211 Santa Cruz County
Connecting Residents in Need to Vital Community Services
September 2014
Quick Reference
2-1-1 Local Community Services
4-1-1 Directory Assistance and Information
9-1-1 Emergency Services
211 Santa Cruz County
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Imagine thousands of times a day…
I can’t pay
my rent
My kid is
on drugs
I want to
kill myself
I need to find
childcare
We
can’t
help
with
that
Please call
back when
we’re open
I’ll try to transfer
you to an
agency who can
help
We only do
senior
daycare
Why did
you call
us?
I don’t know,
please hold.
211 Santa Cruz County
I want to
volunteer
We only serve
San Jose
I’m not sure
who you can
call.
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Imagine a single solution…
I can’t pay
my rent
My kid is
on drugs
I want to
kill myself
211 Santa Cruz County
I want to
volunteer
Yes, I can
connect you with
someone who
can help…
2-1-1,
how can
I help you?
Suicide
Prevention
I need to find
childcare
Catholic
Charities
Senior
Services
Crisis
Hotline
Volunteer
Center
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What is 211?
• 211 is an easy to remember phone number that connects people in
need with services.
• Free, confidential, 24-hour/seven days a week, multilingual
• Link for individuals seeking to volunteer, provide resources and assist
during times of crisis.
• 211 serves approximately
240 million Americans –
over 80% of the US
population;
• Over 200 active 211 systems
covering all or part of
46 states
(including 19 states with 100% coverage,
plus Washington D.C. and Puerto Rico)
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211 Santa Cruz County:
Four Years of Service
How many people are using it?
•20,000- Total calls since 2010 launch
What are people calling about?
#1 Need: Housing & Utilities
#2 Income Support
#3 Food & Meals
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211: Provides Assistance
and Information
• Calls typically last 3-5 minutes
• Information and Referral Specialists:
 Help the callers tell their story, understand and prioritize
their needs
 Identify and offer them appropriate resources
 Provide advocacy for those needing extra support
accessing services
 Follow up 100% of crisis calls, such as those for shelter or
housing assistance, and on 20% of non-crisis calls
The goal is individuals empowered to be their own advocates.
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Benefits to Non-Profits and
Public Agencies
• Fewer inappropriate calls
• More time and resources available to serve clients
• Easy referral source for their clients
• Complements specialized information and referral
services
• Visibility for their services
• Online updating capacity – real time accuracy
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What types of services can people
find by calling 211?
• Food and Housing Resources
• Help for Seniors and People with
Disabilities
• Mental Health and Crisis Support
• Access to Income Assistance
• Health Services
• Resources for Children and Families
• Volunteer Opportunities
• Veteran’s Services
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Others who use 211
Disaster Officials
 Have a dissemination mechanism for critical up-to-the-minute
public information
9-1-1
 Gets fewer non-emergency calls
Public Officials
 Have a place to refer constituents in need of help
General Public and Potential Donors
 Have easy access to give or get help – donations, funds, time
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211 also plays a Critical Role
in Disasters
Santa Cruz County Floods 2011
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Resource Database
• Partnerships between 211 call center and
designated agencies to provide seamless transfer of
callers needing assistance
• Santa Cruz County provides original resource
database
• United Way Bay Area provides resource
management program to maintain current and
accurate information about available services and
add new resources as they become available
• Searchable public access provider database online
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Updating Your Agency Listing on
211 Database
Step 1: Send an email to resources@uwba.org or call 415-808-4211
and state your agency and whether you want to create a brand new
profile or update an existing one
Step 2: You will receive an email with a unique link to create or update
your agency and program profiles
Step 3: Make sure to create a profile for each program your agency
offers, including as many key words as appropriate
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Access 211 Outreach Resources
http://www.unitedwaysc.org/node/625
Overview Power Point Presentation
One-Page Informational Flyer
13-14 Santa Cruz County Annual Report
Success Stories
Request additional outreach materials, including brochure rack cards,
bookmarks and posters, contact:
Brenda Gonzalez, Administrative Assistant
bgonzalez@unitedwaysc.org
(831) 465-2201
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