Page 1

2-1-1 Tampa Bay Cares - Annual Report October 2011 - September 2012

Creating Connections Between People and Resources

A Message from our Executive Director and Board Chair To Our Community: Every hour of every day, hundreds of people are in need of essential human services. They are looking for employment, food for their family, help for an aging parent, addiction prevention programs for their teenage children, a place to stay for the night, affordable child care options, support groups and ways of becoming part of their community. Faced with a dramatic increase in the number of needs in our community, people often don't know where to turn. In many cases, people find it frustrating and confusing to access community information and end up going without these necessary services because they don’t know where to start. 2-1-1 Tampa Bay Cares, Inc. mission is “Creating Connections Between People and Resources�. We provide critical connections to those support programs that facilitate access to crisis intervention, information and services. We accomplish this by using enhanced means of technologies as the primary vehicle for delivering that access, and optimize the effectiveness of our community's resources by sustaining a web of connections to meet needs and contribute to positive social change. This annual report provides an overview of our programs and services provided to our community this past year. It also provides organizational highlights such as our recent move to our new location, our financials, our funders, our Board members and staff. We also are pleased to share with you that 92 cents of every dollar is used for direct program support. We are so thankful to our financial supporters, volunteers, Board members and staff who lent their support to help 2-1-1 Tampa Bay Cares, Inc. achieve its mission this past year. It is their commitment and dedication to 2-1-1 and our community that make it possible to achieve such success! We thank you for your interest in learning more about 2-1-1 Tampa Bay Cares, Inc. and encourage you to continue to be informed and involved. We look forward to working with you in supporting the community and its citizens in a positive and rewarding manner. Thank you!

Micki Thompson Executive Director

Marion Rich Chair, Board of Directors

2-1-1 Celebrating Our New Home

2-1-1 Tampa Bay Cares, Inc. moved to a new location in May of 2012. In September 2012 we were so pleased to share our enthusiasm of our new location with local businesses, sponsors, elected officials and partner organizations that came out to help us celebrate. At the Open House, utilizing interactive stations, attendees were able to participate in two Official Ribbon Cutting ceremonies, one with the St. Petersburg Area Chamber of Commerce and one with the Clearwater Regional Chamber of Commerce. Open House guests toured our Contact Center, participated in our live tweeting, networked with our Board and staff, and sampled hands-on our new and exciting technologies such as our 2-1-1 mobile app.

Special Awards

2012 Pinellas County Schools Community Partnership Award

We were thrilled to see that many of our supporters, funders and non-profit partners that provide direct services to our community were on hand to celebrate our new location, and realize the efforts that we have made together to help people in our community live healthy and sustainable lives. 2012 United Way of Hernando County Partnership Award

Pictured left to right: Debb Pauley (Board Secretary); Marion Rich (Board Chair); Chief Deputy George Steffen (former Board Vice Chair); Bonnie Bollenback (Board Member); Martha Lenderman (Board Vice Chair); Micki Thompson (Executive Director); Jim Lehrburger (Treasurer); Grant Petersen (Board Member)

2-1-1 Program Highlights

Accredited by: Alliance of Information & Referral Systems (AIRS)

2-1-1 Program 2-1-1 Tampa Bay Cares, Inc. provides the only free, confidential, multi-lingual, 24-hour dialing code – 2-1-1 - for access to community information, services and resources for the residents of Pinellas and Hernando Counties. 2-1-1 provides one memorable number that connects individuals, families and employees to information about critical health and human services available in their community for every day needs and in times of crisis. 2-1-1 provides a one-stop service for this vital information and enables people to get assistance before they give up by providing someone to talk to and someone to listen.

American Association of Suicidology (AAS)

2-1-1 provides a central source for community, health and disaster information and referral line. In this last fiscal year (Oct. 1, 2011 - Sept. 30, 2012), our highly trained 2-1-1 contact center staff handled 97,961 calls (76,342 inbound & 20,330 outbound follow-up), e-mails (798) and live on-line chats (491) from local residents seeking assistance. The types of 2-1-1 contact requests by percentage include:

Certified by: FL Department of Children & Families (DCF) Substance Abuse Prevention and Florida Council Against Sexual Violence

         

55% housing, food and financial assistance; 11% holiday assistance and requests to volunteer and donate at local community agencies and programs; 8% community and neighborhood centers; 7% physical health care; 6% mental health and substance abuse; 5% legal services; 5% employment and public assistance; 2% tax assistance, credit counseling and money management; 1% other. Over 836 of these calls were suicide prevention related and 529 were sexual assault related, requiring intensive support and in some instances life-saving assistance. 49.6% of calls benefit children and of those calls 40% include a child under 5 years old.

