gj,mjk fh,iff lmf,kjg imk,flk · 2020. 12. 2. · imk,flk calls received since activation Source:...
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Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 1 | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020 3/15 3/19 3/23 3/27 3/31 4/4 4/8 4/12 4/16 4/20 4/24 4/28 5/2 5/6 5/10 5/14 5/18 5/22 5/26 5/30 6/3 6/7 6/11 6/15 6/19 6/23 6/27 7/1 7/5 7/9 7/13 7/17 7/21 7/25 7/29 8/2 8/6 8/10 8/14 8/18 8/22 8/26 8/30 9/3 9/7 9/11 9/15 9/19 9/23 9/27 10/1 10/5 10/9 10/13 10/17 10/21 10/25 10/29 11/2 11/6 11/10 11/14 11/18 11/22 11/26 11/30 1,362 3,246 3,591 3,220 3,493 4,472 6,533 6,295 6,110 6,108 2,867 5,729 3,067 5,589 5,547 5,533 3,241 5,502 5,465 3,521 3,543 3,547 3,688 3,744 3,886 3,945 4,764 4,017 4,740 4,693 4,125 4,183 1,086 4,245 4,455 4,366 4,389 Average Weekday Calls Received November 2019: 1,443 Average Weekend Calls Received November 2019: 224 Total Call Impact and Calls Received Call Impact includes callers who receive information through automated call messaging and those who are routed to an agent Calls Received includes only callers who choose to be routed to an agent Highlights / Trends Call Impact | Trends on call impact and calls received Between Friday, November 27 and Thursday, December 3, 25,856 calls came to 2-1-1 San Diego fromcallers seeking assistance with community resources and COVID-19 information, which is 9%more than the previous week. After listening to automated call messaging, 13,411 callers requested to be routed to an agent, which is 11%more than than the previous week. The past week's increase in call volume can be primarily attributed to clients calling for COVID-19 testing information and assistance, as well as an SDG&E Public Safety Power Shutoff(PSPS) event from12/1 - 12/3. Needs | Trends on client needs met by providing referrals to community services • Housing (21%), utilities (14%), income support/employment (13%) and health care (13%) are the most common needs this month; all other need categories account for 39%of total needs. • Coordinated entry access sites, rent payment assistance, and low-cost home rental listings are the top needs in housing; gas and electric service payment assistance are the top needs in utilities; CalFresh application assistance and EBT card services are the top needs in income support; and COVID-19 testing assistance is the top need in health care. • Healthcare needs, specifically clients calling for assistance with COVID-19 testing has been steadily increasing since the end of October, with a sharp increase in the past three weeks. • Rent payment assistance was again the top housing need last week as newfunding was announced for the County of San Diego's COVID-19 Emergency Rental Assistance Program(ERAP) beginning on 12/1. • Food assistance represents 1 in 10 needs this month with emergency food assistance and grocery delivery as the top needs. Call Impact Calls Received Average daily calls received in November 2019 was 1,443 calls per day on weekdays and 224 calls per day on weekends. 2-1-1 SANDIEGOOVERALL CALL IMPACT Call Volume and Trends SINCE ACTIVATION March 13 - December 3, 2020 CALL DEMAND 25,856 total call impact last week 13,411 calls received last week 781,652 total call impact since activation 486,176 calls received since activation
Transcript of gj,mjk fh,iff lmf,kjg imk,flk · 2020. 12. 2. · imk,flk calls received since activation Source:...
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Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 1 | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020
3/153/193/233/273/31 4/44/8
4/124/164/204/244/28 5/25/6
5/105/145/185/225/265/30 6/36/7
6/116/156/196/236/27 7/17/57/9
7/137/177/217/257/29 8/28/6
8/108/148/188/228/268/30 9/39/7
9/119/159/199/239/2710/1
10/5
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10/13
10/17
10/21
10/25
10/29
11/2
11/6
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11/14
11/18
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11/26
11/30
1,362
3,2463,591
3,2203,493
4,472
6,533 6,295 6,1106,108
2,867
5,729
3,067
5,589 5,5475,533
3,241
5,502 5,465
3,521 3,543 3,5473,688 3,7443,8863,945
4,7644,017
4,7404,6934,125 4,183
1,086
4,2454,455 4,366 4,389
Average Weekday Calls Received November 2019: 1,443
Average Weekend Calls Received November 2019: 224
Total Call Impact and Calls ReceivedCall Impact includes callers who receive information through automated call messaging and those who are routed to an agentCalls Received includes only callers who choose to be routed to an agent
Highlights / Trends
Call Impact | Trends on call impact and calls receivedBetween Friday, November 27 and Thursday, December 3, 25,856 calls came to 2-1-1 San Diego from callers seeking assistance with community resources and COVID-19 information, whichis 9% more than the previous week. After listening to automated call messaging, 13,411 callers requested to be routed to an agent, which is 11% more than than the previous week. Thepast week's increase in call volume can be primarily attributed to clients calling for COVID-19 testing information and assistance, as well as an SDG&E Public Safety Power Shutoff (PSPS)event from 12/1 - 12/3.
