Statement from Susan Hager, co-chair of 2-1-1 New York

ALBANY, NY (01/13/2010)(readMedia)-- New York's 2-1-1 call centers, which now serve over 90% of the state's population report making 2.5 million referrals from January - November 2009 compared with 1.9 million in all of 2008. The dramatic jump in requests for help reflects the ongoing economic crisis which continues to compromise not only the State's fiscal health, but the health and well-being of many residents, some of whom have never needed outside help before.

The largest increases in referrals include:

• A 75% increase in the referrals to criminal justice and legal services which includes, among other programs, requests for free income tax preparation for low income families so that they can receive their Earned Income Tax Credit (EITC) refunds.

• A 73% increase in referrals to mental health care and counseling programs.

• A 58% increase in referrals to income support and employment programs that help residents find employment and related assistance.

• A 44% increase in referrals for health care services.

• A 41% increase in referrals to basic needs programs that provide essential resources including food, housing, transportation and temporary financial assistance.

2-1-1 has been supported by a public-private partnership including state and local government funding, support from United Ways, foundations and other private sector sources. After three years (2006-2009) of state investment of over $13 million, the 2009-10 (current) state budget provides no funding for 2-1-1.

However the Governor's Jan 12 press release cites a plan for the new budget to:

"Consolidate call centers to improve customer service and lower State spending. Currently the State operates myriad independent call centers and has hundreds of dedicated lines and staff devoted to this function. Initially, savings will be realized by reducing the number of toll-free lines and renegotiating contracts. By establishing a central management structure and knowledge repository, the ultimate goal of enhancing staff productivity and decreasing redundancy will be achieved over time. These efforts are projected to generate net savings of $3.4 million in SFY 2010-11."

2-1-1 recommended a review of state call centers two years ago to assess the potential for non personnel savings in telecommunications, database development and maintenance, and marketing costs. These results appear to confirm that direction.

Noting that the state has already invested $13 million in a "central management structure" and "knowledge repositories" through 2-1-1, we hope that the Governor's plan reflects an intention to invest some of those savings to continue the 2-1-1 system of services and over time, to extend services to 100% of the state.

2-1-1 is an easily remembered number that helps people find health and human services information. First authorized by the Federal Communications Commission (FCC) in1999, the number was assigned by the NYS Public Service Commission to 2-1-1 New York in January of 2002.

For efficiency and effectiveness, 2-1-1 call centers and smaller partner sites serve 5 multi county regions including: Finger Lakes, Northeastern (Capital) Region, Hudson Valley (which also serves Northern New York and Long Island), New York City, Susquehanna River Region and Western New York.

In New York City, 2-1-1 is provided at the city's 311 call center.

2-1-1 New York is a collaboration among United Ways and members of NYSAIRS, the NYS Alliance of Information and Referral Systems.

Attachments:

2-1-1 Referrals by Service Request, Jan-Nov 2009

Call center director contact information

Map of 2-1-1 services in NYS