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2-1-1 Pinellas Snapshot: 2011, 2012, 2013


Summary United Way Suncoast and 2-1-1 Tampa Bay Cares, Inc. have partnered to share information with the community on trends and issues identified through analyzing the 2-1-1 call data.1 As part of its strategic plan, United Way Suncoast is committed to being data driven in determining needs and appropriate strategies to address those needs, as well as in outcome tracking and reporting of strategy impact. This report speaks to the first part of that commitment: datadriven needs and strategy assessment. 2-1-1 Tampa Bay Cares, Inc. provides the only free, confidential, multi-lingual, 24-hour line for access to community information, services, and resources for the residents of Pinellas. Staff and volunteers answering the 2-1-1 line connect individuals and families to information about critical health and human services available in their community for every day needs and in times of crisis. A few key findings:  There has been an increase in calls and in repeat callers over the past three years.  The most frequent requests are for help with utility payments, followed by requests for housing assistance (mortgage or rent-related), and then calls for those with needs related to homeless services. A full description of each type of request is in Appendix B.  Callers who called 2-1-1 were often assisted with more than one need.  Five zip codes generated 30% of total calls: 33705, 33711, 33712 in south St. Petersburg and 33755 and 33756 in Clearwater. Those zip codes have a higher percentage of residents with low incomes, so the high percentage of total volume likely reflects greater need in those areas, but it could also reflect greater awareness of the 2-1-1 services. The remainder of this report provides detailed data in response to key questions such as:     

When do people call 2-1-1? Who calls 2-1-1? Why do people call 2-1-1? Where do the calls come from? What needs are met and what needs are unmet?

Before reviewing data, there are a few important items to note. First, the data are for 2011, 2012, and 2013; in most cases, each year is provided separately, although some data are for multiple years. Second, callers may have multiple requests when they call. Therefore, the

Category 2011 2012 2013 Requests 99,120 123,103 132,850 Calls 37,825 50,753 57,199 Automated 28,057 16,974 21,161 calls

Personal information was not shared. All records were assigned a numerical ID by 2-1-1 Tampa Bay Cares, Inc. prior to analysis. 1

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data presented related to requests is based on the number of requests (i.e. needs), not the number of calls. Some callers may also call multiple times per year and so, for much of the data, a caller may be represented in multiple months (i.e. call volume). The last section of this report analyzes these repeat callers. Third, some callers used an automated line; this line records the call and the need, but not the level of detail available when callers speak to a 2-1-1 staff member. Therefore, calls to the automated line (totaling 66,192 over the three years) are not included in most graphs. Fourth, the analysis includes all 2-1-1 data, which includes calls from outside of Pinellas county (5.8% of non-blank zip codes), because zip code and/or county designations were not available on all calls. Eliminating non-Pinellas calls through that method would have eliminated some Pinellas calls needlessly. Finally, within each analysis, there were some data missing. Where that number is large, it is noted in the analysis.

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Contents Call Data: When, why, where, and what _________________________________ 1 When are people calling 2-1-1? _______________________________________________________ 1 Why are people calling 2-1-1? ________________________________________________________ 6 Where are calls coming from? _______________________________________________________ 10 What needs are met and what needs are unmet? _______________________________________ 14

Repeat Callers_____________________________________________________ 16 How many people call more than once?_______________________________________________ 16 What are the needs of repeat callers? ________________________________________________ 17 Where are the repeat callers from? __________________________________________________ 19

Appendices _______________________________________________________ 20 Appendix A: Methodology__________________________________________________________ 20 Appendix B: How needs were categorized _____________________________________________ 21 Appendix C: Data tables ___________________________________________________________ 35

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Call Data: When, why, where, and what When are people calling 2-1-1? One of the items of interest is when people call 2-1-1. The next three figures present the inbound call volume by month for each year, with each year building on the last. This does not include automated calls, and each caller is only represented once—even if they called for multiple issues. If those calls were included, call volume would increase by an average of 22,000 calls per year, or around 1,800 per month. Figure 1: Call volume by month, 2011 Data for the busiest months indicate the following drivers: back to school time for families with the need for clothes and supplies; utility assistance in summer months; and out of school time food needs for students on free and reduced lunch. Needs are lower in January, February, and March when families are receiving tax refunds and use those dollars to support their families. Note: does not include automated calls

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Figure 2: Call volume by month, 2012 (red) with 2011 historical (blue)

Note: does not include automated calls

Figure 3: Call volume by month, 2013 (red) with 2012 and 2011 historical (blue)

