2019 4th quarter october- december€¦ · quarter 3 2018 quarter 4 text 90 122 0 emails 110 109 0...
TRANSCRIPT
![Page 1: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/1.jpg)
2019 4th Quarter October- December
![Page 2: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/2.jpg)
OVERVIEW OF QUARTERLY FINDINGS
• This quarter, we have noticed a slight increase in overall call
volume. There was an increase in email and chat inquiries. Web
inquiry tracking is temporarily unavailable.
• The top request this quarter was Electric Service Payment Assistance
at 22.9% of the total referrals given. Food Pantries are still one of the
top three requested services.
• Rent Payment assistance was the top unmet need for the quarter
followed by Electric Service Payment Assistance and Thanksgiving
baskets.
Quarterly Report – 2019 4th Quarter
![Page 3: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/3.jpg)
2-1-1 INQUIRIES
3
0
20,000
40,000
2019Quarter 4
2019Quarter 3
2018Quarter 4
Text 90 122 0
Emails 110 109 0
Chats 360 241 321
Web Inquiries 0 0 0
Calls 25,901 23,595 28,654
Nu
mb
er
of
co
nta
cts
Quarterly Report – 2019 4th Quarter
![Page 4: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/4.jpg)
TOP 5 REQUESTS
4
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
ElectricService
PaymentAssistance
Informationrequest
Food Pantries Gas ServicePayment
Assistance
CommunityShelters
4,1393,599
2,662 2,191 1,827
155
1360
60
Referred Services Unmet¹
¹An unmet need is a need for which an appropriate referral cannot be provided for a caller at the time of original call.
Quarterly Report – 2019 4th Quarter
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Employment Status
5
0%
20%
40%
60%
80%
100%
2019 Quarter 4
37%
33%
23%
5%
1%
Refused To Answer
Retired
Unemployed
Employed
Disabled
Quarterly Report – 2019 4th Quarter
![Page 6: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/6.jpg)
TOP UNMET NEEDS & REASONS
6
0
50
100
150
200
250
300
350
Rent PaymentAssistance
Electric Service PaymentAssistance
Thanksgiving Baskets
4417
13723
14
2
283
122
No Immediate Resource Client refused Caller Ineligible
Quarterly Report – 2019 4th Quarter
![Page 7: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/7.jpg)
TOP 10 REFERRED SERVICES
7 Quarterly Report – 2019 4th Quarter
TOTAL UWSEM 2-1-1 REGION
# of Requests % of Total
# of Referrals
Provided
1 Electric Service Payment Assistance 4139 22.9% 6904
2 Food Pantries 2662 14.7% 8423
3 Gas Payment Assistance 2191 12.1% 3343
4 Community Shelters 1827 10.1% 4161
5 Rent Payment Assistance 1805 10.0% 2350
6 Holiday Gift/Toys 1275 7.1% 1573
7 Housing Search Assistance 1163 6.4% 1496
8 Undesignated Temporary Financial Assistance 1140 6.3% 1398
9 Low Income/Subsidized Private Rental Housing 952 5.3% 2278
10General Clothing Provision 906 5.0% 2280
![Page 8: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/8.jpg)
TOP 10 REFERRED SERVICES
8 Quarterly Report – 2019 4th Quarter
WAYNE COUNTY
# of
Requests % of Total
# of Referrals
Provided
1Electric Service Payment
Assistance 3308 25.3% 5529
2 Food Pantries 1857 14.2% 5833
3Gas Service Payment
Assistance 1827 14.0% 2811
4 Community Shelters 1197 9.2% 2763
5 Rent Payment Assistance 973 7.4% 948
6 Holiday Gifts/Toys 931 7.1% 1152
7 Housing Search Assistance 868 6.6% 1157
8Undesignated Temporary Financial
Assistance 753 5.8% 889
9Low Income/Subsidized Private
Rental Housing 684 5.2% 1794
10 General Clothing Provision 669 5.1% 1693
OAKLAND COUNTY
# of
Requests % of Total
