211info annual report: 2012

7/29/2019 211info Annual Report: 2012

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2012 ANNUAL REPORT


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CEO Foreward

Our Mission

Our Path to Statewide Expansion

Notes rom the Road

Depth o Services

Technological Advances

By the Numbers

In the Spotlight

Our Donors

Financials

Soundbites

Board o Directors

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6- 7

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12

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TABLE OF CONTENTS


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It usually starts with a phone call: My power was shut o, the ood in my

rerigerator is spoiled, and Im down to eating crackers or dinner. Can you

help?

The heart o 211 service is this: Someone in our community needs a resource

that can make a dierence: ood, shelter, health care, counseling, utility

payment assistance.

We connect people with the services they need, andwe are dedicated to continual improvement on behal

o our clients.

In 2012, our ocus on innovation on behal o our clients produced signicant

growth or 211ino, as we expanded geographically, technologically and in

our depth o service.

In 2009, we initiated an ambitious expansion plan, with the goal o bringing

211 service to every Oregonian. Deputy Director Denise Swanson spent much o 2012 on the road, meeting with

stakeholders in every Oregon county; and by the time this annual report is published, we will have achieved that

goal we set our years ago.

Ive been selling my tools to buy gas so I can go apply or jobs. Can I apply or ood stamps without driving into

town?

We expanded our technology and communications, allowing people to seek resources and reerrals via texting and

email, as well as searching 211inos online database. A strong social media presence has given 211ino the ability

to share resource inormation proactively, and to respond to community disasters with real-time data and serve as a

central repository or updated inormation. Our next goal is development o a database and website that will oer a

richer experience and be more accessible or our clients.

I guess I need help fnding an apartment. Im 60 years old and Ive always worked, but I cant get any interviews.

I really like my house. Im going to miss it.

We also expanded our depth o inormation, creating programs and hiring sta who have expertise in early

childhood; parenting; military service-related issues; housing and oreclosure; maternal and child health; and

navigating the health care system or people who are uninsured or underinsured and struggling with serious health

problems.

All this growth stems rom the same source connecting people with the resources they need, across Oregon and

Southwest Washington. The technology and level o expertise may change, but the compassion at the heart o 211

service remains the same.

I spent fve hours trying to fnd out the inormation that you ound in 30 seconds. Next time, Ill call 211 frst.

Thank you.

Liesl Wendt, 211ino CEO


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WHY : 211ino believes communities fourish when every person is empowered through guidanceand inormation.

WHAT : Were the astest, most ecient way to understand the breadth o health and community

services available.

HOW : Everyone has the ability to choose how to reach out to 211ino dial, text, email orbrowse online all toll-ree and condential.

211Ino is thecommunity resourcewhere people turn in times o need.

OUR MISSION

211ino oers guidance, compassion, inormation and reerral in 38 COUNTIES throughout Oregonand Southwest Washington.

We have 10 SPECIAL PROGRAMS to enhance our services around health, housing, veterans andparenting.

We are committed to creating an inspiring CUSTOMER-CENTERED CULTURE.


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OUR PATH TO STATEWIDE COVERAGE

MAY 2004:Multnomah, Clackamas, WashingtonJUNE 2006:Clark, SkamaniaJANUARY 2009:Deschutes, Jeerson, CrookAUGUST 2009:YamhillSEPTEMBER 2010:LaneJANUARY 2011:LincolnJULY 2011:Hood River, WascoAUGUST 2011:Sherman, Gilliam, WheelerSEPTEMBER 2011: Marion, Polk

NOVEMBER 2011: Benton, Linn

FEBRUARY 2012: Douglas

JULY 2012: Coos, Curry

SEPTEMBER 2012: Jackson

JANUARY 2013: Baker, Clatsop, Columbia, Grant,Harney, Josephine, Klamath, Lake, Malheur, Morrow,Tillamook, Umatilla, Union, Wallowa

211 LAUNCH DATES


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NOTES FROM THE ROAD

My inaugural expansion trip was to Medord, then on to Brookings

and, nally, Coos Bay. When setting up the meetings I elt clever in

my plan to tour three counties in one outing, thus making the most

o my time. On my way to Jackson County I had planned to arrive in

Medord and then go on to have dinner and a walkabout in Ashland

since I had never been there. By the time I arrived at my hotel in

Medord it was raining sideways and, ater ve hours behind thewheel, once I hit my room I realized the only place I wanted to go

was to bed.

In the morning I was astonished to see it snowing, with about three

inches already accumulated. This was March 2012, and I hadnt even

been skiing since we had had so little snow that past winter. During

211inos Deputy Director Denise Swanson logged many hours on the road in 2012. She traveled to every corner o the state (with the help o Agency RelationsCoordinator Emily Berndt) to ensure communities new to our network were well inormed and adequately prepared or the 211 service. This is her story.

my meeting with the Jackson County advisory group everyone kept telling me this much accumulation was out o the o rdinary.

