2019 4th Quarter October- December€¦ · Quarter 3 2018 Quarter 4 Text 90 122 0 Emails 110 109 0...

2019 4th Quarter October- December

OVERVIEW OF QUARTERLY FINDINGS

• This quarter, we have noticed a slight increase in overall call

volume. There was an increase in email and chat inquiries. Web

inquiry tracking is temporarily unavailable.

• The top request this quarter was Electric Service Payment Assistance

at 22.9% of the total referrals given. Food Pantries are still one of the

top three requested services.

• Rent Payment assistance was the top unmet need for the quarter

followed by Electric Service Payment Assistance and Thanksgiving

baskets.

Quarterly Report – 2019 4th Quarter

2-1-1 INQUIRIES

3

0

20,000

40,000

2019Quarter 4

2019Quarter 3

2018Quarter 4

Text 90 122 0

Emails 110 109 0

Chats 360 241 321

Web Inquiries 0 0 0

Calls 25,901 23,595 28,654

Nu

mb

er

of

co

nta

cts

Quarterly Report – 2019 4th Quarter

TOP 5 REQUESTS

4

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

ElectricService

PaymentAssistance

Informationrequest

Food Pantries Gas ServicePayment

Assistance

CommunityShelters

4,1393,599

2,662 2,191 1,827

155

1360

60

Referred Services Unmet¹

¹An unmet need is a need for which an appropriate referral cannot be provided for a caller at the time of original call.

