Caller Story 1

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• Caller Story 1
• A 26 year old caller contacted 2-1-1 looking
  for help. She explained that she has no children
  and assumed there was no assistance for adults
  with no children. The caller explained that she
  was laid off and is struggling with bills, but
  has job skills and want to find work. The Call
  Specialist described various resources, including
  CalFresh and employment programs, in addition to
  food pantries.
• Caller Story 2
• A 60 year old grandmother in San Jose contacted
  2-1-1 and explained that she is caring for her
  two grandchildren and that they live in Section 8
  housing. The caller was worried that she may end
  up losing her home due to her grandsons
  behavior. He had been spraying graffiti on and
  around her home and throwing rowdy parties in her
  home that included underage drinking and possibly
  illegal drug use. She hasnt been able to get him
  to calm down and doesnt want to kick him out,
  but she is worried that she will lose her housing
  and end up homeless. The Call Specialist
  described various programs and provided referrals
  for the programs the caller was most interested
  in.

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What is 2-1-1 Santa Clara County?

• For everyday needs
• 2-1-1 connects people to more than 500 health
  and human service agencies.
• Free and confidential,
• 24 hours a day, 7 days per week
• 170 languages
• Live, professional call specialist
• Quick, accurate information during disasters or
  public health crisis
• In times of disaster
• A provider of information relating to disaster
  response and disaster recovery

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2-1-1 in everyday circumstances What information
do callers receive?

• Basic Human Needs Food, clothing, shelter, rent
  and utility assistance, foreclosure prevention
• Employment Services Job search assistance,
  unemployment benefits, financial assistance, job
  training and development
• Support for Children and Families Childcare,
  homework assistance, after school programs,
  recreation, mentoring, protective services
• Support for Seniors and Person with Disabilities
  Transportation, meals, independent living
  workshops, home health care, adult day care,
  respite care
• Physical and Mental Health Resources Support
  groups, crisis intervention, drug and alcohol
  counseling, community clinics, health education,
  immunizations
• Legal Assistance Legal aid and counseling

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Examples of 2-1-1 Calls

• A senior citizen wanting home care support in
  order to live independently
• A homeless person seeking shelter, or to have a
  hot meal
• A family facing eviction and needing housing
  options
• A recent immigrant needing language and
  employment training
• A pregnant woman seeking information about
  prenatal care
• A laid-off worker wanting to find out about
  employment insurance
• A family searching for child-care services in
  their community or close to work
• A concerned neighbor trying to help a friend in
  an abusive relationship
• A family trying to find services for their son
  with a newly-diagnosed illness
• A person feeling stressed and suicidal

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2-1-1 Santa Clara County Usage

• Top ways residents hear about 2-1-1 SCC
• 1.) Agency
• 2.) Brochure
• 3.) Friend or Family
• 4. ) Radio or TV
• 5. ) Presentations/Events
• 26,667 Calls (2011 CY)
• Female Callers 54, Male Callers 19,
  Decline to answer 27 (2012 CY)

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2-1-1 Santa Clara County Usage (cont.)
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2-1-1 Santa Clara County Usage (cont.)
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2-1-1 Santa Clara County Usage (cont.)
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Whats New?2-1-1 Collaboration with Second
Harvestand Santa Clara County Social Services

• 2-1-1 conducts food stamp outreach to callers who
  are requesting assistance for basic needs
  housing, utilities, food
• If caller is interested, we ask basic screening
  questions
• If caller may qualify, we refer to Second
  Harvest, who helps to prepare the application and
  assist with making an application appointment
  with Social Services
• Goal of program to increase food stamp usage to
  qualified households in Santa Clara County by
  assisting the applicant in the application
  process.

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www.211scc.org
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Supporters of 211 SCC
United Way Silicon Valley County of Santa
Clara Cities FIRST 5 Kaiser Permanente Agilent Kor
et Foundation IBM PGE and others.
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References

• 2-1-1 Santa Clara County www.211scc.org
• Statewide 2-1-1 www.211california.org
• National 2-1-1 www.211.org
• Calls from outside county 866-896-3587
• TTY 866-390-6845
• Materials (brochures, 211 cards) 211materials_at_uws
  v.org
• Richard Vega, richard.vega_at_uwsv.org
• 211 Program Manager 408-345-4341