Note: does not include automated calls

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WHAT NEEDS ARE GENERATING MONTHLY CALLS? Although call volume alone is important information, identifying what is driving the call volume is also important. Figures 4-6 present the needs represented each month, where one caller may represent multiple needs. These graphics do not include automated calls, which would increase the total call volume and would result in calls regarding shelters (homeless) becoming a greater percentage of total calls. Calls for utility payment assistance contribute to overall call volume, as did calls for housing, food, and child care (this includes summer care and camps). “Info� calls also increased volume in the latter part of the year. What is represented by each need category is provided in the Appendix, as are the data tables used to generate these graphs. Figure 4: Needs by month, 2011

Note: does not include automated calls

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Figure 5: Needs by month, 2012

Note: does not include automated calls

Figure 6: Needs by month, 2013 In 2013, 2-1-1 Tampa Bay Cares, Inc. changed its all documentation policy. Any caller who repeats a call for the same request or a call for information or no need is automatically coded as “comprehensive information and referral� (Info on the graph).

Note: does not include automated calls

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WHAT ZIP CODES ARE CONTRIBUTING TO MONTHLY CALLS? Figure 7 provides the relative call volume for five selected zip codes (south St. Petersburg and part of Clearwater) by month for the three year period where each caller is only represented once. As shown, the call volume from these zip codes is similar to the overall call volume, where February is the lowest and August and October are highest. These data do not include automated calls, as those calls do not record zip codes. Figure 7: Relative call volume by month for selected zip codes, 2011-2013

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Why are people calling 2-1-1? Figures 8-10 present the total requests by year, where one caller may represent multiple needs. These graphics do not include automated calls, which would increase the total call volume and would result in calls regarding shelters (homeless) becoming a greater percentage of total calls. As shown, requests for utility payment assistance were high across all three years, as were calls for housing; calls for homeless services increased over time. Bubble size is indicative of the number of requests for that need as is the color scale (from blue to red). Figure 8: Requested needs, 2011

Note: does not include automated calls

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Figure 9: Requested needs, 2012

In 2012, 2-1-1 Tampa Bay Cares, Inc. began providing centralized intake for homeless services, resulting in an increase in calls for those services.

Note: does not include automated calls

Figure 10: Requested needs, 2013

Bubble Plot of N by Need Sized by N Across Year ID Need

Note: does not include automated calls

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WHAT ARE PARENTS CALLING FOR? Figure 11: Needs of parents, 2011-2013 Figure 11 presents the total needs over three years for parents, where one parent may represent multiple needs.2 These graphics do not include automated calls, which would increase utility and homeless calls significantly. Requests for utility payment assistance were the most prevalent, followed by calls for housing, then for homeless services, and for food.

Figure 12: Needs of parents, by year Figure 12 presents the trends over three years; there was some variation in calls for homeless services and calls for food, but the needs were fairly consistent over time.

Parents represent 203,396 requests over the three years; parental status was recorded for 71% of calls, meaning that some callers who may have been parents are not included here. 2

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WHAT ARE SENIORS CALLING FOR? Figure 13: Needs of seniors, 2011-2013

Figure 13 presents needs over three years for seniors (those over 65), where one caller may represent multiple needs.3 These graphics do not include automated calls. Requests for utility payment assistance were the most prevalent, followed by other, and then housing. Other includes those unique needs that were less than three percent of all requests, suggesting greater diversity in requests from those over 65. Figure 14 presents the trends over three years; that graph also shows diversity in requests.

Figure 14: Needs of seniors, by year

Seniors represent 10,034 requests over the three year period; age was recorded for 80% of calls meaning that some callers over 65 are not included here. 3

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Where are calls coming from? The next four graphs present the call volume for those calls identified by a Pinellas County zip code as a percentage of overall call volume. The color red represents higher call volumes; gray the middle, and blue represents a lower number of calls. Each call is only represented once, although automated calls are not included. The first three figures are for 2011, 2012, and 2013; the last figure is for the three years combined. As shown, there is some variation from year to year, with calls in the area just north of south St. Petersburg decreasing over time.4 Figure 15: Call volume as a percent of the total, 2011

19% of calls did not have a zip code assigned; of those that did have a zip code assigned, 94.2% were from Pinellas. 4

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Figure 16: Call volume as a percentage of the total, 2012

Figure 17: Call volume as a percent of the total, 2013

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Figure 18: Call volume as a percent of the total, 2011-2013

Zip codes 33755 33756

Zip codes 33705 33711 33712

Given that there are five zip codes that are consistently demonstrating high call volume, the next two figures present the needs of those two areas (south St. Petersburg and North Greenwood). Callers may be represented more than once if they had more than one need. As shown, the needs in those areas are similar to the needs of the county as a whole: utility, housing, homeless, and food.

