september 2012 community report · genesee, 1190 shiawassee, 155 call distribution by county total...
TRANSCRIPT
September 2012
Community Report
6,2956,688 6,617
6,076
6,769
5,788
6,7146,410
5,825 5,784
6,6306,382
5,993
Monthly Call Volume
2011 2012
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Sept Oct Nov Dec Jan Feb March April May June July Aug Sept
Jackson, 1508
Livingston, 157
Genesee, 1190
Shiawassee, 155
Call Distribution by CountyTotal Call Volume, September 2012 – 5993
Clinton, 123
Ingham, 2185
Eaton, 359
Lenawee, 253
Hillsdale, 63
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Central Michigan 2-1-1 exists to serve its callers. Yet, it is easy to lose track of the individuals who are calling when we only speak of data trends. This page is dedicated to the narrative that is shared between our callers and our staff.
One of the most frequent calls we get at Central Michigan 2-1-1 has to do with utility shut offs and how to get help for them. Often in today's economy people who do not usually have to face such difficulties are having to face these issues, this was the case with Beth.
Beth called the call center because she was struggling and could no longer keep up on her electric bill. In fact her service had just been disconnected. Beth became very emotional due to the embarrassment of the entire situation and started
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to the embarrassment of the entire situation and started crying.
Our Information and Referral Specialist took Beth step by step through the process of applying for assistance. They also helped Beth calm down by taking her through some simple deep breathing exercises and providing her with positive feedback and an optimistic outlook.
Weeks later our Information and Referral Specialist followed up with Beth and found she was able to get the help she needed! Beth now recommends 2-1-1 to all her friends telling them how much our call center helped her not only with getting help, but by helping her to maintain the right frame of mind!
Sue called 2-1-1 looking for housing help for her mentally and physically impaired adult son who was facing homelessness. Her older son was moving and felt he could no longer care for his brother and Sue lived in a senior housing unit that wouldn’t allow him to move in with her.
She was very frustrated from calling a lot of places on her own and didn’t feel like organizations were listening. She even tried calling a shelter and was told he couldn’t stay there because he was unable to care for himself.
Through the conversation, the Information & Referral
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Through the conversation, the Information & Referral Specialist learned her son wasn’t able to live on his own, had Medicaid and it sounded like he might qualify for group home placement. With permission, the Information & Referral Specialist, contacted Community Mental Health and the son’s case manager, helping to express the mother’s concerns and determined the next steps to assess him for a group home.
Sue thanked the Information & Referral Specialist for taking the time to listen, ask questions to get to the bottom of the problem and helping her voice her concerns. She felt much better about finding housing that met her son’s needs!
Web ContactsVisitors seeking assistance: 471
Average number of searches per visitor: 10
Top Ten Searches
Various Disease/Disability Related Information
335
Mental Health Related Support Groups 108
Health/Disability Related Support Groups
95
34
150
200
250
Individual Agency
Number and Type of Web Visitors by County
Food Pantries 82
Electric Bill Payment Assistance 78
Individual Counseling 46
Rent Payment Assistance 34
Rental Deposit Assistance 32
Low Income/Subsidized Private Rental Housing
32
Gas Service Payment Assistance 25 5
2134
2615
54
165
1928
12
10
11 25
11
33
12
15
8
0
50
100
The Central Michigan 2-1-1 phone system asks callers if they would be willing to participate in a survey regarding the quality of their 2-1-1 experience. The system is fully automated and calls the client approximately two minutes after their 2-1-1 callhas ended. In September, 491 callers participated in the survey. The percentages below indicate callers who reported an affirmative response to the stated questions.
95.51%
90.02%
Did you feel you were treated in a
courteous and respectful manner?
Was your call specialist helpful and
knowledgeable?
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93.89%
86.15%
Would you feel comfortable calling 2-1-1
again in the future?
Did you receive the information or
referrals you requested today?
