1. Board Meeting
January 25, 2011
Presented by:
You’ve heard about Outreach…
Now its time for In-Reach?
Real People. Real Connections. Real Help.

3. What is 2-1-1?
Real People. Real Connections. Real Help.

4. Board Meeting
January 25, 2011
9-1-1
Real People. Real Connections. Real Help.
Do you remember life before…

5. 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).

6. 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.

7. Board Meeting
January 25, 2011

8. 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

9. Board Meeting
January 25, 2011
2-1-1’s 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.

10. Board Meeting
January 25, 2011
Many Ways to Connect With 2-1-1
Real People. Real Connections. Real Help.

11. 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
2-1-1’s Technology
Real People. Real Connections. Real Help.

12. Board Meeting
January 25, 2011
Real People. Real Connections. Real Help.

13. Board Meeting
January 25, 2011
San Diego County Firestorm 2007
Real People. Real Connections. Real Help.

14. 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.

15. 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?

16. 2-1-1’s 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.

17. 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.

18. 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.

19. 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

20. Board Meeting
January 25, 2011
The
BIG
Picture
Real People. Real Connections. Real Help.

21. Live Well, San Diego!

22. Insert Clip from Live Well Video
Luis to get from CTN
Live Well, San Diego!

23. Board Meeting
January 25, 2011
Specialty Programs of 2-1-1
Real People. Real Connections. Real Help.
MILITARY & VETERANS

24. 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.

25. Covered California
Outreach / In-Reach

26. What is Outreach?
“…is an activity of providing services
to populations who might not otherwise
have access to those services…”

27. So what is In-Reach?

28. Board Meeting
January 25, 2011
The “Swiss Army Knife” …
What does “in-reach” look like?

29. • 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

30. • 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:

31. • 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:

32. • 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:

33. 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.