They were shocked to learn that upon leaving them I was o to cross the mountains toward Crescent City and over to Brookings.

Probably not a good idea was the general consensus. For me it was a must do, as I had morning meetings with county

commissioners in Gold Beach. My trusty Subaru and I were going or it.

It was literally a white-knuckle drive that would have been considered beautiul i I could have taken my eyes o the bobsled

run that was the Redwood Highway. That aternoon I ound mysel saely on the beach with the sun shining and not a fake in

sight. This new job was exciting! Later that evening I had a dinner in a small, local restaurant in Brookings. As I was nishing I

was chatting with the hostess about 211 and why I was in town. I told her I was meeting with a couple o county commissionersand others in the morning. She laughed and said perhaps one o the commissioners I was meeting with was her husband -- t he

restaurant che. He came out and sat down and apologized that he had a confict and wouldnt be at the meeting but invited me

to tell him all about 211 and our expansion to his county. This really was the beginning o what I would nd over and over again

as I traveled throughout Oregon; I made riends everywhere I went, and people were always excited about 211 coming to their

communities.

I had the most exciting adventures during my time on the road, everything rom picking up a stray dog that was near a highway

over by Florence (the owners lived just a hal a mile away and somehow Emily and I ound them) to driving through the Canyons

near the Jordan Valley. In Ontario I was given the grand tour o the local cultural center and got to do presentations or the countycommissioners in the Jordan Valley. I met the most amazing and dedicated people in the many nonprots, community actions,

United Ways and municipalities. Everywhere I went, people welcomed me and 211 to their communities.

Now that were in the nal stages o statewide expansion, I nd I miss my weekly treks around the state, but I do have many

new riends and partners to call on as 211ino takes on new challenges. Also, there are still a ew places I have yet to get to,

including Ashland -- where next time I will take my skis.


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DEPTH OF SERVICES

PARENTING HEALTH

211 Family Ino is our new program that helps promote healthy children in

Multnomah, Clackamas and Washington counties. Parents and caregivers o

children under 8 years old in the tri-county area have the opportunity to call, textor email with our in-house child development specialist or ree. I callers need to

discuss behavioral strategies, school readiness or amily stress, our specialist can

provide guidance and resources to help.

211 Family Ino is partially unded through grants rom Multnomah Project

LAUNCH and The Oregon Community Foundation.

Oregon Health Connect is a coordinated eort among 211ino, the Department

o Consumer and Business Services and the Oregon Health Authority. In September

2012, we began assisting Oregonians who may not know which health program orservice best ts their needs, or who need guidance on how health insurance works,

including appeal rights. Were leveraging our community services expertise and

expanding our role in the health care system to meet the needs o our clients.

Additionally, our online resource directory helps people who are searching or state

and local insurance programs or community organizations that provide health

services.

To meet the specic needs o our callers we added several new programs in 2012.


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DEPTH OF SERVICES

TSUNAMI DEBRIS MILITARY HOUSINGSome veterans, active duty, guard and

reserve members and their amilies ace

incredible challenges: hunger, addiction,

mental health issues, suicide, and broader

amily impacts o poverty. And those acing

the most dicult challenges do not alwaysknow where to turn. 211ino now provides

military-specifc web and text messaging

services and leverages inormation about

more than 5,000 health and social services

that are available to the public.

Following the earthquake and tsunami in

Japan, 25 tons o waste and rubble were

rumored to be foating toward our shoreline,

and in June we began to see some o the

debris on our beaches. In response, Governor

Kitzhaber announced 211 as the tsunamidebris hotline number or Oregon. Since

then weve assisted people with such needs

as dropo locations or debris and contact

inormation to report dangerous materials

ound on our coastline.

211ino has multiple services to assist people

acing housing challenges. We operate

HousingConnections.org , a website that lists

aordable housing options in the Portland

Metro area, and in September 2012 we

began providing phone support services orOregonHomeownerSupport.gov. Through

this eort we will connect people with

housing counselors and mediation services

and answer questions about diculties in

home ownership.


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TECHNOLOGICAL ADVANCES

TEXTING

BLOG AND RESOURCE DIGEST

SOCIAL MEDIA85% o all Americans own a cell phone, and 80% o that group use it or text

messaging. In 2012 we made a strategic investment in text messaging services

because o the unique conversation we can have with customers. Anyone

can text their zip code to 898211 to have a texting conversation with our communityinormation specialists. Customers also have a direct line to our 211 Family Ino early

childhood specialist by texting children to the same number, and they can also text

ShelterPDX to subscribe to severe weather shelter updates in Multnomah County. Texting

advances are coming weekly, and we look orward to expanding the program in 2013.

