HomeMy WebLinkAbout1/19/2005 - STAFF REPORTS (12) DATE: January 19, 2005
TO: City Council
FROM: Assistant City Manager- Administrations
SUBJECT: Request for Funding Support -- 211 Riverside Program
RECOMMENDATION:
It is recommended that the City Council consider whether to provide financial support to
the Volunteer Center of Riverside County for a toll-free informational and referral service
known as 211 Riverside.
SUMMARY:
Volunteer Center of Riverside County has been designated as the county's 211
Provider by the California Public Utilities Commission and is seeking financial
assistance from cities to implement a countywide information and referral service known
as 211 Riverside. The proposed 211 service will simplify access to health and human
services by creating a direct route between individuals and families seeking services or
volunteer opportunities and the appropriate community-based organizations and
government agencies.
BACKGROUND:
The Federal Communications Commission (FCC) has designated 211 as the national
three digit phone number to be used exclusively for giving non-emergency information
and referral (I&R) to people wanting to know where to go for health, mental health,
housing and social services. Under the 211 concept, trained 211 operators answer
constituent calls and make referrals to appropriate government or nonprofit services.
The service will be free and multilingual; it is expected that it will be provided 24 hours a
day, seven days a week. In addition, 211 will be a vehicle for people to give help as
well, particularly in post-disaster situations.
The 211 project stems from a nationwide effort toward providing a single-source
information and referral service for community and public services. Its intent is to reduce
confusion in connecting people with essential community and public services.
DISCUSSION:
The United Way of America and the Alliance of Information and Referral Systems
(AIRS) have formed a national 211 partnership to promote the implementation of 211
service throughout the country. In May 1998, they filed a petition with the FCC to
designate 211 as the universal access number for community services information. As
of December 2004, 33% of the United States population had access to 211 service.
While services that are offered through 211 vary from region to region, 211 provides
callers with information about and referrals to human services for every day needs and
in times of crisis. For example, 211 can offer access to the following types of services:
• Basic Human Needs Resource: food banks, clothing closets, shelters, rent
assistance, utility assistance.
• Physical and Mental Health Resources: health insurance programs, Medicaid
and Medicare, maternal health, Children's Health Insurance Program, medical
information lines, crisis intervention services, support groups, counseling, drug
and alcohol intervention and rehabilitation.
• Employment Supports: financial assistance, job training, transportation
assistance, education programs.
• Support for Older Americans and Persons with Disabilities: adult day care,
congregate meals, Meals on Wheels, respite care, home health care,
transportation, homemaker services.
• Support for Children, Youth and Families: childcare, after school programs,
Head Start, family resource centers, summer camps and recreation programs,
mentoring, tutoring, protective services.
• Volunteer Opportunities and Donations
Besides increasing the effectiveness of the entire health and human services system in
a particular region, advocates for 211 service cite several other benefits including:
• Rapid access to existing services by eliminating confusion and frustrating
searches;
• Ease of recall and dial over 10-digit numbers;
• Fewer calls to the "wrong" service — efficiencies in the network of health and
human services;
• Improves public safety by reducing the number of non-emergency calls to 911
call centers.
As a crisis communications tool, 211 service can be extremely beneficial to local
government. For example:
• 211 is a critical information system, which is necessary prior to, during and after
a community crisis such as an attack, 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 respond to the crisis at a moment's notice.
• 211 responds immediately during times of crisis, to field calls regarding the crisis
and to direct callers to services most appropriate for their needs.
• Once 211 is implemented, it maintains a permanent presence in the community.
As a result, people can find the help they need whether their needs arise a week
or several years after the crisis event.
Several studies have found that implementation of a 211 system will result in significant
cost savings through a reduction in 800 numbers used for nonprofits and government
agencies. For example, a study done at the University of Texas Austin estimated that
the benefit of a 211 statewide network to society would be between $83.7 to $90.2
million over a 10 year period. For your information, a fact sheet prepared by the
California Alliance of Information and Referral Systems on the benefits of 211 service is
attached.
The Volunteer Center of Riverside County, which has been designated by the California
Public Utilities Commission to serve as the designated 211 service provider in Riverside
County, is seeking financial support from all cities to implement a countywide 211
service. A copy of their request is attached.
The Volunteer Center has estimated that the initial cost of implementation of the 211
service throughout the County will be approximately $624,000 per year. This amounts
to $0.13 per resident. Based on our population, the City's estimated cost is $5,564.91
per year. By comparison, it is projected that a fully realized national 211 system will cost
at least $1.00 to $1.50 per capita annually.
