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2-1-1 Tulsa Helpline A Better Way to Access Health and Human Services

2-1-1 Tulsa Helpline A Better Way to Access Health and Human Services. March 2007. What is 2-1-1?. The number to call when you don’t know who to call Like 9-1-1 for emergencies, a faster access for social services 24/7 personal assistance and follow up by certified I&R specialists

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2-1-1 Tulsa Helpline A Better Way to Access Health and Human Services

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  1. 2-1-1 Tulsa HelplineA Better Way to Access Health and Human Services March 2007 A Program of The Community Service Council of Greater Tulsa

  2. What is 2-1-1? The number to call when you don’t know who to call Like 9-1-1 for emergencies, a faster access for social services 24/7 personal assistance and follow up by certified I&R specialists Up-to-date resource information on services Bilingual and tele-interpreter access to help Public information point in disasters and crises A Program of The Community Service Council of Greater Tulsa

  3. 2-1-1 Tulsa 2006 Highlights • Celebrated one year anniversary July 11th, 2006 • 72,071 caller contacts (52% increase) • 24/7 service to Tulsa, Creek, Okmulgee, Rogers, Wagoner, and portions of Osage Counties • 2-1-1 connectivity for cell phone users • Upgraded technology with VoIP remote call taking and enhanced call management • Expanded role in disaster response and recovery in community A Program of The Community Service Council of Greater Tulsa

  4. 2-1-1 Call Volume Grows2005 - 2006 A Program of The Community Service Council of Greater Tulsa 2-1-1 Tulsa Helpline Call Activity Report September 2005 2-1-1 Tulsa Helpline Call Activity Report September 2005 2-1-1 Tulsa Helpline Call Activity Report September 2005 Since the launch of 2-1-1 Tulsa in July 2005, the call volume continues to show a marked increase over previous Helpline call activity. August 2005 showed a 141% increase or 3,787 more calls than in August of 2004 and September 2005 showed a 145% increase or 3,536 more calls than corresponding month in 2004. 90% of the calls are received between the hours of 8 am to 8 pm. Since the launch of 2-1-1 Tulsa in July 2005, the call volume continues to show a marked increase over previous Helpline call activity. August 2005 showed a 141% increase or 3,787 more calls than in August of 2004 and September 2005 showed a 145% increase or 3,536 more calls than corresponding month in 2004. 90% of the calls are received between the hours of 8 am to 8 pm. Since the launch of 2-1-1 Tulsa in July 2005, the call volume continues to show a marked increase over previous Helpline call activity. August 2005 showed a 141% increase or 3,787 more calls than in August of 2004 and September 2005 showed a 145% increase or 3,536 more calls than corresponding month in 2004. 90% of the calls are received between the hours of 8 am to 8 pm. Caller Need Categories Chart Caller Need Categories Chart Caller Need Categories Chart A quarterly newsletter published by 2‑1‑1 Tulsa Helplines, a program of the Community Service Council of Greater Tulsa Fall 2005 4 4 A quarterly newsletter published by 2‑1‑1 Tulsa Helplines, a program of the Community Service Council of Greater Tulsa Fall 2005 4 4 A quarterly newsletter published by 2‑1‑1 Tulsa Helplines, a program of the Community Service Council of Greater Tulsa Fall 2005 4 4

  5. 2-1-1 Helps Keep Us Safe • Vital link in emergency preparedness and response planning • Public health alerts and information • Hurricanes Katrina and Rita evacuees in Oklahoma • May, 2006 micro-burst storm • 2006 summer heat wave • 2007 ice storms A Program of The Community Service Council of Greater Tulsa

  6. “Thank you to 2-1-1 for the legal referrals. The legal advice I received helped solve my problem.” Susan A. “My father was suicidal when he called 2-1-1 and a “real sweetheart” talked to him and got him connected to help. She also called back to check on him. He is doing fine now. 2-1-1 saved his life.” Kurt S. “Thank you SO much from the bottom of my heart for helping me get an air-conditioner.” Betty V. 2-1-1 Makes a Big Difference A Program of The Community Service Council of Greater Tulsa

  7. 2-1-1 Addresses Critical Needs* Callers often have multiple needs A Program of The Community Service Council of Greater Tulsa