Using online tools to proactively deliver critical and sometimes unexpected inormation is a big part o 211inos

uture. 2012 was a big year or our blog and community resource digest combination, which is the primary way

we achieve this content delivery goal. With more than 144,000 pageviews our blog was viewed nearly 95% more times this

year than the year previous.

In early 2012, a snowstorm

ollowed by heavy rains fooded

much o the Mid-Willamette Valley. Traditional communicators were caught o-guard, but not the

social media community. 211ino jumped online using Twitter, Facebook, Google alerts, SocialMention and Storiy to collect and broadcast critical food inormation. At the end o a hectic week

we saw record numbers or web visits and social media conversations. Yet, our call volume and

traditional database were barely used. This marked the rst time 211ino used non-traditional

means o communicating almost exclusively or storm-related inormation. Our response to the food

oered an interesting glimpse into the uture, while providing a valuable public service in a time o

emergency.

Last year more than

140,000people visited our website,

6,200people are now subscribed to our email resource digest and thousands more interacted with us on social media sites and through

text messaging. Online interactions have eclipsed phone call totals in most counties. Yet, stereotypes that people in need dont use technology still persist everywhere you turn. Were out to change that.

We believe technological innovation is or everyone. 2012 was a big year or us and 2013 will be even bigger.

Scan the QR code to the right to get

connected to 211ino online, or tweet

the hashtag #innovation4everybody to

join the discussion.

GET CONNECTED


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BY THE NUMBERS

Whos calling 211?

People accessed 211ino on the phone and the web 279,000times in 2012. That is roughly the number o people it would take toll 13 Rose Garden Arenas.

135,040people dialed 211 or inormation andreerral. That is approximately the total population oCorvallis, Tigard and McMinnville combined.

73%27%

4,200 callerswho did not speakEnglish called 211.

Through our languageinterpreter service, we provided inormationand reerral in 29 dierent languages.

91% o callers said thatby dialing 211 they nowhave a better understanding

o what resources might beavailable to them.

TOP 5 NEEDS

Housing & Utilities: 50%

Food Assistance: 18%

Health Care: 16%

Individual, Family &Community Support: 9%

Legal, Consumer &Public Saety: 7%

144,060 unique visits

1,215,089page views03:56 average visit duration

211info.org experienced...

WOMEN MEN


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IN THE SPOTLIGHT

A couple o years ago two ambitious and socially conscious lmmakers had the idea o shooting a documentary lm

that shines a light on the dramatic personal stories behind the worst economic crisis since the Great Depression. They

turned to 211ino in Portland as the entry point or capturing the story. For two winters a two-week stretch to lm

the pilot one year and several months to shoot the documentary the next Emmy award-winning lmmakers Joe

and Harry Gantz were embedded with their crew in the 211ino oces and in the community.

American Winteris the nal product that emerged. Our hope is that by putting a human ace on 211ino clients who

are struggling, like so many Americans, we can get beyond stereotypes and ideologies. I successul, this lm will

move the local and national conversation to a more compassionate and understanding place. A big thanks goes out

to the sta o 211ino, willing community partners and leaders and, most o all, our clients who were willing to open

the doors to their lives in a very public way.

You can learn more atamericanwinterlm.com.


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OUR DONORS

Since the inception o 211, locally and statewide, the United Way has been a driving orce to support operations and promotion. In the Portland Metro Area, the

United Way o the Columbia-Willamettes investment has been steadast and unparalleled over the years. As 211 goes statewide, United Ways rom across Oregon

are united in their support o connecting people in need with community resources.

STRATEGIC PARTNERS: United Ways o Columbia-Willamette, Benton and Lincoln Counties, Deschutes County, Lane County, Linn County, Mid-Willamette Valley, Jackson and United Way Worldwide.

CORNERSTONE PARTNERS: 211ino couldnt exist without the

ongoing support o public sector partners. These partners have

supported 211ino or many years, and we are thankul or their

contributions.

GENEROUS CONTRIBUTORS: To support our growth, we need to weave together a combination o local and statewide support in every region we serve. Diverse unding streams ensure local buy-in and

help the long-term stability o the system. Below is a list o supporters who help us maintain a local and diversied unding model with in-kind or nancial donations.

