Helping Southeastern Wisconsin residents get connected to

information and assistance during times of personal crisis

and community disaster.

2019 OverviewCalls 144,105

Online Database Sessions 105,374

Texts / Chat Sessions 8,359

TOTAL CONTACTS IN 2019 ...... 157,838 Contacts may result in more than one request or database search.

DIAL 2-1-1

to chat or search 2-1-1 database of resources

VISIT impactinc.org

your zip code toTEXT 898-211

Response Time Average Speed to Answer

Q1 3 minutes 17 seconds 56%

Q2 2 minutes 27 seconds 65%

Q3 3 minutes 44 seconds 51%

Q4 4 minutes 19 seconds 52%

Would you recommend IMPACT 2-1-1 to others

needing assistance?”

98%

2-1-1 Wisconsin, consisting of IMPACT and six other providers, is the 10th largest system in the U.S. IMPACT 2-1-1 responds to 65% of the state’s calls, covering 79% of the state

population over nights, weekends and holidays.

Calls <3 Minutes

ANNUAL SUMMARY 2019

Top Requests for Information and Assistance

Emergency Shelter (homelessness) 31,170 20.4%

Food (meal sites, food pantries, etc,) 27,707 18.2%

Mental Health Crisis Assistance 22,920 15.0%

Housing (subsidized rental, repair, grants/loans) 16,540 10.8%

Clothing, Household and Personal Needs 10,130 6.6%

Specialized Hotlines and Government Information Lines 8,694 5.7%

Individual, Family and Community Support (child/adult protective services, support groups, outreach) 8,295 5.4%

Health Care 7,117 4.7%

Utility Payment Assistance 6,537 4.3%

Substance Use Disorder Assistance (detox, assessment, treatment, recovery support) 6,410 4.2%

Legal Assistance and Consumer Protection 5,431 3.6%

Income Support Assistance 3,783 2.5%

Other Government Economic Services 1,829 1.2%

Volunteers Opportunities and Donation Sites 1,363 0.9%

Transportation 1,359 0.9%

Employment Services (job search, job readiness) 1,070 0.7%

Disaster Services 523 0.3%

Education 366 0.2%

Arts, Culture and Recreation 137 0.1%

TOTAL REQUESTS IN 2019…..........161,381

#2 Food

#3 Mental Health

% ofCallers

Call, Text and Chat Contacts in 2019*

*N = 152,464 call, text and chat contacts Contacts may involve more than one request for resources.

“Twenty-four year old Jake lost his mom after a five-year battle with cancer, leaving him buried in bills and paralyzed by grief. Their home had just been sold to offset funeral expenses and medical debt. He was alone and scared with no plan and no place to go. The IMPACT 2-1-1 community resource specialist provided referrals for immediate and long-term assistance from a local food pantry, FoodShare and other public benefits, subsidized housing resources, behavioral health-related services, as well as legal and financial assistance services. Jake shared that he credits our guidance with saving his life. “I don’t know what I would have done if I hadn’t called 2-1-1.”

#1 EmergencyShelter

Mental Health Crisis Line – Conducts risk assessment to determine urgency of the call and safety of the caller.Coordinated by the Milwaukee County Behavioral Health Division. Coordinated by Washington County Department of Health Services.

Milwaukee Energy Network and the Wisconsin Home Energy Assistance Program (WHEAP) – Reduces energy bill for qualified residents, and provides emergency furnace repair or replacement for low-income homeowners. Coordinated by Milwaukee County Department of Health and Human Services in partnership with UMOS and Community Advocates Social Development Commission.

Safety Net Clinic Directory – Provides a comprehensive inventory of the community clinics that serve low-income, uninsured and vulnerable populations in Milwaukee County.

Stock Box Program – Provides meals for senior adults. Coordinated by the Hunger Task Force.

Waukesha County Heroin and Other Opiate Task Force – Works to combat opioid addiction.

Wisconsin Addiction Recovery Helpline – Connects callers to counseling, treatment and recovery support services. Coordinated by 2-1-1 Wisconsin.

Coordinated Entry – Ensures that the most vulnerable individuals and families are placed in available shelter beds, and provides prevention and diversion strategies to avoid shelter placement. Coordinated by the Milwaukee County Continuum of Care with funding provided by United Way of Greater Milwaukee & Waukesha County, Milwaukee County Housing Division, and City of Milwaukee Community Development Grants Administration.

Emergency Warming Rooms for Those Experiencing Homelessness – Provides additional shelter space and/or extended hours during frigid temperatures. Coordinated by Milwaukee County Continuum of Care in partnership with United Way of Greater Milwaukee & Waukesha County; City of Milwaukee; and Milwaukee County. Additional funding provided by We Energies.

Eviction Prevention Coalition – Develops strategies to prevent evictions and end homelessness through permanent housing solutions. Coordinated by ______________.

Health Insurance Enrollment – Working closely with Covering Wisconsin, provides referrals to apply for health insurance. Coordinated by Milwaukee Enrollment Network.

Mental Health Crisis and Child/Adult Protective Services – Provides initial intake and screening for individuals experiencing a mental health crisis, and those concerned about the safety of a child or vulnerable adult. Coordinated by Waukesha County Department of Health and Human Services.

2019 Collaborative Projects and Seasonal Campaigns

Coordinated Response to Community CrisisAfter February’s Polar Vortex when frigid temperatures caused

many businesses to temporarily close, IMPACT brought together

professionals from emergency management and social service

organizations with other community stakeholders to brainstorm

ways to improve coordination of efforts during future crises.

Recognizing the need for better collaborative communications

overall — including targeting hard-to-reach vulnerable populations

with alert messaging, social media and public awareness

campaigns — the team tapped the expertise of the Milwaukee

Metropolitan Area Heat Task Force, who for years has coordinated

preparedness and response to excessive heat-related events.

The Heat Task Force agreed to broaden its scope beyond

excessive heat-related events and team with IMPACT, Milwaukee

Health Department, Milwaukee County Office of Emergency

Management, National Weather Service of Milwaukee and other

key community partners to create system improvement for a

more coordinated response during all weather-related events.

IMPACT Community Information ExchangeResearch indicates that 40% of health outcomes are linked

to social determinants — the economic and social conditions

that influence individual and group differences in health status.

Safe and affordable housing, access to education, public safety,

availability of healthy foods, local emergency/health services,

and environments free of life-threatening toxins all play key

roles in how individuals respond to treatments.

In 2019, local health systems approached IMPACT to help

address social determinants of health in an effort to improve

patient outcomes and decrease the overall cost of care.

The IMPACT Community Information Exchange (CIE) evolved

in collaboration with Advocate Aurora Health, Sixteenth Street

Community Health Centers, Children’s Hospital of Wisconsin,

Froedtert and the Medical College, the Milwaukee Health Care

Partnership (MHCP), and Milwaukee County Community-Based

Organizations (CBOs).

The project’s functionality is supported by NowPow, a digital

tool that identifies, prescribes, and tracks patient engagement

with appropriate programs and services in the community. The

information becomes a part of the patient record so members

of the healthcare team are aware of supplemental efforts to

address their social determinants of health.

impactinc.org