Needs | Trends on client needs met by providing referrals to community services• Housing (21%), utilities (14%), income support/employment (13%) and health care (13%) are the most common needs this month; all other need categories account for 39% of total needs.• Coordinated entry access sites, rent payment assistance, and low-cost home rental listings are the top needs in housing; gas and electric service payment assistance are the top needs inutilities; CalFresh application assistance and EBT card services are the top needs in income support; and COVID-19 testing assistance is the top need in health care.• Healthcare needs, specifically clients calling for assistance with COVID-19 testing has been steadily increasing since the end of October, with a sharp increase in the past three weeks.• Rent payment assistance was again the top housing need last week as new funding was announced for the County of San Diego's COVID-19 Emergency Rental Assistance Program (ERAP)beginning on 12/1.• Food assistance represents 1 in 10 needs this month with emergency food assistance and grocery delivery as the top needs.
Call Impact Calls Received Average daily calls received in November 2019 was 1,443 calls per day on weekdays and 224 calls per day on weekends.
2-1-1 SAN DIEGO OVERALL CALL IMPACTCall Volume and Trends
SINCE ACTIVATIONMarch 13 - December 3, 2020
CALL DEMAND
25,856total call impact last week
13,411calls received last week
781,652total call impact since activation
486,176calls received since activation
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Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 1b | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020
11/27 Call Impact
Calls Received
11/28 Call Impact
Calls Received
11/29 Call Impact
Calls Received
11/30 Call Impact
Calls Received
12/1 Call Impact
Calls Received
12/2 Call Impact
Calls Received
12/3 Call Impact
Calls Received
2,336
940
1,481
520
1,140
437
5,065
2,627
5,236
3,117
5,051
2,733
5,547
3,037
Total Call Impact and Calls ReceivedCall Impact includes callers who receive information through automated call messaging and those who are routed to an agentCalls Received includes only callers who choose to be routed to an agent
2-1-1 SAN DIEGO OVERALL CALL IMPACTDaily Call Volume and Trends
November 27 - December 3, 2020
CALL DEMAND
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10/2
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12/1
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11%
8%
14%
10%
9%
10%
7%
10%
10%
8%
10%12%
9%9%
8%
12%
10%
10%
6%
9%
12%
11%
11%
8%8%
6%
13%
5%
8%
12%
11%
5%
14%
10%
7%
9%
6%
11%
9%
7%
9%
4%
12%
4%4%
8%
9%
11%
14%
13%
10%11%13%
11%
10%
9%
13%
10%
10%
7%
9%
8%8%
6%
Food Assistance Needs
10/2
10/4
10/6
10/8
10/10
10/12
10/14
10/16
10/18
10/20
10/22
10/24
10/26
10/28
10/30
11/1
11/3
11/5
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11/11
11/13
11/15
11/17
11/19
11/21
11/23
11/25
11/27
11/29
12/1
12/3
18%
14%19%
25%
20%24%26%
24%
25%
26%
24%
15%20%22%
19%22%
22%
20%23%
23%
17%
18%21%23%26%
24%
21%
27%
18%
17%21%22%
19%23%
28%
24%
23%
21%
18%
25%28%
25%
27%
27%
23%
19%
13%
12%
25%27%
26%30%
22%
29%35%
20%
14%
21%
21%
19%
25%
26%
24%26%
Housing Assistance Needs
10/2
10/4
10/6
10/8
10/10
10/12
10/14
10/16
10/18
10/20
10/22
10/24
10/26
10/28
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11/1
11/3
11/5
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11/11
11/13
11/15
11/17
11/19
11/21
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11/25
11/27
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12/1
12/3
11%
11%
10%11%
15%
11%12%14%
14%
13% 16%
12%
12%15%
12%
11%
15%
13%
11% 14%
11%14%14%
12%
12%
16%
10%
14% 15%
11%
11%
11%
10%12%
17%
14%17%
7%
9%
7%
4%
9%
6%
9%
5%6%
8%9%10%
6%6%
12%
12%
7%
8% 9%
13%
12%
8%
13%
11%14%
13%15%
Utility Assistance Needs
