2-1-1 Maryland at UWCM
FY2011
FY2011 Annual
Annual Report
Report
July
2010 -- June
July
1,1,2010
June30,
30,2011
2011
FY 2011 in Review
The challenges presented to individuals, families and nonprofits by difficult
economic conditions in FY 2010 continued in FY 2011. Low-income and middle
class individuals and families struggled to make ends meet as personal and public
resources declined. We observed the following trends during FY 2011:
•
Many of those who turned to 2-1-1 MD at UWCM for help did so for the first time in their
lives.
•
More callers reported mental health issues stemming from financial stress.
•
Many of the organizations to which we referred clients were themselves struggling to meet
the growing demand.
•
Calls became more complex, with callers presenting multiple needs.
•
Given the complexity of needs and strains on community resources, calls tended to take
longer to handle.
•
As in FY 2010, housing assistance was the second greatest service request across the
region in FY 2011. However, mortgage assistance requests declined while rent assistance
requests increased.
We appreciate our funders, sponsors, volunteers and interns who enabled us to
provide comprehensive information and referral, crisis intervention, advocacy and
follow-up services to callers. This year we received funding from the Constellation
Energy Group, U.S. Department of Health and Human Services (DHHS), Maryland
State Department of Housing and Community Development (DHCD), FranceMerrick and United Way of Central Maryland. Students from UMBC helped us with
follow-up, which resulted in a significant increase in follow-up calls completed.
MPH students from Johns Hopkins School of Public Health conducted a
performance measurement evaluation of our program and made
recommendations for maximizing our impact, which we will incorporate into our
work plan for FY 2012.
As economic uncertainty continues, and deep cuts to social programs are
predicted, we anticipate even more central Marylanders turning to 2-1-1 MD at
UWCM for help in FY 2012. We will build on what we learned and collaborate with
community partners to effectively meet the challenges that lie ahead.
2-1-1 Maryland Sponsors
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FY 2011 Highlights
•
DHHS Grant - 2-1-1 MD at UWCM was awarded a grant from U.S. Department
of Health and Human Services that enabled the hiring of an I & R specialist in
October 2010 and the purchase of a new phone system, which will enable
remote access, provide customizable reports, and allow for in-house
adjustments to call routing and scripts.
•
France-Merrick Foundation Grant - awarded a $13,500 grant from FranceMerrick Foundation to purchase and set-up laptops for 2-1-1’s staff use at
home or other remote locations. In the event of another historic snowstorm or
other critical incident preventing access to the office, staff will be able to log
onto the phone system at home and handle calls remotely.
•
Free Tax Preparation Support - With funding from Bank of America, 2-1-1 MD
at UWCM partnered with Baltimore CASH (Creating Assets, Savings and Hope)
to offer free tax preparation services in the Belair-Edison neighborhood which
had no free tax services and a high percentage of working families that qualify
for assistance. With a grant from Wal-Mart Foundation, 2-1-1 MD at UWCM
and Maryland CASH partnered to expand free tax preparation services in
Harford County. Funds from this grant allowed Harford County to offer drop-in
services at several non-profits in areas where rural families face major
transportation challenges. 2-1-1 MD at UWCM answered 3814 calls about free
tax preparation services, an 8% increase over FY 2010.
•
Harvest of Plenty - Every year since 1993, the United Way of Central Maryland
and the Maryland Food Bank partner to conduct a Thanksgiving assistance
program for low-income households in the greater Baltimore area. In FY 2011,
we tripled the number of households that received fixings for a nutritious
Thanksgiving meal--from 600 in FY 2010 to 1800 in FY 2011. Additionally, we
expanded the service area to include all of central Maryland.
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Total Calls Answered
Comparing FY2011 to FY2010
100,000
90,000
99,849
90,330
While the total number of calls
answered by 2-1-1 MD at UWCM
from all areas, decreased by 10%,
the total number of answered calls
from central Maryland increased by
5%.
80,000
70,000
60,000
58,913
61,947
50,000
FY2010
FY2011
40,000
30,000
20,000
10,000
0
All Areas
Central MD
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Total Calls Answered
Call Volume by County
FY2010 & FY2011
40,000
+6%
FY2010
35,000
FY2011
30,000
25,000
20,000
+6%
15,000
10,000
+1%
5,000
+3%
-4%
-6%
0
A Arundel
B City
Baltimore
Carroll
Harford
Howard
5
Highest Call Volumes
Top 10 Zip Codes
Map provided by www.cim-network.org
4500
NW Balt
4000
C Balt
3500
3000
E Balt
C Balt
N Balt
2500
NE Balt
W Balt
SW Balt
SW/Balt Co.
2000
W Balt
1500
1000
500
0
21215
21217
21213
21201
21218
21206
21216
Balt = Baltimore; W, E, C, NE = West, East, Central, North East
21223
21207
21229
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Top Three Zip Codes
per Jurisdiction
4500
4000
3500
AA= Anne Arundel
BC= Baltimore City
B=Baltimore County
CC = Carroll
HF = Harford, HW = Howard
3000
2500
2000
1500
1000
500
0
7
Top 3 Highest Call Volume
Zip Codes per Jurisdiction
Map provided by www.cim-network.org
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FY2011 Callers
by Gender & Age
A consistent trend of more
female callers
Callers by Gender
Most of the callers are
between the ages of 30 and 59
13-17, 51
12 or
under, 2
90+, 19
80-89,
205
70-79,
619
60-69,
1730
18-24,
25-29, 1394
2045
Male
20%
Female
80%
30-39,
4353
50-59,
3268
40-49,
3427
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How Callers Learned About
2-1-1 MD at UWCM
Other Agency
BGE
Previous Use
Other
Friend
Flyer
Internet
Other Agency Directory
Phone Book
Other Agency – Includes
landlords, and other
utility companies
Unemployment Insurance
Church
Interested Person
Relative
Bus Poster
Radio
0
5000
10000
15000
20000
25000
10
Top Services Requested
FY2010 & FY2011
20000
FY2010
-8%
18000
16000
FY2011
+7%
14000
12000
+25%
10000
8000
+8%
+6%
-23%
6000
-10%
4000
2000
0
11
Top Services Requested
by Jurisdiction
8000
With the exception of
Baltimore City, Utility
Assistance was the topmost
request across all the
jurisdictions.
7000
6000
5000
4000
3000
2000
1000
0
AA
Utility
Housing
BCity
Ind/Fam/Comm
Balt
Food
CC
Tax/Legal
Health
HF
HW
Financial -Non Housing /Utility
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Follow-up Data*:
Reason for Not Receiving
Service
Could not raise funds
3%
Was not incomeeligible
3%
Out of
service area
2%
Resolved
problem on their
own
11%
Agency out of
resources
32%
Agency did not
offer service
10%
Agency did not return
calls
13%
Other
26%
* Represents less than 1% of callers
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Making a Difference…
Success Stories

