211 by hisU558


A presentation by the
            What is 211?

211 is a national, toll-free, three-digit phone
number like 911 but for information about
health and human services. It enables people to
find out about vital resources in their
community quickly and easily.
   Current “N11” Numbers

111—Not Applicable   211—Information      311—Local
                     and Referral         Government Services

411—Directory        511—Transportation   611—Telephone
Assistance                                Service and Repair

711—Hearing          811—Telephone        911—Emergency
Impaired             Business Office      Police/Fire/Medical
               Who do you call?
Help, my                            I need a
                                                    My child has a
  house            My car was     day program
                   broken into!       for my
is on fire!                       aging parent

Police/Fire/           Police
 Medical               Non-
Emergency            emergency
    911                 311

         Fire         Police          Area Agency
                                                        Teen Al Anon
      Department     Or Sheriff         on Aging
  211 Benefits Individuals
• 211 is easy to remember and use.

• 211 eliminates guessing and wrong numbers.

• Studies show that people seeking services call
  7 to 8 agencies before finding the right one.

• Without 211, many people give up and never
  get the help they need.
    211 Benefits Agencies

• Currently, agencies answer many calls that
  belong elsewhere; 211 frees agencies to
  concentrate on their core competencies.

• 211 is a collaborative effort that facilitates
  partnerships between agencies.
  211 Benefits the System
• The whole health and human services system
  functions more efficiently and effectively.

• New 800 numbers aren’t necessary for
  emerging needs because 211 already exists.

• 211 relieves 911 call volume, allowing for
  faster response to real emergencies and
  significant cost savings.
            211 After 9/11

• In Connecticut, which had 211 before 9/11,
  95% of all calls for mental health counseling,
  volunteering, and donations went to 211.

• In New York, with no 211 service, 400 hotline
  numbers were activated, creating confusion
  and frustration.
                              Without 211
 I can’t pay          My child is            I want to         I need to find        I want to
   my rent            on drugs              kill myself           childcare          volunteer

                       We can’t                                        Please call
                       help with                                       back when
                         that                                          we’re open

                                       I’ll try to         We only
                                    transfer you to       do senior
                                      an agency            daycare
                                     who can help

Why did
you call
  us?                                                                                I’m not sure
                                                                                     who you can
           I don’t know,                                   We don’t                      call.
           please hold.                                   serve your
                           With 211
I can’t pay       My child is        I want to      I need to find       I want to
  my rent         on drugs          kill myself        childcare         volunteer

   211, how may
    I help you?
                                 211                            Yes, I can
                                                             connect you with
                                                              someone who
                                                               can help…

    Drug                          Rental           Child Care         Suicide
Rehabilitation    Volunteer
                                Assistance         Resource          Prevention
   Center          Center
                                 Program          And Referral         Hotline
     A Brief History of 211
• 1997: 211 starts in greater Atlanta.
• 1998: 211 starts statewide in Connecticut.
• July 2000: FCC approves 211 nationwide.
• Feb. 2003: PUC approves 211 for California.
• Feb. 2004: Crisis Center receives PUC
  approval to operate 211 in Contra Costa.
• June 2005: 31 states and Washington D.C.
  have 211 (110 million Americans).
        211 Serves 110 Million Americans in 31 States
                            MT                                                                        ME
                                        ND        MN
        OR                                                                                                   NH
                                                             WI                                        MA
                  ID                   SD                               MI                  NY
                                                   IA                                  PA               CT
             NV                         NE                                                        NJ
                                                                             OH                        MD
                                                              IL       IN                               DE
                       UT         CO                                              WV
   CA                                                                                  VA             DC
                                            KS         MO

                                             OK                        TN               NC
                                 NM                                    AL                        SC
                                                        LA                       GA
   HI                                                                             FL

                                                      operational
                                                      in negotiation phase
                                                      in collaboration phase
                                                      in initial phase

January 9, 2003
          211 Standards
• Service is provided according to professional
  standards for information and referral.
• 211 provider has a local presence and support
  from local stakeholders.
• 211 provider operates 24-7 and offers multi-
  lingual access and TTD/TTY.
• 211 provider can coordinate effectively with
  local and state disaster responders.
     211 Operations Issues
•   Who calls?
•   What do callers need?
•   Who will answer the calls?
•   How many calls will there be?
•   How much will it cost?
•   How much will it save?
•   How will it be funded?
         Who Calls 211?
• Laid-off workers struggling to feed their
• The adult child of an elderly parent who’s
  trying to find programs to keep his or her
  parent at home.
• Parents looking for counseling or substance
  abuse programs for their teenage children.
• People who want to volunteer.
   What Do Callers Need?
• Basic needs: food, shelter, utility assistance.
• Health care: crisis intervention, medical care,
  counseling, drug and alcohol treatment.
• Work support: job training, financial
  assistance, transportation, education.
• Senior services: adult day care, home health,
  meals on wheels.
• Family support: child care, after-school
  services, protective services.
    Who Will Answer 211?
The Contra Costa Crisis Center will be the 211
call center in Contra Contra Costa County in
collaboration with:

•County and city governments.
•Community-based organizations.
•Local hospitals and libraries.
       Contra Costa CORD
CORD (County Online Resource Database) has
up-to-date information on 2,500 services. It:

•   Conforms with national database standards.
•   Is managed by the Crisis Center.
•   Is funded by the County and First 5.
•   Is free to everyone at www.cccord.org
•   Will be the backbone of 211 in Contra Costa.
   How Many Local Calls?
• Depends on marketing.
• First year: estimated 5% of the population
  (50,000 people in Contra Costa) will call.
• Once established: 10% of the population
  (100,000 people) will call annually.
• Average call: 6 to 8 minutes.
       What Is the Cost?
In Contra Costa County, $450,000 in new
funding is needed for:
• Personnel (7 FTEs).
• Phone (switching and call costs).
• Equipment, marketing, occupancy, etc.
       What Will 211 Save?
A study by the University of Nebraska projects
savings of $4.5 to $10 million per year for a
population of 1 million people because:

•   911 calls are reduced.
•   Overlapping I&R costs are reduced.
•   People make one call for multiple referrals.
•   Agencies don’t answer misdirected calls.
•   Community planning is improved.
         Who Funds 211?
In most areas, 50 percent or more of 211 funding
comes from government. Atlanta is an exception.
• Atlanta: United Way.
• Connecticut: State, United Way, other.
• Texas: 50% government; 50% local.
• Iowa: phone surcharge like 911.
• Contra Costa: ?
What the Community Gets
• Consistent, high-quality service to all county

• Information and referral specialists who
  route the call to the right agency the first

• Greater citizen satisfaction with government.
       How You Can Help
• Support 211 planning efforts.

• Support consideration of 211 in the FY
  2005-06 budget process.

• Tell others about 211.
  For More Information
National Association of Information and
     Referral Services: www.211.org

California Association of Information and
      Referral Services: www.cairs.org

      Contra Costa Crisis Center:

To top