Ongoing Emergency Food Assistance
Grocery Ordering/Delivery
Home Delivered Meals
Markets/Restaurants Accepting EBT Cards
Occasional Emergency Food Assistance
59%
17%
6%
4%
3%
Top 5 Food Assistance Needs in Past Week
Rent Payment Assistance
Housing Related Coordinated Entry
Low Cost Home Rental Listings
Community Shelters
Transitional Housing/Shelter
28%
12%
8%
7%
7%
Top 5 Housing Assistance Needs in Past Week
Electric Service Payment Assistance
Gas Service Payment Assistance
Discounted Electric Service
Discounted Gas Service
Water Service Payment Assistance
39%
35%
6%
5%
3%
Top 5 Utility Assistance Needs in Past Week
2-1-1 SAN DIEGO NEED TRENDSClient Need Trends by Category
SINCE ACTIVATIONMarch 13 - December 3, 2020
Trending by Need CategoryPercents are out of total client needs that day
Previous Week's Top Needs within CategoryPercents are out of total needs in that category
Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 2 | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020
Note: Data prior to 10/1/2020 are excluded from trend graphs for visibility; top need graphs include the previous week's needs (past 7 days; changed from daily on 9/11).
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11/15
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11/21
11/23
11/25
11/27
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12/1
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10%
7%
10%13%
12%
11%
11%
11%
12%
12%
11%
9%
10%
9%
11%
11%13%
12%
13%
10%
8%
12%
12%14%
12%
11%13%
11%
10%
8%
12%13%
13%14%
10%
11%12%
5%5%
4%4%
8%
5%5%
7%8%
6%
7%7%8%8%
6%7%8%
7% 7%9%
12%14%
12%
11%
12%
10%
11%
Public Assistance Program Needs
Food Stamps/SNAP Applications
EBT Card Services
Medicaid Applications
TANF Applications
State Medicaid Managed CareEnrollment Programs
58%
20%
8%
2%
2%
Top 5 Public Assistance Needs in Past Week
10/2
10/4
10/6
10/8
10/10
10/12
10/14
10/16
10/18
10/20
10/22
10/24
10/26
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11/1
11/3
11/5
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11/11
11/13
11/15
11/17
11/19
11/21
11/23
11/25
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12/1
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10%
24%
13%
11%13%
10%
10%
9%
7%
9%
13%
19%
12%
11%
16%
10%
7%8%
12%
13%
22%
12%
11%13%
7%7%
12%
8%
17%
22%
12%
17%
14%
11%
8%10%
9%
17%
18%
16%
15%
6%5%
8%
6%
11%
24%
19%
11%
16%
8%
5%
9%9%
7%
23%
14%
11%14%
9%10%11%
10%
10%
Healthcare Needs
10/2
10/4
10/6
10/8
10/10
10/12
10/14
10/16
10/18
10/20
10/22
10/24
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10/30
11/1
11/3
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11/9
11/11
11/13
11/15
11/17
11/19
11/21
11/23
11/25
11/28
11/30
12/2
2%
2%
1%
1%
1%
2%
1%
1%
1%
1%
2%
1%
2%2%1%
2%
2%
0%
2%
0%
1%
2%
1%
2%
2%
2%
2%
1%
2%
1%
2%
1%
2%
1%2%
1%
2%
1%
1%1%
3%
2%
4%
3%
2%
2%2%
3%
2%
2%
2%
1%
3%
2%
1%
2%
2%2%
3%
1%1%1%
2%
Material Good Needs
Health Screening/Diagnostic Services
Health Supportive Services
Outpatient Health Facilities
Specialized Treatment and Prevention
Human Reproduction
69%
19%
4%
3%
3%
Top 5 Healthcare Needs in Past Week
Diapers
Emergency Generators
Portable Batteries
Personal/Grooming Supplies
General Clothing Provision
25%
14%
13%
10%
8%
Top 5 Material Good Needs in Past Week
2-1-1 SAN DIEGO NEED TRENDSClient Need Trends by Category
SINCE ACTIVATIONMarch 13 - December 3, 2020
Trending by Need CategoryPercents are out of total client needs that day
Previous Week's Top Needs within CategoryPercents are out of total needs in that category
Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 3 | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020
Note: Data prior to 10/1/2020 are excluded from trend graphs for visibility; top need graphs include the previous week's needs (past 7 days; changed from daily on 9/11).
