- 1. Board Meeting January 25, 2011 Presented by: Youve heard
about Outreach Now its time for In-Reach? Real People. Real
Connections. Real Help.
2. What is 2-1-1? Real People. Real Connections. Real Help. 3.
Board Meeting January 25, 2011 9-1-1 Real People. Real Connections.
Real Help. Do you remember life before 4. Board Meeting January 25,
2011 Real People. Real Connections. Real Help. What is Information
and Referral? Information and Referral (I&R) organizations
create and maintain resource databases of programs and services and
make that information available to individuals and communities
through a variety of communication channels (such as call centers
and web sites). 5. Board Meeting January 25, 2011 Real People. Real
Connections. Real Help. History of 2-1-1 "We find that the
Information & Referral Petitioners have demonstrated sufficient
public benefits to justify use of a scarce public resource and we
therefore assign 2-1-1 to be used for access to community
information and referral services. ~ Federal Communications
Commission's final order to assign 2-1-1 on 21st July, 2000. 6.
Board Meeting January 25, 2011 7. Systems surrounding the call:
Every call is recorded for quality assurance Calls are reviewed and
clients are provided the option of completing a satisfaction survey
Research and Data Center staff are consistently reaching out to
service providers to ensure a robust and accurate resource database
from which referrals are provided Creation of reports for the
benefit of organizations and community leaders Board January 25,
2011 What does a 2-1-1 call look like? Real People. Real
Connections. Real Help. Greeting Assessment of a situation
Clarification to ensure an understanding of the situation
Demographic information is gathered to better establish appropriate
referrals Providing appropriate information and/or referrals
Address unstated needs 8. Board Meeting January 25, 2011 2-1-1s San
Diego by the Numbers 400,000 connections (in 2012) 6,000
partnerships with service providers 200+ languages offered 92%
customer satisfaction 98% referrals accuracy Real People. Real
Connections. Real Help. 9. Board Meeting January 25, 2011 Many Ways
to Connect With 2-1-1 Real People. Real Connections. Real Help. 10.
Board Meeting January 25, 2011 InContact cloud-based telephony
solution Robust automated client satisfaction survey system 100%
call recording True virtual hold Call back system Chat and email
Searchable online database Multiple search methods Taxonomy based
indexing GIS Mapping Real-time data 2-1-1s Technology Real People.
Real Connections. Real Help. 11. Board Meeting January 25, 2011
Real People. Real Connections. Real Help. 12. Board Meeting January
25, 2011 San Diego County Firestorm 2007 Real People. Real
Connections. Real Help. 13. Risks: Why individuals might call us
Wildfire Terrorist Incident Earthquake Hazmats Tsunamis (surprises
here) Floods (another surprise) Incidents with unpredictable
outcomes authorities burning deliberately a house filled with ammo
and ordnance, e.g. 14. What they might ask when they call
Information Will this disaster affect me? How/where did this start?
How should I prepare? Where should I go? Status updates When will
the power come back on? Are the roads to my house still closed? Is
my freeway overpass safe to drive? When will the fire be out? Help
Which evacuation routes are open? I have livestock but need to
evacuate, which shelter can I go to? I need to evacuate but I am on
life support equipment; what do I do? 15. 2-1-1s Disaster Response
Resume 2007 Firestorm 2008 Flooding 2008 Hurricanes Gustav &
Ike 2009 H1N1 2010 Easter Earthquake 2010 Northern California
(support provided) 2011 Region-wide power outage 2011 San Onofre
Nuclear Plant Alert 2012 Hurricane Sandy Dozens of smaller fires
and emergencies Real People. Real Connections. Real Help. 16. Board
Meeting January 25, 2011 2-1-1 Nationally As of October 2011, 2-1-1
serves over 260 million Americans (86.6% of the entire population)
covering all 50 states (including 37 states with 90%+ coverage)
plus Washington DC and Puerto Rico. 17. Board Meeting January 25,
2011 2-1-1s Across California & U.S. 2-1-1 Covers 30 Counties
in California 93% Californians can access a 2-1-1 37 States have
90%+ coverage 87% of US have access Real People. Real Connections.
Real Help. 18. Board Meeting January 25, 2011 2-1-1 in Imperial
County Real People. Real Connections. Real Help. Nov. 2010 2-1-1
submits CPUC application May 2011 2-1-1 Received approval From CPUC
to operate 2-1-1 in Imperia County 2012 Established the
technological infrastructure to receive 2-1-1 calls 2006 The FCC
designates the 2-1-1 dialing code as a non-emergency disaster
information line 19. Board Meeting January 25, 2011 The BIG Picture
Real People. Real Connections. Real Help. 20. Live Well, San Diego!
21. Insert Clip from Live Well Video Luis to get from CTN Live
Well, San Diego! 22. Board Meeting January 25, 2011 Specialty
Programs of 2-1-1 Real People. Real Connections. Real Help.
MILITARY & VETERANS 23. Board Meeting January 25, 2011 2-1-1
San Diego's Health Navigation Program serves as a single access
point information and referral system for San Diego County,
connecting anyone to available health services in a timely,
compassionate, and efficient manner. Provides outreach and
education in regards to Health Care Reform Act (Affordable Care
Act) Community clinic appointment setting Over the phone
application assistance for health insurance and prescription
assistance programs Transportation assistance referrals Dental care
& mental health referrals Medi-Cal application assistance
Breast health resources and information (Susan G.Komen) Real
People. Real Connections. Real Help. 24. Covered California
Outreach / In-Reach 25. What is Outreach? is an activity of
providing services to populations who might not otherwise have
access to those services 26. So what is In-Reach? 27. Board Meeting
January 25, 2011 The Swiss Army Knife What does in-reach look like?
28. We are working in San Diego, Imperial, Los Angeles, and
Riverside Counties and conducting in-person outreach and education
over the phone and at local community events. Create awareness
among 800,000 Southern Californians Reaching over 150,000 through
outreach activities 56,000 provided with personalized education
services 2-1-1 Role in Covered California 29. Raise awareness
through screening for individuals who fall within FPL and those
without health insurance One-on-one education about: Subsidies/cost
sharing using calculator to educate customer about affordability of
health insurance Metal tier information Open Enrollment Provide
follow up to enrollment specialist Educate and refer to enroll in
Medi-Cal (in house benefits/enrollment team) 2-1-1 Role in
Imperial: 30. 2-1-1 is new to the Valley and not known No
reputation Awareness is low Multiple hubs of information exist
Uncertainty of how well know CC is in the Valley Tough to find
populations affected by changes Complicated to explain and
understand Challenges in Imperial: 31. Screening all Imperial 2-1-1
Calls Language appropriate outreach to public Reaching out to local
media to build awareness of 2-1-1 and CC Centralized Imperial
County Calendar of Events Ongoing communications with you! Our
Strategy: 32. Board Meeting January 25, 2011 Use the service Give
us feedback Share client success stories Encourage your partnering
agencies to register. Encourage individuals and families in need of
resources to call 2-1-1 Help Us Build 2-1-1 Imperial! Real People.
Real Connections. Real Help.
