Mike Myette, Executive Director, 211 Nova Scotia 211 Because a - - PowerPoint PPT Presentation

“When you Don’t Know Where to Turn”

Mike Myette, Executive Director, 211 Nova Scotia

Because a program or service can only be helpful if the population that needs it can find it…

211

Helping you find the right Community and Social Services

WHO AMONG US HASN’T AT

SOME TIME, EXPERIENCED THE FOLLOWING SCENARIO?

Helping you find the right Community and Social Services

My child is

• n drugs

Mom needs Home care I need to find childcare I want to volunteer I don’t know, please hold. We only do senior daycare We don’t serve your area I can’t pay my rent We don’t need volunteers I don’t know about those resources We only know about domestic violence programs I’ll try to transfer you to an agency who can help We can’t help with that

HERE IS THE NEW NOVA SCOTIA REALITY…

Helping you find the right Community and Social Services

211

I can’t pay my rent My child is

• n drugs

Mom needs homecare I need to find childcare I want to volunteer Home Care Information Child Care Resource And Referral Rental Assistance Program

Volunteer Matching

GoodNS.ca

(Hosted by 211)

Drug Rehabilitation Center 211, how may I help you? Yes, I can connect you with someone who can help…

Using alternate methods, it can take up to 7 phone calls to find the social or community service you need. Problem: overwhelmed by frustration and confusion, people stop trying and needs go unmet. The result: today’s simpler need develops into tomorrow’s more serious problem, for which solutions can be difficult, if not impossible, to find.

WHY 211?

Helping you find the right Community and Social Services

THE 211 DATABASE

• Over 7,500 programs & Services
• Updated regularly
• Searchable on line @ www.ns.211.ca
• Fully mobile responsive website
• Users are invited to suggest new services
• All services are geo-located using google maps
• New Icon-based navigation

Locally governed non-profit - people who recognize and understand the social challenges in your community. Thoughtful and compassionate inquiry – looking beyond the symptoms of today to treat yesterday’s chronic problem. “Finger on the pulse” - keeping constant track of over 7,000 services & connecting people with the help they need. Access when and how it’s wanted – call, email or self service Standards of excellence – sometimes you can only do what you can do… but you can always do it well.

WHY 211 WORKS

Helping you find the right Community and Social Services

WHAT TYPE OF INFORMATION CAN YOU FIND THROUGH 211 ?

• Promoting self-sufficiency
• Sustaining independence
• Strengthening family relationships
• Supporting personal & social development
• Ensuring the well-being of families, groups

and communities

ACTIVITIES

Helping you find the right Community and Social Services

• food, shelter, clothing and

transportation

• Financial assistance
• Consumer support
• Health and mental health

care including substance abuse services

INFORMATION

PROGRAMS

• Helping people to care for dependents.
• Ensuring protection for the vulnerable.
• Supporting older adults and people with

disabilities.

• Offering social and leisure time activities.
• Enriching the community
• Encouraging full participation in

community life.

211 IS FOR NAVIGATING THE TWISTS AND

TURNS OF LIFE THAT AFFECT US ALL…

“I need to get a SIN card.”

“Mom just can’t make it

• n her own any

more…but where do we start?” “Dealing with a new baby on my own is so much harder than I thought it would be – can someone help me?” “I can get a better job… if

• nly I could

find affordable daycare” “someone I really care about has an addiction – what are their options?” “I just moved here and need to find a job.” “I’m being bullied at

• school. What do I

do?” “How do I find a family doctor?” “I think my child has speech problems.” “I’m being evicted and I have no where to go.” “ I’m elderly and can’t drive. Is there help to get me to my doctor?” “I have a disability. Where can I find services in my community?”

Helping you find the right Community and Social Services

211 BENEFITS

• Individuals – one stop shopping 24/7/365
• Service Agencies – help those they can and refer the

rest to 211

• Caring professionals – able to treat problems not just

the symptoms

• Government Employees – no more “silos” means

enhanced customer service & > efficiency

• Elected Officials and Staff – still able to help everyone

but can focus effort on those who really need it

• Human and social services are delivered by the non profit

sector and by governments at all levels but jurisdictional boundaries are not always clear to constituents

• Despite efforts to stay informed, councillors are often

besieged with requests for information on programs and services that are not part of the municipal mandate

• With 211 the informational needs of constituents are

easier to meet – councillors or staff can obtain the information from 211 and relay it to the constituent or, they can refer the constituent to 211

211 SUPPORTS ELECTED OFFICIALS

Helping you find the right Community and Social Services

INQUIRIES WE’VE SEEN FROM ELECTED OFFICIALS

• Rebates and benefits (i.e. property tax rebates)
• Grants for senior home repair
• Consumer concerns
• Home care and respite
• Credit counselling
• Information on government programs (i.e. HARP)
• Tax information for low income
• Hearing aids for seniors

• Police officers typically spend 80% of their time helping

residents navigate social services – 211 reduces this effort substantially, leading to more cost-efficient policing

• With 211 helping people navigate, municipal staff spend

more time serving the needs of residents and less time “redirecting traffic”

• 911 has become the go to for people who don’t know who

else to turn to. 911 operators typically deal with high levels

• f non urgent matters , many of which are now managed

by 211, freeing up 911 resources to respond to emergencies

211 SAVES TIME, MONEY, EFFORT

Helping you find the right Community and Social Services

• In an emergency the public need for information increases

dramatically, mostly due to the potential for social impacts

• 211 is already becoming the recognized source of

information about social and community impacts in NS communities

• We leverage 211’s potential as a communications conduit

– feeding information from the local EMO to the community (through online posts and phone calls) and updating EMO on what we are hearing from the community in terms of needs and other developments

211 SUPPORTS LOCAL EMERGENCY MANAGEMENT EFFORTS

Helping you find the right Community and Social Services

211 AS AN INFORMATION CONDUIT

public Emergency Responders & Other Agencies

Municipal or Provincial Emergency Management Coordination

20

Information Flow

Helping you find the right Community and Social Services

In just over 30 months - 150,000 “reaches” comprised of 100,000 web visits & 50,000 calls from which 65,000 needs were identified This resulted in over 53,000referrals to 6,500 unique resources

RESULTS TO DATE

WHO IS USING 211?

