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ANNUAL 211 REPORT For 2017

Gary Madden Director

211 San Bernardino County [email protected]

Abstract What can data from 64,529 calls to the 211 helpline tell us? Where can we focus resources to have the greatest impact? What are the trends that we should be paying attention to?

1

Contents About United Way’s 211 San Bernardino County .......................................................................................................4

Executive Summary .....................................................................................................................................................6

Basic 211 Statistics for 2018 .......................................................................................................................................7

Information & Referral Calls to the 2-1-1 dialing code: 64,529 ..............................................................................7

Number of referrals: 91,570 ...................................................................................................................................7

211SB.ORG ..................................................................................................................................................................8

Web Traffic per Google Analytics from July 1, 2017 - December 31, 2017 ............................................................8

Users: 15,706 ......................................................................................................................................................8

Sessions: 23,205 ..................................................................................................................................................8

Pageviews: 192,563.............................................................................................................................................8

Access device: 53% access on mobile devices - 66% Android, 33% iOS, 1% Windows ......................................8

211 San Bernardino Resource Database .....................................................................................................................8

Resource statistics...................................................................................................................................................8

211 San Bernardino Caller Statistics ...........................................................................................................................8

Random Callback Survey Results ............................................................................................................................8

Countywide Distribution of Calls ............................................................................................................................9

Countywide Caller Demographics ...........................................................................................................................9

Countywide Caller Needs ......................................................................................................................................... 12

Top 24 Needs Per City .......................................................................................................................................... 13

Adelanto ........................................................................................................................................................... 13

Apple Valley ..................................................................................................................................................... 14

Barstow ............................................................................................................................................................ 14

Big Bear lake ..................................................................................................................................................... 14

Chino ................................................................................................................................................................ 15

Chino Hills......................................................................................................................................................... 15

Colton ............................................................................................................................................................... 16

Crestline ........................................................................................................................................................... 16

Fontana ............................................................................................................................................................ 16

Grand Terrace .................................................................................................................................................. 17

Hesperia ........................................................................................................................................................... 17

Highland ........................................................................................................................................................... 17

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Joshua Tree ...................................................................................................................................................... 18

Lake Arrowhead ............................................................................................................................................... 18

Loma Linda ....................................................................................................................................................... 19

Lucerne Valley .................................................................................................................................................. 19

Montclair .......................................................................................................................................................... 19

Needles ............................................................................................................................................................ 20

Ontario ............................................................................................................................................................. 20

Rancho Cucamonga .......................................................................................................................................... 20

Redlands ........................................................................................................................................................... 21

Rialto ................................................................................................................................................................ 21

Running Springs................................................................................................................................................ 21

San Bernardino ................................................................................................................................................. 22

Twentynine Palms ............................................................................................................................................ 22

Upland .............................................................................................................................................................. 23

Victorville ......................................................................................................................................................... 23

Wrightwood ..................................................................................................................................................... 23

Yermo ............................................................................................................................................................... 24

Yucaipa ............................................................................................................................................................. 24

Yucca Valley...................................................................................................................................................... 24

Needs Per City/Town Per Every 10 Residents...................................................................................................... 26

Food ................................................................................................................................................................. 26

Housing/Shelter ............................................................................................................................................... 27

Material Goods................................................................................................................................................. 28

Transportation ................................................................................................................................................. 29

Utilities ............................................................................................................................................................. 30

Health Care....................................................................................................................................................... 31

Mental Health Services .................................................................................................................................... 32

Substance Abuse Services ................................................................................................................................ 33

Conclusions .............................................................................................................................................................. 34

Big needs: Barstow ............................................................................................................................................... 34

The Victor Valley .................................................................................................................................................. 34

Other indications and thoughts generated from the city/town comparison ...................................................... 34

Food ................................................................................................................................................................. 34

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Housing/Shelter ............................................................................................................................................... 35

Material Goods................................................................................................................................................. 35

Transportation ................................................................................................................................................. 35

Utilities ............................................................................................................................................................. 35

Healthcare ........................................................................................................................................................ 35

Mental Health Services .................................................................................................................................... 35

Substance Abuse Services ................................................................................................................................ 35

Thanks to our Sponsors ............................................................................................................................................ 36

Information Empowers People

211 Powers Information

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About United Way’s 211 San Bernardino County

REAL PEOPLE, REAL HELP

211 San Bernardino County, a joint project of the United Ways Serving San Bernardino County, is the central

source for providing free and confidential information and referrals for all health and human services in San

Bernardino County through our 211sb.org website or our 2-1-1 call line. Our phone lines are open 24 hours a

day, 7 days a week, with trained Community Resource Advisors prepared to offer help with any situation, any

time—whether financial, domestic, health, or disaster-related.

Dial 2-1-1 or visit 211sb.org for accurate information about local services and resources that can improve—and

save—lives. With detailed information on more than 1,300 agencies and the 3,500 programs they operate plus

hundreds of state and national resources, you’ll find information about:

• Supplemental food and nutrition programs

• Shelter and housing options and utilities assistance

• Emergency information and disaster relief

• Employment resources

• Services for veterans

• Health care, vaccination, and health epidemic information

• Addiction prevention and rehabilitation programs

• Reentry help for ex-offenders

• Support groups for individuals with mental illnesses or special needs

• Child and elder abuse

• A safe, confidential path out of physical and/or emotional domestic abuse

• And many other services

211 is committed to being the first, most essential resource to anyone who needs help. Help is available in

English, Spanish, and 150 languages.

211 SPECIAL INITIATIVES

VetLink Veteran Services

211 VetLink believes that veterans are most effective at helping veterans. 211’s Certified Veteran Peer Support

Specialists are veterans who have successfully made their own transition back to civilian life; and are helping

those who have served our country, along with their families, to connect to the resources they need to survive

and thrive.

Children and Family Services

211 Children and Family Special Services work to bridge the gap for children exiting out of foster care by

researching and advocating for resources to improve the safety, permanency, and wellbeing of children and

families at risk.

