A free, accessible, 3 digit telephone number that gives everyone access to the vital community services that they need.

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2-1-1

• A free, accessible, 3 digit telephone number
  that gives everyone access to the vital community
  services that they need.

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Currently, thousands of times a day
I cant pay my rent
My child is on drugs
I need food
I need to find childcare
I want to volunteer
We cant help with that
Please call back when were open
Ill try to transfer you to an agency who can help
We only do senior daycare
Why did you call us?
Im not sure who you can call.
I dont know, please hold.
We dont serve your county.
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After Implementation of 2-1-1
I need to find childcare
I want to volunteer
I cant pay my rent
My child is on drugs
I need food
2-1-1
2-1-1, how may I help you?
Yes, I can connect you with someone who can help
Food Closet
Child Care Resource And Referral
Rental Assistance Program
Volunteer Center
Drug Rehabilitation Center
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2-1-1 Information Referral

• Comprehensive Database current, accurate
  information about services organized in a way
  that is easily retrieved and useful
• Trained information and referral specialists
  Qualified staff able to assess callers needs and
  help them identify underlying life conditions
  that may be affecting those needs
• Quality Referrals Connections to appropriate
  public, non-profit and private providers for
  services the caller needs

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Anatomy of a 2-1-1 Call

• Establishes rapport
• Diffuses emotional barriers
• Determines need(s) through in-depth assessment
• Searches database for appropriate resources

• Dials 2-1-1
• Local phone company routes to 2-1-1 Call Center

Caller in need
2-1-1 Information and Referral Specialist
empowers caller by providing accurate, helpful
information and appropriate referral(s) to
agencies able to assist with the callers
identified needs.
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2-1-1 United States
HISTORY
1997 First 2-1-1 established in Atlanta, GA
1998 Discussions about establishing 2-1-1 in California begin
2000 Federal Communications Commission assigns 2-1-1 for Health and Human Services
FCC Ruling
We find that the Information and Referral
Petitioners have demonstrated sufficient public
benefits to justify use of a scarce public
resource and therefore assign 2-1-1 to be used
for access to community information and referral
services.
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2-1-1 is a National Movement2-1-1 is now
accessible to 78 of the US population
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2-1-1 California
HISTORY
2001-2003 2-1-1 CA Steering Committee and stakeholder meetings
2003 CPUC adopts CA standards for 2-1-1 implementation
CPUC Ruling
The use of the 2-1-1 dialing code has the
potential to provide Californians with easy
access to information concerning child care
services, housing assistance, physical and mental
health resources, aging and hospice services,
educational and other programs. Such information
is not currently available through the 9-1-1
emergency code or the 3-1-1 police non-emergency
code.
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2-1-1 California
HISTORY
Year Pop. covered Active Counties
2005 2 February 11 Ventura County launches 2-1-1
2005 53 July 1 Five more countiesLos Angeles, San Diego, Orange, Riverside and Santa Barbaralaunch 2-1-1, reaching more than 18 million people
2008 84 19 counties now provide 2-1-1 service In addition to the above, counties with 2-1-1 service include Alameda, Contra Costa, Fresno, Kern, Marin, Napa, Sacramento, San Bernardino, San Francisco, San Luis Obispo, Santa Clara, Solano, Stanislaus
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2-1-1 California
VISION All Californians will have access to
current community, health, and disaster
information 24 hours a day through a free,
easy-to-remember, telephone number.
2-1-1 California Partnership California Alliance
of Information and Referral Services (CAIRS),
United Ways of California, Volunteer Centers of
California in partnership with California
Volunteers, Office of the Governor, and
California Office of Emergency Services
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2-1-1 California
MISSION To create and sustain a statewide network
that brings together high-quality local and
regional 2-1-1 call centers and provides benefits
beyond what is possible independently GOAL 100
of Californians will have access to quality 2-1-1
services by 2010
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2-1-1 Yields Broad Benefits
Direct Service Programs and Providers Have an
outlet for providing information about changes in
programs/eligibility and service
availability Service Agencies and
Professionals No longer pressured to search for
information outside their service scope or to
help clients who belong elsewhere Specialized
IRs Know calls requiring their expertise will
get referred to them Disaster Officials Have a
dissemination mechanism for critical
up-to-the-minute public information Law
Enforcement No longer gets non-emergency
calls Public Officials Have a place to refer
constituents in need of help
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2-1-1 Role in Disasters
What 2-1-1 brings How public agencies benefit
Easy to remember number No need for multiple community information lines
Efficient and trusted referral resource Research, verification and compilation of disaster related resources information available to community partners
Support for first responders during emergencies and in post-disaster activities No lost time for ramp up to set up special hotlines for disaster information
Public safety personnel are able to focus on emergency response duties Public safety personnel can hand off non-emergency calls to 2-1-1
Data collection and analysis Vital data collected and reported to assist in assessing community needs during and after events
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2-1-1 Assists in Disaster Response Recovery

