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211211 SaskatchewanSaskatchewanUnited WaysUnited Ways

MeetingMeetingJune 3June 3rdrd, 2006, 2006

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AgendaAgenda

What is 211

Saskatchewan Update

United Way of Canada – Centraide Canada

Discussion and Next Steps

211 211

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What is What is 211211?? Quick, easy link to community services:

to get help

to give help

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What is What is 211211?? Comprehensive

database

Up to 24/7

Trained I&R specialists

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Why Why 211211?? Maze of services hard to navigate

One entry point to find and give help

Easy to remember

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Why Why 211211? (cont’d)? (cont’d)

Infuses public consciousness Enhances access to services

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History History United StatesUnited States

Atlanta 1997 38 States 55% of Americans (165

Million) Cost Benefit $1.1

Billion over next 10 years

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History Canada

Partnership between United Way of Canada-Centraide Canada, Inform Canada, United Way of Greater Toronto and Community Information Toronto

Application to CRTC 2000 Approval 2001 Toronto Launch Spring 2001

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1st Canadian Sites Toronto 2002

Assisted nearly 1 million callers Edmonton 2004

98% of callers say they would call again Calgary 2005

20,000 callers first six months

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Other Canadian Communities

South Georgian Bay and Niagara Regions

British Columbia Nova Scotia Quebec City Manitoba

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211 Components211 Components

Governance and structure

Stakeholder relationships

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211 Component211 Component

Database

Call/contact center

Staffing and training

Technical

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211 Components211 Components

Fund raising Development Ongoing

Marketing Promotion/education Launch Ongoing

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Saskatchewan Update 2003 Community Stakeholder Meeting

2004 United Way of Saskatoon & United Way of Regina Situational Analysis Improved Access & Ease of Access More Appropriate referrals Majority wanted to be part of future

planning

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Saskatchewan Update 2005 Deloitte Feasibility Study

Commissioned Objectives

To define an optimal operating model Build a business case including cost/benefit

analysis Create a road map to implementation

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Saskatchewan Update Deloitte results

Benefits outweigh the cost Annual benefits from a low of $2.7 million to

a high of $15.6 million Save $1 million in agency time spent

responding to misdirected calls

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To provide additional analysis, a range of annual benefits was calculated. The total annual benefits range from $2.7 to 15.6 million

Benefit Name DescriptionAnnual Value

($ 000’s)Low High

Time Saved by 211 Users

Access to a single, easy to remember number with multilingual services saves users the time of making multiple phone calls to find appropriate services. 236 1,716

Misdirected Calls The availability of a simple, easy to remember number for community and social service information reduces the burden of agencies responding to mis-directed phone calls. 136 1,001

Volunteer Brokering People with time to volunteer can be more easily and more suitably matched with organizations in need of volunteers. 542 2,168

Inappropriate 911 Calls

A number of calls to 911 are considered non-emergency calls that could be more appropriately dealt with by 211, freeing up 911 resources for real emergencies. 122 785

24 Hour Access to 211

24 hour access is convenient for individuals with daytime obligations or seeking services when most agencies are closed. Providers are assured that clients receive some assistance after hours

74 215

Community Planning Tool

Data that is captured by 211 can be used by communities to map where services are provided and caller statistics can provide service demand information. This information can be used as a community planning tool.

15 75

Non-reimbursed Services to Gov’t

211 centres provide readily available infrastructure and services to provide ad hoc public service announcements or crisis assistance to governments free of charge 25 53

Optimization of I&R Service Delivery

A 211 system providing community and social service information will reduce the need for existing information & referral agencies allowing those resources to be focused on other value-added initiatives

8 90

Reduction in Employment

A number of factors affect unemployment including the ability of unemployed workers to gain access to programs and benefits designed to help them re/enter the workforce. 211 provides information and referrals that help workers re/enter the workforce.

1,555 10,876

Productive Enterprise A 211 system would develop and maintain assets such as data that can be leveraged in productive ways to generate income. 13 50

Total 2,725 15,551

All figures in $ Millions

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The one-time costs to launch a provincial 211 system are $173,250 not including the cost of staff to implement the launch

One-time costs total $173,250 under the high estimates primarily consist of physical infrastructure investments and technology purchases such as computer equipment, telecom equipment, etc.

Staffing costs in the first year range from $238,000 to $301,000.

Total first year costs total $406,940 to $554,550.The total costs can be lowered to $104,500 under

careful management and soliciting the community for donations in-kind

One-Time Set Up Costs

Total173

Website8Database

22Marketing25Call Centre

119

$0

$50

$100

$150

$200

Thou

sand

s

Cost Name DescriptionFirst Year Cost

($ 000’s)

Low High

Call Centre

One time set up costs for the call centre include AIRS accreditation, technology and equipment, supplies, furnishings, software and licenses

70 119

Website

The one time cost for the website is for a mass electronic data migration of the agency program records

5 8

DatabaseDatabase one time costs include production server, router and networking, equipment and software

15 22

Marketing

One time costs are budgeted for a public launch event and accompanying marketing collateral

15 25

Total 105 173

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Saskatchewan Update Results so far shared with

Provincial government ministers/mlas Provincial 911 Board PVSI Senior staff at SaskTel

United Ways in Saskatchewan

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Next Steps.. 211 Champions Resources dedicated over the next 6

months United Ways leadership

Letters of Support Local community conversations Local governments

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Discussion…