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Preschool Services

211 Preschool Special Services engages with the county to provide support, advocacy, and resources to low-

income and disadvantaged families with children ages 0-5.

Re-Entry Services

211 Re-Entry Peer Support Specialists are dedicated to helping individuals that have been formerly incarcerated

make connections with the community and with employment, housing, and educational resources that will

ensure a successful return to a normal life while maintaining compliance with the law, probation, and parole.

Pathways Home

211 Pathways Home is a simple and effective way to assess, assist, and assign people experiencing or facing

homelessness to the vital housing resources and supportive services that best meets their needs. Pathways

Home services include street outreach, mental health assessment, housing navigation, care coordination,

provider coordination, documentation assistance, and partnership collaboration to help individuals and families

find a safe and permanent place to call home.

Child Abuse

An award winning project to end child abuse that includes billboards and posters in partnership with United Way

211, Children & Family Services of San Bernardino County, First 5, and Children’s Network. On Friday, March 2,

2018, the 15,000th call was transferred through the 211 system to the county’s Child and Adult Abuse Hotline.

This has been a tremendously successful partnership between government and a private nonprofit.

Maternal Health & Lactation

211 is part of a coordinated system that connects women with maternal mental health concerns to professionals

who can assess client needs and refer them to effective, specialized interventions. Certified Lactation Support

consultants are on call 24/7 to assist mothers with breastfeeding issues.

High Speed Internet Connectivity

211, in partnership with CETF and Frontier Communications and others, is working to connect disadvantaged

individuals and families with needed low-cost, high speed internet and phone and free Chromebooks to

qualifying individuals.

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Executive Summary United Way’s 211 San Bernardino County project has grown in breadth of expertise in target populations since

its launch in September of 2006 in response to many pressures including the advent and spread of mobile

devices. For the first time, more than half, a full 53% of users of our data portal at 211sb.org accessed the site

on a mobile device. And while using the web to obtain resource information from 211 has increased

dramatically, the call volume has remained about the same over the past 3 years.

This report includes a city/town level look at some of the demographics and important needs of vulnerable

residents in San Bernardino County, as revealed through the calls and texts to the 211 helpline during 2017. It is

not a comprehensive needs assessment, nor is it even a comprehensive dive into 211 data. It is our hope that

the information in this report will provide a taste of what 211 data can show. Data has no relevance until a

question is asked which the data can answer. I will always remember a joint meeting of First 5 San Bernardino

and First 5 Riverside when a well-known physician from Loma Linda University Health shared that one of our

common problems is that there is essential data for the inland areas that simply doesn’t exist. The 211 system

could be an operation to produce some of that data.

Calls to the 2-1-1 easy to remember number continue to be originated by women at a 3 to 1 ratio, consistent

over the year life of 211. About 12% of callers share income information and more than 75% of those fall into

low or very low income levels. 45% of caller share the sources of income. 12% of those indicate employment as

one source of their income. Only 10% indicate employment as the sole source of income. 8% indicate no

current income with 7% indicating TANF and 7% indicating SSI as sole source of income.

There has been a steady increase in calls from seniors, with housing becoming more critical.

We looked at eight specific needs expressed in the calls to the 2-1-1 number in relationship to the population of

31 cities and towns listed on the San Bernardino County website to see if we could identify higher need areas.

Housing needs dominate, at nearly double the requests for the next highest need, utility payment assistance.

The City of Barstow shows the highest rate of calls for help of any city or town of significant size, followed by the

City of San Bernardino. In fact, Barstow, Victorville, Adelanto, Apple Valley, and Hesperia make up five of the top

ten cities/towns.

Barstow, Adelanto, Victorville, and Apple Valley show by far the highest need for utility payment assistance. In

short, the residents of and around the Victor Valley are desperate for additional economic and other resources,

according to their use of the 211 system.

It is no surprise that San Bernardino shows high in most categories, generating the second highest proportional

requests for assistance overall, although three cities were higher for transportation needs. San Bernardino also

generated a much greater volume of calls for help per capita for substance abuse services, 54% higher than the

next highest, Yucca Valley.

Redlands shows a surprisingly high need for mental health services, nearly as high as San Bernardino followed by

Victorville, Lucerne Valley and Barstow.

Searches performed on the 211 online database mimic calls with housing totally dominating all other searches.

Clearly housing and income are the two most out of balance factors affecting our communities.

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Basic 211 Statistics for 2018

Information & Referral Calls to the 2-1-1 dialing code: 64,529

The difference between Total Calls and I&R Call Totals is created by calls received that are not actual calls for

assistance or information, such as wrong numbers, static calls, and calls with no sound.

Number of referrals: 91,570 Top 26 agencies that 211 referred clients to in 2017:

Agency #Referrals Agency #Referrals

Catholic Charities 7810

San Bernardino County Department of Behavioral Health

1330

Community Action Partnership of San Bernardino County

4455

Inland Counties Legal Services 1316

The Salvation Army - San Bernardino 3415

Housing Authority of the County of San Bernardino

1306

Way World Outreach Ministry 2747 Another Level for Women 1259

Housing Opportunities Collaborative Inland Empire

2545

Samaritans Helping Hand 1166

National Community Renaissance 1807 Central City Lutheran Mission 1147

Time for Change Foundation 1694 The Salvation Army - Victor Valley 1082

Goodwill Southern California 1551 2-1-1 Los Angeles County 1050

Mercy House 1461 First Church of the Nazarene 1028

San Bernardino County Department of Aging and Adult Services

1419

Inland Fair Housing and Mediation Board 927

San Bernardino County Transitional Assistance Department

1405

Marys Mercy Center 914

Family Service Association of Redlands 1354 Desert Manna 872

High Desert Homeless Services 1338

San Bernardino County Department of Public Health

845

0

1000

2000

3000

4000

5000

6000

7000

8000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

211 Call Totals and I&R Call Totals for 2017

Calls I&R Calls

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211SB.ORG

Web Traffic per Google Analytics from July 1, 2017 - December 31, 2017

Users: 15,706

Sessions: 23,205

Pageviews: 192,563

Access device: 53% access on mobile devices - 66% Android, 33% iOS, 1% Windows

211 San Bernardino Resource Database The iCarol database the United Way 211 uses stores both resource information and caller data. In partnership

with a dozen other 211s in California, we share a linked database containing resource information on statewide,

national and virtual agencies and programs. Its usage is invisible to users.

