United Way of Westchester and Putnam

Representatives from the 7 counties in the Hudson Valley came together in 1999 to begin planning for 2-1-1 service. 2-1-1 Hudson Valley Region launched service in September 2005. Initially operating from 7:00 a.m. to 7:00 p.m., 7 days a week, service is now available 24 hours, seven days a week, 365 days a year.

Helping the community with the everyday challenges of living, we also play a unique and pivotal role in times of disasters and community emergencies. The public can be directed to simply call 2-1-1 to access emergency relief information for victims, for donors, for volunteers. We can make more efficient the dissemination of information and can take the much of the non-emergency call burden off 9-1-1s, working in appropriate coordination with 311 where those systems exist.

Service is currently available via landline phone and all cell phone companies. We are in negotiation with cable/broadband phone companies as well; Vonage has just completed programming necessary for its customers to access 2-1-1. Individuals having difficult accessing 2-1-1 due to their phone company can still reach the service by dialing 1-800-899-1479 in the interim. It is projected that up to 50,000 calls will be received in the first year of full 24/7 service. Within four years, we expect to be serving just under 10% of our jurisdictional population of 2.2 million, planning for an anticipated call volume of 200,000 calls per year.

What is 2-1-1?

2-1-1 is the abbreviated dialing code for free access to health and human services information and referral (I &R). 2-1-1 is an easy-to-remember and universally recognizable number that makes a critical connection between individuals and families seeking services or volunteer opportunities and the appropriate community-based organizations and government agencies. United Way of America has been working in partnership with the Alliance of Information and Referral Systems (AIRS) since the late 1990s to advance the nationwide rollout of 2-1-1.

Why Is 2-1-1 So Important?

Every hour of every day, hundreds of people in the Hudson Valley and thousands of people in the United States need essential human care services -- from substance abuse assistance to adequate care for a child or an aging parent. Faced with a dramatic increase in the number of agencies and help lines, people often don't know where to turn. In many cases, people end up going without these necessary and readily available services because they do not know where to start. 2-1-1 makes it possible for people to more successfully navigate the complex and ever-growing maze of human service agencies and programs. By making services easier to access, 2-1-1 helps people to get assistance when a problem first develops – rather than allowing a problem to grow.

2-1-1 provides callers with information about, and referrals to, health and human services for every day needs, and in times of crisis. For example, 2-1-1 can offer access to a range of services that address various types of needs:

Basic Human Needs: food, clothing, shelter, rent assistance, utility assistance, financial assistance.
Physical and Mental Health Challenges: health insurance programs, Medicaid and Medicare, crisis intervention services, support groups, counseling, drug and alcohol intervention and rehabilitation.
Employment Issues: job training, job placement, transportation assistance, education opportunities.
Challenges Facing Older Adults and People with Disabilities: adult day care, congregate meals, Meals on Wheels, respite care, home health care, transportation, homemaker services.
Needs of Children, Youth and Families: child care, after school programs, Head Start, family resource centers, summer camps and recreation programs, mentoring, tutoring, protective services, legal services, counseling.
Desire to Help: volunteer opportunities and ways to donate.

What Are The Unique Benefits of 2-1-1 For The Callers?

One call gives the caller access to resources across the community. 2-1-1 is efficient, fast and easy to use.
No more wasted time trying to find the right resource(s).
2-1-1 is a confidential call; most often the name of the caller is not even recorded.
24-hour/7-day-a-week availability in most regions; 2-1-1 is always there for those needing help.

How Does 2-1-1 Benefit The Community?

2-1-1 strengthens the community by connecting the people who want to help with those who need help.
There are more than one million non-profit organizations in the United States, more than 3,000 in the Hudson Valley, plus scores of government agencies. People looking for assistance often have trouble navigating a complicated web of health and human service programs. Likewise, people who want to help often do not know where to begin.
2-1-1 is a useful planning tool. Based on aggregate data about the types of calls that 2-1-1 receives, communities are in a better position to anticipate demand for services and mobilize resources to meet changing needs.
2-1-1 maintains the integrity of the 9-1-1 system, saving that vital community resource for life-threatening emergencies.

What Role Can 2-1-1 Play In A Time of Crisis?