Clinton County Call VolumeTotal Call Volume for September: 123
September Top Needs
Electric Service Payment Assistance 17
Rent Payment Assistance 12
Food Pantries 6
Community Clinics 5300
350
400
450
500
Community Shelters 4
General Dentistry 4
Prescription Expense Assistance 4
General Furniture Provision 3
Home Rehabilitation Grants3
Homeless Motel Vouchers 30
50
100
150
200
250
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Clinton County DetailSeptember 2012
Top Five Unmet
Needs
Number
UnmetExplanation of Number One Unmet Reason
Electric Service Payment Assistance
7
Client Ineligible/No Documentation- For utility bills, this generally indicates that the caller is not yet in shut-off status. Being in threat of shut-off is the primary eligibility requirement for receiving help with utility bills.
Rent Payment Assistance 7 Bill Exceeds Amount Available- The average amount due for callers was $1,388.61.
In September 19% of needs in Clinton county were unmet. Below are the top five unmet needs with a brief explanation of theirprimary reason for being unmet.
Automobile Repair 1
Client Ineligible/Target Population Requirement- The automobile repair assistance available requires both that the applicant is employed or in school and has minor children in the home. Often, disabled or senior callers have great difficulty finding this type of help.
Rental Deposit Assistance 1
Client Ineligible/Target Population Requirement- Rental deposit assistance requires that the applicant be either be verifiably homeless or have a court ordered eviction notice along with a viable income.
Thanksgiving Meals 1No Immediate Resource Available- At the time the caller called there was no resource available, though there may have been at a different date.
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Eaton County Call VolumeTotal Call Volume for September: 359
September Top Needs
Electric Service Payment Assistance 79
Rent Payment Assistance 37
Food Pantries 26
Prescription Expense Assistance 8
Rental Deposit Assistance 8350
400
450
500
550
600
650
700
Rental Deposit Assistance 8
General Dentistry 7
General Furniture Provision 7
Home Rental Listings 7
Community Shelters 6
General Appliance Provision 60
50
100
150
200
250
300
350
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Eaton County DetailSeptember 2012
In September,12% of needs in Eaton county were unmet. Below are the top five unmet needs with a brief explanation of their primary reasons for being unmet.
Top Five Unmet
Needs
Number
UnmetExplanation of Number One Unmet Reason
Electric Service Payment Assistance
16
Client Ineligible/No Documentation- For utility bills, this generally indicates that the caller is not yet in shut-off status. Being in threat of shut-off is the primary eligibility requirement for receiving help with utility bills
Rent Payment Assistance 8
Client Ineligible/No documentation As related to requests for rent assistance, this unmet need reason means that the caller has not yet received a Summons and Complaint from the local court. Notices to Quit or 7-day notices are not generally
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Rent Payment Assistance 8Complaint from the local court. Notices to Quit or 7-day notices are not generally sufficient to qualify for rent payment.
Rental Deposit Assistance 3
Client Ineligible/Target Population Requirement- Rental deposit assistance requires that the applicant be either be verifiably homeless or have a court ordered
eviction notice along with a viable income.
Medical Appointments Transportation
2 Service Not Available- Most likely due to out of count y transportation need.
Adult State/Local Health Insurance Programs
1Client Ineligible/Target Population Requirement- This may have been due to an income requirement which is often part of a county health plan.
800
1000
1200
1400
Genesee County Call Volume Total Call Volume for September: 1,190
September Top Needs
Electric Service Payment Assistance 275
Food Pantries 96
Rent Payment Assistance 87
General Furniture Provision 66
0
200
400
600
Water Service Payment Assistance 59
Home Rehabilitation Grants 40
General Appliance Provision 38
Community Shelters 30
Gas Service Payment Assistance 27
General Clothing Provision 27
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Genesee County DetailSeptember 2012
In September, 20% of needs in Genesee county were unmet. Below are the top five unmet needs with a brief explanation of their primary reason for being unmet.