2-1-1 Program Highlights

Contact 2-1-1 for Information on          

Support for children, youth and families Support for military families and veterans Medical and mental health services Disaster recovery assistance Support for seniors and persons with disabilities Financial assistance Mentoring and tutoring Free tax preparation sites Volunteering and donating Child care information

Connect with 2-1-1 

By phone

Via live chat at  Email us at 

2-1-1 Program Highlights

“I would like to thank the 2-1-1 Family Services Team and whoever is involved for helping my family. This program is truly a blessing for me and to those who rely on programs like this. I can only hope that a program like this continues to help those who need it. Thanks again!” --Stacey

“I am so very grateful to 2-1-1 for your help and persistence. I will be referring your services to anyone I know that is in need of help. Thank you very much!” --Rachel

Family Services Initiative The 2-1-1 Family Services Team is part of the 2-1-1 Contact Center for Pinellas residents and serves as an entry point for family member assistance calls to be screened. The screening is to determine the type and scope of information, support and wrap around services the family is requesting. The services provided are to assist families regain stability, connect to local services as appropriate, and/or assist with financial requests through the Juvenile Welfare Board (JWB)/Family Services Pool (FSP). Each family situation and needs are evaluated on a case by case basis. The 2-1-1 Family Services Team staff are authorized to approve JWB/FSP funds for requests that meet a specified level of service type and cost. Examples of assistance can include: beds for families transitioning out of shelter, clothing for children, and documents such as birth certificates to assist with job applications and school enrollment. In the event a family has complex needs (multiple complex referrals, court involvement, etc.) that may warrant face to face assistance, 2-1-1 staff will offer the family the opportunity to meet with a Service Navigator to assess the situation, identify the needs, and develop care plans to assess the family’s requests. From January 2012 - September 2012 our 2-1-1 Family Services Team assisted 1,630 families and 3,640 children.

Child Care Resource & Referral (CCR&R) In August 2012, 2-1-1 Tampa Bay Cares, Inc. was awarded the Child Care Resource and Referral service for Pinellas County. This project is funded by the Early Learning Coalition of Pinellas County.

2-1-1 Program Highlights

Lifeline-Suicide Prevention/Rape Crisis Hotline Lifeline 2-1-1 Tampa Bay Cares partners with the National Suicide Prevention Lifeline, answering suicide calls primarily for Pinellas County. 2-1-1 TBC is accredited by the American Association of Suicidology for crisis intervention services and utilizes an evidence-based training called the Applied Suicide Intervention Skills Training (ASIST) model for suicide/crisis intervention. During FY11-12, 2-1-1 Tampa Bay Cares handled 896 calls. Rape Crisis Hotline 2-1-1 Tampa Bay Cares partners with Suncoast Center to provide the Rape Crisis Hotline for Pinellas County. All 2-1-1 Specialists at 2-1-1 TBC are certified by the Florida Council Against Sexual Violence (FCASV) and are trained according to the FCASV Advocacy Core Training (ACT). 2-1-1 Specialists utilize the RIDES model (Relationship Building, Identifying the Problem/Need, Dealing with Feelings, Exploring Options, and Safety) for sexual assault crisis intervention. During FY11-12 2-1-1 Tampa Bay Cares handled 529 calls.

“I cannot express the words to say thank you for what you have done for my family. I greatly appreciate the help. You have no idea the stress that has been relieved from the help you got for me and my family.” --Amanda

“Thank you so much for all your help. My family and I are so grateful and hope one day we can help someone in their time of need. Thank you!” --Tracy & family

Tampa Bay Information Network (TBIN) Program Highlights

Tampa Bay Information Network - TBIN

TBIN Benefits for Clients  Clients provide

demographic information only once when accessing services.

The Tampa Bay Information Network (TBIN) is a centralized private and secure web-based database for basic needs health and human service providers to enter, manage and share client information electronically. TBIN is the Homeless Management Information System (HMIS) for Pinellas County. 2-1-1 Tampa Bay Cares is the HMIS Lead Agency for Pinellas County and provides all training, technical support, system performance outcome reporting, and data quality monitoring on behalf of the Homeless Continuum of Care (CoC). As a “best practice”, U.S. Department of Housing and Urban Development mandated project, the TBIN program is an integral part of the Pinellas County’s Homeless Continuum of Care directed by the Pinellas Homeless Leadership Board. TBIN has been operated by 2-1-1 Tampa Bay Cares for 10 years.

 Clients get services

faster with a TBIN ID card.

TBIN Benefits for Agencies        

Access the history of services provided to each client. View real-time shelter bed occupancy. View financial assistance information including dollar amounts. Create ID cards for clients. View client banned history from other providers. View unduplicated counts of clients seen and services provided. Monitor clients’ success towards self-sufficiency. View monthly report card on quality of data entered.

