Calls*: 4,682Call Records: 3,389*Includes follow-up, advocacy and crisis

Public Database Visits*: 1,990Number of Visitors*: 1,270*Includes use of the NC 2-1-1 iPhone app

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

2%

Call Types

Top Five Needs by Financial Request

Financial CallsHousing Expense $16,786 189Medical Care $10,000 26Utility Service Assistance $5,516 207Visual/Reading Aids $3,800 1Mortgage Delinquency $2,400 23

Top Five Unmet Needs

• Housing Expense

• Utility Service Expense

• Utility Deposit

• Transportation Expense

• Automotive Repair

23%

Housing and Utilities

10%

Individual, Family and Community Support

12%

Health Care

12%

Legal, Consumer and Public Safety Services

7%

Mental Health and Addictions

6%

Food/Meals

5%

Income Support andAssistance

3%

Clothing, Personal andHousehold Needs

3%

Transportation

5%

Other Government and Economic Services

5%

Information Services

2%

Education

2%

Volunteers and Donations

2%

Employment

1%

Arts, Culture and Recreation

0%

Disaster Services

Volume of Service

56%

38%

>1%3%

Chart excludes contract calls

2-1-1 in henderson county 2012 results

Help starts here.

DIAL

free / confidential

24 hours / 7 days a week / any language

4,000

3,000

2,0002008 2009 2010 2011 2012

2,651 3,3185,107 5,131 4,529

2-1-1 caller stories

2-1-1 by the numbers

connect with 2-1-1

what 2-1-1 callers are saying

Jennifer, and her two young children, needed help with food and transportation after leaving an abusive situation.

Gerald needed a consumer advocate to help him navigate a benefits program for older adults.

Virginia needed specialized medical therapy for a family member with developmental disabilities.

Jason needed a job training program for young adults.

Help started with 2-1-1. Jennifer, Gerald, Virginia and Jason dialed 2-1-1 to connect to a network of services.

2-1-1 was there for them, providing hope, help, and support when they needed it most.

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.

92percent 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

84percent of calls answered within 30 seconds or less

92 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

90percent of the U.S. now served by a 2-1-1

170number of languages 2-1-1 service is available in,

via live interpreters

18,000+

providers listed in the NC 2-1-1 database

community resource database

52percent of providers listed that are nonprofit

organizations

48 percent of providers that are public or government entities

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