22--11--1 Texas A Call for Help Community Resource Center1 Texas A Call for Help Community Resource Center

Caller Needs and TrendsCaller Needs and Trends

January 1, 2010 through December 31, 2010January 1, 2010 through December 31, 2010

2-1-1 Works.

The West Central Texas Area Information Center is a part of the Texas Information and Referral Network, a program of the Health and Human Services Commission, in collaboration with United Way of Abilene, City of Abilene, and the Workforce Solutions of West Central Texas Board.

PO Box 82, Abilene, TX 79604 Dial 2-1-1 or 325-673-2811

2-1-1 Texas A Call for Help Community Resource Center

Caller Needs and Trends

January 1, 2010 through December 31, 2010

-42% 514 297 Disaster/ Warm Center 37% 40,272 58,137 Total

45%

24,439 57,840

2-1-1 A Call for Help

% Change 2009 2010 Call Volume

Call Distribution by County

Brown Callahan Coleman

Comanche

Eastland Fisher Haskell Jones Kent Knox Mitchell Nolan Runnels

Scurry

Shackelford Stephens Stonewall Taylor Throckmorton

89

6 29 231 25

68 105 1,053

1,197

724

215

547 170 797

322

79

26,680

180

338

*25,330 other AIC Regions; 38 refused/unknown

Top Needs

Utility Deposit Assistance Gas Bill Payment Assistance Rent Payment Assistance Water Service Payment Assistance Electric Service Payment Assistance Rent Payment Assistance Bus Fare Food Pantries Gas Money Electric Bill Payment Assistance Unmet Met

Other Language Calls 2010 2009

Spanish 3,167 1,776

Other 212 25

I&R Calls at a Glance Information 33,057

Referral 17,563

Advocacy 560

Disaster 297 Operations 4,269

Follow-ups on Referrals 2010 % of Total Referrals Follow-up Standard Attempted 1,828 10.40% 10% Successfully Completed 771 42.17% n/a

Call Statistics 2010 Average Speed of Answer 0:14 Average Length of Call 2:31 Percentage of Abandoned Calls 3.38%

Non-Telephone I&R 2010 2009

A Call for Help Walk-Ins 316 1,464

Email 258 n/a

The AIRS’ “Big Count” is a national key categories compilation of I&R problem/needs for the purpose of consistent and credible reporting of community needs across jurisdictions.

2010 2009 % Change Art, Culture and Recreation 67 46 46% Clothing/Personal/Household Needs 1,505 1,381 9% Disaster Services 4,480 4,616 -3% Education 379 230 65% Employment 368 289 27% Food/Meals 9,847 6,213 58% Health Care 4,310 3,723 16% Housing/Shelter 12,083 12,023 0% Income Support/Assistance 8,092 4,522 79% Individual, Family and Community Support 3,389 2,511 35% Information Services 1,552 784 98% Legal, Consumer and Public Safety 2,398 1,794 34% Mental Health/Addictions 541 443 22% Other Government/Economic Services 244 126 94% Transportation 5,764 3,709 55% Volunteers/Donations 297 104 186%

Alliance of Information and Referral Systems (AIRS) Big Count

United Way of Abilene Community Resource Center—January 2011

502,0504,0506,0508,050

10,05012,05014,050

Art, Cultu

re and Recreatio

n

Clothing/Personal/Household Needs

Disaster Services

Education

Employment

Food/Meals

Health Care

Housing/Shelter

Income Support/Assistance

Individual, Family

and Community ...

Informatio

n Services

Legal, Consumer a

nd Public Safety

Mental H

ealth/Addictio

ns

Other G

overnment/Economic Services

Transportatio

n

Volunteers/Donatio

ns

2010

2009

Photo courtesy Erin Shilcutt

Using demographic and caller needs, Using demographic and caller needs, Using demographic and caller needs, 222---111---1 Texas A Call for Help 1 Texas A Call for Help 1 Texas A Call for Help publishes the annual publishes the annual publishes the annual Caller Needs and Trends Report Caller Needs and Trends Report Caller Needs and Trends Report to give insight into the community’s everto give insight into the community’s everto give insight into the community’s ever---changing needs.changing needs.changing needs.

58,137 calls were handled by 258,137 calls were handled by 258,137 calls were handled by 2---111---1 Texas West Central Area Information Center in 1 Texas West Central Area Information Center in 1 Texas West Central Area Information Center in 2010, answering 37% more calls in 2010 than 2009.2010, answering 37% more calls in 2010 than 2009.2010, answering 37% more calls in 2010 than 2009. All Operational Excellence Standards for service level, followAll Operational Excellence Standards for service level, followAll Operational Excellence Standards for service level, follow---up, etc., were met up, etc., were met up, etc., were met

and/or exceeded in 2010.and/or exceeded in 2010.and/or exceeded in 2010. All Problem/Need Categories saw increases in 2010, except for Disaster which All Problem/Need Categories saw increases in 2010, except for Disaster which All Problem/Need Categories saw increases in 2010, except for Disaster which

decreased by 3%.decreased by 3%.decreased by 3%. 79 % increase in callers asking for assistance and referrals for Income Support and 79 % increase in callers asking for assistance and referrals for Income Support and 79 % increase in callers asking for assistance and referrals for Income Support and

Assistance.Assistance.Assistance. In 2010, 2In 2010, 2In 2010, 2---111---1 Texas A Call for Help provided special I&R assistance for H1N1 1 Texas A Call for Help provided special I&R assistance for H1N1 1 Texas A Call for Help provided special I&R assistance for H1N1

influenza and stepped up outreach efforts to the Military.influenza and stepped up outreach efforts to the Military.influenza and stepped up outreach efforts to the Military. Our call center compiles data for 19Our call center compiles data for 19Our call center compiles data for 19---counties of West Central Texas to support counties of West Central Texas to support counties of West Central Texas to support

planning for services, which may be needed in the future.planning for services, which may be needed in the future.planning for services, which may be needed in the future.

222---111---1 Texas Information and Referral Network supports our mission to change community 1 Texas Information and Referral Network supports our mission to change community 1 Texas Information and Referral Network supports our mission to change community conditions and help all in West Central Texas in need, so everyone has the opportunity to conditions and help all in West Central Texas in need, so everyone has the opportunity to conditions and help all in West Central Texas in need, so everyone has the opportunity to succeed. succeed. succeed.

2-1-1 Texas A Call for Help is accredited by the Alliance of Information and Referral Systems (AIRS) which provides a professional umbrella for all I&R providers. A Call for Help helps people in West Central Texas and operates as a critical component of the health and human service delivery system.

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