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Figure 19: Needs in South St. Petersburg (33015, 33711, and 33712), 2011-2013

Figure 20: Needs in North Greenwood (33755 and 33756), 2011-2013

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What needs are met and what needs are unmet? 2-1-1 Tampa Bay Cares, Inc. has two methods for knowing if a caller’s need is met: if the service is provided by Tampa Bay Cares, Inc. or if the caller calls back and the information is obtained. This section provides data on which needs are met and which needs are unmet, as determined by one of these methods. It is important to note that the need status is known for 10% of requests. Figure 20 presents the relative ranking of needs where the needs was either not met or partially met. As shown requests for arts, culture, or recreation are often not met or partially met as denoted by the red color of the bubble—although this is a small number of calls, as denoted by the size of the bubble. Requests for housing, utilities, and homeless services are also only partially met or not met. Figure 20: Percentage of needs not met or partially met, by area of need, 2011-2013

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IF A NEED IS UNMET, WHY IS IT UNMET? Figure 21 presents the most common reasons a need is not met or partially met. As shown, it is typically because the services were full, followed by eligibility. Again, need status is known for 10% of requests; reasons why needs are unmet is known for 2% of calls. Figure 21: Reasons needs are unmet, 2011-2013

All services full

5.4% 9.4%

Client not eligible 9.5% Need met by other provider 13.7%

Client refused service

62.0%

Other

There are some notable differences in why a need is identified as unmet. Figure 22 presents the reasons, by the most common needs. Full services are most common for utility payment assistance, housing, and homeless services, while clients are more likely to refuse services for health care and food.

Figure 22: Reasons why needs are unmet or partially met (selected areas of need), 2011-2013

Health care All services full Food

Client not eligible

Homeless

Need met by other provider Client refused service

Housing

Other Utility 0%

20%

40%

60%

80%

100%

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Repeat Callers This section presents an analysis of repeat callers, including identification of: what percentage of callers called more than once in three years and also more than once within a year; what those callers called for; and where the repeat callers called from. Within the database, there were 5,900 unique household identifiers assigned (identifiers were only assigned to 22% of calls). Those households with identifiers accounted for multiple calls and requests.

How many people call more than once? Figure 23: Distribution of repeat callers over a three year period, 2011-2013

28.8%

16.7%

Called 1 time

Called 2 times

19.1%

Called 3- 4 times

18.6%

16.8%

Called 5 - 8 Called 9 - 60 times times

Figure 23 presents the frequency with which callers with an identified household number called. As shown, 28.8%of those with household IDs called only one time in three years while 18.6%of households called more than 8 times in three years.

Figure 24: Distribution of repeat callers Figure 24 presents the distribution of repeat callers for each year, based on the total households represented. This means that callers who did not call in that particular year (but called in other years) are listed as didn’t call that year. As shown, the percentage of repeat callers has grown over the last three years.

60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Didn't call that year

Called 1 time

Called 2 times 2011

2012

Called 3-4 times

Called 5-8 Called 9-60 times times

2013

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What are the needs of repeat callers? In order to get a sense of the needs of repeat callers, the database was first limited to those callers who called more than three times in three years and that had a household ID associated with the call. Then, the requests associated with those households (including multiple requests per call) were summarized. Figure 25 presents the needs of repeat callers. As shown, calls for utility payment assistance were highest, followed by housing, homeless, and food. Figure 25: Needs of households calling more than three times in three years, 2011-2013

The figures on the next page present the needs by year for those callers who called more than three times in three years. As shown, calls for utility payment assistance increased over time, as did calls for information and for homeless services. In 2013, 2-1-1 Tampa Bay Cares, Inc. changed its all documentation policy. Any caller who repeats a call for the same request or a call for information or no need is automatically coded as “comprehensive information and referral� (Info on the graph).

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Figure 25: Needs of households calling more than three times in three years, 2011-2013

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Where are the repeat callers from? Finally, the zip codes of repeat callers were identified. Again, the dataset was limited to those callers with a zip code in Pinellas County who called more than three times in three years and that were assigned a household ID (18% of total calls). As shown, the North Greenwood and south St. Petersburg areas drove most repeat calls, although other areas were also represented. Figure 26: Repeat caller zip codes, 2011-2013

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Appendices Appendix A: Methodology Report date: June, 2014 2-1-1 Tampa Bay Cares, Inc. provided the evaluator with three Excel files—one for each year. Each Excel file included one row for each call record and columns for the variables categorized within this report. The files were transferred to JMP 11.0 (an SAS product) and combined for analysis. The following items were re-coded:    

Zip codes errors were corrected where the city allowed for that determination. Household types were collapsed into the categories used here (i.e. single parents, twoparent families). Needs were categorized as described in Appendix B. A column was added for the month, the year, and whether or not the caller was over 65.

