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211

211. A presentation by the. What is 211?. 211 is a national, toll-free, three-digit phone number like 911 but for information about health and human services. It enables people to find out about vital resources in their community quickly and easily. Current “N11” Numbers.

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211

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  1. 211 A presentation by the

  2. What is 211? 211 is a national, toll-free, three-digit phone number like 911 but for information about health and human services. It enables people to find out about vital resources in their community quickly and easily.

  3. Current “N11” Numbers 111—Not Applicable 211—Information and Referral 311—Local Government Services 411—Directory Assistance 611—Telephone Service and Repair 511—Transportation 711—Hearing Impaired 811—Telephone Business Office 911—Emergency Police/Fire/Medical

  4. Who do you call? Help, my house is on fire! My car was broken into! I need a day program for my aging parent My child has a drinking problem Police/Fire/ Medical Emergency 911 Police Non- emergency 311 211 Fire Department Police Or Sheriff Area Agency on Aging Teen Al Anon

  5. 211 Benefits Individuals • 211 is easy to remember and use. • 211 eliminates guessing and wrong numbers. • Studies show that people seeking services call 7 to 8 agencies before finding the right one. • Without 211, many people give up and never get the help they need.

  6. 211 Benefits Agencies • Currently, agencies answer many calls that belong elsewhere; 211 frees agencies to concentrate on their core competencies. • 211 is a collaborative effort that facilitates partnerships between agencies.

  7. 211 Benefits the System • The whole health and human services system functions more efficiently and effectively. • New 800 numbers aren’t necessary for emerging needs because 211 already exists. • 211 relieves 911 call volume, allowing for faster response to real emergencies and significant cost savings.

  8. 211 After 9/11 • In Connecticut, which had 211 before 9/11, 95% of all calls for mental health counseling, volunteering, and donations went to 211. • In New York, with no 211 service, 400 hotline numbers were activated, creating confusion and frustration.

  9. Without 211 I can’t pay my rent My child 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 don’t serve your county.

  10. With 211 I need to find childcare I want to volunteer I can’t pay my rent My child is on drugs I want to kill myself 211 211, 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 Suicide Prevention Hotline

  11. A Brief History of 211 • 1997: 211 starts in greater Atlanta. • 1998: 211 starts statewide in Connecticut. • July 2000: FCC approves 211 nationwide. • Feb. 2003: PUC approves 211 for California. • Feb. 2004: Crisis Center receives PUC approval to operate 211 in Contra Costa. • June 2005: 31 states and Washington D.C. have 211 (110 million Americans).

  12. 211 Serves 110 Million Americans in 31 States WA VT ME MT ND MN NH OR WI MA ID NY SD MI WY RI CT PA IA NE NJ NV MD OH IL DE IN UT CO WV CA VA DC KS MO KY TN NC OK AZ AR SC NM AL MS GA LA TX HI FL • operational • in negotiation phase • in collaboration phase • in initial phase AK January 9, 2003

  13. 211 Standards • Service is provided according to professional standards for information and referral. • 211 provider has a local presence and support from local stakeholders. • 211 provider operates 24-7 and offers multi-lingual access and TTD/TTY. • 211 provider can coordinate effectively with local and state disaster responders.

  14. 211 Operations Issues • Who calls? • What do callers need? • Who will answer the calls? • How many calls will there be? • How much will it cost? • How much will it save? • How will it be funded?

  15. Who Calls 211? • Laid-off workers struggling to feed their families. • The adult child of an elderly parent who’s trying to find programs to keep his or her parent at home. • Parents looking for counseling or substance abuse programs for their teenage children. • People who want to volunteer.

  16. What Do Callers Need? • Basic needs: food, shelter, utility assistance. • Health care: crisis intervention, medical care, counseling, drug and alcohol treatment. • Work support: job training, financial assistance, transportation, education. • Senior services: adult day care, home health, meals on wheels. • Family support: child care, after-school services, protective services.

  17. Who Will Answer 211? • The Contra Costa Crisis Center will be the 211 call center in Contra Contra Costa County in • collaboration with: • County and city governments. • Community-based organizations. • Local hospitals and libraries. • 911.

  18. Contra Costa CORD • CORD (County Online Resource Database) has • up-to-date information on 2,500 services. It: • Conforms with national database standards. • Is managed by the Crisis Center. • Is funded by the County and First 5. • Is free to everyone at www.cccord.org • Will be the backbone of 211 in Contra Costa.

  19. How Many Local Calls? • Depends on marketing. • First year: estimated 5% of the population (50,000 people in Contra Costa) will call. • Once established: 10% of the population (100,000 people) will call annually. • Average call: 6 to 8 minutes.

  20. What Is the Cost? • In Contra Costa County, $450,000 in new • funding is needed for: • Personnel (7 FTEs). • Phone (switching and call costs). • Equipment, marketing, occupancy, etc.

  21. What Will 211 Save? • A study by the University of Nebraska projects • savings of $4.5 to $10 million per year for a • population of 1 million people because: • 911 calls are reduced. • Overlapping I&R costs are reduced. • People make one call for multiple referrals. • Agencies don’t answer misdirected calls. • Community planning is improved.

  22. Who Funds 211? • In most areas, 50 percent or more of 211 funding • comes from government. Atlanta is an exception. • Atlanta: United Way. • Connecticut: State, United Way, other. • Texas: 50% government; 50% local. • Iowa: phone surcharge like 911. • Contra Costa: ?

  23. What the Community Gets • Consistent, high-quality service to all county residents. • Information and referral specialists who route the call to the right agency the first time. • Greater citizen satisfaction with government.

  24. How You Can Help • Support 211 planning efforts. • Support consideration of 211 in the FY 2005-06 budget process. • Tell others about 211.

  25. For More Information • National Association of Information and Referral Services: www.211.org • California Association of Information and Referral Services: www.cairs.org • Contra Costa Crisis Center: • www.crisis-center.org

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