Switchboard's 2013-2014 Annual Report

1. 2013-2014 Annual Report
www.switchboardmiami.org

2. Switchboard:An Overview
Switchboard of Miami, Inc. was established in 1968. Our mission is to counsel, connect, and
empower individuals in need. Our staff serves Miami-Dade, Collier, and Monroe Counties.
More than 15 specialty lines, our Contact Center is open 24/7/365.We serve Miami-
Dade, Collier, and Monroe Counties as the local 2-1-1 offering services in English,
Spanish, and Creole with assistive services in other languages as-needed. Out Contact
Center has counselors available by talk, text, and chat.
After identifying an unmistakable need in the community, Switchboard’s work in suicide
crisis intervention has expanded to provide suicide prevention trainings to professional
and community groups. These trainings are entirely customizable based on group
demographics and is provided for a fee.
OurYouth Development Program has six projects that utilize evidence-based curriculum
to help youth and their families make better life choices concerning alcohol,tobacco,and
other drugs. Programs include: Family Empowerment Program,Teen Outreach Program,
Sweetwater en Accion, and Projects SUCCESS,WISE, and PROTECT.
Help Me Grow is based on a nationwide initiative designed to identify at-risk children,
0-8 years old, for developmental and behavioral concerns. Staff members also connect
parents with resources they need to ensure proper development for their child.
Switchboard and Help Me Grow create a versatile network for children to succeed.
Effective July 1, 2014, Switchboard and Family Counseling Services (FCS) of Greater
Miami completed a successful merger. The addition of the FCS Division has added
programs providing specialized mental health services for families,individuals,and groups
from infancy through adulthood.
SNAP is a voluntary telephone reassurance program for seniors 65 years or older,
available in Miami-Dade and Monroe Counties in English, Spanish, Creole, and French.
This free program promotes geriatric wellness and good mental health.For some seniors,
calls from SNAP operators are the only contact they will have all week.
Contact Center
Suicide Prevention Program
Youth Development Program
Help Me Grow
Family Counseling Services Division
Seniors Never Alone Program (SNAP)

3. 1
Table of Contents
Letter from the Board Chair and CEO..........................................2
Board Members and Senior Staff..................................................3-4
Community Events..............................................................................5
FinancialReport................................................................................6-7
Contact Center..............................................................................8-10
Suicide Prevention Program............................................................11
Youth Development Program.........................................................12
Help Me Grow Program..................................................................13
Family Counseling Services.............................................................14
Seniors Never Alone Program.......................................................15
Switchboard of Miami is Live and
Online!
Find us on social media and share your stories
and photos.We look forward to hearing from
you.
Looking to get involved with Switchboard?
Volunteer! Donate! Sponsor one of our events!
To volunteer, visit switchboardmiami.org/
volunteer
To make a monetary contribution, contact
development@switchboardmiami.org

4. 2
Letter from the Board Chair & CEO
Dear Friends of Switchboard:
On behalf of the Board of Directors and management of Switchboard, we are pleased to release this
Annual Report for July 1, 2013 through June 30, 2014. Thanks to the leadership of the board, dedicated
staff and steadfast team of volunteers, we have experienced growth, more programs, increased funding
and raised awareness about our organization.
With a renewed emphasis on mental health and counseling, we were pleased to merge with Family
Counseling Services, which provides an array of mental health services, including infant mental health,
sexual violence intervention, violence prevention education, care coordination and family therapy. Our
organizations have been providing services to Miami-Dade County for nearly 150 years combined. We
spent the fiscal year gearing up for this merger,effective July 1,2014. Further south,Switchboard acquired
Helpline of the Keys, which is located in Key West and provides Helplines in addition to a reassurance
program for the homebound and elderly. Together, we now have a larger team and additional services,
which allow us to assist more people than ever before.
Our online presence is also growing with our newly launched upgraded website, which contains detailed
information about all our programs, a captivating blog, enhanced search features for our HELPpages and
the opportunity for individuals to immediately chat live with a counselor if they need help. In addition,our
colleagues continue to receive accolades. AmeriCorps member Vanessa Fleury was recognized by the
Miami-Dade County mayor for her dedication to community outreach for Switchboard. Our commitment
to youth and their families remains strong with ourYouth Development Programs, which prove to make
a difference. For example, our Project WISE Program demonstrates success in helping at-risk youth
prevent unintended pregnancy, with a report by The Centers for Disease Control and Prevention stating
that teen pregnancy rates in the US decreased by 10%, thanks to programs like Project WISE.
As you read this report,please do not hesitate to contact the office if you have any questions or concerns.
And of course, if you or a loved one are experiencing difficulty meeting challenges created by daily
living, please always call 2-1-1 or 305-358-HELP for free, confidential assistance any time, day or night.
Switchboard is always available to help.
Joaquin Urquiola
Board Chair
Catherine Penrod
CEO

