01/24/2023 - Regular - Additional Docs-211 ReportSOCIAL aR COAWU91TI SERVICE
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Helping Washingtonians
improve their lives since 2006
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In Washington State,
Help is 3 Numbers Away
211 maintains a comprehensive database of corn munity
resources and provides information and referrals
for essential needs like: 'A
Food
Housing and Shelter
Utillty Assistance
Healthcare Services &
Government Services
988 provides crisis
support for.
Tboughts
of Suicide
Mental
Health Crisis
Substance
Use Crisis
Emotional
Distress
Get Connected • Get Help"
211 also can connect people with
information and referrals for
Transportation
Legal Services
Counseling and Support Groups
Disaster Aftercare
Everything Else
911 provides first
responder dispatch for:
Medical
Emergency
Fi re
Reporting a Crime
Disaster
Response
Life Threatening
Situation
This year, Washington 211 began a partnership with 911 report and 988 to develop a whole person continuum of care crisis response system for
the State of Washington. Like a Fire Fighter and an EMT or a School Nurse and School Counselor working together, the 211 Community Resource
Specialist, 911 emergency response dispatcher and 988 Crisis line Intervention Specialist will work in tandem to ensure that all persons living
in the state, who are experiencing both a mental health and personal crisis, are connected to a caring professional who will address their needs
no matter their situation or number they call.
After responding to over five million calls for assistance since
Washington 211 began service in 2006, we have learned a great
deal about our state, its people, their needs and our collective
ability to help people get through a crisis. But perhaps the most
significant lesson has been the value of personal interaction in
responding to people's needs and working with partners to meet
them. 211 provides a flexible, easy to access portal to our state's
health and human service infrastructure while
providing a window to ever changing needs and
issues confronting Washingtonians.
n
85 percent believe 2-1-1 is an essential service. 2022 stakeholder survey by Deloitte Company.
• 397,400
calls answered
• 691,000
referrals made
• 31,000
additional contacts
through texts &
other means
• 190 specialists
handled calls
r
• Average hours of operat[n Monday through Friday,
8 a.m. to 5 p.m.
93.5 percent customer satisfaction.
• Average call length 8.5 minutes
(a 30 percent increase over the
last four years, representing a need
for multiple referrals per call)
• Continued handling state's
COVID-19 hotline 171,083 calls
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• Nearly 130,000 requests for • Nearly 15,000 requests for assistance and childcare are relatively
assistance with rent and finding low- transportation help. fewer, the percentage increase from
cost housing and shelter. Another . Housing and shelter surpass COVID last year were 59 percent and 64
15,000 requests for housing legal and other health -related calls. In the percent respectively.
assistance, last quarter of this annual report year, 211 Counts is an online searchable 211
• Over 76,000 requests for healthcare Washington 211 received nearly caller data dashboard https://wa211.org/
information 3,000 more requests for information community -data/. With 2-1-1 Counts, you
• Over 30,000 requests for assistance and referrals for housing and shelter can create a snapshot of community-specif-
with utilities than the same period the year is needs based on call data as recent as yes -
before, representing an 11 percent terday, displayed by ZIP code, region or call
• Another 30,000 requests for help increase. And while requests for utility center enabling you to easily check trends,
buying food and accessing food banks make comparisons and share information.
HOUSING TRANSPORTATION
& SHELTER11 LEGAL HEALTHCARE UTILITIES 59 FOOD ASSISTANCE
130,000 15,000 76,000 30,000 30,000 15,000
kh HIGHLIGHTS OF THIS REPORT YEA
Partnership with Washington
Department of Social and Health
Services to provide information and
referral and navigation services to
Washingtonians affected by or caring for
someone with a traumatic brain injury.
Continued operation of state's COVID
hotline handling 171,083 calls.
Have added screening and referrals
for telehealth appointments for
therapeutics. Created API client data
exchange for closed loop referrals
between 211 and DOH Care Connect
platforms.
Partnered with the Washington
University in St. Louis Health
Communications Research Laboratory
on a national study to expand
population -level interventions to
help more low-income smokers quit.
The Deloitte Company assisted Washington 211 this year to
identify the strategic direction and future of 211 in the coming
years.
This work started with a statewide stakeholder survey of 548
users and community partners, including: partner agencies,
contact centers (partners), board members, agency partners
(resource database listed partners), legislators, and state agencies,
responded to the survey. The process ended with a two-day
planning retreat and the creation of a future roadmap for 211.
While Washington so far continues to exhibit a robust economy,
this success means little to those who struggle from day to day in
their pursuit of health, safety, and security. 211 provides a single
point of entry into our state's health and human services system
accessible anywhere in the state, providing equitable access to
services that can help families move forward from poverty or are
experiencing an unexpected crisis.
For Washington to realize the full potential of 211, this historically
underfunded service, it will need a significant investment from
the state legislature. We have developed a Legislative request and
ask you to help 211 advocate for greater capacity.
Callers in the Greater Columbia 211
Region, who identified as a smoker
and interested in participating in the
smoking cessation study, were referred
to the National Quit Line or enrolled
in the Smoke Free Homes program. Of
callers who participated in the study
16 percent quit smoking compared
to 7.5 percent for the general
population and 22 percent created a
smoke -free home.
Expenses: $3,602,789
Revenue: $3,567,705
$1,835
Washington
*Southwest WA is served by 211 info Oregon
through a special operation agreement
WA211 REGIONAL CONTACT CENTERS
Eastern 211 Region — Frontier Behavioral Health
Greater Columbia 211 Region — People for People
King County 211 Region — Crisis Connections
North Sound 211 Region —Volunteers of America
Peninsulas 211 Region — United Way of Kitsap Co.
South Sound 211 Region — United Way of Pierce Co.
Southwest 211 Region — 211 info