CALLER LOCATION – 2013 VS 2014

Helping you find the right Community and Social Services

20 40 60 80 100 120 140 160 2014 2013

2014 CALLER DEMOGRAPHICS

Helping you find the right Community and Social Services

69% 30%

Female Male

68% 19% 13% 0% 0%

19-54 Adult 65+ Senior 55-64 Adult 13-18 Youth 0-12 Child

Gender Age 84% 10% 6%

Individual 3rd Party Service Provider

Type

94% 6%

First Time Caller Repeat Caller

1st time vs repeat 32%

WHY ARE THEY USING 211?

2014 SCOPE OF NEEDS

Helping you find the right Community and Social Services

22% 22% 13% 10% 10% 8% 7% 6% 1% 1%

Basic Needs Organizational/Community Individual and Family Life Income Support and Employment Health Care Mental Health and Substance Abuse Criminal Justice and Legal Services Consumer Services Environment and Public Health/Safety Education

2014 BASIC NEEDS

Helping you find the right Community and Social Services

24% 39% 6% 16% 16%

Food Housing/Shelter Material Goods Transportation Utilities

211 documents everything – we track all of the transactions, and all of the needs all of the time. Finding help for human problems is rarely easy – every day 211 encounters new situations for which solutions are not readily obvious. There’s a lot of help out there– the non-profit sector has more flexibility than you might think. Some problems don’t have answers… (today) – high quality data on unmet needs can help inform decisions on how and where to direct resources for maximum benefit

BUT WHAT IF WE CAN’T HELP? (WE ALWAYS CAN)

Helping you find the right Community and Social Services

2014 UNMET NEEDS

Helping you find the right Community and Social Services

4% of all needs were “unmet” needs 34% of unmet needs were “basic needs” Largest portion (51%) of basic unmet needs involve housing

2014 BASIC UNMET NEEDS

Helping you find the right Community and Social Services

51% 18% 16% 7% 7%

Housing Transportation Food Material Goods Utilities

REASONS FOR UNMET NEEDS

Helping you find the right Community and Social Services

35% 23% 18% 8% 6% 4% 3% 2% 1% No program available referral declined Client ineligible Other Unaffordable for client Client has used all available services waiting list No transportation

We have over 30 key performance indicators that we track regularly in order to assure that our staff are performing to the highest possible standard of customer service – Here are just 3

• f them:
• % calls answered in 3 rings or less (target is 80%)
• % of voice messages returned in same day (target is 100%)
• % of callers who get resolution in their first call (target is 95%)

KEY PERFORMANCE INDICATORS

• 97% of callers reported being "very satisfied" or "satisfied"
• 97% received “first call” resolution.
• 83% reported following up on referrals
• 60% received the help they were seeking.
• 2 reasons most frequently cited for having not received help

at the time of our follow up were:

a) caller still waiting to hear from the service provider b) circumstances had changed such that referral was no longer needed

• Controls: Strong financial controls - expenditure management

policies, quarterly financial updates and an annual audit.

2014 QUALITY ASSURANCE OUTCOMES

• Special Emphasis on Seniors: Two Senior’s lines,

previously answered at the Province’s Office of Seniors, are now answered at 211

• Crisis Prevention : 211 evolves as the recognized “distress

line” in NS, assisting people in distress, preventing the need for more specialized crisis support

• Volunteer Matching: 211 hosts a web based volunteer

matching service called “GoodNS” - connecting eager volunteers with the agencies who need them – www.goodns.ca

NEW FOR 2015…

Helping you find the right Community and Social Services

Increased Awareness: Marketing and communications-strategic

• utreach and measurement

Employee Development: High performance coaching, continuous

learning with a goal of attaining National Accreditation

Continuous Improvement: Defined strategic outcomes, quality

measurement and objective reporting

Building Value: Rigorous data analysis, identifying impacts and

demonstrating value

Service Expansion: Seeking new opportunities (i.e. program intake or

becoming the 211 “hub” for Atlantic Canada)

211’S STRATEGIC PRIORITIES

Helping you find the right Community and Social Services

QUESTIONS?

902-466-5721 info@ns.211.ca www.NS.211.ca

WHERE PEOPLE ARE HEARING ABOUT 211

Helping you find the right Community and Social Services

29% 29% 14% 10% 7% 6% 2% 1% 1%

Referral from an agency Previous Caller Other Word of mouth Advertising Repeat Service Provider Helping professional Poster Social media

• Funding Sources: 95% of operational Costs are funded by an

annual operating grant from the Province and 5% by United Ways in Nova Scotia.

• Controls: Strong financial controls - expenditure management

policies, quarterly financial updates and an annual audit.

• Value for Money: In 2014 the cost of 211 was $1.10 per

person per year. Less than the price of one cup of coffee.

HOW 211 IS FUNDED