Quarterly Report – 2019 4th Quarter

Employment Status

5

0%

20%

40%

60%

80%

100%

2019 Quarter 4

37%

33%

23%

5%

1%

Refused To Answer

Retired

Unemployed

Employed

Disabled

Quarterly Report – 2019 4th Quarter

TOP UNMET NEEDS & REASONS

6

0

50

100

150

200

250

300

350

Rent PaymentAssistance

Electric Service PaymentAssistance

Thanksgiving Baskets

4417

13723

14

2

283

122

No Immediate Resource Client refused Caller Ineligible

Quarterly Report – 2019 4th Quarter

TOP 10 REFERRED SERVICES

7 Quarterly Report – 2019 4th Quarter

TOTAL UWSEM 2-1-1 REGION

# of Requests % of Total

# of Referrals

Provided

1 Electric Service Payment Assistance 4139 22.9% 6904

2 Food Pantries 2662 14.7% 8423

3 Gas Payment Assistance 2191 12.1% 3343

4 Community Shelters 1827 10.1% 4161

5 Rent Payment Assistance 1805 10.0% 2350

6 Holiday Gift/Toys 1275 7.1% 1573

7 Housing Search Assistance 1163 6.4% 1496

8 Undesignated Temporary Financial Assistance 1140 6.3% 1398

9 Low Income/Subsidized Private Rental Housing 952 5.3% 2278

10General Clothing Provision 906 5.0% 2280

TOP 10 REFERRED SERVICES

8 Quarterly Report – 2019 4th Quarter

WAYNE COUNTY

# of

Requests % of Total

# of Referrals

Provided

1Electric Service Payment

Assistance 3308 25.3% 5529

2 Food Pantries 1857 14.2% 5833

3Gas Service Payment

Assistance 1827 14.0% 2811

4 Community Shelters 1197 9.2% 2763

5 Rent Payment Assistance 973 7.4% 948

6 Holiday Gifts/Toys 931 7.1% 1152

7 Housing Search Assistance 868 6.6% 1157

8Undesignated Temporary Financial

Assistance 753 5.8% 889

9Low Income/Subsidized Private

Rental Housing 684 5.2% 1794

10 General Clothing Provision 669 5.1% 1693

OAKLAND COUNTY

# of

Requests % of Total

# of Referrals

Provided

1 Community Shelters 321 17.9% 619

2 Rent Payment Assistance 313 17.4% 523

3Electric Service Payment

Assistance263 14.6% 434

4 Food Pantries 247 13.8% 739

5 Housing Search Assistance 135 7.5% 152

6Undesignated Temporary Financial

Assistance 127 7.1% 176

7 Gas Service Payment Assistance 125 7.0% 191

8Low Income/Subsidized Private Rental

Housing104 5.8% 161

9 Transitional Housing/Shelter 88 4.9% 135

10 General Clothing Provision 73 4.1% 171

TOP 10 REFERRED SERVICES

9 Quarterly Report – 2019 4th Quarter

MACOMB COUNTY

# of Requests % of Total # of Referrals

Provided

1 Food Pantries 471 19.0% 1571

2 Rent Payment Assistance 381 15.4% 677

3Electric Service Payment

Assistance362 14.6% 601

4 Community Shelters 307 12.4% 533

5 Holiday Gits/Toys 200 8.1% 228

6Undesignated Temporary Financial

Assistance

187 7.5% 221

7 Housing Search Assistance 180 7.3% 182

8 Gas Service Payment Assistance 140 5.6% 196

9 General Clothing Provision 130 5.2% 320

10Low Income/Subsidized Private

Rental Hosing

93 3.9%203

WASHTENAW COUNTY

# of Requests % of Total # of Referrals

Provided

1Electric Service Payment

Assistance146 19.6% 234

2 Community Shelters 129 17.3% 189

3 Rent Payment Assistance 98 13.1% 133

4 Gas Service Payment Assistance 78 10.5% 117

5 Food Pantries 68 9.1% 211

6Emergency Shelters

Clearinghouses61 8.2% 61

7Undesignated Temporary Financial

Assistance54 7.2% 85

8 Holiday Gifts/Toys 40 5.4% 64

9Low Income/Subsidized Private

Rental Housing39 5.2% 89

10 General Clothing Provision 33 4.4% 87

TOP 10 REFERRED SERVICES

10 Quarterly Report – 2019 4th Quarter

MONROE COUNTY

# of Requests % of Total # of Referrals

Provided

1Electric Service Payment

Assistance41 22.7% 64

2 Rent Payment Assistance 32 17.7% 45

3 Community Shelters 32 17.7% 39

4 Food Pantries 17 9.4% 41

5Undesignated Temporary

Financial 16 8.8% 20

6 Gas Service Payment Assistance 12 6.6% 16

7 Holiday Gifts/Toys 10 5.5% 8

8 Low Income/Subsidized Private

Rental Housing

9 5.0% 22

9Home Maintenance and Minor

Repair Services

7 3.9% 12

10Home Rental Listings

5 2.8% 9

LAPEER COUNTY

# of Requests % of Total # of Referrals

Provided

1Electric Service Payment Assistance

23 28.8% 29

2 Food Pantries 12 15.0% 27

3Gas Service Payment

Assistance11 13.8% 12

4 Rent Payment Assistance 7 8.8% 15