5. Goldstein Schechter Koch
Joaquin Urquiola
1
Retired, Orthodontist
Dr. Michael Rosenberg
BDO USA, LLP
Ian Shapiro
UM Miller School of
Medicine
Ruth Srebrenik
Retired, Lockheed Martin
Ed Straub, Jr.
Dr. Gregg Pizzi & Assoc.
Dr. Gregg A Pizzi
IDF, LLC
Alexander Ramos
10 Minute Manicure
Lorraine O’Neil
Hernandez Lee, LLC
Eric Hernandez
Morgan, Lewis & Bockius
Chris Collings
32
AlphaNet, Inc.
Robert Barrett
Kimley-Horn & Associates
Mark Santos
4
Great Florida Bank
Erbi Blanco-True
5
1. Board Chair
2. Past Chair
3. 1st
Vice Chair
4. Treasurer
5. Secretary
Nancy Cooper and Assoc.
Nancy Cooper
AvMed Health Plans
Julio Gonzalez
Furman Insurance
Phil Grose
3
Board Members, 2013-2014

6. Family Counseling Services
Director
Heather Winters
Information and Tech
Director
Joaquin Infante
Controller
Ana Paula Lopez
Chief Financial Officer
Ismael Diaz
Senior Manager of
Contact Center and SNAP
Alexandra Schneider
Catherine Penrod
Chief Executive Officer/President
Monroe County Honorary
Board Member
Karen Frank-Noll
Chief Operations Officer
Jeff Struchtemeyer
Human Resources Director
Carolyn Broughton
Community Relations and
Development Manager
Amy Crismond
Ana Martinez
Chief Development Officer
4
Senior Staff

7. 5
Community Events
2013 All Star Nonprofit Award winners gather proudly with their awards.
Switchboard’s Second Annual All Star Awards was a success. Bringing together over 400 Miami-Dade community
leaders and nonprofit industry professionals to honor the all-star nonprofits that serve our community, this
awards show is also Switchboard’s biggest fundraiser of the Fall.
Switchboard’s Women’s Leadership Council and Brickell Magazine partnered for the third year in a row to
auction 50 of Miami’s most eligible bachelors for charity.This annual event was held at the Conrad Miami and
attended by hundreds of women.
Event host and news correspondent Diana Diaz is lifted by 50 of Miami’s most
eligible bachelors at Singles for Switchboard.

8. Consolidated Statements of Activities
Unrestricted Temporarily Restricted 2014 2013
Public Support
Grants-Federal $1,499,387 $1,499,387 $1,763,647
Grants-Local $2,831,977 $2,831,977 $2,092,770
Contributions-United Way $108,185 $108,185 $108,985
Contributions-Others $198,941 $24,571 $223,512 $108,918
Support service revenues $821,131 $821,131 $387,818
Fundraising Events $126,790 $126,790 $131,825
Revenues
HELPPages, interest, others $182,624 $182,624 $37,190
Donated Services $115,719 $115,719 $155,169
$5,884,754 $24,571 $5,909,325 $4,786,322
Expenses
Program Expenses $3,887,434 $3,887,434 $3,495,713
General and administrative $1,017,364 $1,017,364 $769,461
Fundraising $191,041 $191,041 $126,974
Support Services $611,204 $611,204 $288,097
$5,707,043 $5,707,043 $4,680,245
Increase in Net Assets
before provision for
income taxes
$177,711 $24,571 $202,282 $106,077
Provision for income taxes $10,346 $10,346 $3,123
Increase in Net Assets $167,365 $24,571 $191,936 $102,954
Net Assets-Beginning ofYear $438,270 $438,270 $335,316
Net Assets-End of year $605,635 $24,571 $630,206 $438,270
6
Financial Report, 2013-2014

