Transitioning 2-1-1 for a Sustainable Future
Today’s Agenda:
• Introductions and Opening Remarks
• Transitioning to 2-1-1 for the Future and Our
Opportunities on the Horizon
• State Directors on 211US engagement and
support
• Disaster Planning
• Health Insurance Outreach and Enrollment
• Best Practices Sharing
211US-State Directors Meeting- June 2013
Introductions
• 211US Committee Members
• United Way Worldwide Guests
• Other Guests
211US-State Directors Meeting- June 2013
OPENING REMARKS
Transitioning 2-1-1 for a Sustainable Future
211US Mission:
Excellent, Everywhere and Always
211US-State Directors Meeting- June 2013
Transitioning 2-1-1 for a Sustainable Future
Making the concepts in the document Come
Alive For Your State Organization
• Key Highlights of the Document
Small Group Work on Topic Areas, 20 minutes each station
then switch.
Discussion: How should 211US and State Organization’s
Memorandum of Understanding (MOU) be enhanced to
include the next steps in our partnership?
211US-State Directors Meeting- June 2013
Factoids
 90% of Americans
 243 Centers
 All 50 states, DC and PR
• 16 million calls, primarily basic needs
• 24 single-center states; 21 with central authority, multi-centers; 7
decentralized or mixed
• 49% operated by UW; 48% independent NP; 3% gov’t
211US-State Directors Meeting- June 2013
Overarching Challenges
• Expectations: Consumers and funders expect multichannel, 24-hour, high-quality service that provides costeffective results.
• Changes in the human service delivery system demand a
responsive 2-1-1 system with clear decision-making roles
and authority at the national and state levels.
• The foreseeable political and economic climate demands
a different approach than during the formative years of 2-1-1.
211US-State Directors Meeting- June 2013
Resource and Capacity Challenges
• No system-wide network plan for long-term
sustainability:
o Individual system and statewide efforts to
diversify funding streams for 2-1-1 have
improved.
o Significant variance in types and scale of
funding support for each of the service
lines within 2-1-1.
211US-State Directors Meeting- June 2013
Resource and Capacity Challenges
• Unanswered Demand, Suppressed Demand:
o Inability to broadly and consistently inform
consumers about the availability of 2-1-1.
 Insufficient resources.
 Being pushed beyond capacity.
211US-State Directors Meeting- June 2013
System-Specific Challenges
• Data and Telecommunications
o 2-1-1 risks obsolescence if national support is not
prioritized.
o 2-1-1 not currently positioned to maintain or
accelerate pace with changes in technology.
o Addressing data ‘threats’ and the need for
comprehensive representation of 2-1-1.
• Quality assurance:
o Inconsistent reviews
o Compliance with AIRS standards
o Impact on potential partnerships
211US-State Directors Meeting- June 2013
211US Importance and
Impact on the National System
• Drivers of the work:
o 211US Steering Committee and Task Groups
o State 211 Directors
• Partners in the work:
o AIRS
o United Way Worldwide
o United Way Council of States
211US-State Directors Meeting- June 2013
211US Importance and
Impact on the National System
• Potential partners for Collaborative Outcomes:
o Federal government agencies
o National nonprofit organizations
o Corporations
o 2-1-1 Research Consortium
211US-State Directors Meeting- June 2013
Transitioning to 2-1-1 for the Future
and Our Opportunities
• Continuing and reinvigorating the core work:
o Database, Telecommunications and Other
Technologies
o Quality Assurance and Service Delivery
o Public Policy at the National and State Levels
o National Disaster Response Infrastructure
211US-State Directors Meeting- June 2013
Transitioning to 2-1-1 for the Future
and Our Opportunities
• Developing a deeper, intentional focus:
o Partnership
o Communications
• The ‘Transition’ moving forward:
o Transition to More Effective Service Delivery
Models
o 211US as the Principal for the National 2-1-1
System
211US-State Directors Meeting- June 2013
211US will engage in partnerships that
result in the following outcomes:
• Improved service for consumers, with less “runaround”
with duplicative 1-800 numbers, databases and outreach
efforts;
• Government contracts to maximize public resources;
• Fee-for-service business development opportunities;
• New philanthropic and corporate funding to launch and
evaluate innovations;
• Increased and appropriate media exposure and public
awareness; and
• Peer-reviewed, academic research that explores all
aspects of 2-1-1 role in community information and
referral and human service needs.
211US-State Directors Meeting- June 2013
Goals by 2016
• 100% of Americans will be able to reach 2-1-1 Services through
one or more channels of access, 24 hours a day.
• 20 million Americans will be connected with human services
annually through 2-1-1 service.
• 100 million web visits.
• 2-1-1 mobile application has 500,000 downloads.
211US-State Directors Meeting- June 2013
Service Objectives by 2016
• 75% of contacts will be answered by nationally accredited centers.
