Case Studies
50 Ways 2-1-1 Works Across America
Displaying 41-50 of 50
- When Services Don't Work Out: Sometimes, people do not get the help they need, despite getting a referral. The client may be frightened or may have been sent to the wrong service. Many people then just walk away because they are in an emotionally charged situation and do not know what to do.
2-1-1 provides trained counselors who can review why the help did not work and help the caller to plan what to do next. - Donations of Goods: Whether you represent a corporation wishing to donate excess equipment or are a homeowner who is moving and would like to donate a large appliance to charity,
2-1-1 can be used to find an appropriate place to donate surplus goods. Besides providing central information on the donation policies and hours of food banks, Goodwill stores, and other traditional recyclers of used goods,2-1-1 can match donors of more unusual in-kind gifts with charities that can use them. This role is particularly useful in the aftermath of a disaster. - Flexibility:
2-1-1 's helping resources can be accessed in a variety of ways: by phone, in print, and online. People have a choice between self-service and personalized service, whether they are computer savvy or not. - Training: Because of the high standards for
2-1-1 call center operation,2-1-1 centers are used to providing training to government and non-profit staff who answer phones, especially for crisis or human services calls. - Avoiding Litigation: By assuring that one reliable and accessible gateway to services exists, government can have confidence that all people have access to a comprehensive range of assistance, regardless of physical or language barriers.
- Employee Assistance Programs: Many businesses offer employee assistance programs that provide employees with a way to get help with individual and family problems before they get out of hand.
2-1-1 provides a major resource in support of EAP's while offering EAP-like services to small businesses that cannot afford that resource. - e-Library: Through its local companion websites and recorded informational tapes,
2-1-1 can provide important legal, health and safety information. The Connecticut Info Line website lists special information from child support enforcement to how to check an individual's criminal record. - Specialized Information and Referral: Excellent specialized I&R programs exist through Area Agencies on Aging, Mental Health / Mental Retardation offices, Drug and Alcohol agencies, HIV / AIDS programs and others.
2-1-1 can make a direct connection with these specialized I&R programs. - Daily "Are You OK?" Call to the Homebound: Through automated phone technology, calls can be placed on a daily basis to homebound individuals to be sure that they are OK. If there is no answer or a person indicates a need for help, immediate follow-up is made.
- Public Policy Research: Because of the high volume of calls and the structured nature of the assistance that is provided,
2-1-1 creates a real-time source of data on community needs. This provides an "instant focus group" which can serve as the basis for research to guide the efforts of legislators and other public policy makers.
Compiled by United Way of Pennsylvania, July 2004
Reprinted and revised with permission