This created a dataset of requests, where callers with multiple requests were included multiple times. This dataset was used for all questions relating to needs. To create a dataset of calls, the data files were joined and duplicates removed. Multiple needs were eliminated, but zip codes were only represented one time. This dataset was used for questions relating to call volume, zip codes, and types of callers. The actual calculation (i.e. percentage of total, raw number) and the source file (requests or calls) are provided within the body of the report. Assessing repeat callers required merging multiple datasheets. First, the three Excel files were merged into one file and then a summary table was created to identify how many calls each unique household ID made—both by year and for the three year period. That datasheet was then merged with Caller ID data to add the zip code (unduplicated) and needs (duplicated). Data tables are provided in Appendix C.

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Appendix B: How needs were categorized When a caller calls 2-1-1, staff note the request at a very specific level. Over the three year period, this generated a listing of 2,680 unique request descriptions. In order to create meaningful analysis, 97% of requests were categorized further, combing 269 unique items into 21 items, following the Alliance of Information and Referral Services (AIRS) taxonomy—with a few exceptions. First, utilities, housing, and homeless were listed as separate categories. Second, summer camp requests were included in child care rather than recreation. Third, counseling was separated from individual, family and community needs. Figures B1 and B2 present the alphabetical listing of requests, followed by a categorical listing. This does not include the info box calls. Figure B1: Alphabetical listing of top 97% of requests Request 211 Collaborative Members AARP Tax Aide Program Sites Administrative Entities Adolescent/Youth Counseling Advocacy Aging and Disability Resource Centers Alcohol Dependency Support Groups Alcohol Detoxification Anger Management Animal Shelters Area Agencies on Aging Automobile Loans Automotive Repair Baby Clothing Baby Clothing/Diaper Donation Programs Baby Furniture Bedding/Linen Beds Benefits Screening Bereavement Counseling Birth Certificates Building and Safety Bus Fare Camps Case/Care Management Case/Care Management Referrals

Number of Coded to requests 236 Info 203 Income 3125 Government 322 Counseling 215 Legal 581 Individual 294 Mental Health 222 Mental Health 386 Counseling 134 Individual 759 Individual 145 Transportation 317 Transportation 329 Clothing (child) 339 Clothing (child) 443 Clothing (child) 147 Clothing 373 Clothing 305 Income 169 Counseling 254 Legal 137 Legal 1004 Transportation 346 Child Care 571 Individual 865 Individual

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Request Cell Phones Central Intake/Assessment for Psychiatric Services Central Intake/Assessment for Substance Abuse Child Abuse Hotlines Child Abuse Reporting/Emergency Response Child Care Expense Assistance Child Care Provider Referrals Child Care Providers Child Passenger Safety Seats Child Support Assistance/Enforcement Children's Clothing Children's Clothing Donation Programs Christian Churches Christmas Baskets Christmas Programs Clinical Psychiatric Evaluation Clothing Clothing Donation Programs Clothing Vouchers Community Clinics Community Mental Health Agencies Community Shelters Compensatory Education Programs Comprehensive Information and Referral Comprehensive Job Assistance Centers Counseling Approaches Counseling Services County Clerk of the Courts Offices Crisis Shelter Day Camps Dental Care Dental Care Referrals Dental Hygiene Diapers Disability Related Transportation Discount Transit Passes Domestic Animal Services Domestic Violence Shelters Domestic Violence Support Groups Domestic/Family Violence Legal Services

Number of requests 412 106 140 350 432 643 3626 329 214 352 1533 165 269 648 152 282 1084 185 151 2537 133 2106 411 16387 236 563 170 137 205 673 2783 206 158 1107 910 169 101 1652 122 96

Coded to Clothing Mental Health Mental Health Legal Legal Child Care Child Care Child Care Clothing (child) Income Clothing (child) Clothing (child) Arts Food Clothing Mental Health Clothing Clothing Clothing Health Care Mental Health Homeless Education Info Employment Counseling Counseling Government Homeless Child Care Health Care Health Care Health Care Clothing (child) Transportation Transportation Individual Housing Individual Legal

