Louisiana Association of United Ways

50 WAYS 2-1-1 WORKS

Linking people and resources for a stronger Louisiana

2-1-1 can address critical needs during major disasters, and in times of crisis.In fact, there at least 50 ways in which 2-1-1 systems work to help improve lives and communities conditions, including those that follow.

Laid-Off Workers: 2-1-1 provides one memorable number that works for any kind of health or human service need. In a Brookings Institution Study, researchers reviewed the experience of laid-off hotel workers after the September 11th attacks and found that even when social service agencies were doing a good job making housing, food, and other assistance available, displaced workers couldn't figure out how to get help. Pat Atkins, a researcher from George Washington University noted that 2-1-1 " ... enables people to get assistance before they decide to give up."
Disease Epidemic: 2-1-1 helps people during epidemics as it did for the residents of Toronto during the SARS outbreak. For example, individuals needed to how to get groceries while quarantined. Similarly, United Way 2-1-1 will provide information on West Nile virus, as well as such threats as anthrax and smallpox attacks.
Flu Shots: 2-1-1 provides easy access to information about how to get flu shots and, if necessary, how to pay for them. This year, complete flu shot information is available in Palm Beach County, Fla., by calling 2-1-1.
Evacuation Routes: United Way 2-1-1 can provide information about emergency shelters and evacuation routes during disaster situations.
SCHIP, Etc: 2-1-1 provides basic information and connections to state-provided income and insurance benefits such as the Children's Health Insurance Program. In Florida, 2-1-1 of Jacksonville has a partnership with the State Agency for Health Care Administration to pilot a strategy that uses 2-1-1 as the entry point for state benefits.
Crime Victims: United Way 2-1-1could provide information to crime victims on services and benefits available to them.
Travelers' Aid: 2-1-1 can help people who are stranded. In Atlanta, thousands of people were stranded at Hartsfield International Airport for several days after 9/11. "Not only did people call looking for rooms, we had people calling 2-1-1 offering rooms in their homes for people who were stranded," said Dan Williams, former national 2-1-1 coordinator. In all, hundreds of individuals in need received temporary housing during the crisis.
ESL Help: 2-1-1helps non-English speaking individuals get comprehensive health and human service information. For example, it was important during the SARS outbreak in Toronto to maintain communication with the Mandarin Chinese speaking population. In addition to the sizable Spanish-speaking population in metro Detroit, many pockets of other non-English speaking individuals reside in nearly every community.
Reliable, Comprehensive Human Services Database: 2-1-1 provides a comprehensive, continuously updated web-based human service database for social workers, doctors and others trying to help people. In Connecticut, at least 15 percent of calls to 2-1-1 come from helping professionals and legislators looking for information to help someone. The database is available on disk and through the 2-1-1 Web site.
Community Response to Economic Emergencies: 2-1-1 systems help communities hit by industry slowdowns. For instance, 2-1-1 was the critical community connection for residents of Atlanta left unemployed because of the sudden airline industry decline following 9/11. As a result, 2-1-1 provided the focal point for community leaders to respond quickly.
No stigma, confidential: United Way 2-1-1 provides a neutral, anonymous resource for help in any situation. People will call United Way 2-1-1 because it is confidential and does not require callers to identify themselves as homeless, abused, elderly, mentally ill or using other "labels."
Alternative solutions and plans: United Way 2-1-1 helps people with multi-faceted problems - such as those brought on by a sudden serious illness. With little time to act, many individuals find that they need help but lack the time or ability to formulate a plan.
Targeting Assistance: 2-1-1 systems provide a knowledge base to steer funding to where it can help the most. In Battle Creek, data collected between Nov. 2 and Jan. 3, showed that 131 of 160 unmet needs were in the area of utility assistance. As a result, the local United Way released an additional $10,000 to help area residents pay heating bills. Upon hearing this, Semco Energy matched the $10,000 donation.
Rural Assistance: In rural Pennsylvanian, 2-1-1 provides residents better access to health and human service information. Currently, 14 of the 67 counties in Pennsylvania lack access to a comprehensive information and referral service.
Parent Support and Education: 2-1-1 provides immediate access to parenting information. Fathers in Hawaii (which has statewide 2-1-1 service) access resources through Aloha United Way 2-1-1, thanks to a grant provided by the Hawaii Children's Trust Fund.