Staff has learned that the cities of Cathedral City, Coachella, Desert Hot Springs, Indian
Wells, Indio, La Quinta, Palm Desert and Rancho Mirage have approved funding for this
service. In addition, the Agua Caliente Band of Cahuilla Indians has agreed to provide
funding. The Volunteer Center of Riverside County plans to use the cities' contributions
to leverage funds from Riverside County and local United Way chapters.
Although this was not a budgeted expense within the current fiscal year, funding is
available in the Unallocated Council Priorities fund. Additionally, if the City Council is
interested in financially supporting this service, staff recommends that future funding be
obtained through the City's Community Development Block Grant (CDBG) program.
If the City Council wishes to support this request a Minute Order is attached.
Z/
T y L. Butzlaf i nt City Manager- Administration
APPROVE r
City Manager
Attachments:
1. Fact Sheet on 211 Service
2. Correspondence from Volunteer Center of Riverside County dated December 23, 2004
3. Minute Order
Help Starts Here
California Alliance of Information and Referral Systems
2-1-1 is an easy to remember telephone number that connects people with
important community services and volunteer opportunities.
Benefits of 2-1-1:
2-1-1 simplifies access to services increasing the effectiveness of the entire health and hrunan services
system.
• Implementing 2-1-1 saves money:
1. A study done at the University of Texas Austin estimated that the benefit of a 2-1-1 statewide
network to society would be between$83.7 million to $90.2 million over a ten year period
(http://www.211.org/oi-iline/docs/LBJstuLly.pd ).
2. A study in New Mexico estimates saving$19 million over 5 years including a reduction in 800
numbers used for nonprofits and state organizations.
(http://www,�oy.state.mu.us/
3. The University of Nebraska's Public Policy Center estimates that a hilly realized 2-1-1 system in
Nebraska will bring$7.4 million in benefits to the state of Nebraska with a population of 1.7 million
(www.21I.org/online2/docs/211 reportbody.udf.)
4. 2-1-1 can provide system wide cost savings through a reduction in 800 numbers used for nonprofits
and state organizations.
2-1-1 plays a key tole in public safety:
1. 2-1-1 relieves 911 call volume, allowing for faster response to real emergencies and significant cost
savings.
2. 2-1-1 plays a major role in disaster response. It is was proven effective after the 9/11 terrorist
attacks where, in Connecticut, which had 2-1-1, 95 percent of all calls for mental health counseling,
volunteering, and other services went to 2-1-1. New York did not have 2-1-1 and 400 new
information lines were created resulting in confusion and waste of precious resources. Now, in the
wake of Hurricane Charley,thousands of Floridian's are turning to 2-1-1 for help in their time of
need(www.211 or ).
3. 2-1-1 is included in the Federal Bioterrorism Act as part of the needed infrastructure for disaster
preparedness and is included in state disaster plans.
Where does 2-1-1 exist?
2-1-1 is currently available to over 94 million people across the United States in 26 states, 33% of the U.S.
population(www.21 Lorg) The California Alliance of Information and Referral Services (CAIRS) and United
Ways of California are working together to bring 2-1-1 to California.
The CPUC has authorized information and referral (I&R) service providers in 8 counties to utilize the 2-1-1
dialing code: Alameda, Contra Costa, Los Angeles, Orange, Riverside, San Diego, San Francisco, and Ventura.
Other local I&R providers are preparing applications for CPUC designation. CAIRS projects that 2-1-1 will be
available to 61%of Californians by the end of 2005. (www.cairs.org)
2-1-1 Legislation
Federal Legislation, the Calling for 2-1-1 Act of 2003 (S. 1630 and FIR3111), would direct$200 million for
implementation and on-going support of 2-1-1 implementation across the nation(mm .211.org).
AB 2283 will designate a lead entity for 2-1-1 in California which will strengthen the 2-1-1 system throughout
the State and provide a mechanism for allocation of Federal funds (www.cai s.org).
Volunteer Center of Riverside County
Zo k1w Peafle ow /Geed AlitI Those lt/�o Gmro �fee�
2060 University Avenue Ste,212
PO Box 5376
Riverside, 92517-5376 December 23, 2004
951I686.44024402
9511686-7417 Fax Mr. David H. Ready, City Manager
s
www.informriverside.org CITY OF PALM SPRINGS3200 E Tahquitz Canyon Way
Palm Springs, CA 92262
Dear Mr. Ready:
Every hour of every day, someone in Riverside County needs to find
essential community services--everything from finding a flu shot clinic
to securing care for a child or an aging parent. The search for this kind
Board of Directors of help often involves navigating a maze. Where can the search
Jacqueline Carey-Wilson begin?
Esq.
