“Dial 2-1-1 for Information & Referral” Updated October 2007.

““Dial 2-1-1 for Information Dial 2-1-1 for Information & Referral”& Referral”

Updated October 2007

PresenterPresenter

Barbara Bernstein

Executive Director

Eden I&R, Inc.

570 B Street

Hayward, CA 94541

510-537-2710

What is 2-1-1?What is 2-1-1?

A free, accessible, 3 digit telephone number that enables

everyone to access the vital community services that they

need

What is 2-1-1?What is 2-1-1?

2-1-1 is to Critical Social 2-1-1 is to Critical Social ServicesServices

what what

9-1-1 is to Emergency 9-1-1 is to Emergency ServicesServices

2-1-1

My car was broken into!

Teen Al AnonArea Agency

on AgingPolice

Or SheriffFire

Department

Who do you call?Who do you call?

Police/Fire/ Medical

Emergency9-1-1

Police Non-

Emergency 3-1-1

My child has

a drinking problem

I need a

day program for my

aging parent

Help, my house

is on fire!

Who Provides 2-1-1 Who Provides 2-1-1 Services?Services?

2-1-1 service providers are local comprehensive Information and Referral Services that serve the entire population and operate according to national professional standards.

In Alameda County, Eden I&R, Inc. has been designated by the CPUC to be the county’s 2-1-1 provider.

What is Information & What is Information & Referral?Referral?

People call an I&R agency for help accessing all kinds of health and human services including family support, disability services, legal referrals, consumer assistance, and counseling.

The majority of calls to a comprehensive I&R are for basic life needs: food, shelter, and financial assistance.

Information & Referral, Information & Referral, continuedcontinued

I&R calls most often require an in-depth human services assessment and referral plan linking people to one or multiple service providers.

Trained Information and Referral Specialists utilize specialized human service skills to assist callers in an average of 3-6 minutes.

I can’t pay my rent

My child is on drugs

I want tokill myself

I need to find childcare

I want to volunteer

Why did you call

us? I’m not sure who you can

call.

We can’t help with

that

I don’t know, please hold.

I’ll try to transfer you to an agency who can help

We only do senior daycare

We don’tserve your

county.

Please callback whenwe’re open

Currently, callers get lost in the mazeCurrently, callers get lost in the maze

2-1-12-1-1

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

Suicide Prevention

Hotline

Child CareResource

And Referral

RentalAssistance

Program

VolunteerCenter

DrugRehabilitation

Center

After Implementation of 2-1-1After Implementation of 2-1-1

2-1-1, how mayI help you?

Yes, I can connect you

with someone who can help…

2-1-1 Saves Money2-1-1 Saves Money Cost/benefit analyses done in Texas and Nebraska show that 2-1-1 saves money.

$1.25 Million saved in reduced nursing care placements.

$3.60 Million saved in reduced redundant I&R calls.$220,000 saved in reduced non-emergency 9-1-1 calls. According to the California Department of Justice, 45% of 9-1-1 calls are for non-emergencies.

Projections conclude a $1.1 billion net value savings nationwide over the next 10 years.

2-1-1 Saves Resources in the Health 2-1-1 Saves Resources in the Health and Human Services Systemand Human Services System

2-1-1 supports Public Education & Information Campaigns – No need to create a new 1-800 number, 2-1-1 is ready to help.

In Toronto during the SARS scare an 800 number was created yet most callers chose to call 2-1-1.

Benefits for Users

One call gives access to resources across the community.

2-1-1 is there 24 hours/7 days a week in multiple languages.

2-1-1 is free and confidential.

2-1-1 is fast and easy; no more wrong numbers.

It’s Simple - It’s 2-1-1!

BenefitsBenefitsfor Service Providersfor Service Providers

Agencies currently receive many calls that belong elsewhere. 2-1-1 frees agencies to concentrate on their core competencies.

2-1-1 is the fastest, easiest referral for a busy staff member to make.

2-1-1 refers callers to appropriate local service providers including specialized I&R’s like Senior I&A’s and Childcare R&R’s.

Benefits for Businesses & Benefits for Businesses & CommunitiesCommunities

Complements corporate Employee Assistance Programs. Increases employee productivity. Reduces on the job injuries. Reduces employee absences. Reduces crime in the workplace and throughout the community at large.

2-1-1’s Role after 2-1-1’s Role after A DisasterA Disaster

2-1-1 is an easy way for people to get essential information following a natural disaster or terrorist attack.

In Florida after Hurricane Charley 2-1-1 averaged 200 calls/hour; 5,000 calls/day.

In Monroe LA after Hurricane Katrina 211 received 4,000 to 6,000 calls daily.

September 11th AftermathSeptember 11th Aftermath

In Connecticut, where 2-1-1 has been operational since 1998:

95% of calls for non-emergency information such as mental health counseling, volunteering, and donations went to 2-1-1 rather than an 800 number established for the same purpose.

September 11th AftermathSeptember 11th Aftermath

In New York, where 2-1-1 service has not been implemented:

Over 400 emergency hot line numbers were activated leading to confusion and frustration.

After several months, when those hot lines closed, callers were left without a number to call for assistance.

2-1-1 Initiative2-1-1 Initiative

The Alliance of Information & Referral Systems and United Way of America formed the original National 2-1-1 Coalition that secured FCC designation of 2-1-1 for I&R in July, 2000.

National 2-1-1Coalition National 2-1-1Coalition MembersMembers

Administration on Aging Alliance of Information & Referral Systems American Library Association American Association of Suicidology American Red Cross Contact USA National Association of Childcare Resource

&Referral Agencies

National Coalition, continuedNational Coalition, continued National Association of Community Action

Agencies National Association of Area Agencies on Aging National Association of State Units on Aging National Information Center for Children &

Youth with Disabilities National Mental Health Association Points of Light Foundation United Way of America

Current 2-1-1 SitesCurrent 2-1-1 Sites The first 2-1-1 service was begun in

1997 in Atlanta, Georgia. INFOLINE of Connecticut followed in

1998. There are currently over 206

operational 2-1-1 Centers in 41 states (plus Washinton DC & Puerto Rico)

serving over 198 million people.

