2-1-1 in Minnesota/Western Wisconsin Received accreditation by AIRS in 2008 Staffed 24 hours/7 days...
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Transcript of 2-1-1 in Minnesota/Western Wisconsin Received accreditation by AIRS in 2008 Staffed 24 hours/7 days...
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
Facebook: Kristen Fogerty UnitedWay
