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211. A presentation by the. What is 211?. 211 is a national, toll-free, three-digit phone number like 911 but for information about health and human services. It enables people to find out about vital resources in their community quickly and easily. Current “N11” Numbers.

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211

A presentation by the


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What is 211?

211 is a national, toll-free, three-digit phone number like 911 but for information about health and human services. It enables people to find out about vital resources in their community quickly and easily.


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Current “N11” Numbers

111—Not Applicable

211—Information and Referral

311—Local Government Services

411—Directory Assistance

611—Telephone Service and Repair

511—Transportation

711—Hearing Impaired

811—Telephone Business Office

911—Emergency Police/Fire/Medical


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Who do you call?

Help, my

house

is on fire!

My car was

broken into!

I need a

day program

for my

aging parent

My child has a

drinking

problem

Police/Fire/ Medical Emergency

911

Police

Non-

emergency

311

211

Fire

Department

Police

Or Sheriff

Area Agency

on Aging

Teen Al Anon


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211 Benefits Individuals

  • 211 is easy to remember and use.

  • 211 eliminates guessing and wrong numbers.

  • Studies show that people seeking services call 7 to 8 agencies before finding the right one.

  • Without 211, many people give up and never get the help they need.


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211 Benefits Agencies

  • Currently, agencies answer many calls that belong elsewhere; 211 frees agencies to concentrate on their core competencies.

  • 211 is a collaborative effort that facilitates partnerships between agencies.


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211 Benefits the System

  • The whole health and human services system functions more efficiently and effectively.

  • New 800 numbers aren’t necessary for emerging needs because 211 already exists.

  • 211 relieves 911 call volume, allowing for faster response to real emergencies and significant cost savings.


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211 After 9/11

  • In Connecticut, which had 211 before 9/11, 95% of all calls for mental health counseling, volunteering, and donations went to 211.

  • In New York, with no 211 service, 400 hotline numbers were activated, creating confusion and frustration.


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Without 211

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

We can’t help with that

Please call

back when

we’re open

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

We only do senior daycare

Why did you call us?

I’m not sure who you can call.

I don’t know, please hold.

We don’t

serve your

county.


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With 211

I need to find

childcare

I want to

volunteer

I can’t pay

my rent

My child is

on drugs

I want to

kill myself

211

211, how may

I help you?

Yes, I can connect you with someone who can help…

Drug

Rehabilitation

Center

Volunteer

Center

Rental

Assistance

Program

Child Care

Resource

And Referral

Suicide

Prevention

Hotline


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A Brief History of 211

  • 1997: 211 starts in greater Atlanta.

  • 1998: 211 starts statewide in Connecticut.

  • July 2000: FCC approves 211 nationwide.

  • Feb. 2003: PUC approves 211 for California.

  • Feb. 2004: Crisis Center receives PUC approval to operate 211 in Contra Costa.

  • June 2005: 31 states and Washington D.C. have 211 (110 million Americans).


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211 Serves 110 Million Americans in 31 States

WA

VT

ME

MT

ND

MN

NH

OR

WI

MA

ID

NY

SD

MI

WY

RI

CT

PA

IA

NE

NJ

NV

MD

OH

IL

DE

IN

UT

CO

WV

CA

VA

DC

KS

MO

KY

TN

NC

OK

AZ

AR

SC

NM

AL

MS

GA

LA

TX

HI

FL

  • operational

  • in negotiation phase

  • in collaboration phase

  • in initial phase

AK

January 9, 2003


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211 Standards

  • Service is provided according to professional standards for information and referral.

  • 211 provider has a local presence and support from local stakeholders.

  • 211 provider operates 24-7 and offers multi-lingual access and TTD/TTY.

  • 211 provider can coordinate effectively with local and state disaster responders.


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211 Operations Issues

  • Who calls?

  • What do callers need?

  • Who will answer the calls?

  • How many calls will there be?

  • How much will it cost?

  • How much will it save?

  • How will it be funded?


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Who Calls 211?

  • Laid-off workers struggling to feed their families.

  • The adult child of an elderly parent who’s trying to find programs to keep his or her parent at home.

  • Parents looking for counseling or substance abuse programs for their teenage children.

  • People who want to volunteer.


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What Do Callers Need?

  • Basic needs: food, shelter, utility assistance.

  • Health care: crisis intervention, medical care, counseling, drug and alcohol treatment.

  • Work support: job training, financial assistance, transportation, education.

  • Senior services: adult day care, home health, meals on wheels.

  • Family support: child care, after-school services, protective services.


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Who Will Answer 211?

  • The Contra Costa Crisis Center will be the 211 call center in Contra Contra Costa County in

  • collaboration with:

  • County and city governments.

  • Community-based organizations.

  • Local hospitals and libraries.

  • 911.


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Contra Costa CORD

  • CORD (County Online Resource Database) has

  • up-to-date information on 2,500 services. It:

  • Conforms with national database standards.

  • Is managed by the Crisis Center.

  • Is funded by the County and First 5.

  • Is free to everyone at www.cccord.org

  • Will be the backbone of 211 in Contra Costa.


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How Many Local Calls?

  • Depends on marketing.

  • First year: estimated 5% of the population (50,000 people in Contra Costa) will call.

  • Once established: 10% of the population (100,000 people) will call annually.

  • Average call: 6 to 8 minutes.


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What Is the Cost?

  • In Contra Costa County, $450,000 in new

  • funding is needed for:

  • Personnel (7 FTEs).

  • Phone (switching and call costs).

  • Equipment, marketing, occupancy, etc.


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What Will 211 Save?

  • A study by the University of Nebraska projects

  • savings of $4.5 to $10 million per year for a

  • population of 1 million people because:

  • 911 calls are reduced.

  • Overlapping I&R costs are reduced.

  • People make one call for multiple referrals.

  • Agencies don’t answer misdirected calls.

  • Community planning is improved.


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Who Funds 211?

  • In most areas, 50 percent or more of 211 funding

  • comes from government. Atlanta is an exception.

  • Atlanta: United Way.

  • Connecticut: State, United Way, other.

  • Texas: 50% government; 50% local.

  • Iowa: phone surcharge like 911.

  • Contra Costa: ?


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What the Community Gets

  • Consistent, high-quality service to all county residents.

  • Information and referral specialists who route the call to the right agency the first time.

  • Greater citizen satisfaction with government.


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How You Can Help

  • Support 211 planning efforts.

  • Support consideration of 211 in the FY 2005-06 budget process.

  • Tell others about 211.


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For More Information

  • National Association of Information and Referral Services: www.211.org

  • California Association of Information and Referral Services: www.cairs.org

  • Contra Costa Crisis Center:

  • www.crisis-center.org


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