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2-1-1  ACA Workshop Presentation in imperial County
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2-1-1 ACA Workshop Presentation in imperial County

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  • Confusion in the publicStory about young girl with an emergency call
  • Easy to remember, 3-digit dialing code, especially in disasters24/7 serviceConfidential and stigma-freeHighly-trained Specialists (70% bi-lingual)Offered in more than 205 languages Accessible from all wireless servicesAIRS accredited and Full Quality AssurancePre-screenings for specific services Tailored programs take the client beyond just a referralSearchable online database with 6,000+ resources
  • Easy to remember, 3-digit dialing code, especially in disasters24/7 serviceConfidential and stigma-freeHighly-trained Specialists (70% bi-lingual)Offered in more than 205 languages Accessible from all wireless servicesAIRS accredited and Full Quality AssurancePre-screenings for specific services Tailored programs take the client beyond just a referralSearchable online database with 6,000+ resources
  • Show your value and professionalismEasy to remember, 3-digit dialing code, especially in disasters24/7 serviceConfidential and stigma-freeHighly-trained Specialists (70% bi-lingual)Offered in more than 205 languages Accessible from all wireless servicesAIRS accredited and Full Quality AssurancePre-screenings for specific services Tailored programs take the client beyond just a referralSearchable online database with 6,000+ resources
  • InContact cloud-based telephony solutionRobust automated client satisfaction survey system100% call recordingTrue virtual holdCall back systemChat and emailSearchable online databaseMultiple search methodsTaxonomy based indexingGIS MappingReal-time data
  • So let’s review the volume of activity we’ve seen recently.In 2012, 2-1-1 made more than 400,000 contacts with people via the phone and online.In 2013, we’ve responded to xxx calls.Provide an example or two of a sample call.Discuss process for following-up with callers to ensure they were connected to services. 
  • InContact cloud-based telephony solutionRobust automated client satisfaction survey system100% call recordingTrue virtual holdCall back systemChat and emailSearchable online databaseMultiple search methodsTaxonomy based indexingGIS MappingReal-time data
  • Bill
  • The face of 2-1-1 has changed dramatically of the past 2 years.
  • Add quotes from Cox and Sherriff Gore
  • Partnership with OES – activate when they activateTake calls off of 911The second part of our mission is to provide vital trend information for community planning. We see ourselves as not only the first step in finding help, but also as a data center. We collect, maintain and report on a wide range of data with the intention of helping improve the community and the service delivery system.
  • The slide here shows some of the major events where 2-1-1 played a key role in communicating public information over the past few years. (Name key events.)
  • A 10-year wellness initiative adopted by the County of San Diego Board of Supervisors in July 2010Ultimate goal is to achieve the vision of healthy, safe and thriving San Diego County byBuilding Better HealthFostering Safe CommunitiesPromoting Thriving Families
  • Supportive elected officialsStrong partnership with 2-1-1Strong network of community and County partnersStrong knowledge base of 2-1-1Climate that fosters and supports innovation
  • The face of 2-1-1 has changed dramatically of the past 2 years.
  • Using what we already have – 500,000 web visitors and over 300,000 callers annuallyHuman Contact with technologyWe are already working with these clients with various programs….
  • San Diego 52,950 outreach; 16,764 education, 12,081 leadsImperial 7,350 outreach; 790 education; 458 leadsLos Angeles 53,380 outreach; 32,028 education; 24,201 leadsRiverside 37,030 outreach; 7,169 education; 5,152 leads
  • Lots of supporters working together – nonprofit, foundation, corporation, individuals and government
  • Transcript

    • 1. Board Meeting January 25, 2011 Presented by: You’ve heard about Outreach… Now its time for In-Reach? Real People. Real Connections. Real Help.
    • 2. What is 2-1-1? Real People. Real Connections. Real Help.
    • 3. Board Meeting January 25, 2011 9-1-1 Real People. Real Connections. Real Help. Do you remember life before…
    • 4. Board Meeting January 25, 2011 Real People. Real Connections. Real Help. What is Information and Referral? Information and Referral (I&R) organizations create and maintain resource databases of programs and services and make that information available to individuals and communities through a variety of communication channels (such as call centers and web sites).
    • 5. Board Meeting January 25, 2011 Real People. Real Connections. Real Help. History of 2-1-1 "We find that the Information & Referral Petitioners have demonstrated sufficient public benefits to justify use of a scarce public resource and we therefore assign 2-1-1 to be used for access to community information and referral services.” ~ Federal Communications Commission's final order to assign 2-1-1 on 21st July, 2000.
    • 6. Board Meeting January 25, 2011
    • 7. Systems surrounding the call: • Every call is recorded for quality assurance • Calls are reviewed and clients are provided the option of completing a satisfaction survey • Research and Data Center staff are consistently reaching out to service providers to ensure a robust and accurate resource database from which referrals are provided • Creation of reports for the benefit of organizations and community leaders Board January 25, 2011 What does a 2-1-1 call look like? Real People. Real Connections. Real Help. • Greeting • Assessment of a situation • Clarification to ensure an understanding of the situation • Demographic information is gathered to better establish appropriate referrals • Providing appropriate information and/or referrals • Address unstated needs
    • 8. Board Meeting January 25, 2011 2-1-1’s San Diego by the Numbers • 400,000 connections (in 2012) • 6,000 partnerships with service providers • 200+ languages offered • 92% customer satisfaction • 98% referrals accuracy Real People. Real Connections. Real Help.
