september 2012 community report · genesee, 1190 shiawassee, 155 call distribution by county total...

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?

6

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


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.


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



Food Pantries 26



400

450

500

550

600

650

700


General Dentistry 7


Home Rental Listings 7


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



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


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.


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


Food Pantries 96



0

200

400

600

Water Service Payment Assistance 59

Home Rehabilitation Grants 40

General Appliance Provision 38


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



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.


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


General Dentistry 4

General Legal Aid 3


0

20

40

60 Community Shelters 2

Physician Referrals 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




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


Food Pantries 162



0

250

500

750

1000

1250

1500General Furniture Provision 87

General Legal Aid 48


Personal/Grooming Supplies34


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



139 Bill Exceeds Amount Available- The average amount due for callers was $562.41.


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.


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


Food Pantries 128



0

500

1000


Gas Money 28

Winter Clothing 26

Work Clothing 26


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




Electric Service 25 Bill Exceeds Amount Available- The average amount due for callers was $697.45.

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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


Food Pantries 23



0

50

100

150

200

Community Clinics 8


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



9


Prescription Expense 7

Service Not Available- While the service may sometimes be available, it was not at

20

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.


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


150

200

250

Livingston County Call Volume Total Call Volume for September: 157

September Top Needs



General Legal Aid 9

Food Pantries 8

0

50

100

Gas Money 7

Automotive Repair 5

Community Clinics 5

Food Stamps/SNAP 5


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



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


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


Food Pantries 18



0

50

100

Gas Money 6


Community Clinics 3

Diapers 3

General Legal Aid 3


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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



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.


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

september 2012 community report · genesee, 1190 shiawassee, 155 call distribution by county total...

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