cnap 211 presentation_ 4-22-14
TRANSCRIPT
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Our Mission 2-1-1 LA County is dedicated to providing an
easy-to-use, caring, professional source of guidance, advocacy, and 24/7 access to a
comprehensive range of human services to the people of LA County.
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“N11” Chart
111 - Not Applicable 211 - Information &
Referral
411 - Directory
Assistance 511 - Transportation
311 - Local
Government Services
611 - Telephone
Service/Repair
711 - Telephone Relay 811 – Utility Line
‘Call before you Dig’
911 - Emergency
Police/Fire
Current FCC “N11” Assignments
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Performance Driven Agency
Agency Accreditation & Staff Certification (AIRS) 24/7 Operations Capability to Handle 140 Languages
Greeting Approach (Live Person) Alternative Systems (TTY/Voice Recognition) Data Collection & Reporting
Continuous Staff Training & Development Productivity and Quality Performance Standards Performance Recognition and Incentive Program Serve 500,000 callers annually
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1. Quality Service: Solution oriented, performance driven services for vulnerable populations working collaboratively with community partners to effectively provide effective navigation of the social service network.
2. Trained Community Resource Advisors: Qualified staff able to assess callers’ needs and help them identify underlying life conditions that may be affecting those needs.
3. Comprehensive Database: current, accurate information about services organized in a way that is easily retrieved and useful.
4. Taxonomy: 211 developed the taxonomy classification system and uses it to organize data.
2-1-1 Service Model
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Call Statistics
Top Service Requests
• Emergency Shelter
• Emergency Food
• Adult Protective Services
• Information Lines/Websites
• Utility Assistance
• Food Expense Assistance
• Housing Counseling/Search
Assistance
• Transitional
Shelter/Housing
• Public Assistance
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Caller Profile
All Rights Reserved. No part of this document may be reproduced without written consent from the 211 LA County. Source: October 2012 Survey
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Dials 2-1-1
Local phone company routes to 2-1-1 call center
Establishes rapport & trust
Diffuses emotional barriers
Establishes need(s) through in-depth assessment
Searches database for appropriate resources
2-1-1 Call Specialist empowers caller by providing accurate, enabling information and appropriate referral(s) to agencies able to help with the identified need(s)
Caller in need 2-1-1 Call Specialist
Anatomy of a 2-1-1 Call
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2-1-1
I can’t pay
my rent
My child is
on drugs I need food
I need to
find
childcare
I want to
volunteer
Food Bank Child Care
Resource
And Referral
Rental
Assistance
Program
Volunteer
Center
Drug
Rehabilitation
Center
2-1-1 Makes Health Access Simple
2-1-1, how may
I help you?
Yes, I can
connect you with
someone who
can help…
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2-1-1 Database
Comprehensive listing of over 5,700 agencies and includes almost 50,000 programs and services throughout the County.
Annual update and verification of every listing. Standard inclusion/exclusion criteria for determining appropriateness
of each listing. Site visit program to confirm and verify service descriptions. Online access for agencies to update service profiles. Free, GIS-mapped, Web-based access to database resources.
Need changes to your entry, have questions about referrals you are
receiving, contact us!
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• Screening Children 0-5 years
• Health Navigation
• Care Coordination
• Benefits Enrollment
• Motel Vouchers
• Incident Reporting (elder abuse, code enforcement,
disaster damage)
Beyond I & R
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• 211 participates in many collaborative efforts to inform groups, learn about the needs in the community and devise the appropriate solutions.
• 211 LA County has ongoing communications,
interactions and involvement with the broader community to address and assist in developing innovative approaches and strengthening network partnerships.
Partnership and Collaboration
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Resource Supervisor
Laura James
(626) 300-1326
Resource Department #: 1(877) 463-6929
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2-1-1 LA County