5 Undesignated Temporary

Financial Assistance6 7.5% 7

6Heating Fuel Payment

Assistance5 6.3% 10

7Low Income/Subsidized

Private Rental Housing5 6.3% 10

8 Christmas Baskets 4 5.0% 14

9 Mortgage Payment Assistance 4 5.0% 7

10 Home Rehabilitation Grants 3 3.8% 7

TOP 10 REFERRED AGENCIES

11 Quarterly Report – 2019 4th Quarter

TOTAL UWSEM 2-1-1 REGION

CountPercent ofSix County

Total

1 MICHIGAN DEPARTMENT OF HEALTH AND HUMAN SERVICES 5,689 23.8%

2 SALVATION ARMY (THE) – EASTERN MICHIGAN DIVISION 5,200 21.7%

3 UNITED WAY FOR SOUTHEASTERN MICHIGAN 3,354 14.0%

4 WAYNE METROPOLITAN COMMUNITY ACTION AGENCY 1852 7.7%

5 CROSSROADS OF MICHIGAN 1735 7.3%

6 MICHIGAN STATE HOUSING DEVELOPMENT AUTHORITY 1656 6.9%

7 SOCIETY OF SAINT VINCENT DE PAUL IN THE ARCHDIOCSE OF DETROIT 1528 6.4%

8 DETROIT RESCUE MISSION MINISTRIES 1120 4.7%

9 MARINE TOYS FOR TOTS FOUNDATION 916 3.8%

10 BLACK FAMILY DEVELOPMENT 875 3.7%

WAYNE SUMMARY

12 Quarterly Report 2019 4th Quarter

40%

32%

23%

4% 1%

Employment Status

Disabled

Employed

Unemployed

Retired

Refused to Answer

Electric ServicePayment

Assistance

InformationRequest

Food Pantries Gas ServicePayment

Assistance

CommunityShelters

3,3082,301 1,857 1,827

1,197

118

8 4622

Top 5 Needs

Met Unmet

244119 94

Rent Payment Assistance Electric Service PaymentAssistance

Thanksgiving Baskets

Top Unmet Needs

18,47815,862

20,190

2019 Q4 2019 Q3 2018 Q4

Wayne Calls Handled

OAKLAND SUMMARY

13 Quarterly Report 2019 4th Quarter

33%

38%

23%

5%1%

Employment Status

Employed

Disabled

Unemployed

Retired

Refused to Answer

321 313 282 263 247

12 518 1

Top 5 NeedsMet Unmet

51

14 10

Rent Payment Assistance Holiday Gifts/Toys Community Shelters

Top Unmet Needs

2,710 2,951 3,263

2019 Q4 2019 Q3 2018 Q4

Oakland Calls Handled

MACOMB SUMMARY

14 Quarterly Report 2019 4th Quarter

36%

35%

23%

4%1%%

Employment Status

Disabled

Employed

Unemployed

Retired

Refused to Answer

471 381 362 307 260

4 42 1312

Top 5 Needs

Met Unmet

4330

23

Rent PaymentAssistance

Thanksgiving Baskets Holiday Gifts/Toys

Top Unmet Needs

3,190 3,2193,263

2019 Q4 2019 Q3 2018 Q4

Macomb Calls Handled

WASHTENAW SUMMARY

15 Quarterly Report 2019 4th Quarter

35%

37%

23%

4%1%

Employment Status

Employed

Disabled

Unemployed

Retired

Refused to Answer

146 129 121 98 78

1110

143

Top 5 NeedsMet Unmet

1411 10

Rent Paymenet Assistance Electic Service PaymentAssistance

Community Shelter

Top Unmet Needs

1,089 951 1,477

2019 Q4 2019 Q3 2018 Q4

Washtenaw Calls Handled

MONROE SUMMARY

16 Quarterly Report 2019 4th Quarter

36%

34%

20%

7%2%

Employment Status

Disabled

Employed

Unemployed

Retired

Refused to Answer

41 32 3220 17

2

4 5

Top 5 Needs

Met Unmet

5 4 4

Rent Payment Assistance Community Shelters Holiday Gifts/Toys

Top Unmet Needs

257 245320

2019 Q4 2019 Q3 2018 Q4

Monroe Calls Handled

LAPEER SUMMARY

17 Quarterly Report 2019 4th Quarter

22%

44%

30%

4%

Employment Status

Unemployed

Disabled

Employed

Retired

Refused to Answer

2313 12 11 8

3

Top 5 NeedsMet Unmet

32

1

Electric Service PaymentAssistance

Rental Deposit Assistance Furnances

Top Unmet Needs

116 124143

2019 Q4 2019 Q3 2018 Q4

Lapeer Calls Handled

2-1-1 CALLER SATISFACTION SCORES

18 Quarterly Report – 2019 4th Quarter

1 2 3 4 5 6 7 8 9 10

Likely to refer others to 2-1-1

Level of satisfaction with 2-1-1 representative

8.4

9.5

Average Score

Very Dissatisfied Very SatisfiedSatisfiedNeutralDissatisfied

UNITED WAY 2-1-1 PRIMARY PARTNERS

19

▪ United Way for Southeastern Michigan

▪ United Way of Lapeer County

▪ United Way of Monroe County

▪ United Way of Washtenaw County

▪ Michigan 211

▪ Macomb Crisis Center

▪ Common Ground

▪ Neighborhood Service Organization

▪ U of M Psychiatric Emergency Service

▪ Lapeer County Community Mental Health

▪ Gryphon Place

Quarterly Report – 2019 4th Quarter

For additional information on this report, contact:

Tasha Ball, 2-1-1 Call Center Supervisor Tasha.Ball@LiveUnitedSEM.org (313-226-9307)