  8. Financial Assistance Boston Ave. Helping Hands 8,704 Salvation Army 8,432 Neighbor for Neighbor 3,528 John 3:16 Family Center 2,550 Health Care OU Tulsa Bedlam Clinic 1,953 Good Samaritan Clinic 1,841 Tulsa County Social Svs 1,167 Morton Clinic 1,114 Mental Health Family & Children Svs. 1,837 (COPES -690) OKDMHSAS 680 Associated Centers for Therapy 420 Mental Health Assoc. 417 Food John 3:16 Family Center 4,760 Baptist Ministry Center 1,895 Catholic Charities 1,874 Emergency Infant Svs. 1,082 2-1-1 Links People toCritical Help* *A caller may have multiple referrals A Program of The Community Service Council of Greater Tulsa

  9. 2-1-1 Supports Systems Development…Prenatal Care A Program of The Community Service Council of Greater Tulsa

  10. Babyline, Planline and Kidsline Track Trends • Babyline schedules prenatal appointments for 44% of resident births in Tulsa County • 99% are uninsured and/or on Medicaid • 79% of pregnancies are unplanned • 30% of callers are Spanish speaking • Kidsline scheduled 235 appointments for children in 2006, 54% were Hispanic • Prenatal care and family planning services for uninsured are scarce • Babyline data supports community planning for prenatal services A Program of The Community Service Council of Greater Tulsa

  11. 2-1-1 EnhancesOther Agencies’ Services • Agencies redirect callers seeking services not provided by the agency to 2-1-1 • Agencies’ staff call 2-1-1 or access 2-1-1 web site for additional health and human service options for clients • 2-1-1 staff provides training on I&R skills and social service system • 2-1-1 has relationships with 911s, crisis service providers, and agencies serving special needs • 2-1-1 has co-marketing partnerships—e.g., PSAs on breast cancer awareness, mentoring, women’s health A Program of The Community Service Council of Greater Tulsa

  12. “The Salvation Army appreciates the way clients seeking utility assistance, emergency shelter and daily meals are prepared by 2-1-1 to know service hours, eligibility requirements and what supporting documents to bring. 2-1-1 creates efficiency in the helping process for the client and the agency.” Tracey Booth, Executive Director Salvation Army Center of Hope Human Service OrganizationsValue 2-1-1 A Program of The Community Service Council of Greater Tulsa

  13. 2-1-1 Brings State of the Art Technology to Social Services A Program of The Community Service Council of Greater Tulsa

  14. 2-1-1 Call Center’s Technology • Telephone Technology Upgrade • VoIP remote call talking capacity • On-site and remote call monitoring of calls • Health and Human Service Database • 2,600+ programs coded by geographic and AIRS taxonomy keywords • Technology enables service continuity • Remote access to database and phones • Plans to develop back-up site at THD with generator power A Program of The Community Service Council of Greater Tulsa

  15. “2-1-1 Tulsa Helpline is performing at the top level and highly respected among members of the Oklahoma 2-1-1 Advisory Collaborative. The program's willingness to expand into six more counties during 2007 will enable 2-1-1 to serve more Oklahomans in the most efficient manner." Steve Willoughby, Chairman Oklahoma 2-1-1 Advisory Collaborative 2-1-1 Impacts the Whole State A Program of The Community Service Council of Greater Tulsa

  16. 2-1-1 in Oklahoma A Program of The Community Service Council of Greater Tulsa

  17. Senator Brian Crain makes the first honorary cell phone call to 2-1-1 at press conference July 11, 2006 A Program of The Community Service Council of Greater Tulsa

  18. Funders Support the Growth of 2-1-1 • Tulsa Area United Way • Chapman Trust • Oklahoma Department of Human Services • Foundations A Program of The Community Service Council of Greater Tulsa

  19. 2-1-1 Looks Toward the Future: 2007-2008 • Meeting funding needs • Expanding 2-1-1 to Adair, Cherokee, Okfuskee, Muskogee, McIntosh, Sequoyah - April 1, 2007 • Developing service relationships and targeted marketing in rural counties • Enhancing emergency response capacity • Partnering with public agencies • Achieving AIRS Accreditation for 2-1-1 Tulsa • Responding to calls, expected to exceed 80,000 A Program of The Community Service Council of Greater Tulsa

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