Resource statistics State/National shared database:

Agencies: 416 Programs: 475

Local 211 San Bernardino database:

Agencies: 999 Programs: 2944

211 San Bernardino Caller Statistics Although it is not required in order to receive assistance, 211 staff ask, and most callers share a lot of

information about themselves, their family, and their needs. This information is captured in 211’s iCarol

database during the call. Staff also have been performing random callback surveys for 11 years, asking 5

questions to determine the effectiveness of our assistance in helping callers obtain the services or information

they need.

Random Callback Survey Results There were 1381 respondents to our 5 questions in 2017. For those who responded with an answer other than

“No response” (about 8% of respondents answered “No response”):

• 90% of respondents indicated that they “did contact the agency(s)” they were referred to by 211 staff.

• 94% indicated that the “referrals were accurate”.

• 49% indicated success obtaining the needed help, with another 22% indicating no, because the referred

agency was “out of funding” and another 7% “not able to get hold of the agency”.

• 96% indicated they were “satisfied with the service they received from 211”.

• 98% indicated that they “would use 211 again if they needed help”.

Agencies whose programs have run out of funding or who are overwhelmed with calls making it difficult to

connect with have problems that are beyond the control of 211. We do endeavor to keep up with funding

availability but some agencies do not share this information with us on a regular basis. However, we see that

even callers who not receive the help they were requesting still indicate high levels of satisfaction with our

service and indicate that they would use the service again.

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Countywide Distribution of Calls It’s not surprising that more calls are generated from San Bernardino than any other city or town in the county.

But it is more instructive to see where higher concentration of calls occurs in relation to the size of the

population. The following chart shows the highest volume of calls from the top 12 cities on the left. On the

right we can see which 12 areas have more people calling per population, identifying higher need areas. We will

look at these in more depth later in this report.

211 Calls per City/Town, descending order 211 Calls Per 10 residents, descending order

City/Town Calls Percentage City/Town Population Calls Percentage

San Bernardino 14213 22% Barstow 22910 1810 8%

Victorville 5941 9% San Bernardino 211530 14213 7%

Ontario 4688 7% Yermo 1165 65 6%

Fontana 3893 6% Victorville 117550 5941 5%

Hesperia 2392 4% Adelanto 31380 1517 5%

Rialto 2302 4% Apple Valley 69790 2019 3%

Upland 2038 3% Ontario 165700 4688 3%

Apple Valley 2019 3% Upland 74490 2038 3%

Rancho Cucamonga 1968 3% Colton 52650 1414 3%

Barstow 1810 3% Hesperia 90800 2392 3%

Adelanto 1517 2% Joshua Tree 7810 203 3%

Colton 1414 2% Crestline 9060 216 2%

High growth areas tend to suffer from scarcity of services, as providers struggle to keep up with the growth. As

shown so starkly in the chart, High Desert communities are in great need of more easily accessible services. The

formulation of the county’s Council of Governments is a hopeful recognition that better multi-sector planning

across jurisdictions can improve outcomes with better and broader planning.

Countywide Caller Demographics In the interest of time management, required to answer as many caller inquires as possible without

compromising quality of service, and to respect callers’ right to choose whether or not to answer personal

questions, many calls do not lend themselves to capturing all demographic data that is possible within the 211

database. This makes for a complicated data set, yet the volume of calls makes it possible to glean valuable

information from callers. The following charts and graphs depict countywide data. Call transactions where

demographic information was not provided are excluded from the graphs. Where deemed pertinent, the

percentage of calls where the specific information is not provided is noted. Information specific to cities and

towns is presented later in this document.

10

0%

50%

100%

Female Male Other

75%

25%

0%

Gender

0%

50%

100%

97%

0% 0% 0% 3%

Language

0%

10%

20%

30%

40%

50%

1% 1%

30%

41%

5% 2% 1%

19%

Race/Ethnicity

0%

5%

10%

15%

20%

0% 0% 1%3%

17%

14% 14% 15%

20%

5%

10%

Age

Note

In calendar year 2013 callers

identifying as 65 or older

only comprised 6% of all 211

callers. A steady climb of

retirement age callers marks

a 17% increase in 5 years.

11

0%

10%

20%

30%

40%

16%

34%28%

10% 7%3% 1% 1% 0% 0% 0% 0%

Monthly Estimated Income

0%

10%

20%

30%

40%

50%

60%54%

18%12% 12%

2% 1% 2%

Transportation Dependency

0%

5%

10%

15%

20%

25%

30%

35%

1 2 3 4 5 6 7 8 9 10 11

33%

22%

16%13%

8%

4%2% 1% 0% 0% 0%

Family Size

Note 46% of 211 callers do not

have their own

transportation. It is likely

that a portion of those

who are family units and

do have their own vehicle

have only one, which still

limits mobility.

Elephant in the room?

12

Roughly 25% of callers indicate the number of children under 6 years old in the household. The following chart is

based on that 25%.

Countywide Caller Needs No other source of information is as comprehensive as 211 for understanding the needs of low income and

vulnerable people in San Bernardino County. The 65,000 – 70,000 calls, texts and emails from community

members per year requesting assistance becomes a rich source of local data at the countywide, city, and zip

code levels. Although there are only 24 cities and townships in the county, the County website lists 31 cities and

towns (https://www.sbcounty.gov/main/pages/Cities.aspx). So, for the purposes of continuity, we have chosen

to represent 211 data in terms of all 31 areas, whenever possible. Some more granular data analysis descends

below the level of statistically significance and is therefore left out for some of the smaller geographical areas.

