50% Increase in Calls to 2-1-1

ALBANY, NY (12/16/2009)(readMedia)-- There were 2.26 million calls to 2-1-1, an easily remembered number to call for help with health and human services, from January through October of 2009, a 50% increase over the number of calls for the same period in 2008.

78% of the 2009 calls relate to these service needs:

Consumer services (559,619 - 28%), including information and programs related to financial credit and counseling.

Basic needs (373,022 - 16%) including help with food, housing, temporary financial assistance, and older adults or persons with disabilities who need assistance for themselves and their families.

Income support and employment (316,438 - 14%) including programs to assist in job search, access to public assistance and other benefit programs for retires, older adults and people with disabilities.

Criminal justice and legal services (220,716 10%) which includes crime prevention programs, agencies that investigate and make arrests for criminal behavior, and support for witnesses and crime victims.

Health care (219,886 10%) including prevention, screening, and treatment of people with illness or disabilities, substance abuse and provision of family planning and maternity services.

Calls for help showing the largest increase over 2008 include: education, a 68% increase, criminal justice and legal services, a 62 % increase, and mental health care and counseling, a 57% increase.

2-1-1 services are now available in 93% of the state through 6 call centers and 3 partner sites. Calls are answered by well trained individuals who provide information and/or a referral to government and/or not for profit service providers. Calls are free, confidential, and can be handled in a multitude of languages. Each 2-1-1 region also maintains a web site of service listings.

In addition to calls for help about everyday issues, 2-1-1 has assisted in responding to emergencies such as the flooding in Western New York and the Hudson Valley, and the plane crash in Clarence. There is also help for special services such as the nearest location for free tax preparation for low income families, or a flu shot.

2-1-1 represents a collaboration between United Way and NYSAIRS (the New York State Alliance of Information and Referral Systems), and includes participation by the Federal Emergency Management Agency (FEMA) and the American Red Cross.

Funding to support 2-1-1 has come from the state, local governments, United Ways, foundations and other private sources. Future state funding is under consideration by state officials for current 2-1-1 services and to provide statewide coverage.

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Attachments:

2009 call service requests and key

2008-09 monthly call volume and service request comparisons

2-1-1 call center contacts by region