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United Way

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Complements existing emergency services. 4. What's Happening in US? ... Complements 911 service. 12. Negative Effects. Disruption to current agency services ... – PowerPoint PPT presentation

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Title: United Way


1
United Way
  • 211 Project

2
Community Information Referral
  • Some current issues
  • Growing complexity (community, issues, etc.)
  • mandate capacity of current providers doesnt
    include a sectoral or systemic perspective to IR
  • Uneven levels of service across province
  • Duplication/competition
  • Inadequate funding for desired standards of
    service provision

3
Public Benefits of 211
  • A highly visible number that is easy to remember
  • Single point of access for information services
  • Enhanced/personal/confidential service delivery
  • Improved use of community resources
  • Complements existing emergency services

4
Whats Happening in US?
  • 23 of US population has access to 2-1-1.
  • 1997 United Way of Metropolitan Atlanta pioneered
    the first 2-1-1 Call Center.
  • 1999 United Way of Connecticut delivers first
    statewide 2-1-1 system.
  • 2003 UWA secures commitment of Congress to
    introduce Calling for 2-1-1 legislation, to
    authorize significant 2-1-1 funding for
    implementation and sustainability.

5
Whos Making 211 Happen
  • Greater Toronto live Nov 2001
  • Winnipeg
  • Ottawa
  • Edmonton / Calgary
  • Etc.

6
211 System Design Models
  • Three generic models are emerging in the U.S.
  • Single, centralized call centre service
  • Centralized administration with service hubs
  • Decentralized model, with formal collaboration

7
Bringing 211 to a Community
  • Service Delivery
  • Single current agency
  • Single new agency
  • Patchwork of current agencies
  • Call Answer Infrastructure
  • Switching
  • Operating Platform

8
Looking Forward
  • Feasibility study
  • Select implementation model
  • Develop business plan
  • Endorsement of government
  • Public awareness funding
  • Meet CRTC 211 service standards

9
Implementation Roles for UW
  • Facilitation/mediation
  • Awareness builder through to advocate
  • High profile connection to external community
  • Fund-raiser
  • Project governance advisor
  • A combination of any above, or none

10
Choosing a Response The magnitude and
probability or a consequence or result will
determine the need for and degree of response.
Opportunity
Threat
Response Required
No Response Required
Response Required
11
Positive results of taking action
  • Better service to the community (24/7, personal,
    confidential)
  • 3 Digit access eliminates barriers
  • Consistent standard of service
  • Reduced nuisance calls to agencies
  • Potential reduced cost
  • Complements 911 service

12
Negative Effects
  • Disruption to current agency services
  • Potential negative publicity from public
    regarding funding for service
  • Consequences of project failure
  • Stretched resources
  • Variation in community readiness
  • Sustainability of funding

13
Possible Next Steps
  • 1. Initiation Collaboration - Feasibility Study
  • Decision on future involvement
  • 2. Implementation Phase - involving all partners
  • Decision on future involvement
  • 3. Operationalization of Service Delivery
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