0%

10%

20%

30%

40%

50%

0 1 2 3 4 5 6 7 8

49%

31%

15%

4%1% 0% 0% 0% 0%

Number of Children Under 6

0 2000 4000 6000 8000 10000 12000 14000 16000

Housing

Utility Assistance

Food/Meals

Legal, Consumer and Public Safety

Individual/Family/Community Support

Information Services

Mental Health/Addictions

Health Care

Clothing/Personal/Household Needs

Employment

Transportation

Income Support/Assistance

Other Government/Economic Services

Education

Disaster Services

Volunteers/Donations

Arts, Culture and Recreation

General Categories of Needs as expressed in calls to 211

https://www.sbcounty.gov/main/pages/Cities.aspx

13

Top 24 Needs Per City

Adelanto

Needs Count

Utilities 471 Health Supportive Services 21

Housing/Shelter 343 Mental Health Assessment and Treatment 19

Food 164 Transients 18

Material Goods 100 Disabilities and Health Conditions 17

Employment 96 Outpatient Health Facilities 15

Legal Services 75 Law Enforcement Services 13

Individual and Family Support Services 73 Consumer Regulation 12

Transportation 72 Courts 11

Information Services 59 Age Groups 11

Public Assistance Programs 50 Substance Use Disorder Services 10

Income/Employment Status 36 Mutual Support 10

Donor Services 21 Health Screening/Diagnostic Services 10

0 2000 4000 6000 8000 10000 12000 14000

Housing/ShelterUtilities

FoodInformation Services

Individ/Family SupportLegal Services

Material GoodsEmployment

Public AssistanceTransportation

Mental Health Assessmt/TreatmtSubstance Use Disorder Services

TransientsHealth Supportive Services

Income/Employment StatusCommunity Econ Developmt/Finance

Consumer RegulationDisabilities and Health Conditions

Counseling SettingsOutpatient Health Facilities

Top 20 drill-down needs

14

Apple Valley

Needs Count

Utilities 491 Mental Health Assessment & Treatment 37

Housing/Shelter 471 Substance Use Disorder Services 34

Food 232 Health Supportive Services 31

Legal Services 124 Specialty Medicine 25

Employment 109 Disabilities and Health Conditions 25

Individual and Family Support Services 109 Mental Health Care Facilities 24

Information Services 106 Consumer Regulation 23

Public Assistance Programs 91 Community Economic Development/Finance 22

Transportation 89 Age Groups 18

Material Goods 85 Donor Services 16

Transients 43 Tax Organizations and Services 15

Income/Employment Status 41 Outpatient Health Facilities 15

Barstow

Needs Count

Housing/Shelter 398 Transients 30

Utilities 381 Disabilities and Health Conditions 20

Food 235 Substance Use Disorder Services 19

Material Goods 107 Health Supportive Services 19

Individual and Family Support Services 103 Educational Institutions/Schools 18

Transportation 85 Tax Organizations and Services 15

Legal Services 82 Consumer Regulation 14

Employment 82 Community Economic Development/Finance 14

Information Services 66 Donor Services 13

Public Assistance Programs 56 Public Safety 11

Income/Employment Status 41 Law Enforcement Services 10

Mental Health Assessment and Treatmt 32 Outpatient Health Facilities 9

Big Bear lake

Needs Count

Housing/Shelter 19 Individual and Family Support 2

Utilities 15 Transportation 2

Information Services 10 Disabilities and Health Conditions 2

Food 7 Income/Employment Status 2

Transients 6 Educational Programs 1

Public Assistance Programs 5 Health Supportive Services 1

Employment 5 Tax Organizations and Services 1

Material Goods 3 Donor Services 1

15

Legal Services 3 Family Relationships 1

Criminal Correctional System 2 Specialty Medicine 1

Substance Use Disorder Services 2 Victims/Survivors 1

Mental Health Care Facilities 2 Mental Health Assessment/Treatment 1

Chino

Needs Count

Housing/Shelter 234 Transportation 19

Utilities 102 Counseling Settings 15

Information Services 87 Community Economic Development/Finance 15


Individual and Family Support Services 59 Educational Programs 13

Legal Services 51 Specialty Medicine 12

Public Assistance Programs 39 Transients 11

Material Goods 36 Family Relationships 10


Mental Health Assessment and Treatment

23

Human Reproduction 10

Age Groups 22 Disabilities and Health Conditions 9

Substance Use Disorder Services 21 Educational Institutions/Schools 9

Chino Hills

Needs Count

Housing/Shelter 65

Community Economic Development/Finance

4

Utilities 27 Mental Health Care Facilities 4

Information Services 23 Tax Organizations and Services 3


Public Assistance Programs 13 Mutual Support 3


Individual and Family Support Services 12 Age Groups 3

Transportation 9 Families and Individuals Needing Support 2


7

Material Goods 2

Substance Use Disorder Services 6 Health Screening/Diagnostic Services 2

Employment 6 Income/Employment Status 2

Disabilities and Health Conditions 6 Counseling Settings 2

16

Colton

Needs Count

Housing/Shelter 402 Community Economic Development/Finance 24



Individual and Family Support Services 90 Disabilities and Health Conditions 20


Information Services 74 Income/Employment Status 16

Material Goods 67 Outpatient Health Facilities 13

Employment 59 Specialty Medicine 13

Transportation 59 Transients 12

Public Assistance Programs 51 Donor Services 11

Mental Health Assessment/Treatment 34 Community Planning and Public Works 10

Substance Use Disorder Services 33 Family Relationships 10

Crestline

Needs Count

Housing/Shelter 49 Community Facilities/Centers 5

Utilities 30 Mental Health Assessment and Treatment 5

Information Services 26 Substance Use Disorder Services 4

Food 24 Community Economic Development/Finance 4

Public Assistance Programs 15 Age Groups 3

Individual and Family Support Services 14 Specialty Medicine 3

Material Goods 10 Law Enforcement Services 3