9-1-1 Relief: 2-1-1 provides an outlet for the non-emergency calls that can flood 9-1-1 centers during a disaster. For instance, the Switchboard of Miami has a standing agreement with its 9-1-1 center. When a hurricane is imminent, Switchboard staff members relocate to the 9-1-1 service center to handle all the non-emergency requests for information that come in. Switchboard is not yet a 2-1-1 service but its proven usefulness to the 9-1-1 service center will only increase when it makes that change.
Employee Retention: 2-1-1 helps employers retain employees and reduces absenteeism. "2-1-1 has the potential to save time, decrease stress, increase employment opportunities, increase labor pools, and reduce pressure on employers to increase benefits ... we need to answer this call," wrote employment law specialist Ted J. Baird of Michigan, May 8, 2003, in Business Direct Weekly.
Inventory of Beds for the Homeless: 2-1-1 provides up-to-date, broad geographic inventory of shelter beds available to the homeless. Each day, Connecticut's 2-1-1 line maintains a statewide count of the homeless, so that each person can be accommodated, especially during dangerously cold weather.
Reaching At-Risk Populations in an Emergency: According to Burt Wallrich, longtime coordinator for information and referral in Los Angeles, 2-1-1 systems can reach the majority of at-risk people through a broad network of small agencies serving the homeless and others for whom language, recent immigration, transience, distrust of government or mental illness pose barriers. "The risks of not reaching these people [in a major disaster] include unnecessary loss of life and injury if services don't reach them, disease spreading from improvised camps to the rest of the community, civil disorder if people feel neglected and cut off from help, and political pressure and litigation brought to bear by advocates for these groups," says Wallrich.
Suicide Prevention: Connecticut's 2-1-1 line receives several calls each night from individuals contemplating suicide. The American Association for Suicidology evaluates Connecticut's crisis workers and certifies them for the clinical practice of this specialized type of crisis management.
Assistance to Local Governments: Many local governments do not have the extra tax dollars to establish a 3-1-1 service to provide information about municipal government services. As an alternative, 2-1-1 can provide an up-to-date official directory of detailed contact information so that residents know who to call for non-emergency information such as tax assistance, reporting road conditions, or getting help with codes and zoning issues.
Reporting Scams Aimed at the Elderly: In Texas, there is discussion about using 2-1-1 as a statewide "clearing house" to assist senior citizens seeking advice about suspicious services or offers and keep track of potential scams. Neighbors and others could also use the line to discuss concerns about potential elder abuse.
Reduce Government Waste: United Way 2-1-1 can reduce the proliferation of government sponsored "800" help lines. In some states, government agencies are required to use 2-1-1 when possible, rather than creating new 800 helpline.
Rumor Control: United Way 2-1-1 provides a means to control rumors by providing one trusted information source during nuclear power plant failures and other major events.
Power blackouts: In Toronto, calls to 2-1-1 tripled during a recent blackout. "The call center is always up to speed and on top of events, and counselors work with information specialists to collect and maintain the information required throughout a crisis, says" Cheryl May, Toronto 2-1-1 director.
Health Education Campaigns: 2-1-1 provides an easy way for government to do short- and long-term public information and education campaigns. For example, in Connecticut, the Tobacco Quitline can be reached through 2-1-1. Two 2-1-1 specialists staff the Quitline. In contrast, six to eight staffers are typically needed to establish this type of service.
Responds to Individual Needs: Joshua Webbert of Holland, Mich., was profiled in the Nov. 30 issue of PARADE Magazine. Webbert said 2-1-1 helped to obtain a special outlet that he needed to remain alive while awaiting a heart transplant. 2-1-1 centers can allocate staff to search for solutions to special problems.
Basis for Case Coordination System: In Florida and elsewhere centralized I&R systems and 2-1-1 are providing the basis for electronic case coordination systems. These systems will save precious staff time by allowing system wide entry of basic caller data and service requests. A secure e-mail system between human service workers is often built into these case coordination systems. In some markets, 2-1-1 is the entry point for public benefit programs such as the children's health insurance program.
Housing Assistance: Although some communities provide specialized housing information and referral. 2-1-1 can provide housing information so that everyone in need can get appropriate housing assistance and create a better life.
Forest Fires: A series of forest fires in California prompted officials there to examine 2-1-1's effectiveness in providing up-to-date information on how far fires have spread.