# of Referrals
Provided
1 Community Shelters 321 17.9% 619
2 Rent Payment Assistance 313 17.4% 523
3Electric Service Payment
Assistance263 14.6% 434
4 Food Pantries 247 13.8% 739
5 Housing Search Assistance 135 7.5% 152
6Undesignated Temporary Financial
Assistance 127 7.1% 176
7 Gas Service Payment Assistance 125 7.0% 191
8Low Income/Subsidized Private Rental
Housing104 5.8% 161
9 Transitional Housing/Shelter 88 4.9% 135
10 General Clothing Provision 73 4.1% 171
![Page 9: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/9.jpg)
TOP 10 REFERRED SERVICES
9 Quarterly Report – 2019 4th Quarter
MACOMB COUNTY
# of Requests % of Total # of Referrals
Provided
1 Food Pantries 471 19.0% 1571
2 Rent Payment Assistance 381 15.4% 677
3Electric Service Payment
Assistance362 14.6% 601
4 Community Shelters 307 12.4% 533
5 Holiday Gits/Toys 200 8.1% 228
6Undesignated Temporary Financial
Assistance
187 7.5% 221
7 Housing Search Assistance 180 7.3% 182
8 Gas Service Payment Assistance 140 5.6% 196
9 General Clothing Provision 130 5.2% 320
10Low Income/Subsidized Private
Rental Hosing
93 3.9%203
WASHTENAW COUNTY
# of Requests % of Total # of Referrals
Provided
1Electric Service Payment
Assistance146 19.6% 234
2 Community Shelters 129 17.3% 189
3 Rent Payment Assistance 98 13.1% 133
4 Gas Service Payment Assistance 78 10.5% 117
5 Food Pantries 68 9.1% 211
6Emergency Shelters
Clearinghouses61 8.2% 61
7Undesignated Temporary Financial
Assistance54 7.2% 85
8 Holiday Gifts/Toys 40 5.4% 64
9Low Income/Subsidized Private
Rental Housing39 5.2% 89
10 General Clothing Provision 33 4.4% 87
![Page 10: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/10.jpg)
TOP 10 REFERRED SERVICES
10 Quarterly Report – 2019 4th Quarter
MONROE COUNTY
# of Requests % of Total # of Referrals
Provided
1Electric Service Payment
Assistance41 22.7% 64
2 Rent Payment Assistance 32 17.7% 45
3 Community Shelters 32 17.7% 39
4 Food Pantries 17 9.4% 41
5Undesignated Temporary
Financial 16 8.8% 20
6 Gas Service Payment Assistance 12 6.6% 16
7 Holiday Gifts/Toys 10 5.5% 8
8 Low Income/Subsidized Private
Rental Housing
9 5.0% 22
9Home Maintenance and Minor
Repair Services
7 3.9% 12
10Home Rental Listings
5 2.8% 9
LAPEER COUNTY
# of Requests % of Total # of Referrals
Provided
1Electric Service Payment Assistance
23 28.8% 29
2 Food Pantries 12 15.0% 27
3Gas Service Payment
Assistance11 13.8% 12
4 Rent Payment Assistance 7 8.8% 15
5 Undesignated Temporary
Financial Assistance6 7.5% 7
6Heating Fuel Payment
Assistance5 6.3% 10
7Low Income/Subsidized
Private Rental Housing5 6.3% 10
8 Christmas Baskets 4 5.0% 14
9 Mortgage Payment Assistance 4 5.0% 7
10 Home Rehabilitation Grants 3 3.8% 7
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TOP 10 REFERRED AGENCIES
11 Quarterly Report – 2019 4th Quarter
TOTAL UWSEM 2-1-1 REGION
CountPercent ofSix County
Total
1 MICHIGAN DEPARTMENT OF HEALTH AND HUMAN SERVICES 5,689 23.8%
2 SALVATION ARMY (THE) – EASTERN MICHIGAN DIVISION 5,200 21.7%
3 UNITED WAY FOR SOUTHEASTERN MICHIGAN 3,354 14.0%
4 WAYNE METROPOLITAN COMMUNITY ACTION AGENCY 1852 7.7%
5 CROSSROADS OF MICHIGAN 1735 7.3%
6 MICHIGAN STATE HOUSING DEVELOPMENT AUTHORITY 1656 6.9%
7 SOCIETY OF SAINT VINCENT DE PAUL IN THE ARCHDIOCSE OF DETROIT 1528 6.4%
8 DETROIT RESCUE MISSION MINISTRIES 1120 4.7%
9 MARINE TOYS FOR TOTS FOUNDATION 916 3.8%
10 BLACK FAMILY DEVELOPMENT 875 3.7%
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WAYNE SUMMARY
12 Quarterly Report 2019 4th Quarter