2-1-1 serves more than 198 million Americans (over 65% of the U.S. Population)206 active 2-1-1 systems in 41 states (as of October 2007)

Map October 2006

Status of 2-1-1 in CaliforniaStatus of 2-1-1 in California CAIRS and the Statewide 2-1-1 Steering

Committee submitted a 2-1-1 Petition to the California Public Utilities Commission (CPUC) in August, 2001.

The CPUC issued a Rule governing implementation of 2-1-1 on February 13th, 2003.

Eleven California counties have launched 2-1-1 services.

On 7/1/07 Eden I&R launched Alameda County’s 2-1-1 service.

CPUC Standards for 2-1-1CPUC Standards for 2-1-1

There will be one 2-1-1 “system” per county that will...• provide service in accordance with the professional standards

of information & referral;• have a local presence and a local commitment;• demonstrate significant support of local stakeholders;• offer comprehensive 24-hour, multilingual services;• provide effective access to people with disabilities;• have the capacity and willingness to coordinate with local and

state emergency/disaster service systems;• use common resource information standards;• collect and share common service need/usage and client

demographic data.

Eden I&R’s 2-1-1 RoleEden I&R’s 2-1-1 RoleEden I&R was designated by the CPUC

as the first Northern California 2-1-1 provider on December 4, 2003.

As a Board member of CAIRS, Eden I&R has assisted in the launch of 2-1-1 services throughout California.

Alameda County 2-1-1 was in “test mode” from 11/06 thru 6/07; with an official launch date of 7/1/07.

Eden I&R’s 2-1-1 RoleEden I&R’s 2-1-1 RoleContinued Continued

Eden I&R has more than 31 years of experience serving persons with disabilities and other vulnerable populations.

Eden I&R participates in disaster preparedness through CARD (Collaborating Agencies Responding to Disaster) and the Emergency Manager’s Association.

Eden I&R’s 2-1-1 RoleEden I&R’s 2-1-1 RoleContinuedContinued

Multicultural, multilingual staff assess callers needs and give referrals from an information base of over 1350 human service programs

As a past provider of 9-1-1 statewide translation services, Eden I&R has experience in operating a critical service 24 hours a day, seven days a week, serving over 330,000 callers annually.

Funding 2-1-1Funding 2-1-1

On a federal level, bipartisan Senate and House legislators co-sponsored the “Calling for 2-1-1 Act”(S211; HR896) to authorize $150 Million for nationwide 2-1-1 implementation.

CAIRS is actively building support at the state legislative level for sustainable funding (projected to occur in 2-3 years).

2-1-1 Funding in California2-1-1 Funding in California

The following have funded initial statewide planning activities including technical and legal consulting for the CPUC filing:

The California Endowment The Community Technology Foundation

of California (Bay Area) The Julius Sumner Miller Foundation The Weingart Foundation

Funding 2-1-1Funding 2-1-1

2-1-1 is not currently supported by a phone surcharge like 9-1-1 and the California Relay Service (7-1-1).

A direct telephone surcharge may be possible in the future when 2-1-1 has demonstrated its value across the State.

A check-off donation on State Income Tax Forms is being considered.

2-1-1 Funding on the 2-1-1 Funding on the Local LevelLocal Level

I&R’s have traditionally been funded by multiple funders.

Counties throughout California have developed funding partnerships with stakeholders including local government, the business community, and charitable foundations.

The funding picture for each county is unique.

Eden I&R’s 2-1-1 Eden I&R’s 2-1-1 Advisory BoardAdvisory Board

Chambers of CommerceChambers of Commerce Community Based OrganizationsCommunity Based Organizations CorporationsCorporations Criminal Justice SystemCriminal Justice System Disaster Relief OrganizationsDisaster Relief Organizations Educational SystemEducational System Elected OfficialsElected Officials Private and Public FoundationsPrivate and Public Foundations

Local 2-1-1 Funding SourcesLocal 2-1-1 Funding SourcesEden I&R has obtained planning and start-up

funding from: United Way of the Bay Area, Walter and Elise Haas

Fund, SF Foundation, First 5/Every Child Counts, Community Technology Foundation

Pacific Gas and Electric Co., Kaiser Permanente, Eden Township Healthcare District, KB Home, and Safeway

In-Kind: AT&T Yellow Pages, East Bay Business Times

Alameda County Alameda County 2-1-1 Funding2-1-1 Funding

Alameda County’s Fair & Equitable

2-1-1 Funding Partnership Plan includes:

$500,000 County Departments $500,000 14 Cities (by % of population) $300,000 Foundations/Corporations

2-1-1 Alameda County2-1-1 Alameda County

Based upon nationwide 2-1-1 data, Alameda County’s 2-1-1 service will:

Handle over 140,000 calls annually (1 in 10 residents are calling local 2-1-1 providers)

Provide 9-1-1 Dispatchers with reduced non-emergency calls, and the ability to transfer inappropriate 9-1-1 calls more quickly and efficiently.

2-1-1 2-1-1

Helps everyone in the community, while targeting the most at-risk populations including: older adults, people with disabilities, caregivers, non-English speakers, families and low-income people.

Information Resources Information Resources

Barbara Bernstein, Eden I&R, Inc., Executive DirectorTelephone: (510) 537-2710E-mail: [email protected]: www.edenir.org

Statewide 2-1-1: www.cairs.org National 2-1-1: www.211.org