Crisis Counseling: 2-1-1 will provide crisis counseling. Most communities have access to lines offering expert counseling for victims of rape and domestic violence. 2-1-1 connects callers to these critical services and similar resources. When there are no designated telephone lines, 2-1-1 provides trained counselors who assist callers with regaining emotional control and defusing potential problems.
Volunteer Opportunities: Although many communities have Volunteer Centers to link individuals with appropriate opportunities to serve, many do not. 2-1-1 helps callers identify community volunteer resources in the absence of volunteer placement services.
Calls to 2-1-1 Can Warn Public Health Authorities of Emerging Outbreaks of Disease: A nationwide effort is underway to develop the National Electronic Disease Surveillance System (NEDSS), a centralized Internet-based system doctors to report disease to various state health authorities. Like NEDSS, 2-1-1 features a data collection system that perpetually analyzes input and provides early warning when disease outbreaks are detected.
After-Hours Support for Agencies: In Connecticut, calls to more than 40 agencies are forwarded to 2-1-1 after business hours so that caseworkers and others can be reached when needed.
State Homeland Security Plan: Arizona and other states have included the establishment of a statewide 2-1-1 service into their Homeland Security plans. 2-1-1 complements emergency lines by taking non-emergency calls, thus freeing emergency workers to handle serious threats to life and property.
Help for Helpers: In Connecticut, about 45,000 calls per year (15 percent of the total) come from social workers, clergy, doctors, legislators and others who serve the public, who want to know how best to help people to whom they typically cater.
Court Ordered Case Plans: Courts often order parents to obtain counseling, improved housing and other services as a step toward regaining custody of children placed in foster care. The juvenile justice system makes similar requirements of adjudicated youth and their parents. 2-1-1 provides social workers and legal professionals a means to help their clients achieve the goals outlined in court ordered plans.
Tracking and Helping Former Welfare Clients: In Connecticut, 2-1-1 makes sure that former public assistance recipients are monitored and provided the support and services they need once their benefits end.
Quality Childcare: 2-1-1 offers callers with important childcare information that allows parents to evaluate and select quality a provider.
For Kids: Parents and educators can teach children to call 2-1-1 when faced with confusing, non-emergency situations and do not know where to turn. Connecticut's Infoline offers a "Teen Yellow Pages" on its Web site, just for youths.
When Services Don't Work Out: Sometimes, individuals fail to get the help they need because things "just don't work out." Maybe they were given a bad referral, or were frustrated, or intimidated. For a number of reasons, people in need often walk away after finding themselves in an emotionally charged situation and not knowing what to do. 2-1-1 provides trained counselors who review difficult calls and create plans to avoid recurrences.
Donations of Goods: Whether you represent a corporation wishing to donate excess building materials or are a homeowner who is moving and would like to give away an appliance to charity, 2-1-1 can plug you into an opportunity. 2-1-1 matches donors with traditional and alternative outlets for in-kind gifts with charities that can use them. This function is particularly useful following disasters, when many donors look for ways to help.
Help Through Phone, Web site, E-mail or Walk-In: Connecting to 2-1-1 is simple, and does not require computer literacy to access.
Training: Thanks to high call center standards, 2-1-1 operations have become a training ground for government and nonprofit staff learning to handle crisis or human service calls.
Avoiding Litigation: By maintaining one reliable gateway to services, states can insure public access to a comprehensive range of assistance regardless of potential physical or language barriers.
Employee Assistance Programs: Many businesses provide Employee Assistance Programs through which workers get help with potentially threatening individual and family matters. 2-1-1 serves as a major EAP support resource.
E-Library: Through its companion Web site and audiotapes, 2-1-1 supplies important legal, health and safety information. For example, the Web site for the Connecticut Infoline includes instructions on enforcing child support laws and researching criminal backgrounds.
Specialized Information and Referral: 2-1-1 connects callers to specialized information and referral resources like services for seniors, mental health or substance abuse counseling and HIV/AIDS support programs, among others.
Daily "Are You OK?" Call to the Homebound: Using automated technology, 2-1-1 places daily calls to monitor the welfare of homebound individuals. When a call goes unanswered or a request for help is received, immediate follow-up is made.
Public Policy Research: Because of the high volume of calls and the structured nature of the assistance and follow-up that is provided, 2-1-1 creates a real-time source for tracking community need. Legislators can use this data collection as a public policy making guide.