Where We Are:The 411 on 2-1-1

United Way Association of South Carolina

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What is 2-1-1?

2-1-1 is an easy-to-remember telephone number that connects people with important community services and volunteer opportunities.

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Why 211?

Finding help is incredibly difficult especially when seeking basic services such as emergency food, shelter, prescription assistance, etc. In addition to lacking a clear “front door” to services, it is also challenging to navigate the maze of social services.

The human services system is not only inefficient and costly, but is confusing and time consuming for consumers seeking to give or get help. It doesn’t have to be this way.

A 2004 University of Texas at Austin cost-benefit analysis of 2-1-1 estimates a net value to the USA approaching $130 million in the first year alone, and a conservative estimate of $1.1 billion over ten years.

211 simplifies this system by providing information after simply dialing three numbers—211.

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Why 211?

• One call gives you access to resources across your community. 2-1-1 is efficient, fast and easy to use by telephone or internet

• No more wrong numbers; no more wasted time trying to find the right resources.

• 2-1-1 is a confidential call; most often the name of the caller is not even taken.

• 2-1-1 maintains the integrity of the 9-1-1 system; saving that vital community resource for life and death emergencies.

• 24-hour/7 day a week availability; 2-1-1 is always there for you.

• 2-1-1 is an easy way to find or give help in your community..

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Why 211?

• 2-1-1 strengthens your community by uniting the people in your area who want to help with those who need help.

• 2-1-1 is a useful planning tool. Based on aggregate data about the types of calls that the 2-1-1 Center receives, communities are in a better position to anticipate demand for services and mobilize resources to meet changing needs.

• 2-1-1 touches the lives of every person in the community, and whether you are in a situation where you need help or find yourself later in a situation to give help, 2-1-1 is always there for you..

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What Types of Resources Does 2-1-1 Track?

Basic Human Needs: food banks, clothing closets, shelters, rent assistance, utility assistance.Physical and Mental Health: health insurance programs, Medicaid and Medicare, maternal health, Children’s Health Insurance Program, medical information lines, crisis intervention services, support groups, counseling, drug and alcohol intervention and rehabilitation.Employment Supports: financial assistance, job training, transportation assistance, education programs.

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What Types of Resources Does 2-1-1 Track?

Support for Older Americans and Persons with Disabilities: adult day care, congregate meals, Meals on Wheels, respite care, home health care, transportation, homemaker services.

Support for Children, Youth and Families: childcare, after school programs, Head Start, family resource centers, summer camps and recreation programs, mentoring, tutoring, protective services.

Volunteer Opportunities and Donations.

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What Does 2-1-1 Do During a Crisis?

• 2-1-1 is a critical information system, which is necessary prior to, during and after a community crisis such as a terror attack, public health emergency, flood, fire, or other local or national tragedy.

• 2-1-1 responds immediately during times of crisis, to field calls regarding the crisis and to direct callers to services most appropriate for their needs.

• Once 2-1-1 is implemented, it maintains a permanent presence in the community. As a result, people can find the help they need whether their needs arise a week or several years after the crisis event.

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What Does 2-1-1 Do During a Crisis?

Following Hurricanes Katrina and Rita, FEMA issued a follow-up study making a strong recommendation that states should move forward on statewide 2-1-1 implementation.

Following recent tornadoes in Kansas, unusually severe snow storms in the Midwest and Northeast, heat waves in the Great Plains, wild fires in the West and South, and a chemical spill in Graniteville, South Carolina, the 2-1-1 system provided residents invaluable information and connections to important resources.

SC 2-1-1 successfully demonstrated a disaster response scenario this summer for DHEC, Emergency Management Division and Budget and Control Board.

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South Carolina’s 2-1-1 Network

The South Carolina Budget and Control Board is governing authority over the South Carolina 211 Network. • Each county may have a 2-1-1

Center.• Must be accredited by the Alliance of

Information and Referral Services (Three year phase-in. Currently Midlands is accredited, the other Centers have begun the process, which may take 18 months.)

• Centers must share referral information through a common database.

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South Carolina’s 2-1-1 Network

• Each Center must have an automated call distribution system to track, call volume, number of abandoned calls, average speed of answering, average call length and other appropriate call center statistics.

• Each Center must submit annual report on its call volume, number of abandoned calls, average speed of answering, average call length, information on inquirer needs, unmet needs, and barriers to services.

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South Carolina’s 2-1-1 Network

Three Call Centers- serving over 20% of South Carolina’s population making referrals to 75,000 callers annually. Current budget: $1,000,000

•2-1-1 Aiken Help Line- Serves Aiken and Pickens Counties (United Way Partner Agency)

•United Way 2-1-1 Midlands- Serves Lexington, Richland and Newberry Counties (will serve York 09/01/07)

•Trident United Way 2-1-1- Serves, Charleston, Berkeley, and Dorchester Counties

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Bringing 2-1-1 Home

Several Models are Possible

•County Call Center

•Stand alone (Aiken) or United Way (Midlands, Trident)

•Local calls routed to one of the current 2-1-1 Centers (Pickens, YorK)

•Community-based hybrid

•Calls answered in local agency (United Way, community partner or state/local government) and evening/weekend calls routed to one of the 2-1-1 Centers

•One we haven’t thought of….

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2-1-1 Costs For Local Communities

Costs are variable depending on the model•Single County Call Center

•highest cost•Local calls routed to one of the current 2-1-1 Centers

•lower per call costs•needs local resource coordinator (UW or agency)

•Community-based hybrid under authority of a current certified center

•uses existing infrastructure (requires CIRS certification of I&R specialist)•builds on existing community knowledge•lowest start-up and maintenance costs•night and weekend calls go to supervising center

2-1-1 Matters. For all of South Carolina.