Elements of a Statewide System

Elements of a Statewide SystemSession Objectives

1. Understand some of the various forms of state systems currently in place.

2. Understand the set of elements of a state system

3. Take-away the opportunities that can result from collaboration and partnership as a state system

4. Take-away the challenges that are often presented in the development of various state system elements, with some reflection of how they can aid in the development of their own state system

211Assembly - June 2013

Introductions• 211US Committee Members• United Way Worldwide Guests• Other Guests


211 Assembly: Session 1 Agenda

1. Review the Elements of a Statewide System 2. Survey Results: Exercise of Where Are you Now? 3. 2-1-1 Panel of Evolution of a Statewide System 4. Small Group Work - what elements would you like to have impacted over the next 12 months - what do you need to understand better - what challenges are you facing - statewide opportunities currently in play - how are you communicating among your state 211s or region

Elements of a Statewide SystemThe elements of a fully-developed high-quality statewide 2-1-1 system

include:• A shared and documented vision of the purpose of 2-1-1• The existence of a state-level entity that reflects sound governance

principles and a collaborative ethos, and that has dedicated, paid staffed and is resourced in order to ensure 2-1-1 is excellent, everywhere and always. The entity would be responsible for the overall development and operation of 2-1-1 within the state and for relationships with 2-1-1 US and other state 2-1-1s

• A commitment to meeting the AIRS Standards for Professional Information and Referral with all relevant programs acquiring national accreditation. Accreditation, in and of itself, would require many of the following elements to be operational

• Access to the 2-1-1 service for everyone in the state through all available telecommunications media

• 24/7 access to full service (i.e. “live answer”)


Elements of a Statewide System - continued

• The ability to promote 2-1-1 so that everyone is aware of the number and the reasons to call it -- whether to give help or to get help

• The ability to handle the demand created by that awareness of 2-1-1 (for example, the resources to answer the projected volume of incoming calls equivalent to 8% of the state population annually at a service level of 80% of calls being answered within 60 seconds averaged over a year)

• Frontline services staffed by certified practitioners to a level required by national accreditation

• A state-wide database system to manage resource information that ensures all relevant programs are properly included, maintained and accessible according to consistent style and indexing principles, and collection, updating and back-up processes

• A searchable web site of resource information accessible through a single URL that reflects the most current version of every program and service record in the state


Elements of a Statewide System - continued

• A state-wide system to gather, analyse and disseminate call and demographic information that can track problem/needs, geographic demand, referrals and gaps in services

• A state-wide call distribution system that routes all calls and allows for immediate back-up among call centers in case of a disaster

• A system-wide disaster preparation plan and a system-level relationship with the state’s emergency management system

• System-level partnerships with state government agencies

• A diversity of stable funding partnerships

• Training and technical support available for all 2-1-1 service providers

• A statewide quality assurance plan that includes many of the above quality indicators (for example, Accreditation and Certification) but also specific initiatives (such as a mystery call plan)

• An ability and capacity to participate in the development of and integrate with a nationwide 2-1-1 system


Survey Results

Does your state have a single 211 service or more than one center answering 211 calls?

211US - Elements of a Statewide 211 System

Single serviceMore than one service center

Survey Results

Element #1: A shared and documented vision of the purpose of 2-1-1



Fully met

Partially met but likely to be fully met within the next 2 years

Partially met but likely to be met within the next 5 years

Will not be fully met for the foreseeable future

Not met and not an objective in our state

Survey ResultsElement #2: The existence of a state-level entity that reflects sound governance principles and a collaborative ethos, and that has dedicated, paid staffed and is resourced in order to ensure 2-1-1 is excellent, everywhere and always.



Fully met





Survey Results


Element #3: A commitment to meeting the AIRS Standards for Professional Information and Referral with all relevant programs acquiring national accreditation


Fully met





Survey Results


Element #4: Access to the 2-1-1 service for everyone in the state through all available telecommunications media Criteria: Includes landline, wireless, VoIP, email and chat


Fully met





Survey ResultsElement #5: 24/7 access to full service (i.e. “live answer”) Criteria: 24/7 live answer is available. This does not mean each 211 program providing 24/7 from its own staffing



Fully met





Survey Results


Element #9: A statewide database system to manage resource information that ensures all relevant programs are properly included, maintained and accessible according to consistent style and indexing principles, and collection, updating and back-up processes


Fully met





Survey Results


Element #11: A statewide system to gather, analyze and disseminate call and demographic information that can track problem/needs, geographic demand, referrals and gaps in services


Fully met





Survey Results


Element #12: A statewide call distribution system that routes all calls and allows for immediate back-up among call centers in case of a disaster


Fully met





Survey Results


Element #13: A system-wide disaster preparation plan and a system-level relationship with the state’s emergency management system


Fully met





Survey Results


Element #14: System-level partnerships with state government agencies


Fully met





Survey Results


Element #15: A diversity of stable funding partnerships


Fully met





Survey Results


Element #17: A statewide quality assurance plan that includes many of the above quality indicators (for example, Accreditation and Certification) but also specific initiatives (such as a mystery call plan)


Fully met





Survey Results


Element #18: An ability and capacity to participate in the development of and integrate with a nationwide 2-1-1 system


Fully met





211 California

Where we are:


• California 2-1-1 is the network of 2-1-1 providers. We have evolved over the last 5-7 years and have gone from informal collaboration to developing a formal Collaborative and governance structure that 2-1-1s in the State can participate in for the benefit of having 2-1-1 always be available, everywhere, excellent.

