United Way’s mission is to improve lives by mobilizing the caring power of the community

United Way’s mission is to improve lives by mobilizing the caring power of the community

211 is a Free & Confidential Information & Referral LineIn Santa Clara County

Harvest of Knowledge3/5/2011

www.uwsv.org www.211scc.org

What is 211 Santa Clara County? 211 Santa Clara County is a program of United Way Silicon Valley

For everyday needs:

• 211 connects people to more than 6,000 health and human services

• Free and confidential, 24/7, 170+ languages

• Live, professional and caring call specialist

• Quick, accurate information during disasters or public health crisis

• Available to everyone regardless of income

• An information and referral line

• Designated by the CPUC to provide services for Santa Clara County

In times of disaster:

• A provider of information relating to disaster response and disaster recovery


211 in everyday circumstances What information do callers receive?

Basic Human Needs: Food, clothing, shelter, rent and utility assistance, foreclosure prevention

Employment Services: Job search assistance, unemployment benefits, financial assistance, job training and development

Support for Children and Families: Childcare, homework assistance, after school programs, recreation, mentoring, protective services

Support for Seniors and Person with Disabilities: Transportation, meals, independent living workshops, home health care, adult day care, respite care

Physical and Mental Health Resources: Support groups, crisis intervention, drug and alcohol counseling, community clinics, health education, immunizations

Legal Assistance: Legal aid and counseling


Examples of 211 Calls

• A senior citizen wanting home care support in order to live independently

• A homeless person seeking shelter, or to have a hot meal

• A family facing eviction and needing housing options

• A recent immigrant needing language and employment training

• A pregnant woman seeking information about prenatal care

• A laid-off worker wanting to find out about employment insurance

• A family searching for child-care services in their community or close to work

• A concerned neighbor trying to help a friend in an abusive relationship

• A family trying to find services for their son with a newly-diagnosed illness

• A person feeling stressed about his/her job and needs to talk with someone.


I can’t pay my rent

My kid is on drugs

I was justlaid off

I need to find childcare I want to

volunteer

Why did you call

us? I’m not sure who you can call.

We can’t help with

that

I don’t know, please hold.

I’ll try to transfer you to an agency who can help

We only do senior daycare

We only serveSan Jose

Please callback whenwe’re open

Thousands of Information Requests Daily…takes up to 7 Calls to Find the right number…


211 Santa Clara County,

How mayI help you?

Yes, I have the information

you need

One Call…Many Resources

I Can’t Pay My Rent

My Son is Taking Drugs

I Don’t KnowWhere to Turn

I Need to FindChildcare

I Want to Volunteer

Just One Call to Receive Multiple Referrals

CatholicCharities

SeniorAssistance

CrisisHotline

Volunteer Information


211 Santa Clara County Usage

• Top ways residents hear about 211 SCC:

1.) Agency

2.) Brochure

3.) Friend or Family

4. ) Radio or TV

5. ) Presentations/Events

• Call volume 25,126 calls in Calendar Year 2010

• Website 235,721 website searches in 2010

• Top 3 service requests: Housing, Legal Services, Food


What’s New?211 Collaboration with Second Harvestand Santa Clara County Social Services

• 211 conducts CalFresh (formerly food stamp) outreach to callers who are requesting assistance for basic needs: housing, utilities, food

• If caller is interested, we ask basic screening questions

• If caller may qualify, refer to Second Harvest who helps to prepare the application and make an application appointment with Social Services

• Goal of program: to increase food stamp usage to qualified households in Santa Clara County by assisting the in the application process.

• 211 is the general screener. The CalFresh application is completed by Second Harvest and Social Services.


www.211scc.org


References211 Santa Clara County www.211scc.org

United Way Silicon Valleywww.uwsv.org

Statewide 211:www.211california.org

National 211: www.211.org

Calls from outside county: 866-896-3587

TTY: 866-390-6845

Update Agency Records: www.211scc.org

Materials (brochures, 211 cards):[email protected]

Director, 211 SCC: Kim Ferm

[email protected]

(408) 345-4336


The mission of 211 SCC

is to provide the communities of/within Santa Clara County

with comprehensive and innovative

information and referral services that empower people to

lead self-sufficient and enriched lives.

Thank you for allowing me to share with you!

Take a look at the materials, keep a couple and pass the rest on to someone.

If you know someone who has a health or human service need,

or someone who doesn’t know where to turn,call 211 or go to www.211scc.org.

Thank you!!

United Way’s mission is to improve lives by mobilizing the caring power of the community

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