Transportation 9 Health Screening/Diagnostic Services 2

Health Supportive Services 8 Money Management 2

Legal Services 8 Mental Health Care Facilities 2

Employment 5 Community Planning and Public Works 2

Disabilities and Health Conditions 5 Community Groups & Govt/Admin Offices 2

Fontana

Needs Count

Housing/Shelter 1157 Health Supportive Services 69

Utilities 447 Outpatient Health Facilities 63

Food 399 Counseling Settings 63


Individual and Family Support Services 237 Transients 51



Material Goods 182 Income/Employment Status 48

17

Public Assistance Programs 170 Educational Institutions/Schools 44


Mental Health Assessment and Treatment 115 Specialty Medicine 37

Substance Use Disorder Services 98 Courts 36

Grand Terrace

Needs Count

Housing/Shelter 43 Family Relationships 3

Utilities 26 Substance Use Disorder Services 3

Food 20 Material Goods 3

Legal Services 11 Community Economic Development/Finance 2

Employment 10 Law Enforcement Services 2

Individual and Family Support Services 10 Rehabilitation/Habilitation Services 2

Transportation 8 Income/Employment Status 2

Public Assistance Programs 8 Consumer Assistance and Protection 2

Information Services 6 Specialized Treatment and Prevention 1

Counseling Settings 5 Public Safety 1

Outpatient Health Facilities 4 Consumer Regulation 1

Mental Health Assessment and Treatment 4 Inpatient Health Facilities 1

Hesperia

Needs Count


Housing/Shelter 517 Income/Employment Status 36

Food 238 Consumer Regulation 34

Legal Services 143 Transients 33


Employment 124 Counseling Settings 26

Public Assistance Programs 106 Specialty Medicine 20

Transportation 101 Disabilities and Health Conditions 19

Material Goods 86 Courts 19

Individual and Family Support Services 80 Community Planning and Public Works 19


54

Outpatient Health Facilities 18

Substance Use Disorder Services 41 Social Insurance Programs 18

Highland

Needs Count



18



Material Goods 82 Specialty Medicine 14

Information Services 76 Outpatient Health Facilities 14


Transportation 49 Law Enforcement Services 11



Mental Health Assessment and Treatment 26 Donor Services 10

Substance Use Disorder Services 20 Mutual Support 10

Joshua Tree

Needs Count

Utilities 44 Social Insurance Programs 3

Housing/Shelter 41 Public Health 3

Information Services 17 Transients 3

Food 16 Outpatient Health Facilities 3

Individual and Family Support Services 13 Consumer Assistance and Protection 2

Public Assistance Programs 10 Disabilities and Health Conditions 2

Legal Services 7 Courts 2

Transportation 7 Counseling Settings 2

Community Economic Development/Finance 5 Inpatient Health Facilities 2

Material Goods 4 Law Enforcement Agencies 2

Tax Organizations and Services 4 Specialty Medicine 1

Health Supportive Services 4 Mental Health Assessment and Treatment 1

Lake Arrowhead

Needs Count Substance Use Disorder Services 1

Housing/Shelter 8 Individual and Family Support Services 1

Food 6 Mutual Support 1

Utilities 4 Consumer Regulation 1

Mental Health Assessment and Treatment 2 Public Assistance Programs 1

Transportation 2 Legal Services 1

Health Supportive Services 2 Courts 1

Information Services 2 Material Goods 1

Outpatient Health Facilities 1 Income/Employment Status 1

Disabilities and Health Conditions 1 Counseling Settings 1

19

Loma Linda

Needs Count

Housing/Shelter 145 Educational Institutions/Schools 8

Utilities 61 Outpatient Health Facilities 7


Information Services 31 Age Groups 7



Public Assistance Programs 23 Consumer Regulation 6

Transportation 23 Community Planning and Public Works 6

Material Goods 22 Mental Health Care Facilities 5

Legal Services 19 Mental Health Assessment and Treatment 5

Counseling Settings 9 Substance Use Disorder Services 5

Law Enforcement Services 8 Law Enforcement Agencies 4

Lucerne Valley

Needs Count

Utilities 55 Law Enforcement Services 3


Food 18 Community Groups and Govt/Admin Offices 3

Employment 13 Age Groups 3

Information Services 12 Mental Health Care Facilities 3

Public Assistance Programs 8 Individual and Family Support Services 3

Legal Services 8 Leisure Activities/Recreation 2

Transportation 6 Community Planning and Public Works 2

Income/Employment Status 6 Donor Services 2

Mental Health Assessment and Treatment 6 Disabilities and Health Conditions 2

Material Goods 6 Tax Organizations and Services 2

Community Facilities/Centers 4 Domestic Animal Services 2

Montclair

Needs Count

Housing/Shelter 189 Educational Institutions/Schools 11


Legal Services 49 Family Relationships 9

Information Services 47 Transients 8

Food 46 Disabilities and Health Conditions 7

Individual and Family Support Services 33 Public Safety 7

Employment 31 Income/Employment Status 7

Public Assistance Programs 24 Health Screening/Diagnostic Services 7

20


Mental Health Assessment and Treatment 21 Mutual Support 6

Transportation 20 Community Economic Development/Finance 6

Substance Use Disorder Services 17 Health Supportive Services 5

Needles

Needs Count Food 2

Utilities 7 Legal Services 2

Public Assistance Programs 5 Employment 1

Individual and Family Support Services 5 Family Relationships 1


Transportation 3 Law Enforcement Services 1

Ontario

Needs Count



Utilities 345 Community Economic DevelopmentFinance 68



Legal Services 241 Counseling Settings 48

Material Goods 208 Disabilities and Health Conditions 47

Employment 162 Consumer Regulation 45


Transportation 136 Specialty Medicine 41

Mental Health Assessment and Treatment 116 Outpatient Health Facilities 41


Rancho Cucamonga

Needs Count

Housing/Shelter 652 Community Economic Development/Finance 38