9. Unrestricted Temporarily Restricted 2014 2013
Current Assets (unrestricted)
Cash and cash equivalents $277,630 $24,571 $302,201 $283,065
Accounts Receivable-Grants $389,378 $389,378 $376,376
Accounts Receivable-Other, Net $170,765 $170,765 $138,599
Prepaid expenses and other
current assets
$55,109 $55,109 $43,719
Total Current Assets $892,882 $24,571 $917,453 $841,759
Property and Equipment $280,162 $280,162 $281,435
$1,173,044 $24,571 $1,197,615 $1,123,194
Liabilities and Net Assets
Current Liabilities
Line of credit $4,421 $4,421
Accounts payable $46,266 $46,266 $133,796
Accrued expenses and other
current liabilities
$99,151 $99,151 $36,213
Accrued salaries and vacations $245,714 $245,714 $207,037
Income tax payable $10,346 $10,346 $3,123
Contract advances $10,475 $10,475 $69,301
Deferred rent $21,336 $21,336 $21,311
Current Portion of Capitalized
Lease Obligations
$13,114 $13,114 $64,750
Total Current Liabilities $450,823 $450,823 $535,531
Deferred rent-non current $108,433 $108,433 $129,794
Capitalized lease
obligations, less current
portion above
$8,153 $8,153 $19,599
Total Liabilities $567,409 $567,409 $684,924
Net Assets $605,635 $24,571 $630,206 $438,270
$1,173,044 $24,571 $1,197,615 $1,123,194
Consolidated Statements of Financial Position
7

10. 1
2
3
4
5
6
7
8
1
2
3
4
5
6
7
8
9
10
Refused
0-11
12-17
18-24
25-34
35-44
45-54
55-64
65-74
75+
1
2
3
4
5
6
7
8
9
10
1
2
3
4
1
2
3
4
Female
Male
Refused
Other
60.5%
37.1%
20.2%
23%
43%
8.3%
4%
20.7%
7.7%
16.9%
15.6%
17.2%
12.6%
2.2%
8
1
2
3
4
5
6
7
8
Refused
White
Don’t Know
Other
Black/African American
Hawaiian/Pacific Islander
Native American
Asian
Our 24/7 Contact Center answers the call in English, Spanish, and Creole
365 days per year. We offer assistance by talk, text, and chat.
Contact Center
“I went through a pretty dark
time in my life,and I’m now coming
out of it.I can’t imagine people going
through life’s hardest feelings without
anyone there to listen and,well,there
you and your organization are...
so that’s pretty awesome.”
Total Calls
New Clients 87,760
115,082
Unique Clients Served 89,719
Age
Race
Gender
Switchboard’s CrisisText Line
answered 62,625 texts this year!

11. 9
Contact Center
Miami-Dade County HomelessTrust - HOMELESS HELPLINE
SaintVincent De Paul
Pass It On Ministries - EMERGENCY FOOD PROGRAM
Miami-Dade County HomelessTrust - HAND
Catholic Charities - EMERGENCY SERVICES
Miami-Dade County Public Housing and Community Development
Miami-Dade County CAA - EMERGENCY FOOD & SHELTER ASSISTANCE
NET - CITY OF MIAMI HOMELESS ASSISTANCE PROGRAM
AVN - FOOD ASSISTANCE - PANTRY #1
Camillus House - HOMELESS PREVENTION PROGRAM
Top 10 Referrals to Community Programs
Our HELPPages Contains 5,000+ Community Programs
I called after losing my job.I didn’t know where else to turn-- I had no savings,my rent was coming
up and I had two kids to feed. I called Switchboard and after talking to a counselor, they helped
me get on track. I was hooked up with some great organizations that helped me get off my feet
again, and I never would have known about them without Switchboard.
--Anonymous
Contact Center Staff andVolunteers Work 24/7/365 to Provide Support.