Top Five Unmet
Needs
Number
UnmetExplanation of Number One Unmet Reason
Electric Service Payment Assistance
88Bill exceeds amount available- The average amount due for callers was $758.14
Water Service Payment
12
Water Service Payment Assistance
30 Bill exceeds amount available- The average amount due for callers was $354.99.
Prescription Expense Assistance
23Service Not Available-While the service may sometimes be available, it was not at the time of the caller’s request.
Rent Payment Assistance 18
Client Ineligible/No documentation As related to requests for rent assistance, this unmet need reason means that the caller has not yet received a Summons and Complaint from the local court. Notices to Quit or 7-day notices are not generally sufficient to qualify for rent payment.
Gas Service PaymentAssistance
12 Bill exceeds amount available- The average amount due for callers was $409.41.
Hillsdale County Call VolumeTotal Call Volume for September: 63
60
80
100
120 September Top Needs
Electric Service PaymentAssistance
11
Rent Payment Assistance 10
General Dentistry 4
General Legal Aid 3
Community Shelters 2
0
20
40
60 Community Shelters 2
Physician Referrals 2
Prescription Expense Assistance 2
Automobile Payment Assistance 1
Child Care Provider Referrals 1
Disability Related Transportation 1
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Hillsdale County DetailSeptember 2012
In September, 36% of needs in Hillsdale county were unmet. Below are the top five unmet needs with a brief explanation of theirprimary reason for being unmet.
Top Five Unmet
Needs
Number
UnmetExplanation of Number One Unmet Reason
Rent Payment Assistance 7
Client Ineligible/No documentation As related to requests for rent assistance, this unmet need reason means that the caller has not yet received a Summons and Complaint from the local court. Notices to Quit or 7-day notices are not generally sufficient to qualify for rent payment.
Electric Service Payment Assistance 4 Bill exceeds amount available- The average amount due for callers was $440.45.
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Assistance 4 Bill exceeds amount available- The average amount due for callers was $440.45.
Prescription ExpenseAssistance
3Service Not Available- While the service may sometimes be available, it was not at the time of the caller’s request.
Automobile Payment Assistance
1
Client Ineligible/Target Population Requirement- The automobile payment assistance available requires both that the applicant is employed or in school and has minor children in the home. Often, disabled or senior callers have great difficulty finding this type of help.
Dental Care Expense Assistance
1Service Not Available- While the service may sometimes be available, it was not at the time of the caller’s request
Ingham County Call Volume Total Call Volume for September: 2,185
1750
2000
2250
2500
2750
3000September Top Needs
Electric Service Payment Assistance 426
Food Pantries 162
Rent Payment Assistance 124
Community Shelters 87
0
250
500
750
1000
1250
1500General Furniture Provision 87
General Legal Aid 48
General Clothing Provision 47
Personal/Grooming Supplies34
Rental Deposit Assistance 31
Diapers 29
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Ingham County DetailSeptember 2012
In September, 14% of needs in Ingham county were unmet. Below are the top five unmet needs with a brief explanation of theirprimary reason for being unmet.
Top Five Unmet
Needs
Number
UnmetExplanation of Number One Unmet Reason
Electric Service Payment Assistance
139 Bill Exceeds Amount Available- The average amount due for callers was $562.41.
Rent Payment Assistance 66
Client Ineligible/No documentation - As related to requests for rent assistance, this unmet need reason means that the caller has not yet received a Summons and
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Rent Payment Assistance 66unmet need reason means that the caller has not yet received a Summons and Complaint from the local court. Notices to Quit or 7-day notices are not generally sufficient to qualify for rent payment.
Gas Service Payment Assistance
9Bill Exceeds Amount Available-The average amount due for callers was $532.17.
Rental Deposit Assistance 7
Client Ineligible/No Documentation- As related to requests for rental deposit assistance, this unmet need reason means that the caller has not yet received a Summons and Complaint from the local court or a verification of homelessness.
Thanksgiving Baskets 7No Immediate Resource Available- At the time the caller called there was no resource available, though there may have been at a different date.