Utilities 247 Transients 33


Individual and Family Support Services 137 Health Supportive Services 29

Information Services 124 Educational Institutions/Schools 28

Material Goods 100 Consumer Regulation 27

Legal Services 94 Income/Employment Status 27

Employment 88 Age Groups 26

Public Assistance Programs 82 Mental Health Care Facilities 24


21

Transportation 65 Disabilities and Health Conditions 21


Redlands

Needs Count

Housing/Shelter 421 Counseling Settings 25


Utilities 110 Substance Use Disorder Services 21


Information Services 69 Educational Institutions/Schools 15

Material Goods 60 Health Supportive Services 14


Transportation 43 Mental Health Care Facilities 12


Legal Services 41 Outpatient Health Facilities 11

Mental Health Assessment and Treatment 36 Consumer Regulation 11

Transients 29 Public Safety 10

Rialto

Needs Count


Utilities 330 Community Economic Development/Finance 38



Information Services 133 Health Supportive Services 29

Material Goods 132 Transients 29


Legal Services 102 Income/Employment Status 24

Public Assistance Programs 90 Consumer Regulation 23

Transportation 83 Educational Institutions/Schools 20

Mental Health Assessment and Treatment 80 Mental Health Care Facilities 19

Counseling Settings 43 Age Groups 19

Running Springs

Needs Count


Utilities 8 Consumer Assistance and Protection 1

Individual and Family Support Services 5 Caregivers 1

Legal Services 4 Disabilities and Health Conditions 1

Public Assistance Programs 4 Community Groups and Govt/Admin Offices 1

22

Income/Employment Status 4 Mental Health Care Facilities 1


Transportation 3 Mutual Support 1


Age Groups 3 Donor Services 1

Counseling Settings 3 Disaster Services 1

Employment 2 Law Enforcement Agencies 1

San Bernardino

Needs Count


Food 1438 Consumer Regulation 181

Utilities 1411 Transients 167


Material Goods 777 Income/Employment Status 153

Individual and Family Support Services 743 Disabilities and Health Conditions 131


Legal Services 641 Law Enforcement Services 119

Transportation 448 Donor Services 111

Public Assistance Programs 434 Outpatient Health Facilities 99

Mental Health Assessment and Treatment 323 Human Reproduction 95

Substance Use Disorder Services 245 Educational Institutions/Schools 89

Twentynine Palms

Needs Count

Housing/Shelter 127 Tax Organizations and Services 8

Utilities 117 Consumer Regulation 7



Information Services 33 Counseling Settings 5


Material Goods 25 Consumer Assistance and Protection 5

Public Assistance Programs 24 Substance Use Disorder Services 5

Transportation 23 Money Management 4

Employment 17 Community Planning and Public Works 4


Income/Employment Status 11 Community Groups and Govt Admin Offices 4

23

Upland

Needs Count

Housing/Shelter 535 Income/Employment Status 40




Individual and Family Support Services 101 Community Economic Development/Finance 24

Legal Services 84 Counseling Settings 23



Material Goods 64 Family Relationships 20



Substance Use Disorder Services 40 Specialty Medicine 14

Victorville

Needs Count

Housing/Shelter 1413 Transients 148

Utilities 1226 Mental Health Assessment/Treatment 128

Food 488 Substance Use Disorder Services 91

Employment 334 Health Supportive Services 84


Legal Services 297 Disabilities and Health Conditions 63

Transportation 245 Consumer Regulation 53

Individual and Family Support Services 229 Educational Institutions/Schools 50


Public Assistance Programs 188 Mental Health Care Facilities 45

Wrightwood

Needs Count

Housing/Shelter 6 Rehabilitation/Habilitation Services 1

Individual and Family Support Services 6 Income/Employment Status 1

Utilities 5 Transportation 1

Health Supportive Services 3 Age Groups 1

Legal Services 3 Domestic Animal Services 1

Public Assistance Programs 2 Counseling Settings 1

Mutual Support 2 Social Insurance Programs 1

Food 2 Educational Support Services 1

Material Goods 2 Substance Use Disorder Services 1

24

Information Services 2 Employment 1

Human Reproduction 1 Community Planning and Public Works 1

Specialty Medicine 1 Mental Health Care Facilities 1

Yermo

Needs Count Mutual Support 1

Utilities 8 Information Services 1

Housing/Shelter 7 Employment 1

Individual and Family Support Services 6 Public Safety 1

Public Assistance Programs 2 Tax Organizations and Services 1

Income/Employment Status 2 Law Enforcement Agencies 1

Occupations 1 Legal Services 1

Yucaipa

Needs Count



Food 70 Specialty Medicine 12





Transportation 30 Families and Individuals Needing Support 7


Substance Use Disorder Services 20 Criminal Correctional System 6

Outpatient Health Facilities 19 Domestic Animal Services 6

Material Goods 18 Public Safety 6

Yucca Valley

Needs Count



Food 57 Mental Health Care Facilities 9

Legal Services 29 Tax Organizations and Services 9



Public Assistance Programs 21 Specialty Medicine 6

Transportation 19 Family Relationships 5

Material Goods 17 Counseling Settings 5

Substance Use Disorder Services 15 Transients 4

25

Employment 12 Courts 3

Health Supportive Services 12 Volunteer Opportunities 3

Next we’ll look at needs per city/town as a percentage of the population, and include some analysis. The

purpose is simple. Knowing where higher concentrations of specific needs are occurring offers an opportunity

to focus appropriate resources where they can have the greatest impact. The following charts are a look at the

percentage of requests for assistance with specific needs per 10 residents in each city/town. The needs used in

this comparison are Food, Housing/Shelter, Material Goods, Transportation, Utilities, Health Care, Mental Health

Services, and Substance Abuse Services.

