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A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Tulsa Helpline2-1-1 Tulsa HelplineA Better Way to Access A Better Way to Access
Health and Human ServicesHealth and Human Services
March 2007
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
What is 2-1-1?
What is 2-1-1?The number to call when
you don’t know who to call
Like 9-1-1 for emergencies, a faster access for social services
24/7 personal assistance and follow up by certified I&R specialists
Up-to-date resource information on services
Bilingual and tele-interpreter access to help
Public information point in disasters and crises
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Tulsa 2-1-1 Tulsa 2006 Highlights2006 Highlights
Celebrated one year Celebrated one year anniversary July 11 anniversary July 11thth, 2006, 2006
72,071 caller contacts (52% increase)72,071 caller contacts (52% increase)
24/7 service to Tulsa, Creek, Okmulgee, Rogers, 24/7 service to Tulsa, Creek, Okmulgee, Rogers, Wagoner, and portions of Osage Counties Wagoner, and portions of Osage Counties
2-1-1 connectivity for cell phone users 2-1-1 connectivity for cell phone users
Upgraded technology with VoIP remote call Upgraded technology with VoIP remote call taking and enhanced call management taking and enhanced call management
Expanded role in disaster response andExpanded role in disaster response and recovery in community recovery in community
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Call Volume Grows2-1-1 Call Volume Grows2005 - 2006 2005 - 2006
2403
2977
4963
6482 6416
5665
5939
7517
8508
6503
7577
6664
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
Jan 05 March05
May 05 July 05 Sept05
Nov 05
Jan 06
March06
May 06 July 06 Sept06
Nov 06
2-1-1 Tulsa Public Launch July 11, 2005
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Helps Keep Us Safe2-1-1 Helps Keep Us Safe
Vital link in emergency preparedness and response Vital link in emergency preparedness and response planning planning
Public health alerts and informationPublic health alerts and information
Hurricanes Katrina and Rita evacuees in OklahomaHurricanes Katrina and Rita evacuees in Oklahoma
May, 2006 micro-burst storm May, 2006 micro-burst storm
2006 summer heat wave 2006 summer heat wave
2007 ice storms2007 ice storms
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Makes a Big Difference2-1-1 Makes a Big Difference
““Thank you to 2-1-1 for the legal referrals. The legal Thank you to 2-1-1 for the legal referrals. The legal advice I received helped solve my problem.”advice I received helped solve my problem.”
Susan A.Susan A.
““My father was suicidal when he called 2-1-1 and a My father was suicidal when he called 2-1-1 and a “real sweetheart” talked to him and got him “real sweetheart” talked to him and got him connected to help. She also called back to check on connected to help. She also called back to check on him. He is doing fine now. 2-1-1 saved his life.”him. He is doing fine now. 2-1-1 saved his life.”
Kurt S.Kurt S.
““Thank you SO much from the bottom of my heart for Thank you SO much from the bottom of my heart for helping me get an air-conditioner.” helping me get an air-conditioner.”
Betty V.Betty V.
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Addresses Critical Needs2-1-1 Addresses Critical Needs**Callers often have multiple needsCallers often have multiple needs
Basic NeedsRent, Utilities, Shelter,
Food Clothing,
37%
Health Care& Prescription
Assistance
17%
Mental Health7%
Agency Contact Information Only
(Need not specified)14%
Other
17%
Legal3%
Government Services
5%
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Links People to2-1-1 Links People toCritical HelpCritical Help**
Financial AssistanceFinancial AssistanceBoston Ave.Boston Ave. Helping Hands Helping Hands 8,7048,704
Salvation Army Salvation Army 8,4328,432 Neighbor for Neighbor Neighbor for Neighbor 3,5283,528 John 3:16 Family CenterJohn 3:16 Family Center 2,550 2,550
Health CareHealth Care OU Tulsa Bedlam Clinic OU Tulsa Bedlam Clinic 1,953 1,953 Good Samaritan Clinic Good Samaritan Clinic 1,8411,841 Tulsa County Social Svs Tulsa County Social Svs 1,1671,167 Morton Clinic Morton Clinic 1,1141,114
Mental HealthMental Health Family & Children Svs. Family & Children Svs. 1,8371,837 (COPES -(COPES -690690) ) OKDMHSAS OKDMHSAS 680680 Associated Centers for Associated Centers for
Therapy Therapy 420420
Mental Health Assoc. Mental Health Assoc. 417417
FoodFood John 3:16 Family Center John 3:16 Family Center 4,7604,760 Baptist Ministry Center Baptist Ministry Center 1,8951,895 Catholic CharitiesCatholic Charities
1,8741,874 Emergency Infant SvsEmergency Infant Svs. 1,082. 1,082*A caller may have multiple referrals
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater TulsaPrepared by the Community Service Council of Greater Tulsa
Babyline and Planline Appointments ScheduledTulsa MSA and Surrounding Counties, 1990 through 2006
Source: Community Service Council of Greater Tulsa.
