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211 Saskatchewan United Ways Meeting June 3 rd , 2006. What is 211 Saskatchewan Update United Way of Canada – Centraide Canada Discussion and Next Steps. 211. Agenda. What is 211 ?. Quick, easy link to community services: to get help to give help. What is 211 ?. - PowerPoint PPT Presentation
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211211 SaskatchewanSaskatchewanUnited WaysUnited Ways
MeetingMeetingJune 3June 3rdrd, 2006, 2006
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AgendaAgenda
What is 211
Saskatchewan Update
United Way of Canada – Centraide Canada
Discussion and Next Steps
211 211
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What is What is 211211?? Quick, easy link to community services:
to get help
to give help
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What is What is 211211?? Comprehensive
database
Up to 24/7
Trained I&R specialists
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Why Why 211211?? Maze of services hard to navigate
One entry point to find and give help
Easy to remember
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Why Why 211211? (cont’d)? (cont’d)
Infuses public consciousness Enhances access to services
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History History United StatesUnited States
Atlanta 1997 38 States 55% of Americans (165
Million) Cost Benefit $1.1
Billion over next 10 years
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History Canada
Partnership between United Way of Canada-Centraide Canada, Inform Canada, United Way of Greater Toronto and Community Information Toronto
Application to CRTC 2000 Approval 2001 Toronto Launch Spring 2001
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1st Canadian Sites Toronto 2002
Assisted nearly 1 million callers Edmonton 2004
98% of callers say they would call again Calgary 2005
20,000 callers first six months
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Other Canadian Communities
South Georgian Bay and Niagara Regions
British Columbia Nova Scotia Quebec City Manitoba
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211 Components211 Components
Governance and structure
Stakeholder relationships
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211 Component211 Component
Database
Call/contact center
Staffing and training
Technical
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211 Components211 Components
Fund raising Development Ongoing
Marketing Promotion/education Launch Ongoing
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Saskatchewan Update 2003 Community Stakeholder Meeting
2004 United Way of Saskatoon & United Way of Regina Situational Analysis Improved Access & Ease of Access More Appropriate referrals Majority wanted to be part of future
planning
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Saskatchewan Update 2005 Deloitte Feasibility Study
Commissioned Objectives
To define an optimal operating model Build a business case including cost/benefit
analysis Create a road map to implementation
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Saskatchewan Update Deloitte results
Benefits outweigh the cost Annual benefits from a low of $2.7 million to
a high of $15.6 million Save $1 million in agency time spent
responding to misdirected calls
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To provide additional analysis, a range of annual benefits was calculated. The total annual benefits range from $2.7 to 15.6 million
Benefit Name DescriptionAnnual Value
($ 000’s)Low High
Time Saved by 211 Users
Access to a single, easy to remember number with multilingual services saves users the time of making multiple phone calls to find appropriate services. 236 1,716
Misdirected Calls The availability of a simple, easy to remember number for community and social service information reduces the burden of agencies responding to mis-directed phone calls. 136 1,001
Volunteer Brokering People with time to volunteer can be more easily and more suitably matched with organizations in need of volunteers. 542 2,168
Inappropriate 911 Calls
A number of calls to 911 are considered non-emergency calls that could be more appropriately dealt with by 211, freeing up 911 resources for real emergencies. 122 785
24 Hour Access to 211
24 hour access is convenient for individuals with daytime obligations or seeking services when most agencies are closed. Providers are assured that clients receive some assistance after hours
74 215
Community Planning Tool
Data that is captured by 211 can be used by communities to map where services are provided and caller statistics can provide service demand information. This information can be used as a community planning tool.
15 75
Non-reimbursed Services to Gov’t
211 centres provide readily available infrastructure and services to provide ad hoc public service announcements or crisis assistance to governments free of charge 25 53
Optimization of I&R Service Delivery
A 211 system providing community and social service information will reduce the need for existing information & referral agencies allowing those resources to be focused on other value-added initiatives
8 90
Reduction in Employment
A number of factors affect unemployment including the ability of unemployed workers to gain access to programs and benefits designed to help them re/enter the workforce. 211 provides information and referrals that help workers re/enter the workforce.
1,555 10,876
Productive Enterprise A 211 system would develop and maintain assets such as data that can be leveraged in productive ways to generate income. 13 50
Total 2,725 15,551
All figures in $ Millions
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The one-time costs to launch a provincial 211 system are $173,250 not including the cost of staff to implement the launch
One-time costs total $173,250 under the high estimates primarily consist of physical infrastructure investments and technology purchases such as computer equipment, telecom equipment, etc.
Staffing costs in the first year range from $238,000 to $301,000.
Total first year costs total $406,940 to $554,550.The total costs can be lowered to $104,500 under
careful management and soliciting the community for donations in-kind
One-Time Set Up Costs
Total173
Website8Database
22Marketing25Call Centre
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$0
$50
$100
$150
$200
Thou
sand
s
Cost Name DescriptionFirst Year Cost
($ 000’s)
Low High
Call Centre
One time set up costs for the call centre include AIRS accreditation, technology and equipment, supplies, furnishings, software and licenses
70 119
Website
The one time cost for the website is for a mass electronic data migration of the agency program records
5 8
DatabaseDatabase one time costs include production server, router and networking, equipment and software
15 22
Marketing
One time costs are budgeted for a public launch event and accompanying marketing collateral
15 25
Total 105 173
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Saskatchewan Update Results so far shared with
Provincial government ministers/mlas Provincial 911 Board PVSI Senior staff at SaskTel
United Ways in Saskatchewan
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Next Steps.. 211 Champions Resources dedicated over the next 6
months United Ways leadership
Letters of Support Local community conversations Local governments
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Discussion…