26

Needs Per City/Town Per Every 10 Residents

Food

0% 5% 10% 15% 20% 25%

Adelanto

Apple Valley

Barstow

Big Bear Lake

Chino

Chino Hills

Colton

Crestline

Fontana

Grand Terrace

Hesperia

Highland

Joshua Tree

Lake Arrowhead

Loma Linda

Lucerne Valley

Montclair

Needles

Ontario

Rancho Cucamonga

Redlands

Rialto

Running Springs

San Bernardino

Twentynine Palms

Upland

Victorville

Wrightwood

Yermo

Yucaipa

Yucca Valley

Food

Note

Knowing where higher concentrations of specific needs are occurring offers an opportunity to focus appropriate resources there where they can have the greatest impact.

211 maintains call data down to the zip code level as a default. However, 211 staff could obtain nearest cross street information from callers of a certain profile if this is desired to more accurately pinpoint locations of specific acute needs.

If interested, send an email with details to Chris Darbee, 211 Operations Supervisor: [email protected].

27

Housing/Shelter

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Adelanto

Apple Valley

Barstow

Big Bear Lake

Chino

Chino Hills

Colton

Crestline

Fontana

Grand Terrace

Hesperia

Highland

Joshua Tree

Lake Arrowhead

Loma Linda

Lucerne Valley

Montclair

Needles

Ontario

Rancho Cucamonga

Redlands

Rialto

Running Springs

San Bernardino

Twentynine Palms

Upland

Victorville

Wrightwood

Yermo

Yucaipa

Yucca Valley

Housing/Shelter

28

Material Goods

0% 1% 2% 3% 4% 5% 6% 7% 8% 9%

Adelanto

Apple Valley

Barstow

Big Bear Lake

Chino

Chino Hills

Colton

Crestline

Fontana

Grand Terrace

Hesperia

Highland

Joshua Tree

Lake Arrowhead

Loma Linda

Lucerne Valley

Montclair

Needles

Ontario

Rancho Cucamonga

Redlands

Rialto

Running Springs

San Bernardino

Twentynine Palms

Upland

Victorville

Wrightwood

Yermo

Yucaipa

Yucca Valley

Material Goods

29

Transportation

0% 1% 2% 3% 4% 5%

Adelanto

Apple Valley

Barstow

Big Bear Lake

Chino

Chino Hills

Colton

Crestline

Fontana

Grand Terrace

Hesperia

Highland

Joshua Tree

Lake Arrowhead

Loma Linda

Lucerne Valley

Montclair

Needles

Ontario

Rancho Cucamonga

Redlands

Rialto

Running Springs

San Bernardino

Twentynine Palms

Upland

Victorville

Wrightwood

Yermo

Yucaipa

Yucca Valley

Transportation

Note

Although transportation only accounts for 4-5% of all requests to 211, it is an underlying need that is so prevalent as to be invisible. It’s as if everyone knows that there are few options so they don’t even ask for transportation assistance.

One truth remains: the best referral in the world fails if the client can’t access the referred resource.

As demonstrated by 211 data, the Victor Valley area through Barstow shows extremely high needs.

30

Utilities

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Adelanto

Apple Valley

Barstow

Big Bear Lake

Chino

Chino Hills

Colton

Crestline

Fontana

Grand Terrace

Hesperia

Highland

Joshua Tree

Lake Arrowhead

Loma Linda

Lucerne Valley

Montclair

Needles

Ontario

Rancho Cucamonga

Redlands

Rialto

Running Springs

San Bernardino

Twentynine Palms

Upland

Victorville

Wrightwood

Yermo

Yucaipa

Yucca Valley

Utilities

31

Health Care

0% 1% 2% 3% 4% 5% 6%

Adelanto

Apple Valley

Barstow

Big Bear Lake

Chino

Chino Hills

Colton

Crestline

Fontana

Grand Terrace

Hesperia

Highland

Joshua Tree

Lake Arrowhead

Loma Linda

Lucerne Valley

Montclair

Needles

Ontario

Rancho Cucamonga

Redlands

Rialto

Running Springs

San Bernardino

Twentynine Palms

Upland

Victorville

Wrightwood

Yermo

Yucaipa

Yucca Valley

Health Care

32

Mental Health Services

0% 1% 2% 3% 4% 5%

Adelanto

Apple Valley

Barstow

Big Bear Lake

Chino

Chino Hills

Colton

Crestline

Fontana

Grand Terrace

Hesperia

Highland

Joshua Tree

Lake Arrowhead

Loma Linda

Lucerne Valley

Montclair

Needles

Ontario

Rancho Cucamonga

Redlands

Rialto

Running Springs

San Bernardino

Twentynine Palms

Upland

Victorville

Wrightwood

Yermo

Yucaipa

Yucca Valley


33

Substance Abuse Services

0% 1% 1% 2% 2% 3% 3% 4%

Adelanto

Apple Valley

Barstow

Big Bear Lake

Chino

Chino Hills

Colton

Crestline

Fontana

Grand Terrace

Hesperia

Highland

Joshua Tree

Lake Arrowhead

Loma Linda

Lucerne Valley

Montclair

Needles

Ontario

Rancho Cucamonga

Redlands

Rialto

Running Springs

San Bernardino

Twentynine Palms

Upland

Victorville

Wrightwood

Yermo

Yucaipa

Yucca Valley

Substance Abuse Services

34

Conclusions

Big needs: Barstow The needs of residents in the City of San Bernardino are well known, and

resources are the most plentiful in the county. Beyond this, 211 data indicate

that Barstow, a city of 22,639 as of the 2010 census, is in desperate need of

resources. Most calls to 211 originate from San Bernardino. However, Barstow

is first as a percentage of the population calling the 2-1-1 number overall, and is

number one specifically with requests for food, housing/shelter, transportation,

utilities payment assistance, healthcare, and substance abuse services – 6 out of

the 8 need areas analyzed more closely in this report.

