Calls*: 42,234 Call Records: 31,009 *includes follow-up, advocacy and crisis Public Database Visits*: 16,151 Number of Visitors*: 11,945 *includes use of the NC 2-1-1 iPhone app Top Caller Needs Call Volume Trend Referral: assessing the needs of callers and identifying appropriate resources Information: responding to specific inquiries about human services Contract: providing services to callers via contracts with outside agencies Advocacy: taking steps on behalf of callers to overcome barriers to services Crisis: performing crisis intervention to ensure the safety of callers or others 7% Call Types Top Five Needs by Financial Request Financial Calls Housing Expense $187,326 1,718 Utility Service Expense $72,706 2,265 Medical Care $32,619 189 Utility Deposit $15,660 322 Transportation Expense $7,160 334 Top Five Unmet Needs • Housing Expense • Utility Service Expense • Transportation Expense • Christmas Programs • Automotive Repair 24% Housing and Utilities 12% Individual, Family and Community Support 13% Health Care 10% Legal, Consumer and Public Safety Services 9% Mental Health and Addictions 7% Food/Meals 5% Income Support and Assistance 4% Clothing, Personal and Household Needs 3% Transportation 4% Other Government and Economic Services 2% Information Services 2% Education 1% Volunteers and Donations 2% Employment <1% Arts, Culture and Recreation <1% Disaster Services Volume of Service 47% 43% >1% 2% 2-1-1 IN BUNCOMBE COUNTY 2012 RESULTS 50,000 40,000 30,000 20,000 2008 2009 2010 2011 2012 30,449 33,928 37,828 38,367 37,134 Chart excludes contract calls Help starts here. DIAL FREE / CONFIDENTIAL 24 HOURS / 7 DAYS A WEEK / ANY LANGUAGE
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Calls*: 42,234Call Records: 31,009*includes follow-up, advocacy and crisis
Public Database Visits*: 16,151Number of Visitors*: 11,945*includes use of the NC 2-1-1 iPhone app
Top Caller Needs
Call Volume Trend
Referral: assessing the needs of callers and identifying appropriate resourcesInformation: responding to specific inquiries about human servicesContract: providing services to callers via contracts with outside agenciesAdvocacy: taking steps on behalf of callers to overcome barriers to servicesCrisis: performing crisis intervention to ensure the safety of callers or others
7%
Call Types
Top Five Needs by Financial Request
Financial CallsHousing Expense $187,326 1,718Utility Service Expense $72,706 2,265Medical Care $32,619 189Utility Deposit $15,660 322Transportation Expense $7,160 334
Top Five Unmet Needs
• Housing Expense
• Utility Service Expense
• Transportation Expense
• Christmas Programs
• Automotive Repair
24%
Housing and Utilities
12%
Individual, Family and Community Support
13%
Health Care
10%
Legal, Consumer and Public Safety Services
9%
Mental Health and Addictions
7%
Food/Meals
5%
Income Support andAssistance
4%
Clothing, Personal andHousehold Needs
3%
Transportation
4%
Other Government and Economic Services
2%
Information Services
2%
Education
1%
Volunteers and Donations
2%
Employment
<1%
Arts, Culture and Recreation
<1%
Disaster Services
Volume of Service
47%
43%
>1%
2%
2-1-1 in buncombe county 2012 results
50,000
40,000
30,000
20,0002008 2009 2010 2011 2012
30,449 33,92837,828 38,367 37,134
Chart excludes contract calls
Help starts here.
DIAL
free / confidential
24 hours / 7 days a week / any language
2-1-1 caller stories
2-1-1 by the numbers
connect with 2-1-1
what 2-1-1 callers are saying
Jennifer and her two young children needed help with food and transportation after leaving an abusive situation.
Gerald needed a consumer advocate to help him navigate a benefits program for older adults.
Virginia needed specialized medical therapy for a family member with developmental disabilities.
Jason needed a job training program for young adults.
Help started with 2-1-1. Jennifer, Gerald, Virginia and Jason dialed 2-1-1 to connect to a network of services.
2-1-1 was there for them, providing hope, help, and support when they needed it most.
If the backbone of our service is our comprehensive database and wide array of technological avenues to connect to it, then the heart is the human connections we develop through our caring, highly trained, referral specialists.
We asked our callers what they thought of 2-1-1, and here’s what they said:
2-1-1...•points me in the right direction.•has that personal touch.•helps me find the resources I need.•has the latest information.•provides options for finding help.•is the place to turn when searching for services.
92percent of callers stating they learned new information about
community resources by calling 2-1-1
quality and performance
28 quality standards in 2-1-1’s accreditation
84percent of calls answered within 30 seconds or less
92 percent of service providers stating they are better able to address client needs because of 2-1-1
61,320hours of operationby 2-1-1 in a year
scale and scope
90percent of the U.S. now served by a 2-1-1
170number of languages 2-1-1 service is available in,
via live interpreters
18,000+
providers listed in the NC 2-1-1 database
community resource database
52percent of providers listed that are nonprofit
organizations
48 percent of providers that are public or government entities