President It starts with a toll free number at 211 Riverside, a program of Volunteer Center of
Michael J.Blakely Riverside County (VCRC). As was introduced at the August 2, 2004 Coachella Valley
Vice-President Association of Governments Executive Committee meeting soon you'll be able to
Gary Orso simply dial 2-1-1 for help.
Secretary
Dial 411 and you will still access directory assistance, 911 will continue to give you
Nora Teasley emergency response services. With the help of local financial support,
CPA,MBA,MST p 211 Will
Treasurer connect you with a trained specialist who has access to a comprehensive database of
the human and medical services in Riverside County. The 211 dialing code,
spearheaded by United Way of America and Alliance for Information and Referral
Members Systems, is operational in half of the states of the union. Riverside County will join
Michael G.Andrews Los Angeles, Orange, San Diego and Ventura in a collaborative launching of 211 on
July 1, 2005, when an information and referral specialist will answer calls 24 hours a
Lisa A.Carp day, seven days a week.
Tracey L.Fernandez,CPA
What will 211 do for cities?
William D.Gardner c 2-1-1 simplifies and creates the most direct route between individuals and families
Patty Gus seeking services or volunteer opportunities and the appropriate community-based
Honorable Stephen G.Larson organizations and government agencies.
• 2-1-1 saves taxpayers money by promoting preventive habits and early
Mac McQuem intervention in health and mental health issues.
Ann Macias • 2-1-1 positively impacts local governmental and service organizations by directing
Christine Simonsen away inappropriate calls that inevitably cost staff time and energy to handle.
• 2-1-1 improves the financial health of local businesses by reducing absenteeism
Chief Tom Tisdale that results from problems such as domestic violence, substance abuse, childcare
Lynda W.Warren,Ph.D. or healthcare Issues.
• It is a cost-effective answer to help people navigate the complex and over-
growing maze of human services' agencies and programs.
Mary E.Salvador . By collecting call information, 2-1-1 helps identifyservice a s and res and to
Chief Executive Officer emerging local needs. p g p p
Volunteer Center of Riverside County was designated as this county's '211 Provider'
by the California Public Utilities Commission on August 19, 2004. This designation
HELPline Crisis/Suicide Intervention Inform Riverside County TAP Transportation Access Program
Senior Ombudsman Services Volunteer Connection•Alternative Sentencing Program
,m"�`W.y Shared Housing-Resident Opportunity&Self-Sufficiency
was awarded because of the experience and reputation that VCRC has meeting the
county's information and referral needs. Where it is used widely the introduction of
211 has had a major impact on communities and service providers. By connecting
those in need with the resources to enhance their lives, 211 creates more productive,
self-reliant lives, promoting greater dignity and less burden on taxpayers.
211 will be publicized extensively as the number to call for help. The public, including
the disenfranchised and the disconnected will now have a simple connection with
social services through 211. People who have not known where to call for help
before will be linked to community resources. The easy access is particularly helpful
to seniors, disabled and homeless clients.
Law enforcement and public safety programs, such as 911 call centers, as well as
government offices, in other parts of the country state that they experienced a
decrease in inappropriate calls because the public has an easy reference in 211 for
searching for services, this is resulting in a significant cost saving in taxpayer dollarS2.
Volunteer Center of Riverside County is asking all cities for their financial support of
211 by contributing annually at the rate of 13 cents per resident. For the City of Palm
Springs this amounts to $5,564.91'. Volunteer Center respectfully requests that your
City Council authorize this commitment to 211 Riverside. Once approved, we will
send a Memorandum of Understanding detailing the service agreement for your
signature and an invoice. The cities' contributions will leverage funds from Riverside
County and local United Ways. First Five Riverside has been a major supporter in
the development of 211 Riverside Requests have also been made to private
foundations and individual and corporate donors.
Sincerely, CC
Mary E. Salvador
Chief Executive Officer
Cc: Aurora Kerr, CVAG
Survey of Existing I&R Services and a Nebraska 211 System Cost/Benefit Analysis, University of
Nebraska Public Policy Center_Spring 2000.
MINUTE ORDER NO.
APPROVING A REQUEST FROM THE VOLUNTEER CENTER
OF RIVERSIDE COUNTY TO PROVIDE FUNDING IN AN
AMOUNT NOT-TO-EXCEED $5,564.91 FOR A COUNTYWIDE
211 SERVICE
---------------
I HEREBY CERTIFY that this Minute Order, approving a request from the Volunteer Center of
Riverside County to provide funding for a countywide 211 Service was adopted by the City
Council of the City of Palm Springs, California, in a meeting thereof held on the 19th day of
January, 2005.
James Thompson
City Clerk