For overall needs, it would seem that the City of Barstow is an area of extreme

opportunity for growth of resource administration. Nonprofits wishing to offer

support services in the Barstow area should be able to write attractive grant

proposals to funding agencies. United Way 211 staff will be happy to provide

supporting data or partner if appropriate.

There is irony in this condition in light of the importance of Barstow should there

be a disaster that could isolate people on the I-15. The population of the little

city could easily double if an earthquake, fire, snow storm, or other disaster

strands travelers, especially during the weekend, when traffic is heaviest.

The Victor Valley In descending order, and excluding Yermo and other areas with very small

populations, the top cities/towns with the highest rates of calling 211 for

assistance as a percentage of the population are (1) Barstow, (2) San Bernardino,

(3) Victorville, (4) Adelanto, and (5) Apple Valley. Hesperia is 9th. There is no

special marketing of the 2-1-1 number or services in the Victor Valley area. In

fact, 211 staff attend meetings in the area less frequently than in San Bernardino Valley. So the likely reason for

the high ratio of calls is simply high need. There is overwhelming anecdotal evidence for this conclusion.

It is the author’s opinion that the extreme rapid growth in the High Desert area during the early 2000’s up to the

economic crisis of 2008 without an equivalent growth of supportive services coupled with subsequent home

repossessions left the high desert population struggling to maintain any kind of stability. Recovery has been a

slow and difficult uphill trek in areas of the county where resources are more plentiful. Recovery in areas where

resources were sparse before the crash is perhaps like climbing a mountain with broken legs.

Other indications and thoughts generated from the city/town comparison

Food Barstow, San Bernardino, Adelanto, and Victorville show much higher ratio of requests for food, with Barstow

eclipsing the others. Generally, this is the one request for which there are many resources available. We offer

deep thanks to the many nonprofit and faith based organizations that service this need. We can’t expect

CalFresh participation to increase by very much to help in these four cites. According to the CDSS (California

Department of Social Services) report from 2015, the latest for which totals have been compiled, San Bernardino

County has the highest number of eligible enrolled in the state: 92.7%. Kudos also goes to the county’s

Note

211 data indicate that Barstow, a city of 22,639 as of the 2010 census, is in desperate need of resources.

Nonprofits wishing to offer support services in the Barstow area should be able to write attractive grant proposals to funding agencies.

United Way 211 will be happy to provide supporting data or partner if appropriate.

35

Transitional Assistance Department, for convening a CalFresh Improvement Program several years ago, in which

211 and many other nonprofit organizations participated in. We encourage Riverside’s Family Service

Association, the operator of the Mobile Fresh program (https://www.fsaca.org/what/mobile-fresh/), to pay

close attention to these high need areas. Mobile Fresh already makes 68 stops monthly, many in San

Bernardino County where fresh food is scarce. This is a very client centered approach, taking the resource to

where the need is.

Housing/Shelter Nothing screams out from the211 data like the desperate need for affordable housing. And beyond the obvious

needs in San Bernardino, the next three areas generating high incidents of calls for housing are Barstow,

Victorville, and Adelanto, the Victor Valley area. Ontario, Colton and Upland show the next highest need. It is

clear that increasing rent prices are pushing seniors and other low income families and individuals into

homelessness. The personal and social costs of this are devastating.

Material Goods Barstow and Adelanto almost edge out San Bernardino in requests per capita for material goods, with Victorville

not far behind.

Transportation Availability of modes of transportation is much higher in San Bernardino, and therefore that city shows up with

lessor needs, and with Barstow, Adelanto, and Victorville all suggesting a higher need, then San Bernardino and

Apple Valley. Conversations between 211 staff and many providers in the High Desert highlight the many

challenges for almost anyone living in the area without their own transportation. There is so much rural

territory to cover, but we are excited about some of the innovative work being done by the by Victor Valley

Transit Agency that now covers the Barstow area also.

Utilities Requests for assistance in paying for utilities is second only to housing, countywide. The City of San Bernardino

is actually 8th for utility payment assistance, behind Barstow, Adelanto, Victorville, Yermo, Hesperia, and Lucerne

Valley. Twentynine Palms, Joshua Tree, and Yucca Valley combine to make the next layer of expressed need. It

is likely that 211 is not as well known in the Morongo Basin. We recognize that residents there often travel to

the Palm Springs area for a closer array services. We will be looking for ways to market 211 more effectively in

that area.

Healthcare San Bernardino and High Desert cities show high healthcare needs with Wrightwood and Crestline joining in.


This is the category of need that most surprised 211 management staff. Right behind San Bernardino in per

capita requests for mental health services is Redlands, then Victorville, Lucerne Valley, and Barstow. This is the

only category of need where Redlands shows prominently.

Substance Abuse Services With San Bernardino showing a much higher rate, the next highest need for substance abuse services is once

again Barstow, then Crestline, Yucca Valley, Ontario, Colton, Victorville, Fontana, and Upland. Our

understanding is that unlike other areas of the country, it is not opioids but amphetamines that are the most

https://www.fsaca.org/what/mobile-fresh/

36

serious substance abuse problem we face in San Bernardino County. This may be an important arena for a

closer look at what story the 211 data can tell.

Thanks to our Sponsors 211 San Bernardino County is a joint project of the United Ways Serving San Bernardino County, funded by a

combination of federal and non-federal grants, First 5 San Bernardino (http://first5sanbernardino.org), the

County of San Bernardino (http://www.sbcounty.gov/main/default.aspx), United Way, service contracts, and

private donors.

We continue to thrive and grow in our ability to serve our communities because of the generosity of these

organizations and private donors. But there are two entities in particular who we need to credit, whose funding

has been with 211 since its inception in 2006, and without which we would not be able to provide high quality

24/7 service, nor expand our operations to meet emerging and identified unmet needs.

A great big thanks to:

First5sanbernardino.org sbcounty.gov

Inland Empire United Way

Arrowhead United Way

United Way of Mojave Valley

United Way of the Desert

http://first5sanbernardino.org/

http://www.sbcounty.gov/main/default.aspx

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