12. 0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
10
Contact Center
Richard Shutes and Grace Morales graduated from LanguageLine Academy and are
Certified Bi-Lingual Counselors.
Senior Manager,Alexandra R. Schneider, was recognized by the Miami Foundation as
an emerging non-profit leader and was selected for the 2013-2014 Miami Leaders
Program.
Switchboard of Miami became reaccredited for AIRS.
Grace Morales and Ana Maria Lasaga attended the Lifeline Crisis Center Follow-Up
Conference, presented data, results, and discussions as pioneers of the project.
33142
33147
33157
33165
33161
33127
33169
33150
33132
33162
TOPZIPCODES
TypesofCalls
2-1-1 Miami-Dade
National Suicide Prevention
Lifeline
HELPline
Cope Hotline
Veterans Crisis Line
2-1-1 Collier County
2-1-1 Monroe
GLBT Helpline
Teen Link Line
Disaster Distress
Keys Helpline
Seniors Never Alone Program
HumanTrafficking Line
Operation Helping Hands
AlphaNet
Youth Gang Hotline
South FL First Responders
Social ServicesVeteran Families
FLYSP Referral/In-Person
Jackson System RapeTreatement Center
Switchboard’s Specialty Lines
In 2014, Services Were Expanded-- Switchboard Now OffersTalk,Text, & Chat

13. ASIST provides prevention skills to all.
Demian Laudisio leads the QPR training.
11
Our QPR
Gatekeeper
training is
provided as
a community
outreach
workshop in conjunction with the FLYouth
Suicide Prevention Project and the University
of South Florida. CEU’s are available for
licensed professionals and the trainings
are customizable based on each audience.
Contact Switchboard to book your
training today by calling (305) 358-1640
and asking for the Suicide Prevention
Department.
Suicide Prevention Program
Switchboard’s suicide prevention and intervention trainings are available to
professionals who work with individuals of all ages.
Created by LivingWorks,
ASIST is a two-day
highly interactive and
practice-oriented
workshop for caregivers
who want to help
prevent the immediate risks of suicide
The workshop provides tools necessary
to encourage the continuation of life--no
matter the challenges faced.
Contact Switchboard to book your
training today by calling (305) 358-
1640 and asking for the Suicide
Prevention Department.
We held 11 QPRTrainings, with 119 people trained in total.
Our counselors held 3 ASIST trainings, with 55 people trained in total.

14. 12
Youth Development Program
OurYouth Devleopment Program provides youth in 12 Miami-Dade schools and
one university with the skills to make choices that will positively impact their lives.
Family Empowerment Program (FEP) provides
youth,guilty of a minor juvenile offense.the opportunity to
expunge their record by completing a 13-week program
involving tutoring, counseling, community service, and
family-involvement.
Teen Outreach Program (TOP) is a substance abuse
prevention program designed for LGBTQ students
attending Miami Norland Senior High.
Sweetwater en Acción promotes, empowers, and
develops community partnerships to benefit the residents
of Sweetwater.
Project SUCCESS is available at several middle schools
and provides a forum for students to explore attitudes
and behavior related to alcohol, drugs, sexuality, cultural
norms, and educational success.
Project WISE is a program designed to promote STD,
HIV, and teen pregnancy prevention.
Project PROTECT is based in Florida Memorial
University and aims to educate students with STD and
unintended pregnancy prevention.
Two Female students were standing outside the Project PROTECT office discussing whether or not
to go get tested for HIV. Finally they knocked on door and asked about getting tested. Health
Educators answered all their questions and referred them to health department on campus to get
tested. Project PROTECT gave them the courage to get tested and the information they learned
from the program changed their attitudes and behaviors toward having risky sex.
Success Story
Project PROTECT at FMU
Project WISE Students
Total Number ofYouth and Families Enrolled
in ourYouth Development Programs: 1,713

15. 33054
33010
33147
33157
33122
33125
33136
33172
33178
33189
TOPZIPCODES
1
2
3
4
5
6
7
Black/African American1
2
3
4
5
6
7
White
Asian
American Indian / Alaska / Hawaiian
Other
Unknown
Refused
Our Clients
13
Help Me Grow Program
Total Referrals Received: 2,158
Total Number of Screenings Provided: 1,607
Help Me Grow is part of a national initiative designed to identify children
at-risk for developmental or behavioral disabilities, and connect them with
community-based programs.
Services Offered:
Over the Phone In the Office At Home
The Children’s Trust, Allegany Franciscan Ministries,
Parent to Parent, CCDH, United Way, Early Learning
Coalition,The Children’s Movement,University of Miami,
Miami Dade County Public Schools, Women and Infant
Children (WIC), and Healthy Start Coalition, among
other community organizations.
Community Partners
Serving Ages 0-8Years Old
36%
31%
21%
11%
1%
Help Me Grow Serves Ages 0-8