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91901
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© 2020 Mapbox © OpenStreetMap
SAN DIEGO
CHULA VISTA
EL CAJON
ESCONDIDO
VISTA
NATIONAL CITY
SPRING VALLEY
OCEANSIDE
SAN MARCOS
LA MESA 2%
2%
3%
3%
3%
3%
5%
8%
10%
42%
Top 10 Cities
© Mapbox © OSM
HHSA Regions
Central
South
East
North Inland
North Central
North Coastal
26%
20%
19%
13%
12%
11%
HHSA Region
2-1-1 SAN DIEGO PREVALENCE OF NEEDClients helped by 2-1-1 San Diego, by zip code
March 13 - December 3, 2020
Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 4 | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020
Highest need areas (darkest blue) represent the top 10 zip codes with the highest prevalence of clients having identified needs. Medium need areas (medium to light blue) represent the top20 and 30 zip codes. Lower need areas (lightest blue) represent all other zip codes with at least 5 identified needs.
1 40
Needs: High to Low
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9190591906
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9191791934
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92243 92250
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© 2020 Mapbox © OpenStreetMap
Food Assistance Needs
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92108
92118
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92126
92127
9212992227
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92243 92250
92251
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© 2020 Mapbox © OpenStreetMap
Housing Assistance Needs
91901
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92108
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© 2020 Mapbox © OpenStreetMap
Utility Assistance Needs
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91962
91963
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92004
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92014
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92025
92026
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92028
92029
92036
92037
92040
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92058
92059
92061
92064
92065
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92071
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92083
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92101
92108
92118
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92126
92127
92129
92143
92227
92231
92233
92243 92250
92251
92257
© 2020 Mapbox © OpenStreetMap
Public Assistance Needs
2-1-1 SAN DIEGO PREVALENCE OF NEEDClients helped by 2-1-1 San Diego, by need category and zip code
March 13 - December 3, 2020
Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 5 | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020
Highest need areas (darkest color) represent the top 10 zip codes with the highest prevalence of clients having identified needs in each category. Medium need areas (medium to light color)represent the top 20 and 30 zip codes. Lower need areas (lightest color) represent all other zip codes with at least 5 identified needs.
1 40
Needs: High to Low
1 40
Needs: High to Low
1 40
Needs: High to Low
1 40
Needs: High to Low
© Mapbox © OSM
HHSA Regions
HHSA RegionCentral
East
North Central
North Coastal
North Inland
South
-
Under 20
20-29
30-39
40-49
50-59
60-69
70-79
80-89
90+
14%
21% 19% 21%
16%
1%
6%
2%0%
Age Group
Alaska Native/ Native Indian
Asian/ Pacific Islander/ Hawaiian
African American/ Black
Hispanic/Latino
White/ Caucasian
Bi-Racial/ Multi-Racial
Other
14%
46%
26%
1%
4%
3%
6%
Race/Ethnicity
Transgender/Other0%
Woman68%
Man32%
Gender Identity
Yes83%
No17%
Health InsuranceCovered CA
Employer Provided
Medi-Cal
Medi-Medi
Medicare
Military (TRICARE)Other
Parts of Medicare (A)
Private
VA Health 3%
4%
1%
4%
1%
8%
10%
61%
6%2%
Health Insurance Type
30% or Less
31%-50%
51%-80%
81% or More 0%
3%
13%
84%
Area Median Income (AMI)
Less than High School
High School or Equivalent
Some College No Degree
Associate Degree
Bachelor's Degree
Post-Bachelor's Degree
22%
36%
25%
6%
8%
3%
Education
1 2 3 4 5 6+
5%7%
11%14%
20%
43%
Household Size
None 1 2 3 4 5 6+
58%
17%14%
8%3% 1% 0%
Number of Children
Other Language5%
Spanish25%
English70%
Preferred Language
Yes54%
No46%
Health Concern
Not Military/Veteran93%
Military/Veteran7%
Military/Veteran Status
Notes: 1. All client data is self-reported; 2. Demographic data is out of total known responses; 3. All graphs are rounded to the nearest percentage point. Some graphs may appear to total 101% when theyactually total 100%, this is due to rounding.
Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 6 | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020
DEMOGRAPHICSClients calling 2-1-1 since COVID-19 activation
March 13 - December 3, 2020
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Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 7 | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020
IVR automated assistance for COVID-19 ("calls specifically regarding COVID-19") began on 3/13/2020. Transfers to the Public Health Nurse Line began on 3/17/2020 and ended on11/22/2020. "Clients directly assisted with COVID-19" was removed from this page on 8/2/2020 due to changes to internal procedures.
*Multiple selections possible; **On May 28, automated educational messaging on COVID-19 preparedness, symptoms, and transmission was removed from the menu options. On 6/12, new testing-relatedmenu options were added to automated assistance. ̂Direct Transfers to the Nurse Line = answered calls (does not include all queued calls); On 11/20, historic nurse line data was modified to include 75additional calls that were returned after reporting had been submitted. On 11/23, the Nurse Line was discontinued.
Preparedness**
Symptoms**
Transmission or Spread**
Healthcare Professionals**
Wait to Speak with Agent, Self-Serviceor Transfer to Nurse Linê
30%
66%
3%
2%
0%
IVR Automated Assistance Selection: 3/13 - 5/27*
3/13
3/223/31 4/9
4/18
4/27 5/6
5/155/24 6/2
6/116/206/29 7/8
7/177/26 8/4
8/13
8/228/31 9/9
9/18
9/2710/6
10/15
10/24
11/2
11/11
11/20
11/29
964
689
284279 277
276300270
304305267310
0
322249
245
19
546545
220
48
199
374
68
184184183
75 7579 8484
403
85 85162
412
159
9697
98102104150
427
143116
138
456
126128
Direct Transfers to Nurse Linê
2/28
3/13
3/27
4/10
4/24 5/8
5/22 6/5
6/19 7/3
7/17
7/31
8/14
8/28
9/11
9/25
10/9
10/23
11/6
11/20
12/4
550
2,678
2,245
822
856
862 782
780
872753 738
736
912715
690
671626
603 603
581508 504
465 462425
398
394392
1,605 1,590
342 307285
280
172249
231214
Calls Specifically Regarding COVID-19
Self-service with automated messaging or waitto speak with agent for other needs
Self-transfer to Public Health Nurse Line throughautomated messaging*
Route to a live 2-1-1 agent for scheduling or testresults assistance
Connect with healthcare provider for testingassistance
Connect with healthcare provider or State MediNurse line for medical advice
45%
31%
18%
4%
1%
IVR Automated Assistance Selection: 6/12 - present*
CALLS SPECIFICALLY FOR COVID-19 (CUMULATIVE)Caller Data
March 13 - December 3, 2020
CALL DETAILS
219,005calls specifically regarding COVID-19
71,864direct transfers to public health nurse line
-
Source: 2-1-1 San Diego/Community Information Exchange Information Systems | Page 8 | Data last refreshed: December 3, 2020 at 1159 PM | Report Published: December 4, 2020
CALLS SPECIFICALLY FOR COVID-19 (LAST WEEK)Caller Data
November 27 - December 3, 2020
CALL DETAILS
10,048calls specifically regarding COVID-19 last week
Self-service with automated messaging or waitto speak with agent for other needs
Route to a live 2-1-1 agent for scheduling or testresults assistance
Connect with healthcare provider or State MediNurse line for medical advice
Connect with healthcare provider for testingassistance
61%
22%
15%
2%
IVR Automated Assistance Selection Last Week*
*Multiple selections possible. ̂Direct Transfers to the Nurse Line = answered calls (does not include all queued calls). 11/22/2020 was the last day that calls were transferred to the NurseLine. On 11/23, the Nurse Line was discontinued.
