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2-1-1: Access to Health and Human Services Information

2-1-1 is the national hotline number that connects individuals and families in need with the appropriate community-based organizations and government agencies. It provides information on emergency preparedness, basic human needs resources, physical and mental health resources, employment supports, support for older Americans and persons with disabilities, and support for children, youth, and families. 2-1-1 is active in all 50 states, Washington D.C., Puerto Rico, and Canada, serving 285 million Americans.

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2-1-1: Access to Health and Human Services Information

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  1. Presenters: Chris Juett, FCFH-Iowa, Inc. Margaret VanGinkel, ISU Extension and Outreach

  2. What is 2-1-1? 2-1-1 is the national hotline number for access to health and human services information. 2-1-1 is an easy-to-remember and universally recognizable number that connects individuals and families in need with the appropriate community-based organizations and government agencies. • “911” for Human Services • One call connects a person to information about all available human services

  3. Types of Assistance • Emergency Preparedness/Recovery (special needs registration, disaster information, road closures, clean up information) • Basic Human Needs Resources (food banks, clothing closets, shelters, rent assistance, utility assistance) • Physical and Mental Health Resources (health insurance programs, Medicaid/Medicare, medical information lines, crisis intervention services, support groups, counseling, drug and alcohol intervention) • Employment Supports (financial assistance, job training, transportation assistance, education programs) • Support for Older Americans and Persons with Disabilities (adult day care, congregate meals, Meals on Wheels, respite care, home health care, transportation, homemaker services) • Support for Children, Youth and Families (childcare, after-school programs, family resource centers, summer camps, mentoring, tutoring, protective services)

  4. 2-1-1 Across the USA • 2-1-1 is a national number, it was assigned by the FCC in July 2000 to reach across the nation • Currently, 2-1-1 is active in all 50 states, plus Washington D.C., Puerto Rico and Canada • 39 states plus Washington D.C. and Puerto Rico have 100% coverage • It serves 285 million Americans, approximately 91% of the US population

  5. 2-1-1 in Iowa • There are seven 2-1-1 Centers that provide coverage to all 99 Iowa counties.

  6. 2013 Data – Iowa Calls • 2-1-1 Centers answered 110,257 calls. • Individuals most frequently called for assistance in the following areas: • Income Support and Assistance • Housing • Utilities • Food and Meals • Individual/Family Supports

  7. Benefits The service is intended to be a benefit: • To Users • To the Community • To Emergency Preparedness

  8. Benefits to Users • 2-1-1 is simple and easy to remember, and offers one point of contact. • 2-1-1 calls are answered 24/7, with bi-lingual and Relay Iowa services available. • 2-1-1 provides trained professionals to assist callers. • 2-1-1 helps with rumor information control in times of emergencies.

  9. Benefits to the Community • 2-1-1 helps citizens navigate the complicated web of health and human service programs. • 2-1-1 provides an essential public service to the community by providing one central resource for all health and human services information and referral. • 2-1-1 reduces government bureaucracy and provides control to local communities who know best how to assist their citizens. • 2-1-1 is a useful planning tool to understand a community’s changing needs.

  10. Benefits to Emergency Preparedness • 2-1-1 is a critical information system, which is necessary prior to, during, and after a community crisis such as a flood, fire, attack, or other local or national tragedy. • 2-1-1 responds immediately during times of crisis, to field calls regarding the crisis and to direct callers to services most appropriate for their needs. • 2-1-1 maintains the integrity of the 9-1-1 system. 9-1-1 dispatchers can refer individuals calling 9-1-1 for health and human service related information to 2-1-1.

  11. Emergency Preparedness/Recovery • The seven 2-1-1 Centers have a plan in place to push 2-1-1 calls to another 2-1-1 Center if needed during a disaster. • The 2-1-1 Centers have set up their own list servto communicate with each other during a disaster. • There are currently two staff from two different 2-1-1s who serve on the IDHRC Board.

  12. ISU Extension • Serves 25 counties in Iowa: majority of the counties are located in rural Iowa, limiting the services that are available. • Serves on the IDHRC committee and board. • ISU Extension and Outreach supports the majority of 2-1-1 funding with minimal financial support from United Way. • Majority of staff are I & R Certified, with remaining working on certification.

  13. Des Moines • 2-1-1 is funded by United Way of Central Iowa and partnered with the American Red Cross to provide services. • Has memorandums of understanding with two County Emergency Management Offices. • Holds other memorandums of understanding. • 9-1-1 • Hospitals • Transportation Management Association • Has a staff person who is a Government Liaison at the State EOC with the Red Cross.

  14. FCFH-Iowa, Inc. – Cedar Rapids • Serves 39 counties in eastern Iowa. • Has letters of agreement with seven counties to provide assistance to the County Emergency Operations Center during a disaster. • Benton, Black Hawk, Buchanan, Cedar, Johnson, Jones and Linn • Has an agreement with Next Era Energy Duane Arnold Energy Center to be the point of contact for the public in the unlikely event that there is a disaster at DAEC. • Active in three COADs (LAP-AID; Johnson County COAD and Black Hawk County COAD).

  15. Omaha • Serves the entire State of Nebraska and 9 counties in Southwest Iowa and Quad Cities. • Has Memorandum of Understanding with Douglas County EMA in Nebraska and Clinton County EMA in Iowa. • 2008 took property damage reports for the Millard/Omaha Nebraska wind storms and tornado. • 2010 due to the floods assisted Norfolk, NE with coordinating volunteers and Long Term Recovery. • With DCEMA created a database to take real time damage reports. • 2011 answered flood related calls from 33 counties and prepared weekly reports for 7 EMA’s.

  16. Quad Cities • Manages 2-1-1 for Clinton, Scott and Muscatine Counties. Calls are answered by Omaha 2-1-1 Center. • Member of VOAD for the Quad Cities • Coordinated flood efforts for the 2001 and 2009 floods in the Quad Cities Area.

  17. Dubuque • Serves Dubuque, Delaware & Jackson Counties • Has an agreement with Dubuque County Emergency Management office to take calls on 2-1-1 in the event of a disaster • Project Concern (2-1-1 sponsor) co-chairs the local VOAD and coordinates this with United Way and AmeriCorps • In 2010 and 2011, 2-1-1 answered flood damage calls and Project Concern provided case management (for those receiving assistance from FEMA) through the Long Term Recovery Committee

  18. LaCrosse • Great Rivers 2-1-1, based in La Crosse, Wisconsin, serves five counties in northeast Iowa: Allamakee, Clayton, Fayette, Howard and Winneshiek. • GR2-1-1 has Memorandums of Understanding (MOUs) with Emergency Management offices in Clayton, Fayette, Howard, and Winneshiek Counties and is in the process of finalizing an MOU with Allamakee County. • In the MOUs it is stated that GR2-1-1 will assist County Emergency Management during disasters, i.e., assist in taking damage reports and volunteer names. • GR2-1-1 is a member of VOAD and recently participated in an oil spill response training for a hypothetical railcar derailment in the Mississippi River at a point where three states meet (Iowa, Minnesota, and Wisconsin).

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