour live response when specialized state services are unavailable Connect with non-local 2-1-1s to help family elsewhere Incremental Benefits of a Statewide System 6

  7. 2005 Business Planning Process Balancing Local Needs and Cost Effectiveness • Some counties have limited infrastructure on which to build and have no 2-1-1 planning in place • Information is best collected and updated on a timely basis by those who are most familiar with local resources • Callers must feel comfortable with the sensitivity of referral specialists to local realities and to a diversity of cultural values • The system must be financially viable, designed to operate as efficiently as possible • Many Californians and their families live and work in different counties • The system needs rural and urban implementation strategies 7

  8. 2007 Regional Meetings Continued strong interest in 2-1-1 at local levels Counties that are able to develop 2-1-1 on their own are on the path Remaining counties will need a multi-county model; new ECCs will not emerge; limited new LCCs may be possible These counties have experience working together effectively Counties are more likely to have some kind of online database than a telephone I&R They would like someone to help them put the pieces together for a multi-county CPUC application They would also like to learn from those who have gone ahead: sample plans, templates, funding approaches, etc 8

  9. Summit Purpose • To document a specific plan for achieving 100% coverage, with strategies for how each county will achieve 2-1-1 services • To exchange information, templates, samples, and lessons learned • To develop local and regional action plans for providing 2-1-1 services

  10. Using These Results • Inform funding requests • Shape 2-1-1 California strategy and priorities • Connect locally and regionally to move ahead • Take back tools, tips, and contacts

  11. Barriers by Stage of Development What barriers do you face? What resources are needed to address the barriers? • Blue = active • Orange = 2007 • Yellow = 2008 • Green = 2009 • Purple = planning • Lavender = pre-planning discussions • Blank = no planning • 20 minutes in table groups • Choose a recorder • Around once • Name, organization • Barrier & resources • Then open discussion • Remember to share the air • Debrief highlights

  12. Models for Achieving 100% Coverage “Statewide network that brings together high-quality local and regional 2-1-1 call centers” Enhanced Call Centers(ECCs) • have robust capacity to serve multiple counties with complete 24/7/365 services and backup Local Call Centers(LCCs) • provide I&R to the level of their capacity to one or more counties during the day 5 days a week • partner with an Enhanced Call Center for after hours services and advanced technology needs Call Specialists • can be located remotely from their call center

  13. Southern California Region – OES MARs I and VI • Seven counties with live services (LA, Orange, Santa Barbara, Ventura, Riverside, San Bernardino, San Diego) • San Luis Obispo scheduled to go live in 2007 • Imperial, Inyo and Mono not currently planning Variety of models for coverage • Los Angeles – ECC for 10 million people • Ventura, San Bernardino are ECCs offering phone services to counties within this and other regions • Santa Barbara, Orange, San Diego, Riverside contracting for nights & weekends; San Luis Obispo plans to as well

  14. Central Valley Region – OES MAR V • Kern has live services • Fresno scheduled to go live in 2008; planning with Madera and Tulare • Kings county actively planning • Merced, Mariposa not currently planning Local services with contracts with S CA agencies for support • Region has no ECC • Kern contracting outside the region with Ventura for nights & weekends • Fresno planning to contract outside the region with San Bernardino for nights & weekends • Kings may work with Fresno on CPUC application • Merced and Mariposa “sister counties” collaborate in many areas

  15. Bay Area Region – OES MAR II • Four counties with live services (Alameda, Contra Costa, San Francisco, Santa Clara) • San Mateo, Marin, Napa and Solano scheduled to go live in 2008 • Humboldt, Mendocino and Monterey planning • Del Norte, Mendocino, Lake, San Benito, Santa Cruz no active planning Variety of models for coverage • San Francisco multi-county ECC to provide complete services for Marin, Napa, Solano and San Mateo • Santa Clara contracting outside the region for all phone services • Alameda, Contra Costa stand-alone 24/7 coverage Possible planning clusters • Sonoma, Mendocino and Lake share a UW • Monterey, San Benito, and Santa Cruz

