2-1-1 San Francisco Connecting Residents in Need to Vital

2-1-1 Bay Area
Connecting Residents in Need
to Vital Community Services
May 2007
Quick Reference
Local Community Services
City Government Services (currently in
San Francisco)
Directory Assistance and Information
Traffic and Weather Information
Call Relay for Hearing Impaired
Emergency Services
United Way of the Bay Area
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
We can’t
help with
Please call
back when
we’re open
I’ll try to
transfer you to
an agency
who can help
We only
do senior
Why did
you call
I don’t know,
please hold.
United Way of the Bay Area
I want to
We only serve
San Jose
I’m not sure
who you
can call.
Imagine a single solution…
I can’t pay
my rent
My kid is
on drugs
United Way of the Bay Area
I need to find
Bay Area
how can
I help you?
I want to
kill myself
Yes, I can
connect you with
someone who
can help…
I want to
What is 2-1-1?
2-1-1 is an easy-to-remember phone number that connects people in need
with important community services.
This free, confidential, 24-hour multilingual service also serves as a vital link
for individuals seeking to volunteer, provide resources and assist during times
of crisis.
2-1-1 serves
approximately 196
million Americans –
over 65% of the US
212 active 2-1-1 systems
covering all or part of
41 states (including 19 states
with 100% coverage, plus
Washington, DC and Puerto Rico.)
United Way of the Bay Area
Why do we need 2-1-1?
• Many people make as many as 4-8 phone calls
• Many give up
• Twenty to forty percent of calls received by service providers
need to be directed to another, more appropriate provider.
• Professionals often try to help callers nonetheless, resulting in
misspent professional and client energy.
United Way of the Bay Area
Benefits to Non- Profits
and Public Agencies
• Fewer inappropriate calls
• More time and resources available to serve clients
• Easy referral source for their clients
• Complements specialized I&R services
• Visibility for their services
• Online updating capacity – Real time accuracy
United Way of the Bay Area
United Way HELPLINK , Eden I&R,
Contra Costa Crisis Center
Comprehensive Information and Referral service with 30 years of
experience serving the Bay Area
Free, confidential, 24/7, multilingual service
Professional staff, certified by Alliance of Information and Referral
Thousands of calls per year, assisting low-income parents, immigrants,
laid-off workers, homeless, and many others
For information and referral service across the Bay Area:
United Way of the Bay Area
Eden I&R
Contra Costa Crisis Center
2-1-1: Provides
Assistance and
Calls typically last 3 – 5 minutes.
Information and Referral Specialists:
Help the callers tell their story, understand and prioritize their
Identify and offer them appropriate resources.
Provide advocacy for those needing extra support accessing
Follow up on 100% of crisis calls, such as those for shelter or
housing assistance, and 20% of non-crisis calls.
Our goal is individuals empowered to be their own advocates.
United Way of the Bay Area
What types of services
can 2-1-1 callers find?
• Basic Human Needs: food, clothing, shelter, rent assistance, utility assistance.
• Physical and Mental Health Resources: medical information lines, crisis intervention
services, support groups, counseling, drug and alcohol programs, community clinics,
Medi-Cal and Medicare, maternal health, children’s health insurance programs.
• Employment Services: job search assistance, unemployment benefits, financial
assistance, job training and placement, education programs, vocational skills
• Support for Seniors and Persons with Disabilities: independent living skills
workshops and adapted devices, home health care, adult day care, congregate site and
home delivered meals, respite care, transportation, and homemaker services.
• Support for Children, Youth and Families: quality childcare, homework assistance and
after school programs, Head Start, family resource centers, summer camps and
recreation programs, mentoring, tutoring, protective services.
• Volunteer opportunities and donations: local volunteer centers, donation drop-off and
pick-up services, distribution of donated goods, thrift stores.
United Way of the Bay Area
Resource Database
Eden I&R’s comprehensive provider database for Alameda County
includes 1250 agencies; Plus specialized databases for people
living with AIDS/HIV, and a housing database of over 54,000 units
includes subsidized, Below Market Rent and Market Rent units.
HELPLINK maintains an all-inclusive database of over 1300 agencies
providing services to residents of Marin, Napa, San Francisco and
Solano Counties; Plus specialized databases for Immigration
Assistance Line of Northern California, the Bay Area Self Help
Clearing House and statewide Key Access to other comprehensive
I&R and 2-1-1 programs.