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Request Driver Licenses Drug Dependency Support Groups Drug Detoxification Drug Related Recovery Homes/Halfway Houses Elder Law Elder/Dependent Adult Abuse Reporting Elderly/Disabled Home Rental Listings Electric Service Payment Assistance Emergency Dental Care Emergency Food Emergency Shelter Employment Ex-Offender Reentry Programs Expectant/New Parent Assistance Family Based Services Family Counseling Family Crisis Shelters Family Law Family Support Centers/Outreach Food Food Banks/Food Distribution Warehouses Food Pantries Food Stamps/SNAP Food Stamps/SNAP Applications Formula/Baby Food Free School Supplies Free Transit Passes Furniture Furniture/Home Furnishings Donation Programs Gas Money Gas Service Payment Assistance GED Instruction General Clothing Provision General Counseling Services General Dentistry General Furniture Provision General Legal Aid General Medical Care Glasses Donation Programs Glasses/Contact Lenses

Number of Coded to requests 161 Legal 230 Mental Health 1345 Mental Health 102 Mental Health 116 Legal 193 Legal 299 Housing 63079 Utility 915 Health Care 321 Food 973 Homeless 610 Employment 663 Individual 305 Individual 167 Individual 501 Counseling 261 Homeless 270 Legal 1394 Individual 466 Food 124 Food 9204 Food 1699 Income 577 Income 237 Food 148 Clothing (child) 148 Transportation 1552 Clothing 337 Clothing 1270 Transportation 802 Utility 160 Education 1111 Clothing 441 Counseling 125 Health Care 1634 Clothing 1159 Legal 580 Health Care 132 Health Care 107 Health Care

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Request Government Subsidized Private Rental Housing Listings Health Supportive Services Hearing Aids Heating Fuel Payment Assistance Holiday Gifts/Toys Home Delivered Meals Home Health Aide Services Home Health Care Home Maintenance and Minor Repair Services Home Rehabilitation Loans Home Rehabilitation Programs Home Rehabilitation Services Home Rental Listings Homeless Drop In Centers Homeless Motel Vouchers Homeless Permanent Supportive Housing Homeless School Transition Programs Homeless Shelter Homelessness Advocacy Groups Homemaker Assistance Hospitals Hotels/Motels Household Goods Housing Authorities Housing Search and Information Housing Search Assistance Housing/Shelter Identification Card Fee Payment Assistance Identification Cards In-Home Assistance Indigent Transportation Individual Advocacy Individual and Family Support Services Individual Counseling Information and Referral Inpatient Alcoholism Treatment Facilities Inpatient Drug Abuse Treatment Facilities Inpatient Drug Detoxification Inpatient Mental Health Facilities Inpatient Substance Abuse Treatment Facilities

Number of Coded to requests 103 Housing 343 Health Care 96 Health Care 188 Utility 4669 Clothing (child) 229 Food 106 Health Care 120 Health Care 131 Housing 314 Housing 184 Housing 137 Housing 1914 Housing 203 Homeless 254 Homeless 127 Homeless 386 Homeless 11346 Homeless 108 Homeless 238 Individual 131 Health Care 278 Homeless 401 Clothing 1012 Housing 270 Housing 414 Housing 892 Housing 137 Legal 950 Legal 191 Individual 127 Transportation 106 Legal 172 Individual 1087 Counseling 890 Info 108 Mental Health 106 Mental Health 258 Mental Health 95 Mental Health 145 Mental Health

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Request Job Banks Job Finding Assistance Job Search Resource Centers Job Search/Placement Juvenile Delinquency Prevention Kinship Care Landlord/Tenant Assistance Landlord/Tenant Dispute Resolution Law Enforcement Agencies Lawyer Referral Services Legal Counseling Legal Issues Education/Information Legal Services Local Transit Passes Local Transportation Long Term Case/Care Management Low Cost Home Rental Listings Low Income/Subsidized Private Rental Housing Low Income/Subsidized Rental Housing Marriage Counseling Medicaid Medicaid Applications Medical Appointments Transportation Medical Care Expense Assistance Medical Equipment/Supplies Medical Information Lines Medicare Mental Health Care Facilities Mental Health Drop In Centers Mental Health Evaluation Mental Health Evaluation and Treatment Mental Health Related Support Groups Mental Health Screening Mental Health Support Services Methadone Maintenance Missions Mobile Health Care Mortgage Delinquency and Default Counseling Mortgage Payment Assistance Mother and Infant Care

Number of requests 130 101 429 161 191 316 520 262 136 305 1703 159 1430 680 351 126 2461 731 844 152 1359 397 149 148 129 335 118 819 214 384 1126 176 170 498 97 4536 109 360 865 118

Coded to Employment Employment Employment Employment Individual Child Care Housing Housing Legal Legal Legal Legal Legal Transportation Transportation Individual Housing Housing Housing Counseling Health Care Health Care Transportation Health Care Health Care Health Care Health Care Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Homeless Health Care Housing Housing Individual

