2-1-1 Information and Referral

2-1-1

2-1-1 is the abbreviated dialing code the Federal Communications Commission (FCC) authorized to “…provide easier access to comprehensive information and referral service for health and human services resources.” [www.crisisclinic.org/211kc.html]. The phone number is meant to work much like 9-1-1 as an easy to remember number that will route to the nearest call center that can provide assistance, in this case information and referral rather than emergency.

 National

• 2-1-1 prefix was authorized in July 2000
• As of June, 2007 over 198 million Americans have access in 41 States and Puerto Rico
• The system incorporates existing information and referral providers and databases
• 2-1-1 acts as a single access point promoting efficiencies for both callers and providers
• Following local disasters, 2-1-1 acts as a hotline for relief and recovery so 9-1-1 and the Red Cross can focus on safety
• Community Resources can be shared on the internet to allow both web and telephone access
• Information is available for those wishing to donate or volunteer in the local community

Washington – WIN 2-1-1

• There are 8 Call Centers serving Washington State.  King County is designated as region #6 in Washington State.
• www.win211.org/ statewide data base of health and human service providers
• 8,200 health and human service providers in Washington state
• 11,300 sites in Washington state
• 19,800 local services
• Services include TDD/TYY for the hearing impaired and English interpretation for those with limited English speaking abilities

King County

• Crisis Clinic which has been providing information and referral for 35 years is the designated 2-1-1 provider for King County.
• 2-1-1 operations began in February 2006
• Hours available as published in 2-1-1 Factsheet dated March 3, 2008
  • Monday through Friday: 8:00AM to 6:00 PM

Key Data (King County):

• 25,293 incoming calls to King County 2-1-1 in the first three months of Fiscal Year 2008 (July 1 to September 30, 2007), a 4.7% increase in calls over the prior period one year ago.
• 94,481 incoming calls to King County 2-1-1 during Fiscal Year 2007 (July 1, 2006 to June 30, 2007), an 18.7% increase in calls over the prior fiscal year.
• 79,584 incoming calls to King County 2-1-1 during Fiscal Year 2006 (July 1, 2005 to June 30, 2006).
• 79,615 incoming calls to King County 2-1-1 during Fiscal Year 2005 (July 1, 2004 to June 30, 2005).

Problem Summaries

Problem summaries reported by the Crisis Clinic reflect the types of issues that are identified over the course of a conversation between callers and 2-1-1 staff. There are 15 themes tracked for reporting. Because multiple issues may arise the number of Problem Summaries cannot be directly tied back to the call volume.
During the 12 months spanning July 1, 2006 to June 30, 2007 (the last full fiscal year at the time of this writing, for which data are available) there were 94,481 calls to the King County 2-1-1 line. Three Problem Summaries accounted for 83% of the problems/needs identified by callers: Basic Needs (28.1%), Financial (25.6%) and Other – e.g., calls for directory assistance, holiday assistance (29.2%).

2007 Calendar Year to date summary

Source:  Crisis Clinic, Caller Data Report: 2-1-1 Community Information Line, King County Report

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Crisis Line

The Crisis Line is a 24 hour immediate emergency assistance hotline run by the Crisis Clinic.

Crisis Line Highlights from 2006 Annual Report:

• Accredited by CONTACT USA after receiving 100% on evaluation
• 231 volunteers contributed 26,000 hours of service
• Calls are accepted from the community and professionals/clinical staff
• Average wait time for callers was 17 seconds
• Immediate emergency assessments were provided for 1,814 adults and 410 children
• 6,700 callers were seriously considering suicide, 78% agreed to a safety plan

Call Volume

• In the first 3 quarters of Calendar year 2007 there have been a total of 62,492

Source:  Crisis Clinic, Caller Data Report: Crisis Line, King County Report

Problem Summaries

• 57.6% of all calls identified Emotional Health issues
• 16.3% of calls identified Relationship issues

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