631
1,409
858 872
1,1931,432 1,345
1,789
1,333
909
1,5001,704
1,9972,107 2,212
3,004
2,6052,369 2,342
2,662 2,767
3,525
3,998
4,4234,604
4,7954,692
4,3554,219
1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 20060
1,000
2,000
3,000
4,000
5,000Number of Appointments Scheduled
Prenatal Appointments Family Planning Appointments
2-1-1 Supports Systems 2-1-1 Supports Systems Development…Prenatal CareDevelopment…Prenatal Care
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
Babyline, Planline and Kidsline Babyline, Planline and Kidsline Track TrendsTrack Trends
Babyline schedules prenatal appointments for 44% Babyline schedules prenatal appointments for 44% of resident births in Tulsa Countyof resident births in Tulsa County
99% are uninsured and/or on Medicaid99% are uninsured and/or on Medicaid
79% of pregnancies are unplanned79% of pregnancies are unplanned
30% of callers are Spanish speaking30% of callers are Spanish speaking
Kidsline scheduled 235 appointments for children in Kidsline scheduled 235 appointments for children in 2006, 54% were Hispanic 2006, 54% were Hispanic
Prenatal care and family planning services for Prenatal care and family planning services for uninsured are scarceuninsured are scarce
Babyline data supports community planning for Babyline data supports community planning for prenatal servicesprenatal services
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Enhances2-1-1 EnhancesOther Agencies’ ServicesOther Agencies’ Services
Agencies redirect callers seeking services not Agencies redirect callers seeking services not provided by the agency to 2-1-1provided by the agency to 2-1-1
Agencies’ staff call 2-1-1 or access 2-1-1 web site for Agencies’ staff call 2-1-1 or access 2-1-1 web site for additional health and human service options for additional health and human service options for clientsclients
2-1-1 staff provides training on I&R skills and social 2-1-1 staff provides training on I&R skills and social service system service system
2-1-1 has relationships with 911s, crisis service 2-1-1 has relationships with 911s, crisis service providers, and agencies serving special needsproviders, and agencies serving special needs
2-1-1 has co-marketing partnerships—e.g., PSAs on 2-1-1 has co-marketing partnerships—e.g., PSAs on breast cancer awareness, mentoring, women’s breast cancer awareness, mentoring, women’s healthhealth
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
Human Service OrganizationsHuman Service OrganizationsValue 2-1-1Value 2-1-1
““The Salvation Army appreciates the way clients The Salvation Army appreciates the way clients
seeking utility assistance, emergency shelter and seeking utility assistance, emergency shelter and
daily meals are prepared by 2-1-1 to know service daily meals are prepared by 2-1-1 to know service
hours, eligibility requirements and what supporting hours, eligibility requirements and what supporting
documents to bring. 2-1-1 creates efficiency in the documents to bring. 2-1-1 creates efficiency in the
helping process for the client and the agency.”helping process for the client and the agency.”
Tracey Booth, Executive DirectorTracey Booth, Executive Director
Salvation Army Center of HopeSalvation Army Center of Hope
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Brings State of the Art 2-1-1 Brings State of the Art Technology to Social ServicesTechnology to Social Services
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Call Center’s Technology2-1-1 Call Center’s Technology
Telephone Technology UpgradeTelephone Technology Upgrade– VoIP remote call talking capacityVoIP remote call talking capacity– On-site and remote call monitoring of calls On-site and remote call monitoring of calls
Health and Human Service Database Health and Human Service Database – 2,600+ programs coded by geographic and 2,600+ programs coded by geographic and
AIRS taxonomy keywords AIRS taxonomy keywords
Technology enables service continuityTechnology enables service continuity– Remote access to database and phonesRemote access to database and phones– Plans to develop back-up site at THD withPlans to develop back-up site at THD with
generator power generator power
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Impacts the Whole State2-1-1 Impacts the Whole State
““2-1-1 Tulsa Helpline is performing at the top level and 2-1-1 Tulsa Helpline is performing at the top level and
highly respected among members of the Oklahoma highly respected among members of the Oklahoma
2-1-1 Advisory Collaborative. The program's 2-1-1 Advisory Collaborative. The program's
willingness to expand into six more counties during willingness to expand into six more counties during
2007 will enable 2-1-1 to serve more Oklahomans in 2007 will enable 2-1-1 to serve more Oklahomans in
the most efficient manner."the most efficient manner."
Steve Willoughby, ChairmanOklahoma 2-1-1 Advisory Collaborative
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 in Oklahoma2-1-1 in Oklahoma
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
Senator Brian Crain makes the first honorary cell Senator Brian Crain makes the first honorary cell phone call to 2-1-1 at press conference July 11, 2006phone call to 2-1-1 at press conference July 11, 2006
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
Funders Support Funders Support the Growth of 2-1-1the Growth of 2-1-1
Tulsa Area United WayTulsa Area United Way
Chapman TrustChapman Trust
Oklahoma Department of Human ServicesOklahoma Department of Human Services
FoundationsFoundations
A Program of The Community Service Council of Greater TulsaA Program of The Community Service Council of Greater Tulsa
2-1-1 Looks Toward the Future: 2-1-1 Looks Toward the Future: 2007-20082007-2008
Meeting funding needsMeeting funding needs
Expanding 2-1-1 to Adair, Cherokee, Okfuskee, Expanding 2-1-1 to Adair, Cherokee, Okfuskee, Muskogee, McIntosh, Sequoyah - April 1, 2007Muskogee, McIntosh, Sequoyah - April 1, 2007
Developing service relationships and targeted Developing service relationships and targeted marketing in rural countiesmarketing in rural counties
Enhancing emergency response capacity Enhancing emergency response capacity
Partnering with public agenciesPartnering with public agencies
Achieving AIRS Accreditation for 2-1-1 Tulsa Achieving AIRS Accreditation for 2-1-1 Tulsa
Responding to calls, expected to exceed 80,000Responding to calls, expected to exceed 80,000