transitioning 2-1-1 for a sustainable future

Transitioning 2-1-1 for a Sustainable FutureToday’s Agenda:

• Introductions and Opening Remarks

• Transitioning to 2-1-1 for the Future and Our Opportunities on the Horizon

• State Directors on 211US engagement and support

• Disaster Planning

• Health Insurance Outreach and Enrollment

• Best Practices Sharing

211US-State Directors Meeting- June 2013

Introductions• 211US Committee Members

• United Way Worldwide Guests

• Other Guests


OPENING REMARKSTransitioning 2-1-1 for a Sustainable Future

211US Mission:

Excellent, Everywhere and Always


Transitioning 2-1-1 for a Sustainable Future

Making the concepts in the document Come Alive For Your State Organization

• Key Highlights of the Document

Small Group Work on Topic Areas, 20 minutes each station then switch.

Discussion: How should 211US and State Organization’s Memorandum of Understanding (MOU) be enhanced to include the next steps in our partnership?


Factoids 90% of Americans 243 Centers All 50 states, DC and PR

• 16 million calls, primarily basic needs

• 24 single-center states; 21 with central authority, multi-centers; 7 decentralized or mixed

• 49% operated by UW; 48% independent NP; 3% gov’t


Overarching Challenges

• Expectations: Consumers and funders expect multi-channel, 24-hour, high-quality service that provides cost-effective results.

• Changes in the human service delivery system demand a responsive 2-1-1 system with clear decision-making roles and authority at the national and state levels.

• The foreseeable political and economic climate demands a different approach than during the formative years of 2-1-1.


Resource and Capacity Challenges

• No system-wide network plan for long-term sustainability:o Individual system and statewide efforts to

diversify funding streams for 2-1-1 have improved.

o Significant variance in types and scale of funding support for each of the service lines within 2-1-1.


Resource and Capacity Challenges

• Unanswered Demand, Suppressed Demand: o Inability to broadly and consistently inform

consumers about the availability of 2-1-1. Insufficient resources. Being pushed beyond capacity.


System-Specific Challenges• Data and Telecommunications

o 2-1-1 risks obsolescence if national support is not prioritized.

o 2-1-1 not currently positioned to maintain or accelerate pace with changes in technology.

o Addressing data ‘threats’ and the need for comprehensive representation of 2-1-1.

• Quality assurance:o Inconsistent reviewso Compliance with AIRS standardso Impact on potential partnerships


211US Importance and Impact on the National System

• Drivers of the work:o 211US Steering Committee and Task Groupso State 211 Directors

• Partners in the work:o AIRSo United Way Worldwideo United Way Council of States


211US Importance and Impact on the National System

• Potential partners for Collaborative Outcomes:o Federal government agencieso National nonprofit organizationso Corporationso 2-1-1 Research Consortium


Transitioning to 2-1-1 for the Future and Our Opportunities

• Continuing and reinvigorating the core work:o Database, Telecommunications and Other

Technologieso Quality Assurance and Service Deliveryo Public Policy at the National and State Levelso National Disaster Response Infrastructure


Transitioning to 2-1-1 for the Future and Our Opportunities

• Developing a deeper, intentional focus:o Partnershipo Communications

• The ‘Transition’ moving forward:o Transition to More Effective Service Delivery

Modelso 211US as the Principal for the National 2-1-1

System


211US will engage in partnerships that result in the following outcomes:

• Improved service for consumers, with less “runaround” with duplicative 1-800 numbers, databases and outreach efforts;

• Government contracts to maximize public resources;• Fee-for-service business development opportunities;• New philanthropic and corporate funding to launch and

evaluate innovations;• Increased and appropriate media exposure and public

awareness; and • Peer-reviewed, academic research that explores all

aspects of 2-1-1 role in community information and referral and human service needs.


Goals by 2016• 100% of Americans will be able to reach 2-1-1 Services through

one or more channels of access, 24 hours a day.

• 20 million Americans will be connected with human services annually through 2-1-1 service.

• 100 million web visits.

• 2-1-1 mobile application has 500,000 downloads.


Service Objectives by 2016• 75% of contacts will be answered by nationally accredited centers.

• 25% growth in service delivery through new channels such as e-mail, text and web chat.

