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211 Santa Cruz County Connecting Residents in Need to Vital Community Services. September 2014. Quick Reference. 2-1-1 Local Community Services 4-1-1 Directory Assistance and Information 9-1-1 Emergency Services. Imagine thousands of times a day…. I can’t pay my rent. My kid is

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quick reference
Quick Reference
  • 2-1-1 Local Community Services
  • 4-1-1 Directory Assistance and Information
  • 9-1-1 Emergency Services

211 Santa Cruz County

imagine thousands of times a day
Imagine thousands of times a day…
  • 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 only serve
  • San Jose

211 Santa Cruz County

imagine a single solution
Imagine a single solution…
  • 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
  • Yes, I can connect you with someone who can help…
  • 2-1-1,
  • how can
  • I help you?
  • Suicide
  • Prevention
  • Catholic
  • Charities
  • Senior
  • Services
  • Crisis
  • Hotline
  • Volunteer
  • Center

211 Santa Cruz County

what is 211
What is 211?
  • 211 is an easy to remember phone number that connects people in need with services.
  • Free, confidential, 24-hour/seven days a week, multilingual
  • Link for individuals seeking to volunteer, provide resources and assist during times of crisis.
  • 211 serves approximately 240 million Americans – over 80% of the US population;
  • Over 200 active 211 systems covering all or part of 46 states (including 19 states with 100% coverage, plus Washington D.C. and Puerto Rico)

211 Santa Cruz County

211 santa cruz county four years of service
211 Santa Cruz County: Four Years of Service
  • How many people are using it?
  • 20,000- Total calls since 2010 launch
  • What are people calling about?
  • #1 Need: Housing & Utilities
  • #2 Income Support
  • #3 Food & Meals

211 Santa Cruz County

211 provides assistance and information
211: Provides Assistance and Information
  • Calls typically last 3-5 minutes
  • Information and Referral Specialists:
        • Help the callers tell their story, understand and prioritize their needs
        • Identify and offer them appropriate resources
        • Provide advocacy for those needing extra support accessing services
        • Follow up 100% of crisis calls, such as those for shelter or housing assistance, and on 20% of non-crisis calls
  • The goal is individuals empowered to be their own advocates.

211 Santa Cruz County

benefits to non profits and public agencies
Benefits to Non-Profits andPublic Agencies
  • Fewer inappropriate calls
  • More time and resources available to serve clients
  • Easy referral source for their clients
  • Complements specialized information and referral services
  • Visibility for their services
  • Online updating capacity – real time accuracy

211 Santa Cruz County

what types of services can people find by calling 211
What types of services can people find by calling 211?
  • Food and Housing Resources
  • Help for Seniors and People with Disabilities
  • Mental Health and Crisis Support
  • Access to Income Assistance
  • Health Services
  • Resources for Children and Families
  • Volunteer Opportunities
  • Veteran’s Services

211 Santa Cruz County

others who use 211
Others who use 211
  • Disaster Officials
  • Have a dissemination mechanism for critical up-to-the-minute public information
  • 9-1-1
  • Gets fewer non-emergency calls
  • Public Officials
  • Have a place to refer constituents in need of help
  • General Public and Potential Donors
  • Have easy access to give or get help – donations, funds, time

211 Santa Cruz County

211 also plays a critical role in disasters
211 also plays a Critical Role in Disasters
  • Santa Cruz County Floods 2011

211 Santa Cruz County

resource database
Resource Database
  • Partnerships between 211 call center and designated agencies to provide seamless transfer of callers needing assistance
  • Santa Cruz County provides original resource database
  • United Way Bay Area provides resource management program to maintain current and accurate information about available services and add new resources as they become available
  • Searchable public access provider database online

211 Santa Cruz County

updating your agency listing on 211 database
Updating Your Agency Listing on 211 Database
  • Step 1: Send an email to resources@uwba.org or call 415-808-4211 and state your agency and whether you want to create a brand new profile or update an existing one
  • Step 2: You will receive an email with a unique link to create or update your agency and program profiles
  • Step 3: Make sure to create a profile for each program your agency offers, including as many key words as appropriate

211 Santa Cruz County

access 211 outreach resources
Access 211 Outreach Resources
  • http://www.unitedwaysc.org/node/625
  • Overview Power Point Presentation
  • One-Page Informational Flyer
  • 13-14 Santa Cruz County Annual Report
  • Success Stories
  • Request additional outreach materials, including brochure rack cards, bookmarks and posters, contact:
  • Brenda Gonzalez, Administrative Assistant
  • bgonzalez@unitedwaysc.org
  • (831) 465-2201

2-1-1 Santa Cruz County