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2011 Needs & Trends Report

Central East Ontario


Š 2012 Community Connection. All rights reserved. This report is published on an annual basis and is part of Community Connection’s Evaluation Plan. Information in this report may not be reproduced or redistributed in any manner whatsoever without prior permission from Community Connection. Community Connection 275 First Street, Box 683 Collingwood, Ontario L9Y 4E8 705.444.0040 211@CommunityConnection.ca Community Connection tracks calls for statistical purposes only. It does not collect information on the identity of callers. 211 Central East Ontario is supported by:


Central East Ontario 2011 Needs & Trends Report

Serving Central East Ontario since 2005

Parry Sound launch in 2011 Completed Service Expansion in Central East Ontario

176,052 Calls Answered Since launching in 2005

246,000+ Referrals Made Since launching in 2005

185% Increase in Annual Calls Since Launching in 2005 Š 2012 Community Connection – communityconnection.ca

2011 Infographic #1


Central East Ontario 2011 Needs & Trends Report

52,092 Calls in 2011

38%

11,981

Increase over 2010

1st Time Callers Social Media 7%

Family & Friends 21%

TV & Radio 4%

Agency 27%

Pamphlets & Posters 21%

Phone book 14% Internet 4% Newspaper 2%

How 1st Time Callers Heard About 211

Call Answer Time

33 seconds

96% Call Answer Rate

2011 Outreach & Awareness Activities: 47 information kits distributed across the region containing 13,000+ pieces of promo material. 32 formal presentations to 963 volunteers & staff of clubs, agencies, networks & coalitions. 22 information booths at community events, info fairs & parent teacher nights reached 2,515 people.

47 32 22 6

6 agency cross training activities were held with 50 staff. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #2


Central East Ontario 2011 Needs & Trends Report

Age of People Who Called

Age of People They Called For

Child 0-6 yrs

Child 7-12 yrs

Youth 13-21 yrs

Adult 22-35 yrs

Adult 36-54 yrs

Adult 55+ yrs

0%

0%

1%

31%

53%

15%

2%

4%

10%

18%

18%

48%

Caller Income 32.8% Retirement Pension 24.5% Ontario Works 19.9% Employed 13.7% Ontario Disability Assistance 4.9% No Income 3.1% Employment Insurance

Who they called for

0.7% WSIB – Worker’s Compensation 0.4% Ontario Student Assistance Program

© 2012 Community Connection – communityconnection.ca

2011 Infographic #3


Central East Ontario 2011 Needs & Trends Report

Call Outcomes

25,852 22,110

Callers Received Information •No referral(s) provided •Callers requested specific information

Callers Received Information & Referral(s) •Callers presented questions or problems •Information & referral(s) to services were provided

Callers Received Assistance – No Referral

3,825

•No referral(s) required •Listening, problem solving offered

Callers Received Advocacy Support

139

•Callers requested assistance to connect with referrals •Assisted transfers to referral(s) was provided

Callers Received Crisis Intervention •Callers experiencing crisis or psychiatric emergency •Assisted transfer to specialized crisis lines or response services provided

24

Callers Received Follow Up

21

•Callers required immediate services & assurance that contact was made •Follow up calls were made to ensure needs were met

Bruce & Grey Counties

Callers seeking

energy assistance

420 Intakes for

97 Referrals to

Winter Warmth

Additional services

1,338 Calls for Christmas Assistance 513 Intakes

192 Referrals © 2012 Community Connection – communityconnection.ca

Depleted Funds Affected 40 Households

294 Intakes for Bruce/Grey Backpack Program 2011 Infographic #4


Central East Ontario 2011 Needs & Trends Report

What 252 Surveyed Callers Said

99%

99%

Understood Information Provided

Will Call Again

100% Will recommend 211 to others

Measuring Impact

93% Followed up on referrals

94% Received the help needed

Unmet Needs & Service Gaps Unmet Needs Are a Result of:

    

Affordability Eligibility Transportation Wait Lists Accessibility

Š 2012 Community Connection – communityconnection.ca

2011 Infographic #5


Central East Ontario 2011 Needs & Trends Report

Number of Calls by County/District - 2,041 - 5,594 - 158 - 2,372 - 929 - 1,979 - 1,496 - 386 - 1,175 - 1,820 - 32,545 - 1,597

Why They Called 14.3% Financial Assistance

5.8% Legal Assistance

12.9% Housing/Utilities

5.5% Mental Health & Addictions

12.7% Government (all levels)

5.1% Food & Meals

11,1% Health Services

4,1% Recreation

7.6% Volunteering/Donations

3.9% Home Supports

Š 2012 Community Connection – communityconnection.ca

2011 Infographic #6


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

Bruce County 2500

2009

Annual Call Volume Growth 2000

211 Service Launched

1500 1000

66,102

500

Population

0 2009

2010

2011

2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 36.5% Housing & Utilities 22.2% Financial Assistance 12.8% Volunteer/Donations 5.8% Government (all levels) 4.8% Food & Meals Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #7