100% coverage24/7Sustainable High Quality

211 California

Benefits: Large, diverse state

• 36 million Californians

• Strong Rural, Urban mix

• Serve 31 counties through a network of 13 call centers operated/funded by 25 separate organizations.

Has allowed us to focus at the state level of challenges that any individual 2-1-1 would not be able to focus on, or tackle, on its own.

• Range from partnerships at the state level to negotiating as a group with vendors.


211 California

Challenges:


As a Collaborative it is hard to build consensus around strategic issues and maintain consistency in implementation.

• Variation in capacity and infrastructure.

United Way of CT/ 2-1-1

Where we are:

CT operates in a unitary model of Information and Referral which is a single statewide system serving a large geographic area. United Way of CT/ 2-1-1 is set up as a single statewide 2-1-1 system which serves all geographic areas in CT. CT was actually the first statewide 2-1-1 in the country. Currently, Statewide contacts are routed to a single contact center and resources are managed in a statewide comprehensive health and human services database.


United Way of CT/ 2-1-1

Benefits:

Streamline decision making – ability to contract at the state level

Quality standards are consistent across the state

Reporting – one primary data system for data collection, resource management and reporting


United Way of CT/2-1-1

Challenges:

One physical site – less business continuity options

Community presence – less local interface


211 Oklahoma

Where we are:


211 Oklahoma signed into legislation in 2004 with OKDHS serving as the lead state agency. State Director is gov't employee. State of OK contracts with 2 independent nonprofit organizations for statewide operation. Started with 7 call centers; in 2010 consolidated to 2 call centers due to state budget reductions. Approximately 30% funding is state; remaining 70% funding from donations, fundraising, fee-for-service contracts, grants. Received over 354,000 calls in 2012.

211 Oklahoma

Benefits:


*Streamlined reporting and data collection*A state director who speaks on behalf of the system; shared state vision* Ability to create local visibility but also have unified state presence*Diversified funding opportunities. Partial state funding so call centers have autonomy when pursuing other funding options

211 Oklahoma

Challenges:


• Absence of regional presence. 2 call centers located in largest metro areas; lack "boots on the ground" in other parts of state*Data entered differently even though using common software and AIRS taxonomy*There can be a difference in opinion in terms of what state systems projects should be incorporated into operations. Pure 211 Projects/Diversified 211 Projects. If one takes on a new project (or wants to take on new project) impact to state system as a whole.

• Same software but separate phone systems and separate databases.

NJ 2-1-1 Partnership

Where we are:

Subsidiary of the United Ways of NJ in Partnership with the State of NJ. Statewide 2-1-1 for 8 years, have transitioned from 11 locations, to 2 locations and then this July 1, one centralized location. Several major statewide contracts as well as providing 2-1-1 service for the 5 county Philadelphia area. Maintain 17,000 services in our human service database.



Benefits: • One leader can speak on behalf of the system with one

vision for 2-1-1 moving forward.• Quality provision is easier to manage and report on from

one location• Lower overhead and leveraging one location appeals to

stakeholders and prospective investors• Disaster Response coordination centralized, easily

managed. Allows for call surge capacity in house.



Challenges: • No local presence and face of 2-1-1, even with United Way

champions in the local community

• Too many resources, impossible to meet standards

• Maxing out new space within one year

• Board Development: need the right people to manage what is now a fairly large organization


2-1-1 Ohio

Where we are: Ohio has 18 211s that served about 1.3 million people last

year. We have about a 12% penetration rate. We now cover 90.5 % of Ohio’s population. We are a mix of rural, midsized, and Urban 2-1-1s. Taking from 252,000 calls per year to 25,000 calls per year. Eleven out of 18 211s cover multiple counties. Ohio AIRS, our state-wide association has the responsibility, given by our PUC, for approving new 211s. We the ruling sets guidelines that are in line with AIRS Standards. All 211s in Ohio must be 24/7 to be approved


2-1-1 OhioBenefits:

• Very diverse funding sources. Each 2-1-1 must be very connected to their community and funders to stay in business.

• We have standards that insures community buy in.

• We are very local

• Ohio AIRS has representation that speaks to the needs of rural, small town, and urban callers

Therefore able to serve our communities better and it is reflected in our call volume.


2-1-1 OhioChallenges:

• We have no statewide funding.

• We use different software.

• While all on the AIRS taxonomy, data is entered differently

• Level of resources vary from County to County

• Technology varies from site to site

• We do not have the ability to insure that Ohio AIRS Quality Standards are met.


Small Group Work

• What elements would you like to have impacted over

the next 12 months?• What do you need to understand better?• What challenges are you facing?• Statewide opportunities currently in play?• How are you communicating among your state 211s or

region?


Large Group Report Out


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)


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


Documents

Elements of a Statewide System