FRIENDS: $999 and below

Liz Bartell

Emily Berndt

Brissenden & Reynolds, Attorneys at Law, LLC

Vic & Lynne Falgout

Michael Fieldman

Joseph E. Weston Public Foundationvia The Oregon Community Foundation

GUARDIANS: $50,000 - $400,000 BENEFACTORS: $10,000 - $49,999 ADVOCATES: $1,000 - $9,999

Lee Girard

Charlene Hipes

Marika Kuylman

Joan R. Lewis

Legacy Health System (on behal o Michael Schultz)

Randal Lund

David Mason

Matthew McTigue

Shawn Michael

John Mullin

Jeery Murry

Michael Neiertz

LeRoy Patton

Terianne Petzold

Polar Systems, Inc

Kate & Tim Raphael

Carmen Rubio

J. Michael Schultz

Denise & John Swanson

Azam Tehrani

Liesl Wendt


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Support and Revenue TotalState Government 908,484

Local Government 545,180

United Ways 530,000

Grants and Foundations 442,235

Other Revenue 120,101

TOTAL REVENUE 2,546,000

ExpensesPersonnel 1,680,000

Communications 344,200

Subcontracts 153,500

Operations 124,000

Professional Services 121,250

Facilities 73,000Travel 31,000

Other Expenses 19,050

TOTAL EXPENSES 2,546,000

FY 2012 -13 annual budget Who unds 211ino?

FINANCIALS

17%

36%STATE (WA & OR)

21%

20%

LOCAL GOVERNMENT

GRANTS & FOUNDATIONS


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You (211ino) provided me with intelligent answers without making me eel like I wasbegging. You made me eel dignied, not needy. --- 58-year-old disabled emale head ohousehold rom Creswell, Oregon, who was seeking utility assistance.

SOUNDBITES

I elt like I stumbled onto the nicest place to call or help without discrimination.-- 60-year-old woman rom Springfeld, Oregon, who had lost her job andunemployment benefts had run out. Since calling us, one o our reerrals had paidher entire electric bill and she has ound ull-time employment.

I could Google or days and not nd the inormation I get rom you (211ino)with one phone call or text message. Im always impressed with how accurate

and up-to-date your resources are. -- Single mother rom Portland, Oregon,looking or post-surgical support or her and her 1-year-old daughter.

Keep up the good work. I think it (211ino) is a valuable service or all o us who areconused. -- 68-year-old man rom Jeerson County, Oregon, who needed assistance

with locating a health care provider that accepted Medicare.

As a parent you think you should be able to provide everything or your kids, and ranklyits embarrassing when you cant. 211 was very understanding, there was no judgment andI was so grateul or that. -- 52-year-old woman rom Bend, Oregon, living in a homelessshelter with her teenage children.

You (211ino) always treat people with respect when they call, and inreturn, I treat you with respect. --- Student, single mother rom Aurora,Oregon, who was looking or reerrals to ood pantries in her area.

Calling 211 actually gave us hope instead o that eeling o drowning; itgave us someplace to turn to. -- Married woman rom Medord, Oregon,who took o work to care or an ill parent. The temporary loss o incomecaused her own amily to all behind on their rent and utility bills. Areerral rom 211ino helped them fnd the assistance they needed.

You let me know that I wasnt the only one going through this and that I didnthave to be embarrassed to admit that I needed a little help. -- Single ather romClackamas County, Oregon, who was injured on the job. He has a 16-year-oldspecial needs son and was seeking rent assistance or a month until he couldreceive short term disability and/or a doctors approval to go back to work.


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BOARD OF DIRECTORS

J. Michael Schultz, Board PresidentExecutive Director within The Oce o Philanthropy or Legacy Health

Joan R. Lewis, Immediate Past Board PresidentRetired Executive Director o the Washington Statewide Health Insurance Benets Advisors (SHIBA) HelpLine

Vic Falgout, TreasurerRetired Program Director o United Community Action Network, and previously retired as Juvenile Department Director in Douglas County

Lee Girard, SecretaryCommunity Services Manager, Aging & Disability Services Division, Multnomah County

Randy BlackburnProject Director and Legislative Coordinator or the Administrative Services Division o the Department o Human Services

Theresa Connell911 Program Analyst or Technology & Response Services o the Oregon Oce o Emergency Management

Mike FieldmanExecutive Director, United Community Action Network

Craig OppermanCEO, Looking Glass Youth and Family Services

Leroy PattonPresident o the Northwest Development Center, and previously an administrator in the Oce o the Superintendent o Portland Public Schools; also President o the Fair Housing Council o Oregon

Martin TaylorDirector o Public Policy and Member Centricity at CareOregon


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LOCATION: 1435 NE 81st Ave., #500, Portland, OR 97213MAIL: PO Box 11830, Portland, OR 97211

DIAL211

TEXTzip code to 898211

[email protected]

SEARCH211ino.org

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211info annual report: 2012

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