2-1-1 is a critical information system, which is necessary prior to, during and after a community crisis such as a flood, fire, or other local or national tragedy. Prior to a community crisis, it is critical that an information system is in place that will be able to respond to the crisis at a moment's notice.
2-1-1 responds immediately during times of crisis to field calls regarding the crisis, and to direct callers to services most appropriate for their needs, again, taking the burden off frontline response agencies where people frequently call when they don’t know where else to turn.
2-1-1 maintains a permanent presence in the community. As a result, people can find the help they need, whether their needs arise a week after the crisis event or several years later. FEMA has commented very positively on the value of 2-1-1.

Is 2-1-1 Available Throughout The County?

Over 65% of the people in our country now have access to 2-1-1. The 2-1-1 Hudson Valley Region is the second and largest region in New York State to begin operation. The Finger Lakes Region began responding to calls late last year and the Western New York Region will begin operation in 2006. The Capital Region and New York City may also open in 2007.

Who Established 2-1-1 In The Hudson Valley?

The United Ways serving Dutchess, Orange, Putnam, Rockland, Sullivan, Ulster and Westchester counties began meeting in 1999 to discuss the establishment of a regional 2-1-1 call service in the Hudson Valley. A feasibility study was conducted and initial funding for the planning phase was provided by several of the United Ways. In 2002, the Dyson Foundation provided $221,000 as a challenge grant – matching every $3 raised by the regional United Way effort with $1. This provided the impetus to secure over $1 million thus far to cover capital as well as first year operating expenses.

How Is The 2-1-1 Hudson Valley Region Organized and Governed?

An executive director for the 2-1-1 Hudson Valley Region Collaborative was retained in mid-2003 and a Regional
2-1-1 Policy Board was established later that year. Each county has three representatives on the Regional Board, who are nominated by the respective United Ways.

In 2004, the 2-1-1 New York State Collaborative, within the authority vested in it by the Public Service Commission, designated the 2-1-1 Hudson Valley Region Collaborative as the operating entity for 2-1-1 in the seven county area, with United Way of Westchester and Putnam serving as fiscal agent.

Where Will The Calls to 2-1-1 In The Hudson Valley Region Be Answered?

2-1-1 Hudson Valley Region Call Center was constructed in early 2005 in the United Way building in White Plains, New York. Call Center Specialists were then hired and trained in accordance with standards set by the Alliance of Information and Referral Systems (AIRS), the national accrediting body for the field of information and referral. Approximately half speak Spanish and 2-1-1 has contracted with an interpretation service to enable the Center to respond in over 150 languages. The Call Center itself has also been certified by AIRS.

State-of-the-art technology was installed and a regional service database development plan was designed. The technology will permit calls to be answered in the order received with virtually no wait time. It also has the capacity to transfer a caller to certain government departments and human service agencies seamlessly.

Each of the United Ways involved in the Regional Collaborative took the lead in compiling a comprehensive, computerized database of health and human services in its area. National standards were followed in building each of these databases. The county databases have recently been combined into a regional database that each call specialist uses to provide information and make referrals. Detailed information about appropriate services (e.g., service location, eligibility requirements, fee structure, travel information) can be given to each caller.

What Types of Calls Are Anticipated?

Nationally, 2-1-1 call centers receive about a third of their calls from individuals who have basic human needs, such as food, clothing, shelter, utilities and financial assistance. Callers needing health, mental health and family support services are the next largest category. Those needing child care services, employment/training programs and legal services make up a third tier of callers. It is anticipated that the types of calls to be received in the Hudson Valley Region will reflect this national breakdown.

How is 2-1-1 Hudson Valley Region Being Funded?

Financial and in-kind support to sustain this regional service is coming from three major sources: the participating United Ways, County, governments and foundations/businesses/
civic organizations. When fully operational, the annual budget for the regional 2-1-1 system will be approximately $1.8 million. Funding for the initial year is largely in hand, thanks to the vision and generosity of leaders in county and state governments, businesses and the collaborating United Ways. The “Calling for 2-1-1 Act” has been introduced in Congress by U.S. Senator Hillary Rodham Clinton (NY) and Elizabeth Dole (NC) and supported by a growing number of members of Congress. A state bill that will provide additional support has just been passed.

For more information, please contact:
Rosemary Calderalo, Ph.D.
Executive Director,
2-1-1 Hudson Valley Region
336 Central Park Avenue
White Plains, NY 10606
RCalderalo@uwwp.org
Phone: 914-993-3711
Fax: 914-949-6438