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

Grey County 6,000 5,000

2009

Annual Call Volume Growth

211 Service Launched

4,000 3,000 2,000

92,568

1,000

Population

0 2009

2010

2011

2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 31.1% Housing & Utilities 21.2% Financial Assistance 18.3% Government (all levels) 5.6% Health Services 5.0% Food & Meals Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #8


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

Haliburton County 200 180

2009

Annual Call Volume

160

211 Service Launched

140 120 100 80 60

17,026

40 20

Population

0 2009

2010

2011

2011 Top Five Caller Needs 21.3% Housing & Utilities

2011 Unmet Needs/Service Gaps

19.7% Financial Assistance 19.7% Government (all levels) 11.5% Recreation 6.6% Environment Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #9


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

Huron County 3,000 2,500

2010

Annual Call Volume Growth

211 Service Launched

2,000 1,500 1,000

59,100

500

Population

0 2010

2011

2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 58.4% Volunteer/Donations 7.3% Housing & Utilities 7.0% Government (all levels) 6.2% Financial Assistance 5.2% Consumer Services Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #10


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

City of Kawartha Lakes 1,000 900

Annual Call Volume Growth

2009

800 700

211 Service Launched

600 500 400 300

73,214

200 100

Population

0 2009

2010

2011

2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 23.4% Government (all levels) 16.3% Financial Assistance 11.0% Housing & Utilities 9.9% Legal Assistance 9.6% Health Services Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #11


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

District of Muskoka 2500

2008

Annual Call Volume Growth 2000

211 Service Launched

1500 1000

58,047

500

Population

0 2008

2009

2010

2011

2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 16.9% Health Services 14.2% Home Supports 13.3% Government (all levels) 8.8% Housing & Utilities 8.4% Transportation Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #12


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

Northumberland County 2,000 1,800

Annual Call Volume

2009

1,600

211 Service Launched

1,400 1,200 1,000 800 600

82,126

400 200

Population

0 2009

2010

2011

2011 Top Five Caller Needs 18.7% Government (all levels)

2011 Unmet Needs/Service Gaps

14.3% Housing & Utilities 12.2% Financial Assistance 9.9% Health Services 6.8% Legal Assistance Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #13


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

District of Parry Sound 250 200

2011

Annual Call Volume Growth

211 Service Launched

150 100

42,162

50 0 Jan-Mar

Apr-Jun

Jul-Sep

Oct-Dec

Population

2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 22.1% Financial Assistance 21.0% Housing & Utilities 14.8% Government (all levels) 9.7% Food & Meals 9.1% Home Supports Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #14


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

Perth County 1,400 1,200

Annual Call Volume Growth

2010

1,000

211 Service Launched

800 600 400

75,122

200

Population

0 2010

2011

2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 18% Housing & Utilities 17.1% Volunteer/Donations 9.8% Government (all levels) 9.8% Health Services 9% Financial Assistance Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #15


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

Peterborough County 2,000 1,800

Annual Call Volume Growth

2009

1,600

211 Service Launched

1,400 1,200 1,000 800 600

134,933

400 200

Population

0 2009

2010

2011

2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 18.3% Government (all levels) 13.6% Health Services 9.9% Housing & Utilities 8.6% Financial Assistance 7.7% Mental Health & Addictions Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #16


Central East Ontario 2011 Needs & Trends Report

Central East Counties/Districts

Simcoe County 35,000 30,000

Annual Call Volume Growth

2005 211 Service Launched

25,000 20,000 15,000

5,000

446,063

0

Population

10,000

2006

2007

2008

2009

2010

2011

2011 Top Five Caller Needs 2011 Unmet Needs/Service Gaps 14.5% Financial Assistance 13.7% Government (all levels) 13.2% Health Services 9.0 Housing & Utilities 6.7% Legal Assistance Unmet needs are typically a result of affordability, eligibility, accessibility, or wait lists. Š 2012 Community Connection – communityconnection.ca

2011 Infographic #17


211 is here to help 211 is a three-digit phone number and website that provides information and referral to community and social services in Ontario. Our Certified Information and Referral Specialists are caring, understanding and knowledgeable, and pride themselves on their ability to connect you with the services you need. When you don't know where to turn, call 211 With information on more than 56,000 agencies and services, we can help you find the answers you need, quickly and easily. Our phone service is open 24 hours a day, every day of the year, and is available in more than 150 languages. Find the information you need at www.211ontario.ca If you need help finding the services that are right for you, visit www.211ontario.ca for a directory of more than 56,000 agencies and services in Ontario. Our easy-to-use website is fully searchable, updated frequently and is available in both English and French versions.

2011 211 central east ontario needs & trends report  

211 is a free 24/7 helpline that helps people find services in their community.

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