Tampa Bay Information Network (TBIN) Program Highlights

TBIN Member Agencies Thirty (30) Pinellas County health and human service agencies participate in this client management software system which includes 138 programs and 292 system users (health and human service professionals). 2-1-1 TBIN staff provide the overall administration, training and report generation support for this network system and the Pinellas Homeless Leadership Board. Our 2-1-1 Contact Center is one of those programs and is able to see and share client data with these 30 agencies. For example, if a caller is calling for financial assistance our 2-1-1 Specialist can see if this individual has received financial assistance at one of the local providers, as well as if they have received referrals from us or other agencies/programs in the past.

TBIN - Safe Harbor Partnership In April 2012, 2-1-1 Tampa Bay Cares worked with the Pinellas County Sheriff’s Office and Pinellas Safe Harbor staff to implement an in/out tool to help staff understand when and which clients are on and off campus at any given point in time. When a client receives a bed at Pinellas Safe Harbor, the client is issued an ID card with a bar code that allows the case management staff to track services given to the client. The ID card is also used by the client to scan themselves on and off the campus. The in/out tool allows Pinellas Safe Harbor staff to know who is on and off the campus at bed curfew. Not only does this give the staff information about available beds, it has reduced the new client intake time by 50-75%. You can learn more about Pinellas Safe Harbor by visiting:

2-1-1 Online Directory Our 2-1-1 Online Directory provides a database of approximately 3,500 resources and 8,000 health and human services.

2-1-1 Mobile App 211Connects Mobile App helps you find local non-profit health and human service organizations in the Tampa Bay area.

Financial Highlights


We are pleased to share with you that 92 cents of every dollar is used for direct program support.





Grants & accounts receivable



Prepaid expenses



Deposits & other assets



Property & Equipment



Total Assets







Program Services & Sales






Interest Income



In-kind Revenue

















Volunteer & Board Giving Volunteers 10 volunteers contributed over 665 hours for FY11-12 valued at over $12,400

Support & Revenues Grants & Contract Revenue

Total Support & Revenue Board of Directors 100% Board Leadership Giving for FY11-12. The Board of Directors contributed 313 hours for FY11-12 valued at over $5,800

We truly appreciate the support of all of our volunteers who share their time, talents and experience.

Expenses Program Services Supporting Services Total Expenses Increase in Total Net Assets Net Assets at End of Year

These figures represent the period October 1, 2011 to September 30, 3012. Figures are highlights from 2-1-1 Tampa Bay Cares’ financial statements.

AUDIT The annual audit, overseen by an independent Audit Committee, is comprehensive to ensure that management is fulfilling its responsibilities in providing accurate and reliable financial information. 2-1-1 Tampa Bay Cares, Inc. was pleased to receive an unqualified audit opinion from the public accounting firm of Barton, Gonzalez & Myers, P.A..

Funders, Board & Staff

Funders FY11-12

Thank you to all our funders who continue to support our services.

Leadership Team Micki Thompson Executive Director

Mel Corey Executive Assistant

Angela Pelegrini Contact Center Manager

Edward Perry Data & Web Services Manager

Board of Directors FY12-13

Marion Rich Chairman

Martha Lenderman Vice Chairman

Jim Lehrburger Treasurer

Bonnie Bollenback

Raine Johns

Kip Corriveau

Pinellas/Pasco Public Defender’s Office

The Salvation Army

Candy Duff-Bardill Republic Services

Capt. Bill Hagans

Deborah Pauley

Pinellas County Sheriff’s Office

Secretary Social Light Media Group

Felipe Herrera Suncoast Hospice

Geri Costello Public Relations & Volunteer Program Manager

Gary Namm Tampa Bay Partners

Grant Petersen Ogletree Deakins

Karen Reich Bon Secours Health System

A special thank you to past Board Members: Chief Deputy George Steffen (Vice Chair FY11-12) and George Catanese (Treasurer FY11-12) for their Board service.

Stephanie Walker Training, Public Education & Development Operations Manager

Stay Connected

Stay Connected

“It is with deepest gratitude that I thank you for your assistance. Your 211 program brings a sense of dignity back to decent families working hard to survive economical struggles. Thank you so much.” --Sharon

“Thank you so much for the services you provided for me and my family! We really appreciate everything 211 has done for us and couldn’t be more grateful. Thank you again. --Selina

To schedule a tour of 2-1-1 Tampa Bay Cares, Inc. or request a speaker for your group, contact 727-210-4233 or visit the “Contact Us” section at

2-1-1 Tampa Bay Cares, Inc. 14155 58th Street N., Suite 211 Clearwater, FL 33760 Phone:727-210-4233 Fax: 727-213-6766 Exempt Status: 501(c)3 EIN: 59-3355555 FL Solicitation Permit: CH7975

211TBC Annual Report FY 2011-2012  

This is the annual report for 2-1-1 Tampa Bay Cazres, Inc. in Clearwater, FL. A private nonprofit organization that connects people with res...