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2-1-1 is to Social Services what 9-1-1 is to Emergency Services

Our Mission 2-1-1 LA County is dedicated to providing an easy-to-use, caring, professional source of guidance, advocacy, and 24/7 per week access to a comprehensive range of human services to the people of LA County. no. What is 2-1-1?. 2-1-1 is to Social Services what

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2-1-1 is to Social Services what 9-1-1 is to Emergency Services

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  1. Our Mission2-1-1 LA County is dedicated to providing an easy-to-use, caring, professional source of guidance, advocacy, and 24/7 per week access to a comprehensive range of human services to the people of LA County. no

  2. What is 2-1-1? 2-1-1 is to Social Services what 9-1-1 is to Emergency Services

  3. Current FCC “N11” Assignments 111 - Not Applicable 211 – Information and Referral 311 – Local Government Services 411 – Directory Services 511 – Transportation Information 611 – Telephone Service/Repair 711 – Telephone Relay 811 – Telephone Service Repair 911 – Emergency Police/Fire

  4. Currently, about 2,800,000 times a year… I can’t pay my rent My kid 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 do not serve Long Beach.

  5. With 2-1-1 • Only one phone number to remember. • Expertise of 2-1-1 staff eliminates many misdirected calls. • 24/7 operations provide greater accessibility and faster, better solutions. • TTY and multilingual capability ensures access to all.

  6. So, about 700,000 times a year… I need to find childcare I want to volunteer I can’t pay my rent My kid is on drugs I want to kill myself Los Angeles 2-1-1 Yes, I can connect you with someone who can help… Los Angeles 2-1-1, how may I help you? Los Angeles Centers for Alcohol & Drug Abuse Volunteer Center of Los Angeles Jewish Free Loan Association Options – A child Care & Human Services Agency DIDI Hirsch Suicide Hotline

  7. Will 2-1-1 replace existing programs? • 2-1-1 is a COLLABORATIVE to ease public access to existing programs, NOT to replace them. • 2-1-1 overlays the existing network of Information & Referral agencies and service providers facilitating access for all.

  8. Los Angeles 2-1-1 Network Design Parent dials 211 Agency dials 211 • 2-1-1 • 24 hour comprehensive • I & R service • Network linkages Teen dials 211 Senior dials 211 Immigration Services Emergency Services Disability Srvs Senior Services Family Srvs Child Care Mental Health Education Senior Centers Legal Services Transportation Services Citizenship Education Advocacy Services ESL Regional Centers Public Health Independent Living Crisis Hotline Homeless Services Disaster Recovery In Los Angeles the Information and Referral service network is based on cooperative working relationships representing a coordinated I & R system directly linked to public sector and private non-profit service providers. County OES Union Rescue Warm Line Didi Hirsch Access Services Legal Aid CA Registry Regional Center CHIRLA MAOF Suicide Hotline Salvation Army Options Office of Education AAA IHSS GLAD WCIL Catholic Charities CHARO

  9. Call Statistics Top Ten Service Requests • Emergency Shelter • Income Assistance • Food • Child and Adult Protective Services • Employment • Counseling • Legal Assistance • Subsidized Housing • Information Services • Substance Abuse

  10. Caller Profile Source: March 2004 Survey

  11. Quality Assurance Program • Agency & Staff Certification • Data Collection & Reporting • Staff Training & Development • 24/7 Operations • Language Capability • Speed of Answer (80% of calls within <60 sec.) • Greeting Approach (Live Person) • No Time Limit on Calls • Alternative Systems for Callers (TTY & Voice Recognition) • Minimum Number of Referrals

  12. 2-1-1 DATABASE • Comprehensive listing of over 4,000 resources throughout the County. • Annual update and verification of every listing. • Standard inclusion/exclusion criteria for determining appropriateness of each listing. • Site visit program to confirm and verify service descriptions. • Annual targets for expanding the number of resources in the database. • Free, GIS-mapped, web-based access to database resources.

  13. SPECIALIZED LINES • Elder/Dependent Adult Abuse Hotline (877) 4-R-Seniors or (877) 477-3646 • Safely Surrendered Baby Hotline (877) Baby Safe (877) 222-9723 • Parent Outreach California Hotline (800) 901-4565 • Cold Weather Hotline (800) 548-604 • Helpline for Unincorporated Areas of L.A. County (888) 924-HELP or (888) 924-4357 • Code Enforcement Line (877) 966-CODE or (877) 966-2633 • WorkSource Center Hotline (800) FOR A JOB or (800) 367-8562 • Employer Call Center (800) 993-2299 • Earned Income Tax Credit/ (EITC) Hotline (800) 601-5552 • Fathers’ Heartline (877) 716-8000 • Los Angeles Disaster Information Hotline 1-800-980-4990

  14. Core Values • Accessibility • Integrity • Excellence • Compassion • Innovation • Leadership • Collaboration • Empowerment

  15. Contact Information Maribel Marin Executive Director (626) 350-1841 x2100 mmarin@infoline-la.org Julio Puchalt Associate Director (626) 350-1841 x2101 jpuchalt@infoline-la.org www.211losangeles.org (Los Angeles County information) www.211california.org (Statewide information) www.211.org (National information)

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