2-1-1 in buncombe county - annual report 2011

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Free 24/7 Confidential Multilingual Community Service Information Line BUNCOMBE COUNTY 2011 RESULTS Calls: 44,642* Call Records: 31,451 *includes followup, advocacy and crisis Online Visits: 11,046 Unique Visitors: 7,741 2011 ANNUAL REPORT 2-1-1 IN BUNCOMBE COUNTY Top Caller Needs  Call Volume Trend Referral: assessing the needs of callers and identifying appropriate resources Information: responding to specific inquiries about human services Contract: providing services to callers via contracts with outside agencies Advocacy: taking steps on behalf of callers to overcome barriers to services Crisis: performing crisis intervention to ensure the safety of callers or others 43.1% 46.5% 8.6% 1.6% .2% Call Types Top Five Needs by Financial Request Financial Calls Housing Expense $230,656 1,632 Utility Service Expense $186,728 2,714 Utility Deposit $33,942 386 Burial/Cremation $11,900 16 Medical Care $8,721 150 Top Five Unmet Needs Utility Service Expense Housing Expense Transportation Expense Food Pantries Christmas Programs 25% Housing and Utilities 13% Individual, Family and Community Support 12% Health Care 10% Legal, Consumer and Public Safety Services 9% Mental Health and Addictions 7% Food/Meals 6% Income Support and Assistance 3% Clothing, Personal and Household Needs 3% Transportation 3% Other Government and Economic Services 3% Information Services 2% Education 2% Volunteers and Donations 2% Employment <1% Arts, Culture and Recreation <1% Disaster Services Volume of Service 2007 2008 2010 2011 2009 20,000 40,000 60,000 42,791 32,191 42,505 46,473 44,642

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Read about the trends and stories from 2-1-1 during 2011 in Buncombe County, NC.

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Free   24/7Confidential   MultilingualCommunity Service Information Line

buncombe county2011 results

Calls: 44,642*Call Records: 31,451*includes followup, advocacy and crisis

Online Visits: 11,046Unique Visitors: 7,741

2011 annual report   2-1-1 in buncombe county

Top Caller Needs 

Call Volume Trend

Referral: assessing the needs of callers and identifying appropriate resourcesInformation: responding to specific inquiries about human servicesContract: providing services to callers via contracts with outside agenciesAdvocacy: taking steps on behalf of callers to overcome barriers to servicesCrisis: performing crisis intervention to ensure the safety of callers or others

43.1% 46.5%

8.6%

1.6%.2%

Call Types

Top Five Needs by Financial Request

Financial CallsHousing Expense $230,656 1,632Utility Service Expense $186,728 2,714Utility Deposit $33,942 386Burial/Cremation $11,900 16Medical Care $8,721 150

Top Five Unmet Needs

• Utility Service Expense

• Housing Expense

• Transportation Expense

• Food Pantries

• Christmas Programs

25%

Housing and Utilities

13%

Individual, Family and Community Support

12%

Health Care

10%

Legal, Consumer and Public Safety Services

9%

Mental Health and Addictions

7%

Food/Meals

6%

Income Support andAssistance

3%

Clothing, Personal andHousehold Needs

3%

Transportation

3%

Other Government and Economic Services

3%

Information Services

2%

Education

2%

Volunteers and Donations

2%

Employment

<1%

Arts, Culture and Recreation

<1%

Disaster Services

Volume of Service

Total Financial Needs Expressed: $879,159

Utility Service Payment $341,020

Housing Expense $349,968

Medical Bill Payment$83,395 Utility Deposit

$31,421 Home Rehab$12,500

HousingShelter

7,229

Individual & Family Support

5,099

Community Services

2,500

Food

2,203

4,709

Utilities

2007 2008 2010 20112009

20,000

40,000

60,000

42,79132,191

42,50546,473 44,642

2007 2008 2010 20112009

1,000

2,000

839548

807 1,004 1,013

2-1-1 caller story

2-1-1 by the numbers

connect with 2-1-1

what 2-1-1 callers are saying

“I had no idea there were so many people willing to help. Because of 2-1-1, we’re golden.” That’s what Mr. Taylor said when Keith, a 2-1-1 referral specialist, called to see how things had progressed after their initial contact.

When Mr. Taylor first called 2-1-1, he was unable to work due to a health crisis. He, his wife and three children had been staying with friends for the past six months. The landlord had discovered them, and the Taylors were forced to leave.

Facing homelessness, the Taylors needed a number of resources to get on their feet. Keith connected them to housing programs, transportation assistance so his wife could look for work, food assistance, and rent and utility assistance for the new home. At the time of follow up, they had lined up assistance to move into their new apartment and had even connected friends to resources they didn’t know existed before calling 2-1-1.

If the backbone of our service is our comprehensive database and wide array of technological avenues to connect to it, then the heart is the human connections we develop through our caring, highly trained, referral specialists.

We asked our callers what they thought of 2-1-1, and here’s what they said:

2-1-1...•points me in the right direction.•has that personal touch.•helps me find the resources I need.•has the latest information.•provides options for finding help.•is the place to turn when searching for services.

91percent of callers stating they learned new information about

community resources by calling 2-1-1

quality and performance

28 quality standards in 2-1-1’s accreditation

82percent of calls answered within 30 seconds or less

95 percent of service providers stating they are better able to address client needs because of 2-1-1

61,320hours of operationby 2-1-1 in a year

scale and scope

87percent of the U.S. now served by a 2-1-1

4counties currently served by Asheville-based United Way’s 2-1-1 of WNC

84 percent of North Carolina served by the NC 2-1-1 system

2,207providers listed in the 2-1-1 database

community resource database

56percent of providers listed that are nonprofit

organizations

44 percent of providers that are public or government entities

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Thank You to Buncombe County Underwriters

Blue Ridge X-RayProgress Energy

Platinum: Gold: