2-1-1 of wnc 2010 report to our community
DESCRIPTION
Learn about trends and accomplishments of the 2-1-1 Information and Referral service. 2-1-1 of WNC serves Buncombe, Henderson, Madison, and Transylvania counties.TRANSCRIPT
United Way’s 2-1-1 of WNC2010 Report to Our Community
2-1-1 of wnc is...a community service information line that links people to health and human services in Buncombe, Henderson, Madison and Transylvania counties.
...ACCESSIBLEPhone (land lines & cell phones)
Online and by E-mail24 hours a day, 7 days a week, 365 days a yearMultilingualFree/Confidential
3
2-1-1 helped me:• “gainmoreinfoaboutcommunity
servicesinatimelymanner”
• “withresourcesandleadstofollowinordertogetthehelpIneed”
• “bylisteningtome”
• “tofindfood”
• “locateasupportgroup”
• “getconnectedtotreatment”
• “findoptionsforhelpwithmyelectricbill”
• “receivetheinfothatwillpointmeintherightdirection”
• “tremendously”
Sampleresponsesfrom2010callersurvey
2-1-1 is nationally accredited by the Alliance of Information and Referral Systems (AIRS).
89 percent of callers surveyed stated they learned new information about community resources by calling 2-1-1.
85 percent of calls were answered within 30 seconds. When people call they talk to a local Referral Specialist.
...RESPONSIVE2-1-1 maintains a database with details about more than 2,000 local public and nonprofit programs.
...KNOWLEDGEABLE
...EFFECTIVE ...HIGH QUALITY
Calls (in/out) 54,605Call Records 38,146Online Database Visits 8,374
by the numbersBecause 2-1-1 of WNC talks to people from all walks of life and directs people to a wide range of community resources, we are in a unique position to notice trends in our community.
2-1-1 of WNC shares this information with community decision-makers such as local coalitions, area institutions, elected officials and more. This information can be helpful to those crafting or advocating for various public policies or community projects.
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
44.5% 43.1%
10.4%
1.7%.2%
Call Types
2010 statistics
2008 36,763 2009 48,646 32% increase from 2008
2010 54,605 49% increase from 2008
Call Volume Trend
legend
5
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
Basic Needs: 35%
Health Care: 12%
Organizational & Community Services: 12%
Individual & Family Life: 9%
Criminal Justice & Legal Services: 8%
Income Support & Employment: 8%
Mental Health Care & Counseling: 7%
Consumer Services: 5%
Environmental Quality: 2%
Education: 2%
2-1-1 Caller Needs byCategory and Volume
Medical Bill Payment$83,395
Home Rehab$12,500
Total Expressed: $879,159
Housing Expense $349,968
Utility Service Payment $341,020
Utility Deposit$31,421
Top 5 Needs By Financial Request
Housing& Shelter
Individual & Family Support
Food HealthServices
Utilities
Top 5 Needs By Volume19%
13%
6% 4%
12%
2-1-1 has served Buncombe County since 2001, Henderson County since 2003, Transylvania County since 2004 and Madison County since 2007.
We’re proud of our reach, yet as you can see on the map to the right, many people are still not using 2-1-1.
We want to be the first place people turn to for community service information, and we need your help to spread the word!
• Share our materials with your customers or employees.
• Invite us to speak at a staff meeting, civic group, professional association, or faith meeting.
• Link to our web site and forward our e-newsletter.
• Use 2-1-1 as a source of information about what resources exist and what people in our community need.
• Ensure accurate referrals by updating your organization’s listings in the 2-1-1 database.
A family called, searching for assistance with food after a
layoff. They never had to ask for help before, and our referral specialist was able to make the
process a little easier.
28753zip january
Taking advantage of 2-1-1’s ability to speak to people of all languages, a teacher is able to connect one of her student’s parents to ESL classes and
other helpful resources.
28791zip march
call volume by zip code
Legend2010 United Way 211 NeedsCount
1 - 2
3 - 14
15 - 63
64 - 98
99 - 186
187 - 307
308 - 395
396 - 846
847 - 1453
1454 - 2266
2267 - 3149
3150 - 9837
1-2
3-14
15-63
64-98
99-186
187-307
308-395
396-846
847-1453
1454-2266
2267-3149
3150-9837
help us reach more people
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marshall
asheville
hendersonville
brevard
The receptionist at a house of worship had someone come
to the door looking for housing assistance. She called 2-1-1 for the gentleman and let him speak directly to the referral
specialist.
28804zip
A man called about day care options for his aging mother. He lived in another state but his mother lived in Brevard so he was grateful to find a central place for all the information he needed.
28712zip november
august
real lives2-1-1 of WNC provides quality information to individuals and area professionals about a wide range of community health and human services and resources, many of which fall in the areas of EDUCATION, INCOME and HEALTH.
The previous statistics give us a sense of scope and scale. The stories that follow put a face to those numbers and remind us why we work to create opportunities and inspire hope for a better tomorrow.
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In 2010, 2-1-1 advocated for youth success by providing community program data to a group convened by United Way of Asheville and Buncombe County. Community members, service providers and subject matter experts participated in a series of discussions to identify the best way to leverage United Way of Asheville and Buncombe County’s resources and create lasting change in one particular area of our community. The group identified middle school success as one of the key issues our community needs to address.
