Case Studies
50 Ways 2-1-1 Works Across America
Across the country,
Displaying 21-30 of 50
- Assistance to Local Governments: Many local governments do not have the extra tax dollars to establish a 3-1-1 service to provide information about municipal government services. As an alternative,
2-1-1 can provide an up-to-date official directory of detailed contact information so that residents know who to call for non-emergency information such as tax information, to report a dangerous road condition, or to ask a question about codes and zoning. - Reporting Scams Aimed at the Elderly: In Texas, there is discussion about using
2-1-1 as a statewide "clearing house" to assist senior citizens seeking advice about suspicious services or offers and keep track of potential scams. Neighbors, family members, and others could also call the line to ask questions about elder abuse. - Reduce Government Waste:
2-1-1 can prevent the proliferation of government sponsored 8YY helplines. In some states, government agencies are required to use2-1-1 if possible before being permitted to create a new 800 helpline. - Rumor Control:
2-1-1 can provide a means to control rumors by providing one trusted information source during events such as nuclear power plant failures. - Power blackouts: In Toronto, calls to
2-1-1 tripled during the night of the blackout. Cheryl May,2-1-1 Director, said, "The call center is always up to speed and on top of events, and counselors work with information specialists to collect and maintain the information required throughout a crisis." - Health Education Campaigns:
2-1-1 provides an easy way for government to do short and long term public information and education campaigns. For example, in Connecticut, the Tobacco Quitline can be reached through dialing2-1-1 . It takes only two staff for2-1-1 to operate this service, in contrast to the six to eight staff that would have been required for state government to establish Quitline. - Responses to Individual Needs: The 11/30/03 edition of PARADE Magazine profiled Joshua Webbert of Holland, Michigan who
2-1-1 helped to obtain a special outlet that he needed to keep him alive while awaiting a heart transplant.2-1-1 centers can allocate staff to search for solutions to special problems. - Case Coordination: In Florida and elsewhere, centralized information and referral (I&R) systems and
2-1-1 are providing the basis for electronic case coordination systems. These systems will save staff time by allowing system-wide entry of callers' basic information, needs and service requests. A secure e-mail system between human service workers is often built into these case coordination systems.2-1-1 systems are moving further in some locations, piloting programs to use2-1-1 as the enrollment point for public benefit programs such as the children's health insurance program. - Housing Assistance: Although some communities provide specialized information and referral to address housing needs, many do not.
2-1-1 can provide housing information so that persons in need can find appropriate housing assistance. - Wildfires: In the aftermath of the October-November 2003 firestorms in Southern California,
2-1-1 has become a central component in local communities' disaster information, response and recovery systems.
Compiled by United Way of Pennsylvania, July 2004
Reprinted and revised with permission
