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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 [email protected] (313-226-9307)