1500
2000
2500
Jackson County Call Volume Total Call Volume for September: 1,508
September Top Needs
Electric Service Payment Assistance 174
Food Pantries 128
Rent Payment Assistance 91
General Furniture Provision 64
0
500
1000
Prescription Expense Assistance 31
Gas Money 28
Winter Clothing 26
Work Clothing 26
General Clothing Provision 25
General Legal Aid 23
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Jackson County DetailSeptember 2012
In September, 9% of needs in Jackson county were unmet. Below are the top five unmet needs with a brief explanation of theirprimary reason for being unmet.
Top Five Unmet
Needs
Number
UnmetExplanation of Number One Unmet Reason
Rent Payment Assistance 32
Client Ineligible/No documentation As related to requests for rent assistance, this unmet need reason means that the caller has not yet received a Summons and Complaint from the local court. Notices to Quit or 7-day notices are not generally sufficient to qualify for rent payment.
Electric Service 25 Bill Exceeds Amount Available- The average amount due for callers was $697.45.
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Electric Service Payment Assistance
25 Bill Exceeds Amount Available- The average amount due for callers was $697.45.
Gas Service Payment Assistance
8 Bill exceeds amount available- The average amount due for callers was $578.57
Rental Deposit Assistance6 Bill Exceeds Amount Available- The average amount due for callers was $750.
School Supplies 6No Immediate Resource Available- At the time the caller called there was no resource available, though there may have been at a different date.
200
250
300
350
Lenawee County Call Volume Total Call Volume for September: 253
September Top Needs
Electric Service Payment Assistance 43
Food Pantries 23
Rent Payment Assistance 13
Community Shelters 9
0
50
100
150
200
Community Clinics 8
Prescription Expense Assistance 7
Gas Money 6
General Legal Aid 6
Gas Service Payment Assistance 5
General Dentistry 5
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Lenawee County DetailSeptember 2012
In September, 20% of needs in Lenawee county were unmet. Below are the top five unmet needs with a brief explanation of their primary reason for being unmet.
Top Five Unmet
Needs
Number
UnmetExplanation of Number One Unmet Reason
Electric Service Payment Assistance
9
Client Ineligible/No Documentation- For utility bills, this generally indicates that the caller is not yet in shut-off status. Being in threat of shut-off is the primary eligibility requirement for receiving help with utility bills.
Prescription Expense 7
Service Not Available- While the service may sometimes be available, it was not at
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Prescription Expense Assistance
7Service Not Available- While the service may sometimes be available, it was not at the time of the caller’s request.
Gas Money 6Service Not Available- While the service may sometimes be available, it was not at the time of the caller’s request.
Rent Payment Assistance 4
Client Ineligible/No documentation- As related to requests for rent assistance, this unmet need reason means that the caller has not yet received a Summons and Complaint from the local court. Notices to Quit or 7-day notices are not generally sufficient to qualify for rent payment.
Automotive Repair 2
Client Ineligible/Target Population Requirement- The automobile repair assistance available requires both that the applicant is employed or in school and has minor children in the home. Often, disabled or senior callers have great difficulty finding this type of help.
150
200
250
Livingston County Call Volume Total Call Volume for September: 157
September Top Needs
Electric Service Payment Assistance 16
Rent Payment Assistance 10
General Legal Aid 9
Food Pantries 8
0
50
100
Gas Money 7
Automotive Repair 5
Community Clinics 5
Food Stamps/SNAP 5
Community Shelters 4
Emergency Shelter Clearinghouses 4
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Livingston County DetailSeptember 2012
In September, 14% of needs in Livingston county were unmet. Below are the top five unmet needs with a brief explanation of their primary reason for being unmet.
Top Five Unmet
Needs
Number
UnmetExplanation of Number One Unmet Reason
Electric Service Payment Assistance
3
Client Ineligible/No Documentation- For utility bills, this generally indicates that the caller is not yet in shut-off status. Being in threat of shut-off is the primary eligibility requirement for receiving help with utility bills.