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Request Municipal Police Neighborhood Multipurpose Centers Occasional Emergency Food Assistance Ongoing Emergency Food Assistance Outpatient Mental Health Facilities Outreach Programs Parenting Education Parenting Skills Classes Personal Care Personal/Grooming Supplies Physician Referrals Pregnancy Counseling Prescription Drug Patient Assistance Programs Prescription Expense Assistance Pro Bono Legal Aid Volunteer Opportunities Psychiatric Case Management Psychiatric Disorder Counseling Psychiatric Inpatient Units Public Clinics Public Housing Public Preschools Recovery Homes/Halfway Houses Recreational Activities/Sports Rent Payment Assistance Rental Deposit Assistance Roommate/Housemate Matching Assistance Runaway/Youth Shelters School Readiness Programs School Supplies Section 8 Housing Choice Vouchers Section 8/Rental Assistance Program Rental Listings Self-Advocacy Support Self-Representation Assistance Semi-Independent Living Residences for Adults With Disabilities Senior Ride Programs Sexual Assault Counseling Sexual Assault Treatment Sheriff Social Security Disability Insurance Social Security Disability Insurance Applications

Number of Coded to requests 354 Legal 643 Individual 1639 Food 4497 Food 203 Mental Health 365 Individual 291 Individual 196 Individual 124 Clothing 281 Clothing 152 Health Care 179 Counseling 998 Health Care 1303 Health Care 91 Legal 185 Mental Health 136 Mental Health 94 Mental Health 162 Health Care 676 Housing 109 Child Care 147 Homeless 89 Arts 35444 Housing 2691 Housing 98 Housing 174 Homeless 606 Child Care 210 Clothing (child) 507 Housing 266 Housing 90 Legal 115 Legal 133 Housing 130 Transportation 425 Counseling 249 Individual 129 Legal 146 Income 122 Income

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Request Social Security Numbers Soup Kitchens Specialized Information and Referral Street Outreach Programs Substance Abuse Services Substance Abuse Treatment Programs Suicide Counseling Suicide Prevention Hotlines Summer Camps Summer Food Service Programs Support Groups TANF Applications Tax Preparation Assistance Telephone Reassurance Telephone Service Payment Assistance Temporary Financial Assistance Tenant Rights Information/Counseling Thanksgiving Baskets Thanksgiving Meals Thrift Shops Training and Employment Programs Transitional Case/Care Management Transitional Housing/Shelter Transitional Residential Substance Abuse Services Transportation Transportation Expense Assistance Travelers Assistance Undesignated Temporary Financial Assistance Unemployment Insurance Urban Campsites Utility Assistance Utility Deposit Assistance Utility Service Payment Assistance Veteran Benefits Assistance VITA Program Sites VITA Programs Vocational Rehabilitation Volunteer Opportunities Water Service Payment Assistance Weatherization Programs

Number of requests 204 448 1349 2867 140 605 262 131 404 1809 274 98 243 2517 93 135 147 1321 119 1492 89 923 4578 476 633 128 570 432 148 379 700 2568 1563 112 549 197 174 425 17076 109

Coded to Legal Food Info Homeless Mental Health Mental Health Counseling Counseling Child Care Food Individual Income Income Individual Utility Income Housing Food Food Clothing Employment Individual Homeless Mental Health Transportation Transportation Individual Income Income Homeless Utility Utility Utility Individual Income Income Employment Volunteer Utility Housing

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Request WIC Applications/Certification

Number of requests 89

Coded to Food

Figure B2: Categorical listing of top 97% of requests Request Christian Churches Recreational Activities/Sports Camps Child Care Expense Assistance Child Care Provider Referrals Child Care Providers Day Camps Kinship Care Public Preschools School Readiness Programs Summer Camps Bedding/Linen Beds Cell Phones Christmas Programs Clothing Clothing Donation Programs Clothing Vouchers Furniture Furniture/Home Furnishings Donation Programs General Clothing Provision General Furniture Provision Household Goods Personal Care Personal/Grooming Supplies Thrift Shops Baby Clothing Baby Clothing/Diaper Donation Programs Baby Furniture Children's Clothing Children's Clothing Donation Programs School Supplies Child Passenger Safety Seats

Number of requests 269 89 346 643 3626 329 673 316 109 606 404 147 373 412 152 1084 185 151 1552 337 1111 1634 401 124 281 1492 329 339 443 1533 165 210 214

Coded to Arts Arts Child Care Child Care Child Care Child Care Child Care Child Care Child Care Child Care Child Care Clothing Clothing Clothing Clothing Clothing Clothing Clothing Clothing Clothing Clothing Clothing Clothing Clothing Clothing Clothing Clothing (child) Clothing (child) Clothing (child) Clothing (child) Clothing (child) Clothing (child) Clothing (child)