CORD (County Online Resource Database), created and maintained
by the Contra Costa Crisis Center, has current, comprehensive
information on 2,500 services available to Contra Costa residents.
Up to date English and Spanish Resource guides for central, east,
and west Contra Costa can be downloaded from CORD.
United Way of the Bay Area
Resource Database
Partnerships between 2-1-1 service providers designate agencies to
provide seamless transfer of callers needing assistance in those
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 at 211bayarea.org
United Way of the Bay Area
Others who Use 2-1-1
Disaster Officials
 Have a dissemination mechanism for critical up-to-the-minute
public information
 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
United Way of the Bay Area
2-1-1 Disaster & Emergency Information
Communications System
In 2004 Florida was hit by five “tropical cyclones” in a single year. 2-1-1
centers across a state played a vital role throughout the major emergency.
 Pre-storm—information about evacuation, location and availability of
shelters, inquiries from people with special needs, preparation for the
 During the storm—reassurance, crisis intervention, emergency
 Immediate aftermath—location of essential services (water, ice, food),
rescue needs, debris removal, power outages
 Recovery—disaster relief financial assistance, property damage,
disaster-caused health issues, disaster-related transportation issues
United Way of the Bay Area
2-1-1 Disaster & Emergency Information
Communications System
“We estimated that 2-1-1 got 60,000 calls
that normally would have gone to 911,
freeing those operators to handle
emergency calls.”
Matt Recommier,
911 Coordinator for Lee County, FL
United Way of the Bay Area
2-1-1 Disaster & Emergency Information
Florida 2004 Case Study
• 2-1-1
in Orlando
took 19,551
calls between
August 12
and Sept. 20—
a 300% increase
over their normal
call volume.
United Way of the Bay Area
2-1-1 Disaster & Emergency Information
Katrina Case Study
Government emergency numbers were slammed to capacity
Louisiana Governor selected 2-1-1 as the “go to“ number for all social
services, shelter, feeding station, volunteer and donation information.
Call volume of The United Way of North Eastern Louisiana’s 2-1-1: 7,358/day
Up from normal call volume which was: 200/day
In Texas, 2-1-1s helped determine what services evacuees needed and how to
best provide those services, especially those who needed medical attention.
In Texas, September 2005 call volume: 267,000/month
Up from normal call volume which was: 70,000/month
United Way of the Bay Area
2-1-1 Disaster & Emergency Information
How many 9-1-1 calls are for non-emergency
5% of callers yearly dial 2-1-1 for non-emergency services instead of 9-1-1
(University of Texas)
In 2004, 911 in Lee County, Florida estimated that 2-1-1 received 60,000
calls that otherwise would have gone to 911 during relief efforts for
hurricane season. (Trial by Wind and Water, 2004)
A Grand Jury review of the Sacramento County Sheriff's Department’s 9-1-1
Call Center found that about 53 percent of the 9-1-1 calls were not
United Way of the Bay Area
2-1-1 Disaster & Emergency Information
What is the relationship with 9-1-1 and
Emergency Services?
• San Diego County:
 MOU with Office of Emergency Services
 Working relationship with 9-1-1
• Ventura County
 Discussing MOU with 9-1-1 but have open working relationship
 Work with both 9-1-1 and OES as a part of Voluntary Organizations
Active in Disaster (VOAD)
• Santa Barbara County
 Works with 9-1-1 as a part of a Disaster Emergency County Plan
 Collaboration and working relationship with OES for emergency
United Way of the Bay Area
2-1-1 Disaster & Emergency Information
What effect has 2-1-1 had on county 800 crisis
San Diego County Social Services refers to 2-1-1 for food, shelter and
clothing needs. The Health and Human Services Agency also refers
to 2-1-1 for their services.
Orange County Social Services refers to 2-1-1 for most services, but
has its own Health Referral Line for Public Health programs and
United Way of the Bay Area
Contacts and References
2-1-1 Information
Statewide 2-1-1:
National 2-1-1:
Bay Area:
2-1-1 Contacts:
2-1-1 San Francisco
2-1-1 Alameda
2-1-1 Contra Costa
Ed Schoenberger
Executive Director
(415) 808-4304
[email protected]
Barbara Bernstein
Executive Director
Eden I&R
(510) 537-2710,ext.8
[email protected]
John Bateson
Executive Director
Contra Costa Crisis Center
(925) 939-1916
[email protected]
United Way of the Bay Area

similar documents