Rent Payment Assistance 3
Client Ineligible/No documentation- As related to requests for rent assistance, this unmet need reason means that the caller has not yet received a Summons and
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Rent Payment Assistance 3unmet need reason means that the caller has not yet received a Summons and Complaint from the local court. Notices to Quit or 7-day notices are not generally sufficient to qualify for rent payment.
Automotive Repair 2
Client Ineligible/Target Population Requirement- The automobile repair assistance available requires both that the applicant is employed or in school and has minor children in the home. Often, disabled or senior callers have great difficulty finding this type of help.
Community Shelters 2 Service Not Available- Livingston County only offers a seasonal shelter.
Homeless Motel Vouchers 2Service Not Available- While the service may sometimes be available, it was not at the time of the caller’s request.
150
200
250
Shiawassee County Call Volume Total Call Volume for September: 155
September Top Needs
Electric Service Payment Assistance 27
Food Pantries 18
Rent Payment Assistance 11
Community Shelters 6
0
50
100
Gas Money 6
Rental Deposit Assistance 6
Community Clinics 3
Diapers 3
General Legal Aid 3
Prescription Expense Assistance 3
23
Shiawassee County DetailSeptember 2012
In September, 30% of needs in Shiawassee county were unmet. Below are the top five unmet needs with a brief explanation of their primary reason for being unmet.
Top Five Unmet
Needs
Number
UnmetExplanation of Number One Unmet Reason
Electric Service Payment Assistance
11 Bill Exceeds Amount Available- The average amount due for callers was $249.
Gas Money 6Service Not Available While the service may sometimes be available, it was not at the
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Gas Money 6Service Not Available While the service may sometimes be available, it was not at the time of the caller’s request.
Rent Payment Assistance 6
Client Ineligible/No documentation- As related to requests for rent assistance, this unmet need reason means that the caller has not yet received a Summons and Complaint from the local court. Notices to Quit or 7-day notices are not generally sufficient to qualify for rent payment.
Community Shelters 3Service Not Available While the service may sometimes be available, it was not at the time of the caller’s request.
Prescription ExpenseAssistance
3Service Not Available- While there was no specific referral for school clothing, referrals are often made to local thrift shops for clothing.
Giving Help: Volunteerism and Donations
Our monthly report might give the impression that we only take calls related to emergency basic needs. While these comprise a large percentage of our call volume, we also receive many calls from people looking to donate goods or services to the community. This section will
Top Volunteering Cities
Lansing 6
Flint 2
Top “Give Help” Calls
Furniture/Home Furnishings DonationPrograms
13
Volunteer Recruitment/Placement 9
Clothing Donation Programs 4
Electronic/Small Appliance Donation Programs 2community. This section will illustrate “Give Help” calls on a monthly basis. Adrian 1Bedding/Linen Donation Programs 1
Environment Volunteer Opportunities 1
Sports Equipment Donation Programs 1
Vehicle Donation Programs 1
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Local organizations benefit from being included in the 2-1-1 database not only because they get more referrals but because those referrals are made with foresight and purpose. 2-1-1 stays in close contact with these organizations to track the exact nature and availability of their resources, easing the burden caused by incorrectly referred clients. 2-1-1 also faithfully and accurately reports community needs to local and State government, helping to reveal hidden problems that might otherwise go unnoticed.
2-1-1 is committed to providing the highest level of community service. If you are unable to contact us by dialing 2-1-1 then please call us toll-free at: 866-561-2500. 2-1-1 is to contact us by dialing 2-1-1 then please call us toll-free at: 866-561-2500. 2-1-1 is primarily supported through contributions from people like you! If you’re interested in volunteering or supporting the program, dial 2-1-1!
Search our database online - visit www.centralmichigan211.org!
A partnership of Capital Area United Way, Eaton County United Way, Hillsdale Human Service Network, Lenawee United Way, LifeWays, Livingston County United Way, Resource Genesee, Shiawassee United Way,
United Way of Genesee County & United Way of Jackson County