• Improved quality assurance metrics that are consistently applied and measured.

• Optimized effectiveness and efficiencies.

• Integrated telecommunications system for mobilization in catastrophic disasters.

• National Data Management System that extends the life cycle of caller / needs data and creates a sustainable funding mechanism.



Small Group DiscussionWhat is the role of the state or regional 2-1-1 in advancing the objectives of the transitioning document topic? What is best addressed nationally and locally? How should state and regional 2-1-1’s be engaged on the work?

Choose a group, discuss for 20 minutes and then switch to another group. Large group report out at the end.

Quality: Troy, Susan or Amy Partnerships: Lilian, Steve, Public Policy: Lori, Catherine, Terri Business Entity: Tom, Tanya


Report Out

What is the role of the state or regional 2-1-1 in advancing the objectives of the transitioning document topic?

What is best addressed nationally and locally?

How should state and regional 2-1-1’s be engaged on the work?


What Next for the 211US and State Organization’s MOU?

• History of MOU

• Discussion on High Level Elements to Include in the Next Generation MOU, based on what is needed nationally to advance the system.


211US Business

Task group chairs open, including State Director Task group

211US Steering Committee 2014 Nominating Process

Other???


Presentations• Disaster Planning: How and When to Build Support

Systems for Your State

AIRS Disaster Committee: Bill York, 2-1-1 San Diego, Tracy Hays, 2-1-1 United Way of Larimer County

• CMS Call Center Operations & Q&A Session

Patrick McIntyre, UWW, Director of Health, Frances Harmatuk, Senior Technical Advisor, Call Center Operations Group at CMS


2-1-1 Statewide and Regional Best Practices

• Review Best Practices Document that will be shared at the 211 Assembly (Tuesday, June 4 8:30am - noon). Time to promote your statewide ideas and obtain buy in from the local 211s.

• Share in small groups, best practices you have implemented or are considering. 15 minutes and then regroup.

211US Steering Committee Members (executive committee* and task group leaders in bold)

Terri Axelson, Executive Director, Centerpoint Community Services/Louisiana 2-1-1 (LA)*Dave Bartek (SC Chair), 211 Director, United Way for Southeastern Michigan (MI)Tanya Barrett, Senior Vice President, United Way of Connecticut 2-1-1 (CT)Amy Bosworth (Communications), 211 Director, United Way of Salt Lake (UT)Lisa Clark, 2-1-1 Manager, Brown County United Way (WI)*Lilian Coral, Director, 211 California (CA)Catherine Dunning, CEO, Community Information and Referral Services/2-1-1 Arizona (AZ)Susan Gemmel, 211 Director, Crisis Clinic (WA)Doug Goodwin (Technology), Information Sys Dir, United Way of Central Alabama (AL)Troy Hammond, COO, 211 Info, Portland (OR)Frank Isaza (Quality), Program Director, 2-1-1 Broward (FL)Lori Linstead (State Directors), State Director, 211 Oklahoma (OK)*Laura Zink Marx, Executive Director, NJ 2-1-1 Partnership (NJ)*Mary Ellen Mendl (Disaster), Director, Vermont 2-1-1 (VT)*Lucinda Nord (Public Policy), Vice President, Indiana Association of United Ways (IN)Tom Page, Independent Consultant (MD)Kelsey Piechocki, Senior VP, United Way of Northern Nevada and the Sierra (NV)Suzanne Puryear, President, The Planning Council (VA)Jeff Vance, Senior Vice President, United Way of San Antonio & Bexar County (TX)Steve Wertheim (Partnerships), 2-1-1 United Way of Northeast Ohio (OH)


4 ways to be involved in 211US

1. Stay informed (email, webinars, 2-1-1 Assembly at AIRS Conference)

2. Participate in surveys and provide feedback

3. Commit to advancing a universal, high quality network

4. Join a Task Group or Task Group activities (i.e. Mystery Call Project)


What can every 2-1-1 do?Within your 2-1-1 Center

• Discuss status, challenges and opportunities with your board and staff

• Drive quality and consistency every day

Within your state • Accelerate “Elements of a State System”• Foster key relationships


transitioning 2-1-1 for a sustainable future

Documents

state directors group

new business plan

state directors meetings

us engagement

initial business plan

horizonstate directors

new focus

us members