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Request Diapers Free School Supplies Holiday Gifts/Toys Adolescent/Youth Counseling Anger Management Bereavement Counseling Counseling Approaches Counseling Services Family Counseling General Counseling Services Individual Counseling Marriage Counseling Pregnancy Counseling Sexual Assault Counseling Suicide Counseling Suicide Prevention Hotlines Compensatory Education Programs GED Instruction Comprehensive Job Assistance Centers Employment Job Banks Job Finding Assistance Job Search Resource Centers Job Search/Placement Training and Employment Programs Vocational Rehabilitation Christmas Baskets Emergency Food Food Food Banks/Food Distribution Warehouses Food Pantries Formula/Baby Food Home Delivered Meals Occasional Emergency Food Assistance Ongoing Emergency Food Assistance Soup Kitchens Summer Food Service Programs Thanksgiving Baskets Thanksgiving Meals WIC Applications/Certification

Number of requests 1107 148 4669 322 386 169 563 170 501 441 1087 152 179 425 262 131 411 160 236 610 130 101 429 161 89 174 648 321 466 124 9204 237 229 1639 4497 448 1809 1321 119 89

Coded to Clothing (child) Clothing (child) Clothing (child) Counseling Counseling Counseling Counseling Counseling Counseling Counseling Counseling Counseling Counseling Counseling Counseling Counseling Education Education Employment Employment Employment Employment Employment Employment Employment Employment Food Food Food Food Food Food Food Food Food Food Food Food Food Food

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Request Administrative Entities County Clerk of the Courts Offices Community Clinics Dental Care Dental Care Referrals Dental Hygiene Emergency Dental Care General Dentistry General Medical Care Glasses Donation Programs Glasses/Contact Lenses Health Supportive Services Hearing Aids Home Health Aide Services Home Health Care Hospitals Medicaid Medicaid Applications Medical Care Expense Assistance Medical Equipment/Supplies Medical Information Lines Medicare Mobile Health Care Physician Referrals Prescription Drug Patient Assistance Programs Prescription Expense Assistance Public Clinics Community Shelters Crisis Shelter Emergency Shelter Family Crisis Shelters Homeless Drop In Centers Homeless Motel Vouchers Homeless Permanent Supportive Housing Homeless School Transition Programs Homeless Shelter Homelessness Advocacy Groups Hotels/Motels Missions Recovery Homes/Halfway Houses

Number of requests 3125 137 2537 2783 206 158 915 125 580 132 107 343 96 106 120 131 1359 397 148 129 335 118 109 152 998 1303 162 2106 205 973 261 203 254 127 386 11346 108 278 4536 147

Coded to Government Government Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Health Care Homeless Homeless Homeless Homeless Homeless Homeless Homeless Homeless Homeless Homeless Homeless Homeless Homeless

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Request Runaway/Youth Shelters Street Outreach Programs Transitional Housing/Shelter Urban Campsites Domestic Violence Shelters Elderly/Disabled Home Rental Listings Government Subsidized Private Rental Housing Listings Home Maintenance and Minor Repair Services Home Rehabilitation Loans Home Rehabilitation Programs Home Rehabilitation Services Home Rental Listings Housing Authorities Housing Search and Information Housing Search Assistance Housing/Shelter Landlord/Tenant Assistance Landlord/Tenant Dispute Resolution Low Cost Home Rental Listings Low Income/Subsidized Private Rental Housing Low Income/Subsidized Rental Housing Mortgage Delinquency and Default Counseling Mortgage Payment Assistance Public Housing Rent Payment Assistance Rental Deposit Assistance Roommate/Housemate Matching Assistance Section 8 Housing Choice Vouchers Section 8/Rental Assistance Program Rental Listings Semi-Independent Living Residences for Adults With Disabilities Tenant Rights Information/Counseling Weatherization Programs AARP Tax Aide Program Sites Benefits Screening Child Support Assistance/Enforcement Food Stamps/SNAP Food Stamps/SNAP Applications Social Security Disability Insurance Social Security Disability Insurance Applications

Number of requests 174 2867 4578 379 1652 299 103 131 314 184 137 1914 1012 270 414 892 520 262 2461 731 844 360 865 676 35444 2691 98 507 266 133

Coded to Homeless Homeless Homeless Homeless Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing Housing