16. 14
The collaborative approach
between Switchboard and Family
Counseling Services was taken
to ensure that people in need
throughout Miami-Dade County
will continue to be served in the
most efficient way possible by a
highly trained team of dedicated
professionals.
“With the assistance of a
professional merger expert, both
Boardsstudiedmultiplepossibilities
and, after two years, concluded
this merger made financial,cultural
and logical sense,” said Catherine
Penrod, CEO of Switchboard. “Of
course, the decision was not easily
made. Both organizations have a true commitment to mission, and were only able to come to this point,
because of the comfort level after the intense analyses were completed,” Penrod added.
The organizations plan to capitalize on their strengths to expand services for Miami-Dade County residents.
“We hope to be a role model for other nonprofit collaborations that seek a win-win outcome for their
respective organizations and their consumers,” saidYolandaValencia, former Board Chair for FCS.
Family Counseling Services provides an array of specialized mental health services for families, including
Infant Mental Health, Sexual Violence Intervention, Violence Prevention Education, Care
Coordination and FamilyTherapy. Clients range from infants, children and adolescents, to adults and
caregivers. The organization offers individual, group and/or family therapy, children’s case management
services, outreach education as well as psychological testing and evaluation.
FCS is also focused on providing geographically-driven programs in community
neighborhoods.
FCS served a total of 1,023 clients who received intensive services. When we
include the numbers for those that attended workshops, events, parenting follow-
up etc. the total number served is 3,000.
Family Counseling Services (FCS)
Effective July 1, 2014, Family Counseling Services of Greater Miami joined
Switchboard as its new division, based in Kendall, FL.
TheValencia Family and Galleria Farms
made a large donation to FCS in 2014.

17. 15
Helpline of the Florida Keys
Effective July 1, 2014, 2-1-1 Helpline of the Florida Keys joined Switchboard as
its new division, based in KeyWest, FL.
When Helpline of the Keys realize that it was unable to continue providing
its services, they contacted Switchboard. This enabled Switchboard’s reach
throughout the Florida Keys. Switchboard is proud to serve this vibrant island
community.

18. Primary Language of Seniors
Spanish EnglishCreoleFrench
1%
3%
31%
65%
16
Seniors Never Alone Program (SNAP)
Miami, MIAMI GARDENS, North Miami,
Carol City, CORAL GABLES, Cutler Bay,
Doral,DOWNTOWN,Homestead,Hialeah,
Hialeah Gardens,Miami Beach,OPALOCKA,
North Miami Beach, NORTH MIAMI,
Surfside, SWEETWATER, and Westchester
Areas Served
42,377Calls Made to Seniors
177Number of
New Seniors
Enrolled
Total
Seniors
Enrolled 867
22% Men 78% Female
Gender of Seniors
Our Senior NeverAlone Program provides weekly reassurance calls to homebound
seniors 65 years or older.The program is available in English,Spanish,and Creole.

19. WeThank Our Supporters
Victoria &
Associates
career services
®
ROSENBERG
FAMILY FOUNDATION
Giving as a Family
Michael and Diane
Thank you to the countless individual donors
who support Switchboard every year.
w w w . b r i n k e r . c o m
¨
is proud to support

20. www.switchboardmiami.org
190 NE 3rd Street
Miami, FL 33132
Switchboard of Miami, Inc is a 501 (c) 3 organization. Registered with the Florida Department of Agriculture and Consumer Services,
Registration #CH1235. No amount of contribution is paid to a professional solicitor and 100% of each contribution is retained by
Switchboard.
P: (305) 358-1640 F: (305) 377-2269
A COPY OFTHE OFFICIAL REGISTRATION AND FINANCIAL INFORMATION MAY BE OBTAINED FROMTHE DIVISION
OF CONSUMER SERVICES BY CALLINGTOLL-FREE 800-435-7352WITHINTHE STATE. REGISTRATION DOES NOT IMPLY
ENDORSEMENT,APPROVAL OR RECOMMENDATION BYTHE STATE.
Switchboard of Miami counsel, connects,
and empowers people in need.