2-1-1 in Minnesota/Western Wisconsin

Received accreditation by AIRS in 2008 Staffed 24 hours/7 days a week Serves all 87 counties in Minnesota;

Douglas, Pierce, Polk and Saint Croix counties in Wisconsin

Service available in multiple languages Took over 263,000 calls and made over

442,000 referrals in 2011

2-1-1 Database

Over 9,000 agencies listed as of 2011 Over 24,000 services listed as of 2011 Statewide System: All 2-1-1 call centers in

the state use the same database (CTK software) and have access to all of the agencies and services in it

Searchable by name, type of service, area served and/or physical location

Website Goals

Provide another mode of access to 2-1-1 resources

Adhere to the preference of younger generations

Provide self-service functions for community partners and professionals

Shift call volumes to other modes of access

Website Strategies

Clean and simple with emphasis on 2-1-1 resources

Develop the site as a services platform Strongly focus on ways different

constituencies will use the site

Key User-Professional

Works for community agency, organization or government entity

Seeks information to assist or on behalf of another individual or client

Performs repeated searches Has great trust for 2-1-1 as a community

resource Self service functions a plus

Key User-Community Member

Seeks resources on a range of topics Seeks ease of use and access Often low income Includes many different groups and

constituencies Next generation to use 2-1-1 (5.5% of our

callers in 2011 were under age 18)

Website Launch

http://www.211unitedway.org Soft launch (Phase 1) occurred on

December 20, 2011 Public launch (Phase 2) occurred on April

23, 2012 Future phases launching later this year

Phase 1 Core Feature-Database Search

Site organization aligned with taxonomy Information pulled from 2-1-1 database of

resources (CTK software) Updated overnight Four ways to search for information Sort results by distance, name, city, county

or zip code

Phase 2 Core Feature-Professional Login

Registration, login and profile creation for professional users

Agency staff can request updates to be made to their agency’s information in the database

Save favorite searches View recent searches in historical format

Phase 2 Core Feature-Administrator Login

Request database to be updated on an emergency basis (for disasters, etc.)

Total number of searches performed on the site

Popular searches performed in the last 30 days including keyword, city, county and state

Phase 2 Core Feature-Administrator Login

Add and edit website pages, news posts (filtered by region of the state) and emergency bulletins

Hide agencies and services View and delete professional users’

accounts if needed due to inactivity

Phase 2-Statewide System Information

Interactive map of Minnesota and western Wisconsin

Each county on the map links to local 2-1-1 call center websites that serve that area. NOTE: These websites are different from the website being demonstrated today and do not include the same features.

Other Features

FAQ’s including link to application for new agencies to join the database

Search tips Service Bulletins: Community events

Google Analytics Reporting

Number of new and returning site visitors, page views, pages/visit, average time on site, location accessed website from, traffic sources, agencies viewed, keywords used, etc.

Received over 5,600 visits during Phase 1 64.5% were new visitors and 35.5% were

returning visitors during Phase 1

Phase 3

Additional statistical reporting features for administrators

Help videos for public users and professional users

Website user survey of site content User ability to send search results by e-mail

to another person

Phase 3

Enhanced printing features Mapquest driving directions linked to

agencies Link to website for ordering 2-1-1

marketing materials for professionals

Phase 4

Instant message chat Text messaging Discussion board Social media Mobile app for database search

Contact me at:

Kristen FogertyCeridian

United Way 2-1-13311 East Old Shakopee Road

HQ2EMinneapolis, MN 55425

651-994-2719kristen.fogerty@ceridian.com

Facebook: Kristen Fogerty UnitedWay