• 25% growth in service delivery through new channels such as email, text and web chat.
• Improved quality assurance metrics that are consistently applied
and measured.
• Optimized effectiveness and efficiencies.
• Integrated telecommunications system for mobilization in
catastrophic disasters.
• National Data Management System that extends the life cycle of
caller / needs data and creates a sustainable funding mechanism.
211US-State Directors Meeting- June 2013
Small Group Discussion
What is the role of the state or regional 2-1-1 in advancing the
objectives of the transitioning document topic? What is best
addressed nationally and locally? How should state and
regional 2-1-1’s be engaged on the work?
Choose a group, discuss for 20 minutes and then switch to
another group. Large group report out at the end.
Quality: Troy, Susan or Amy
Partnerships: Lilian, Steve,
Public Policy: Lori, Catherine, Terri
Business Entity: Tom, Tanya
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11US-State Directors Meeting- June 2013
Report Out
What is the role of the state or regional 2-1-1 in
advancing the objectives of the transitioning
document topic?
What is best addressed nationally and locally?
How should state and regional 2-1-1’s be engaged on
the work?
18
11US-State Directors Meeting- June 2013
What Next for the 211US and State
Organization’s MOU?
19
•
History of MOU
•
Discussion on High Level Elements to Include in the
Next Generation MOU, based on what is needed
nationally to advance the system.
11US-State Directors Meeting- June 2013
211US Business
Task group chairs open, including State Director Task
group
211US Steering Committee 2014 Nominating Process
Other???
20
11US-State Directors Meeting- June 2013
Presentations
•
Disaster Planning: How and When to Build Support
Systems for Your State
AIRS Disaster Committee: Bill York, 2-1-1 San
Diego, Tracy Hays, 2-1-1 United Way of Larimer
County
•
CMS Call Center Operations & Q&A Session
Patrick McIntyre, UWW, Director of Health,
Frances Harmatuk, Senior Technical Advisor,
Call Center Operations Group at CMS
21
11US-State Directors Meeting- June 2013
2-1-1 Statewide and Regional Best
Practices
22
•
Review Best Practices Document that will be shared
at the 211 Assembly (Tuesday, June 4 8:30am noon). Time to promote your statewide ideas and
obtain buy in from the local 211s.
•
Share in small groups, best practices you have
implemented or are considering. 15 minutes and
then regroup.
11US-State Directors Meeting- June 2013
211US Steering Committee Members
(executive committee* and task group leaders in bold)
Terri Axelson, Executive Director, Centerpoint Community Services/Louisiana 2-1-1 (LA)
*Dave Bartek (SC Chair), 211 Director, United Way for Southeastern Michigan (MI)
Tanya Barrett, Senior Vice President, United Way of Connecticut 2-1-1 (CT)
Amy Bosworth (Communications), 211 Director, United Way of Salt Lake (UT)
Lisa Clark, 2-1-1 Manager, Brown County United Way (WI)
*Lilian Coral, Director, 211 California (CA)
Catherine Dunning, CEO, Community Information and Referral Services/2-1-1 Arizona (AZ)
Susan Gemmel, 211 Director, Crisis Clinic (WA)
Doug Goodwin (Technology), Information Sys Dir, United Way of Central Alabama (AL)
Troy Hammond, COO, 211 Info, Portland (OR)
Frank Isaza (Quality), Program Director, 2-1-1 Broward (FL)
Lori Linstead (State Directors), State Director, 211 Oklahoma (OK)
*Laura Zink Marx, Executive Director, NJ 2-1-1 Partnership (NJ)
*Mary Ellen Mendl (Disaster), Director, Vermont 2-1-1 (VT)
*Lucinda Nord (Public Policy), Vice President, Indiana Association of United Ways (IN)
Tom Page, Independent Consultant (MD)
Kelsey Piechocki, Senior VP, United Way of Northern Nevada and the Sierra (NV)
Suzanne Puryear, President, The Planning Council (VA)
Jeff Vance, Senior Vice President, United Way of San Antonio & Bexar County (TX)
Steve Wertheim (Partnerships), 2-1-1 United Way of Northeast Ohio (OH)
211US-State Directors Meeting- June 2013
4 ways to be involved in 211US
1. Stay informed (email, webinars, 2-1-1 Assembly at AIRS
Conference)
2. Participate in surveys and provide feedback
3. Commit to advancing a universal, high quality network
4. Join a Task Group or Task Group activities (i.e. Mystery
Call Project)
211US-State Directors Meeting- June 2013
What can every 2-1-1 do?
Within your 2-1-1 Center
• Discuss status, challenges and opportunities with your
board and staff
• Drive quality and consistency every day
Within your state
• Accelerate “Elements of a State System”
• Foster key relationships
211US-State Directors Meeting- June 2013