147 109 203 305 352 1699 577 146 122

Housing Housing Income Income Income Income Income Income Income

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Request TANF Applications Tax Preparation Assistance Temporary Financial Assistance Undesignated Temporary Financial Assistance Unemployment Insurance VITA Program Sites VITA Programs Aging and Disability Resource Centers Animal Shelters Area Agencies on Aging Case/Care Management Case/Care Management Referrals Domestic Animal Services Domestic Violence Support Groups Ex-Offender Reentry Programs Expectant/New Parent Assistance Family Based Services Family Support Centers/Outreach Homemaker Assistance In-Home Assistance Individual and Family Support Services Juvenile Delinquency Prevention Long Term Case/Care Management Mother and Infant Care Neighborhood Multipurpose Centers Outreach Programs Parenting Education Parenting Skills Classes Sexual Assault Treatment Support Groups Telephone Reassurance Transitional Case/Care Management Travelers Assistance Veteran Benefits Assistance 211 Collaborative Members Comprehensive Information and Referral Information and Referral Specialized Information and Referral Advocacy Birth Certificates

Number of requests 98 243 135 432 148 549 197 581 134 759 571 865 101 122 663 305 167 1394 238 191 172 191 126 118 643 365 291 196 249 274 2517 923 570 112 236 16387 890 1349 215 254

Coded to Income Income Income Income Income Income Income Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Individual Info Info Info Info Legal Legal

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Request Building and Safety Child Abuse Hotlines Child Abuse Reporting/Emergency Response Domestic/Family Violence Legal Services Driver Licenses Elder Law Elder/Dependent Adult Abuse Reporting Family Law General Legal Aid Identification Card Fee Payment Assistance Identification Cards Individual Advocacy Law Enforcement Agencies Lawyer Referral Services Legal Counseling Legal Issues Education/Information Legal Services Municipal Police Pro Bono Legal Aid Volunteer Opportunities Self-Advocacy Support Self-Representation Assistance Sheriff Social Security Numbers Alcohol Dependency Support Groups Alcohol Detoxification Central Intake/Assessment for Psychiatric Services Central Intake/Assessment for Substance Abuse Clinical Psychiatric Evaluation Community Mental Health Agencies Drug Dependency Support Groups Drug Detoxification Drug Related Recovery Homes/Halfway Houses Inpatient Alcoholism Treatment Facilities Inpatient Drug Abuse Treatment Facilities Inpatient Drug Detoxification Inpatient Mental Health Facilities Inpatient Substance Abuse Treatment Facilities Mental Health Care Facilities Mental Health Drop In Centers Mental Health Evaluation

Number of requests 137 350 432 96 161 116 193 270 1159 137 950 106 136 305 1703 159 1430 354 91 90 115 129 204 294 222 106 140 282 133 230 1345 102 108 106 258 95 145 819 214 384

Coded to Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Legal Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health

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Request Mental Health Evaluation and Treatment Mental Health Related Support Groups Mental Health Screening Mental Health Support Services Methadone Maintenance Outpatient Mental Health Facilities Psychiatric Case Management Psychiatric Disorder Counseling Psychiatric Inpatient Units Substance Abuse Services Substance Abuse Treatment Programs Transitional Residential Substance Abuse Services Automobile Loans Automotive Repair Bus Fare Disability Related Transportation Discount Transit Passes Free Transit Passes Gas Money Indigent Transportation Local Transit Passes Local Transportation Medical Appointments Transportation Senior Ride Programs Transportation Transportation Expense Assistance Electric Service Payment Assistance Gas Service Payment Assistance Heating Fuel Payment Assistance Telephone Service Payment Assistance Utility Assistance Utility Deposit Assistance Utility Service Payment Assistance Water Service Payment Assistance Volunteer Opportunities

Number of requests 1126 176 170 498 97 203 185 136 94 140 605 476 145 317 1004 910 169 148 1270 127 680 351 149 130 633 128 63079 802 188 93 700 2568 1563 17076 425

Coded to Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Mental Health Transportation Transportation Transportation Transportation Transportation Transportation Transportation Transportation Transportation Transportation Transportation Transportation Transportation Transportation Utility Utility Utility Utility Utility Utility Utility Utility Volunteer

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Appendix C: Data tables C1: Requests in call database

Requests from call database (includes multiple records per call if there were multiple requests per call)

2011 2012 2013 TOTAL 99,120 123,103 132,850 355,073

C2: Unique calls per year 2011 2012 2013 TOTAL Unique calls from call database 37,825 50,753 57,199 145,777 Info Box Calls 28,057 16,974 21,161 66,192 Total calls 67,893 69,739 80,373 211,969 (households may be represented more than once)

The remaining data tables associated with the graphs and figures within this document are provided in an accompanying Excel file.

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2 1 1 Pinellas Snapshot Report for 2011, 2012, 2013 FINAL