  16. Sacramento Region – OES MAR IV • Stanislaus has live services • Sacramento scheduled to go live in 2008 • Nevada and San Joaquin planning separately • Amador, El Dorado, Placer, and Tuolumne are in pre-planning stage: gathering information, identifying assets, seeking partnerships • Alpine, Calaveras and Yolo not currently planning Potential for regional ECC • Sacramento planning to be an ECC offering complete services, with El Dorado as a likely partner, and possibilities in Yolo, Nevada and Placer and cross-regionally with Butte, Sierra • Stanislaus contracts outside the region with San Bernardino for nights and weekends • Amador, Tuolumne, and Calaveras are already linked through InfoNet and are likely 2-1-1 partners • Yolo 2-1-1 planning committee studied the options, decided to seek a county-wide service over a regional approach; disbanded when local funding to support this strategy was not available

  17. Far North Region – OES MAR III • There is no active or imminent 2-1-1 service in this region • Eight counties are in pre-planning stage: gathering information, identifying assets, seeking partnerships (Butte, Glenn, Lassen, Modoc, Plumas, Shasta, Siskiyou, Tehama) • Five additional counties have no active planning (Colusa, Sierra, Sutter, Trinity, Yuba) Regional clusters based on geography and experience • Representatives from several counties report that they collaborate in many ways and are exploring the possibilities for 2-1-1 (Shasta as possible lead, with Lassen, Siskiyou, Modoc, Tehama, Glenn, Trinity; possibly also Plumas and/or Butte) • Border counties of Colusa, Sutter, Yuba and Sierra are not a natural region with the rest of the far north, but could plan in a sub-cluster together

  18. Planned or Existing Enhanced Call Centers Sacramento San Bernardino San Francisco Los Angeles Ventura

  19. 5-County Collaborative in Washington State • Five counties in NW Washington with a total of 1 million people • Largest county has 700,000 people; smallest has 18,000 • Two counties are made up of remote islands with no previous comprehensive I&R • Centralized online data base with updates provided through an online portal; variety of arrangements with local agencies for database management • Call distribution system statewide makes remote call specialists flexible and low-cost from technology perspective • Advantages of remote call specialists in communities • Know the community, nuances, politics, and geography • Available to attend local meetings and information fairs, seek local funds • Keeps jobs in the community • Recognizes unique aspects of local community • Overcomes prohibitive costs of stand alone call center • Challenges of remote call specialists • Managing personnel across organizations and distance • High cost of training because of long distances • United Way has been “tremendously helpful” in opening doors to agencies as well as to cities and counties for funding Source: Bill Brackin, Program Director, North Sound 2-1-1

  20. Building Infrastructure through Emergency Preparedness Approach • Strong benefits of having statewide 2-1-1 coverage and connectivity in time of a disaster • Strategy: establish infrastructure to assure emergency coverage; build on this infrastructure to achieve 24/7 coverage • Emergency database – fire and police, hospitals, resources • Emergency call capacity through an ECC • With infrastructure in place, build local support for 24/7 • Comprehensive database • Options for local phone specialist(s)

  21. Models for Database • County-level 2-1-1 database • County-level comprehensive I&R database in place that will become a 2-1-1 database • Build on an existing database to create and manage a county-level 2-1-1 database • Build on an existing database to create and manage a multi-county 2-1-1 database • Build and manage a new county-level 2-1-1 database from scratch • Build and share management of a new multi-county 2-1-1 database • Collect county data and contract with another 2-1-1 to use their database • Contract with another 2-1-1 to gather local data and manage the database • Emergency-only database; will not pursue a 2-1-1 database • Other

  22. Models for Telephone Service • 24/7/365 2-1-1 call center • Operate a call center for peak hours and contract with an ECC for additional hours • Small number of call specialists (one – two) in county for peak hours, and contract with an ECC for overflow, nights and weekends • All calls answered by a remote ECC • Emergency 2-1-1 coverage only; will not pursue 24/7 coverage • Other

  23. 2-1-1 Models: Considering Costs of Calls Source: regional meetings powerpoint

  24. Considerations When Selecting A Model What are the factors a community must consider when selecting a model for 2-1-1 delivery?

  25. 2-1-1 Information Statewide 2-1-1: www.211california.org CAIRS: www.cairs.org National 2-1-1: www.211.org AIRS Standards: www.airs.org 2-1-1 California Partnership Maribel Marin, CAIRS 626.350.1841 x2100 mmarin@infoline-la.org Dave Smith, UWCA 805.485.6288 x251 dsmith@vcunitedway.org Elizabeth Sadlon, 2-1-1 California Partnership 818.662.7043 sadlon@mindspring.com 26

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