One of the initial steps to launching a middle school success project was to chart the existing resources. As a hub of local community service information, 2-1-1 provided a list of programs for middle school youth. Buncombe County GIS layered 2-1-1’s data onto a map of Asheville and Buncombe County, and this map was used as a planning tool by groups such as the Mayor’s RICH Task Force (Asheville).
This work furthers United Way’s efforts to strengthen the social and basic life skills that youth need for success. - told by Gina Gallo
United Way Youth Success Manager
EDUCATION
INCO
ME
HEA
LTH
I talk to kids, parents and teachers from across our county in my role with United Way. Everyone wants the best
for theirkidsandhavingqualityout-of-schoolexperiencesisoneofthetopthingsIhearthemtalkabout.
Having good data provided by 2-1-1 hashelpedmegetapictureofwhatexistsandhassupportedfact-baseddiscussionsabouthowtogetmore,quality,servicestoourkids.
Right now, I’m helping put together an afterschoolprogram formiddle school students intheOwenarea,and,youknow,justseeingthelookinaparent’seyewhentheyask“Canyoustart thisprogramnextweek?” inspiresme toworkevenharder.”
In 2010, 2-1-1 advocated for people who were homeless and at risk of homelessness through an initiative called Homelessness Prevention and Rapid Re-Housing Project (HPRP).
HPRP is a program that rapidly transitions people who are homeless or at risk of homelessness to long-term housing stability through short-term assistance. 2-1-1 partnered with the City of Asheville, ABCCM, Eblen-Kimmel Charities, Pisgah Legal Services and Western North Carolina AIDS Project to implement this federal program in Asheville and Buncombe County.
2-1-1 conducted outreach and engagement to raise awareness about available services and offered information about HPRP to callers seeking help paying for or finding housing. 2-1-1 conducted pre-screenings for nearly 600 households and made referrals to HPRP providers for services such as case management, housing search and placement, financial assistance, and more.
This work furthers United Way’s efforts to increase availability and use of public and private services that provide basic needs assistance for people in crisis or with ongoing needs.
INCOMEED
UCA
TIO
N
HEA
LTH
Sherri called me in October, when she and her daughter were living in a tent. Sherriisasinglemotherwho
hadbecomehomelessafterlosingherjobandfalling behind in her rent. A family memberoffered to help, but his home was alreadycramped,soSherriandherdaughterputupatent.
Sherri hadgottenanew job,buther savingsweren’taddingupfastenoughtocovertheup-frontcosttomoveintoanewplace.Summerturnedintofall,andSherricalled2-1-1forhelpfindingawarmplaceforherandherdaughtertolive.
IconnectedSherriwithaprogramcalledHPRP.WhenIfollowedupwithheraweeklater,shewas carrying groceries up the stairs into hernewhome.
- told by Keith2-1-1 Referral Specialist
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Kate’s sister had been diagnosed with cervical cancer 6 months prior, so she jumped at the chance
when I offered to provide information about cancer prevention. Kate wasuninsured, hadnot had an exam in over tenyears, and was afraid about possibly havingundiagnosedissues.Shesaidthatifhersisterhadbeenabletogetanexamearly,theymayhavebeenabletodiagnoseherashavingHPV,treathermuchsooner,andavoidthesurgeryand radiation therapies that she received forhercancer.
Asa resultof calling2-1-1,KatewasenrolledinMyBodyMyTest.ShereceivedahomeHPVtestkitandgotano-costpelvicexamatalocalclinic. When I called Kate back to follow-up,shesaidthatshewasrelievedtolearnthatshedid not have HPV or cancer andwas happytobeconnectedwithresourcesforcontinuedpreventativehealthcare.
- told by Rachel2-1-1 Referral Specialist
HEALTHIN
COM
E
EDU
CATI
ON
In 2010, 2-1-1 advocated for women’s health through an initiative call My Body My Test.
My Body My Test is a research study to help prevent cervical cancer by enabling women to test for HPV at home and connecting them with clinics for additional services. 2-1-1 partnered with UNC Gillings School of Global Public Health to reach out to women in Western North Carolina.
2-1-1 has a relationship with people who need help, so partnering with My Body My Test was a good way to reach people who could potentially benefit from the service.
2-1-1 pre-screened 500 high-risk individuals and made 172 referrals for this health intervention.
This work furthers United Way’s efforts to increase awareness of and opportunities for wellness, prevention and early detection.
Contact us
• Call 2-1-1 • E-mail [email protected] • Contact your local representative:
Buncombe CountyRachael Nygaard, United Way of Asheville and Buncombe County(828) 255-0696
Henderson CountySandy McGlashan, United Way of Henderson County(828) 692-1636
Madison CountySteve Garrison, Madison County Government(828) 649-5854
Transylvania CountySteve Pulliam, United Way of Transylvania County(828) 883-8822
Our Partners United Way’s 2-1-1 of WNC is a collaborative effort between the United Ways and county governments of Buncombe, Henderson, Madison and Transylvania Counties.
Underwriting In addition to funding provided by the partners listed above, we thank the following underwriting sponsors:
platinum gold
Progress EnergyBlue Ridge X-Ray
cover art: using 2-1-1 caller survey responses to the question “how did 2-1-1 help you?” we created this wordle. what’s a wordle? it is a weighted list in a visual design. survey results are fed into a program and the more often a word is mentioned in the survey the bigger it appears.
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