40%
32%
23%
4% 1%
Employment Status
Disabled
Employed
Unemployed
Retired
Refused to Answer
Electric ServicePayment
Assistance
InformationRequest
Food Pantries Gas ServicePayment
Assistance
CommunityShelters
3,3082,301 1,857 1,827
1,197
118
8 4622
Top 5 Needs
Met Unmet
244119 94
Rent Payment Assistance Electric Service PaymentAssistance
Thanksgiving Baskets
Top Unmet Needs
18,47815,862
20,190
2019 Q4 2019 Q3 2018 Q4
Wayne Calls Handled
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OAKLAND SUMMARY
13 Quarterly Report 2019 4th Quarter
33%
38%
23%
5%1%
Employment Status
Employed
Disabled
Unemployed
Retired
Refused to Answer
321 313 282 263 247
12 518 1
Top 5 NeedsMet Unmet
51
14 10
Rent Payment Assistance Holiday Gifts/Toys Community Shelters
Top Unmet Needs
2,710 2,951 3,263
2019 Q4 2019 Q3 2018 Q4
Oakland Calls Handled
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MACOMB SUMMARY
14 Quarterly Report 2019 4th Quarter
36%
35%
23%
4%1%%
Employment Status
Disabled
Employed
Unemployed
Retired
Refused to Answer
471 381 362 307 260
4 42 1312
Top 5 Needs
Met Unmet
4330
23
Rent PaymentAssistance
Thanksgiving Baskets Holiday Gifts/Toys
Top Unmet Needs
3,190 3,2193,263
2019 Q4 2019 Q3 2018 Q4
Macomb Calls Handled
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WASHTENAW SUMMARY
15 Quarterly Report 2019 4th Quarter
35%
37%
23%
4%1%
Employment Status
Employed
Disabled
Unemployed
Retired
Refused to Answer
146 129 121 98 78
1110
143
Top 5 NeedsMet Unmet
1411 10
Rent Paymenet Assistance Electic Service PaymentAssistance
Community Shelter
Top Unmet Needs
1,089 951 1,477
2019 Q4 2019 Q3 2018 Q4
Washtenaw Calls Handled
![Page 16: 2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0 Chats 360 241 321 Web Inquiries 0 0 0 Calls 25,901 23,595 28,654 ts Quarterly Report](https://reader033.vdocument.in/reader033/viewer/2022060404/5f0ec8987e708231d440eb00/html5/thumbnails/16.jpg)
MONROE SUMMARY
16 Quarterly Report 2019 4th Quarter
36%
34%
20%
7%2%
Employment Status
Disabled
Employed
Unemployed
Retired
Refused to Answer
41 32 3220 17
2
4 5
Top 5 Needs
Met Unmet
5 4 4
Rent Payment Assistance Community Shelters Holiday Gifts/Toys
Top Unmet Needs
257 245320
2019 Q4 2019 Q3 2018 Q4
Monroe Calls Handled
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LAPEER SUMMARY
17 Quarterly Report 2019 4th Quarter
22%
44%
30%
4%
Employment Status
Unemployed
Disabled
Employed
Retired
Refused to Answer
2313 12 11 8
3
Top 5 NeedsMet Unmet
32
1
Electric Service PaymentAssistance
Rental Deposit Assistance Furnances
Top Unmet Needs
116 124143
2019 Q4 2019 Q3 2018 Q4
Lapeer Calls Handled
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2-1-1 CALLER SATISFACTION SCORES
18 Quarterly Report – 2019 4th Quarter
1 2 3 4 5 6 7 8 9 10
Likely to refer others to 2-1-1
Level of satisfaction with 2-1-1 representative
8.4
9.5
Average Score
Very Dissatisfied Very SatisfiedSatisfiedNeutralDissatisfied
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UNITED WAY 2-1-1 PRIMARY PARTNERS
19
▪ United Way for Southeastern Michigan
▪ United Way of Lapeer County
▪ United Way of Monroe County
▪ United Way of Washtenaw County
▪ Michigan 211
▪ Macomb Crisis Center
▪ Common Ground
▪ Neighborhood Service Organization
▪ U of M Psychiatric Emergency Service
▪ Lapeer County Community Mental Health
▪ Gryphon Place
Quarterly Report – 2019 4th Quarter
For additional information on this report, contact:
Tasha Ball, 2-1-1 Call Center Supervisor [email protected] (313-226-9307)