• Central non-emergency number for the public to
  call during and after disasters
• Up-to-date information for the public
• Communication link among community-based
  organizations (CBOs) responding to disasters
• Liaison between CBOs and public agencies charged
  with disaster response and recovery

People need a real voice to talk to when theyre
upset and scared. 2-1-1 is an invaluable
service. Jane Fulkerson 2-1-1 Volunteer during
Firestorm 2007
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Florida Hurricanes 2004
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2-1-1 Disaster Emergency InformationFlorida
2004 Case Study

• 2-1-1
• Community Resources
• in Orlando took 19,551
• calls between August 12
• and Sept. 20 - a 300 increase over their normal
  call volume.

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2-1-1 Provided Vital Service Trial by Wind and
Water Florida Hurricanes 2004

• Expanded capacity of Emergency Operations Centers
  (EOCs)
• Provided critically needed management of
  information about availability of services
• Identified unmet and emerging needs
• Provided critically needed telephone reassurance
  and crisis support for callers
• Helped mobilize and manage volunteers and cash
  and in-kind donations
• Served as intake points on behalf of government
  agencies and nonprofit organizations
• Offered a sustained connection to help for people
  whose lives were dramatically affected by the
  storm
• Trial by Wind and Water report findings (United
  Way of America)

We estimated that 2-1-1 got 60,000 calls that
normally would have gone to 911, freeing those
operators to answer emergency calls. Matt
Recommier, 911 Coordinator for Lee County (FL)
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Firestorm 2007
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2-1-1 and the 2007 California Wildfires
The 2-1-1 services was an invaluable resource
during the firestorm in that it freed up calls
from 9-1-1. We could give information on
repopulated neighborhoods to the 2-1-1 operators.
We saw 911 calls diminish over time because of
that. Bill Gore Undersheriff, San Diego County
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Why People Called 2-1-1 During the Firestorm
2-1-1 is an essential service for our city
residents every day of the year, and even more
critical to support our emergency personnel in
the event of a natural or man-made
disaster. Merrilee Boyack Deputy Mayor City of
Poway
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Trial by Fire 2-1-1 and the 2007 SOUTHERN
CALIFORNIA WILDFIRES Lessons Learned and
Recommendations
How OES and MARAC Can Help Statewide disaster
planning for 2-1-1 is critical and should draw on
the San Diego Partnership model. Promote
inclusion of 2-1-1 in local and regional
Emergency Plans and exercises State agencies and
other partners should embrace the innovative ways
2-1-1 can address their information needs during
disasters Include 2-1-1 in all State Emergency
Plans and exercises Effective planning recognizes
that while disasters are local, they have
regional and statewide impacts, and 100 2-1-1
coverage through regional collaboration is
required Support 100 2-1-1 coverage for
California
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2-1-1 Resources
National 2-1-1 Alliance of Information and
Referral Systems (AIRS) airs.org and
211.org California 2-1-1 California Alliance of
Information and Referral Services
(CAIRS) cairs.org and 211california.org Sacrament
o 2-1-1 2-1-1 Sacramento a program of Community
Services Planning Council communitycouncil.org
and 211sacramento.org Nancy Findeisen,
President/CEO [phone], est. 328 or
nfindeisen_at_communitycouncil.org