A woman called 2-1-1 from Glen Burnie seeking assistance with her gas and
electric bill. The 2-1-1 I & R specialist provided her with six resources for
utility assistance in her area. A follow-up call revealed that the caller did
receive the help she needed. The caller stated, "It was a blessing!" She was
able to get financial assistance from NCEON and her utility service was
restored that day. She was very satisfied with 2-1-1 and the referral agency.

Mrs. G called 2-1-1 looking for a food pantry. Mrs. G and her husband were in
a position financially where they couldn’t afford necessities such as food, so
she was looking for a church or organization that could provide her with some
type of assistance. Mrs. G spoke to a 2-1-1 information and referral (I&R)
specialist, who referred her to four programs. One of the referrals, the food
pantry at Rising Sun First Baptist Church, was able to provide Mrs. G and her
husband with four bags of food containing canned goods, nuts, soup,
potatoes, and spinach. She was elated and gracious when speaking about the
help provided to her by Rising Sun Church, saying that the “lady was
wonderful.” Ms. G. was “so thankful” for the help she received from 2-1-1 and
said that if she ever needs help with anything in the future, she will make sure
to call 2-1-1 Maryland.

Ms. C called 2-1-1 seeking eviction prevention in Owings Mills. The I & R
specialist referred the caller to five resources for this service in her area. A
follow-up call revealed that Ms. C received the help she needed from
Baltimore County DSS and We are Family. Ms. C was very satisfied with both
2-1-1 and the referral agencies.
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Moving Forward…
Our priorities for the coming year include:
•
First Quarter FY 2012
– Installation of new phone system.
– Installation of 2-1-1 laptops and phones at homes of 2-1-1 staff. Testing
of remote access.
– UMBC interns to assist with follow-up.
•
Second Quarter FY 2012
– Increase 2-1-1 outreach efforts in Howard County.
– Increase SNAP (Food Stamps) outreach efforts to improve participation
of eligible central Maryland residents in SNAP.
– Register 2000 low-income central Maryland residents to receive
Thanksgiving boxes through the Harvest of Plenty program.
– Site visit by AIRS accreditation review team.
•
Third Quarter
– EITC awareness and free tax preparation services campaign.
•
Fourth Quarter
– Apply for American Association of Suicidology Accreditation.
Glossary
•
•
•
•
•
•
DHMH - Department of Health and Mental Hygiene
DHCD - Department of Housing and Community Development
DHR - Department of Human Resources
UWCM - United Way of Central Maryland
I&R Specialist – Information and Referral Specialist
EITC – Earned Income Tax Credit
For more information about this report call: 410-895-1441
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