    • 9. Board Meeting January 25, 2011 Many Ways to Connect With 2-1-1 Real People. Real Connections. Real Help.
    • 10. Board Meeting January 25, 2011 • InContact cloud-based telephony solution ⁻ Robust automated client satisfaction survey system ⁻ 100% call recording ⁻ True virtual hold ⁻ Call back system • Chat and email • Searchable online database ⁻ Multiple search methods ⁻ Taxonomy based indexing ⁻ GIS Mapping ⁻ Real-time data 2-1-1’s Technology Real People. Real Connections. Real Help.
    • 11. Board Meeting January 25, 2011 Real People. Real Connections. Real Help.
    • 12. Board Meeting January 25, 2011 San Diego County Firestorm 2007 Real People. Real Connections. Real Help.
    • 13. Risks: Why individuals might call us • Wildfire Terrorist Incident • Earthquake Hazmats • Tsunamis (surprises here) Floods (another surprise) • Incidents with unpredictable outcomes— authorities burning deliberately a house filled with ammo and ordnance, e.g.
    • 14. What they might ask when they call Information • Will this disaster affect me? • How/where did this start? • How should I prepare? • Where should I go? Status updates • When will the power come back on? • Are the roads to my house still closed? • Is my freeway overpass safe to drive? • When will the fire be out? Help • Which evacuation routes are open? • I have livestock but need to evacuate, which shelter can I go to? • I need to evacuate but I am on life support equipment; what do I do?
    • 15. 2-1-1’s Disaster Response Resume • 2007 Firestorm • 2008 Flooding • 2008 Hurricanes Gustav & Ike • 2009 H1N1 • 2010 Easter Earthquake • 2010 Northern California (support provided) • 2011 Region-wide power outage • 2011 San Onofre Nuclear Plant Alert • 2012 Hurricane Sandy • Dozens of smaller fires and emergencies Real People. Real Connections. Real Help.
    • 16. Board Meeting January 25, 2011 2-1-1 Nationally As of October 2011, 2-1-1 serves over 260 million Americans (86.6% of the entire population) covering all 50 states (including 37 states with 90%+ coverage) plus Washington DC and Puerto Rico.
    • 17. Board Meeting January 25, 2011 2-1-1s Across California & U.S. 2-1-1 Covers 30 Counties in California 93% Californians can access a 2-1-1 37 States have 90%+ coverage 87% of US have access Real People. Real Connections. Real Help.
    • 18. Board Meeting January 25, 2011 2-1-1 in Imperial County • Real People. Real Connections. Real Help. Nov. 2010 • 2-1-1 submits CPUC application May 2011 • 2-1-1 Received approval From CPUC to operate 2-1-1 in Imperia County 2012 • Established the technological infrastructure to receive 2-1-1 calls 2006 • The FCC designates the 2-1-1 dialing code as a non-emergency disaster information line
    • 19. Board Meeting January 25, 2011 The BIG Picture Real People. Real Connections. Real Help.
    • 20. Live Well, San Diego!
    • 21. Insert Clip from Live Well Video Luis to get from CTN Live Well, San Diego!
    • 22. Board Meeting January 25, 2011 Specialty Programs of 2-1-1 Real People. Real Connections. Real Help. MILITARY & VETERANS
    • 23. Board Meeting January 25, 2011 2-1-1 San Diego's Health Navigation Program serves as a single access point information and referral system for San Diego County, connecting anyone to available health services in a timely, compassionate, and efficient manner. • Provides outreach and education in regards to Health Care Reform Act (Affordable Care Act) • Community clinic appointment setting • Over the phone application assistance for health insurance and prescription assistance programs • Transportation assistance referrals • Dental care & mental health referrals • Medi-Cal application assistance • Breast health resources and information (Susan G.Komen) Real People. Real Connections. Real Help.
    • 24. Covered California Outreach / In-Reach
    • 25. What is Outreach? “…is an activity of providing services to populations who might not otherwise have access to those services…”
    • 26. So what is In-Reach?
    • 27. Board Meeting January 25, 2011 The “Swiss Army Knife” … What does “in-reach” look like?
    • 28. • We are working in San Diego, Imperial, Los Angeles, and Riverside Counties and conducting in-person outreach and education over the phone and at local community events. • Create awareness among 800,000 Southern Californians • Reaching over 150,000 through outreach activities • 56,000 provided with personalized education services 2-1-1 Role in Covered California
    • 29. • Raise awareness through screening for individuals who fall within FPL and those without health insurance • One-on-one education about: • Subsidies/cost sharing using calculator to educate customer about affordability of health insurance • Metal tier information • Open Enrollment • Provide follow up to enrollment specialist • Educate and refer to enroll in Medi-Cal (in house benefits/enrollment team) 2-1-1 Role in Imperial:
    • 30. • 2-1-1 is new to the Valley and not known • No reputation • Awareness is low • Multiple hubs of information exist • Uncertainty of how well know CC is in the Valley • Tough to find populations affected by changes • Complicated to explain and understand Challenges in Imperial:
    • 31. • Screening all Imperial 2-1-1 Calls • Language appropriate outreach to public • Reaching out to local media to build awareness of 2-1-1 and CC • Centralized Imperial County Calendar of Events • Ongoing communications with you! Our Strategy:
    • 32. Board Meeting January 25, 2011 • Use the service • Give us feedback • Share client success stories • Encourage your partnering agencies to register. • Encourage individuals and families in need of resources to call 2-1-1 Help Us Build 2-1-1 Imperial! Real People. Real Connections. Real Help.