www.uwsv.org
www.211scc.org
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 grandson’s 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 hasn’t
been able to get him to calm down and doesn’t 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.
www.uwsv.org
www.211scc.org
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
www.uwsv.org
www.211scc.org
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:
www.uwsv.org
Legal aid and counseling
www.211scc.org
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
www.uwsv.org
www.211scc.org
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)
www.uwsv.org
www.211scc.org
2-1-1 Santa Clara County Usage (cont.)
www.uwsv.org
www.211scc.org
2-1-1 Santa Clara County Usage (cont.)
Fiscal Year Call Volume Trend
30,000
26,605
26,521
25,694
26,837
25,000
19,328
Call Volume
20,000
15,000
10,000
6,059
5,000
0
2006/2007
2007/2008
2008/2009
2009/2010
2010/2011
2011/2012
Fiscal Year
www.uwsv.org
www.211scc.org
2-1-1 Santa Clara County Usage (cont.)
www.uwsv.org
www.211scc.org
What’s New?
2-1-1 Collaboration with Second Harvest
and 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.
www.uwsv.org
www.211scc.org
www.211scc.org
www.uwsv.org
www.211scc.org
www.uwsv.org
www.211scc.org
Supporters of 211 SCC
United Way Silicon Valley
County of Santa Clara
Cities
FIRST 5
Kaiser Permanente
Agilent
Koret Foundation
IBM
PG&E
…and others.
www.uwsv.org
www.211scc.org
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): [email protected]
Richard Vega,
[email protected]
211 Program Manager
408-345-4341
www.uwsv.org
www.211scc.org
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