2-1-1 in Henderson County - Annual Report 2011

henderson county

Free  24/7 Confidential  Multilingual Community Service Information Line

2011 results

2011 annual report  2-1-1 in henderson county Volume of Service

Top Caller Needs

Total Financial Needs Expressed: $879,159 *includes followup, advocacy and crisis Housing Expense $349,968

2.1%

Referral: assessing the needs of callers and identifying 4,709 appropriate resources Information: responding to 2,500 2,203 specific inquiries about human services Housing Individual Utilities Community Contract: Food providing services to & Family Services callers via contracts with outside Shelter 40.8% 54.6% Support agencies Advocacy: taking steps on behalf of callers to overcome barriers to services 2,000 60,000 Crisis: performing crisis 40,000 intervention to 1,000 ensure the 839 safety 46,473 44,642 42,791 42,505 of callers or others 32,191 20,000

5,099

2007 Call Volume Trend

2008

2010

2007

2011

5,926

4,000 3,530

328

2,646

2007

2008

2009

2010

2011

Top Five Needs by Financial Request Financial

2007

Individual, Family and Community Support 807

1,004

2008

2%

2008

• Housing Expense

$38,500

41

Utility Service Expense

$21,445

335

• Utility Service Expense

Housing Expense

$17055

203

• Utility Deposit Expense

Burial/Cremation

$7,200

3

Mortgage Delinquency and Default Counseling

$1857

37

Education

1,013

2%

2009 2010 2011 Mental Health and Addictions

Volunteers and Donations

975 7%

2%

874

533

Medical Care Expense

2009Food/Meals 2010

2011

Employment

1%

5% Income Support and Assistance

Arts, Culture and Recreation

0%

5%

• Transportation • Automotive Repair

Information Services

7%

548

Top Five Unmet Needs Calls

3%

10%

776

1,000

Other Government and Economic Services

Legal, Consumer and Public Safety Services

5,322

3,540

4%

11%

2,000

6,000

2,000

Health Care

.2%

2009

Clothing, Personal and Household Needs

12%

Home Rehab $12,500

Call Types 2.3%

Housing and Utilities

Utility Service Payment $341,020

MedicalOnline Bill Payment Visits: 1,270 Utility Deposit $83,395 Unique Visitors: $31,421 997 7,229

4%

25%

Calls: 5,322* Call Records: 3644

Transportation

Disaster Services

2-1-1 caller story

what 2-1-1 callers are saying

“I had no idea there were so many people willing to help.

Because of 2-1-1, we’re golden.” That’s what Mr. Taylor said when Keith, a 2-1-1 referral specialist, called to see how things had progressed after their initial contact.

If the backbone of our service is our comprehensive database and wide array of technological avenues to connect to it, then the heart is the human connections we develop through our caring, highly trained, referral specialists.

When Mr. Taylor first called 2-1-1, he was unable to work due to a health crisis. He, his wife and three children had been staying with friends for the past six months. The landlord had discovered them, and the Taylors were forced to leave.

We asked our callers what they thought of 2-1-1, and here’s what they said:

2-1-1...

• points me in the right direction.

• has that personal touch.

• helps me find the resources I need.

• has the latest information.

• provides options for finding help.

• is the place to turn when searching for services.

Facing homelessness, the Taylors needed a number of resources to get on their feet. Keith connected them to housing programs, transportation assistance so his wife could look for work, food assistance, and rent and utility assistance for the new home. At the time of follow up, they had lined up assistance to move into their new apartment and had even connected friends to resources they didn’t know existed before calling 2-1-1.

2-1-1 by the numbers scale and scope

61,320 hours of operation by 2-1-1 in a year

percent of the U.S. now served by a 2-1-1

84

87

percent of North Carolina served by the NC 2-1-1 system

counties currently served by Ashevillebased United Way’s 2-1-1 of WNC

4

community resource database

2,207 providers listed in the 2-1-1 database

percent of providers listed that are nonprofit organizations

44

56

percent of providers that are public or government entities

quality and performance

percent of callers stating they learned new information about community resources by calling 2-1-1

95

91

percent of service providers stating they are better able to address client needs because of 2-1-1

percent of calls answered within 30 seconds or less

28

82

quality standards in 2-1-1’s accreditation

connect with 2-1-1 2-1-1 1-866-401-6342

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