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henderson county2011 results

Calls: 5,322*Call Records: 3644*includes followup, advocacy and crisis

Online Visits: 1,270Unique Visitors: 997

2011 annual report   2-1-1 in henderson county

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

54.6% 40.8%

2.1%2.3%.2%

Call Types

Top Five Needs by Financial Request

Financial CallsMedical Care Expense $38,500 41Utility Service Expense $21,445 335Housing Expense $17055 203Burial/Cremation $7,200 3Mortgage Delinquency and Default Counseling

$1857 37

Top Five Unmet Needs

• Housing Expense

• Utility Service Expense

• Utility Deposit Expense

• Transportation

• Automotive Repair

25%

Housing and Utilities

10%

Individual, Family and Community Support

12%

Health Care

11%

Legal, Consumer and Public Safety Services

7%

Mental Health and Addictions

7%

Food/Meals

5%

Income Support andAssistance

4%

Clothing, Personal andHousehold Needs

5%

Transportation

4%

Other Government and Economic Services

3%

Information Services

2%

Education

2%

Volunteers and Donations

2%

Employment

1%

Arts, Culture and Recreation

0%

Disaster Services

Volume of Service

Total Financial Needs Expressed: $879,159

Utility Service Payment $341,020

Housing Expense $349,968

Medical Bill Payment$83,395 Utility Deposit

$31,421 Home Rehab$12,500

HousingShelter

7,229

Individual & Family Support

5,099

Community Services

2,500

Food

2,203

4,709

Utilities

2007 2008 2010 20112009

20,000

40,000

60,000

42,79132,191

42,50546,473 44,642

2007 2008 2010 20112009

1,000

2,000

839548

807 1,004 1,013

2007 2008 2010 20112009

2,000

4,000

6,000

3,5302,646

3,540

5,926 5,322

2007 2008 2010 20112009

1,000

2,000

328 533776 874 975

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2-1-1 caller story

2-1-1 by the numbers

connect with 2-1-1

what 2-1-1 callers are saying

“I had no idea there were so many people willing to help. Because of 2-1-1, we’re golden.” That’s what Mr. Taylor said when Keith, a 2-1-1 referral specialist, called to see how things had progressed after their initial contact.

When Mr. Taylor first called 2-1-1, he was unable to work due to a health crisis. He, his wife and three children had been staying with friends for the past six months. The landlord had discovered them, and the Taylors were forced to leave.

Facing homelessness, the Taylors needed a number of resources to get on their feet. Keith connected them to housing programs, transportation assistance so his wife could look for work, food assistance, and rent and utility assistance for the new home. At the time of follow up, they had lined up assistance to move into their new apartment and had even connected friends to resources they didn’t know existed before calling 2-1-1.

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.

91percent 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

82percent of calls answered within 30 seconds or less

95 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

87percent of the U.S. now served by a 2-1-1

4counties currently served by Asheville-based United Way’s 2-1-1 of WNC

84 percent of North Carolina served by the NC 2-1-1 system

2,207providers listed in the 2-1-1 database

community resource database

56percent of providers listed that are nonprofit

organizations

44 percent of providers that are public or government entities

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