‘211’ CENTERS COVER 32 MILLION PEOPLE IN 17 STATES, MORE PLANNED

Access to emergency police and fire services through “911” telephone number is nearly universal and other services such as deaf relay centers or travel information are available by dialing 3-digit “N11” code. As of end of Sept., there were 34 centers providing 211 referrals for certain metro areas of Ala., Fla., Ga., Ida., La., Mich., Minn. Neb., N.M., N.C., S.C., S. D., Tenn., Utah and Wis., plus 211 centers in Conn. and Hawaii that offer statewide referral services. Some 32 million persons -- 12% of U.S. population -- have 211 available to them today, and projections foresee increase to 50% of population within 3 years. There has been exponential growth in 211, with 3 centers opened in 2000, 16 in 2001 and 13 so far this year.

Where 211 is up and running, those in need of food, shelter, health care referrals or other social assistance no longer have to search out agencies and services. Those 211 services work in fashion similar to 911 in that calls are routed by local telephone company to municipal or regional calling center. Referral specialists in 211 center question callers, access databases of resources available from private and public health and human service agencies, match caller’s needs to available resources and link callers directly to agency that can help their situation. In most states, 211 centers also handle calls from civic-minded citizens who want to give something back to their communities and match those people with donation or volunteer opportunities.

Main role of state commissions in 211 has been overseeing rollouts by assigning numbers to specific groups in particular metro areas. Colo. PUC, for example, is to vote Oct. 16 on requests from Mile High United Way of Denver and First Call of Ft. Collins for assignment of 211 number to them for state’s first 211 referral centers. But state regulators may confront other issues as systems continue to spread.

Iowa Utilities Board (IUB) last week suspended portion of proposed Qwest N11 tariff that would bill 2 cents per call to agencies operating 211 referral systems, or 311 systems for nonemergency police or fire calls, or 511 systems for road and traffic information. IUB said it needed to determine whether those N11 abbreviated dialing services should be classified as basic telecom service along with 911 emergency access and 711 relay access. If other referral numbers were basic service, IUB said costs more appropriately should be recovered through surcharges on Qwest’s basic service rates rather than through charges billed to public interest agencies. IUB said services such as 911 and 711 had public interest features and might not be available on competitive basis. Qwest and its supporters must file testimony by Oct. 17, opponents by Nov. 4, with hearing in Case RPU-02-9 Nov. 22.

Hawaii opened 2nd statewide 211 system (Conn. was first) in July when all social agency help lines were merged into single 211 center run by Aloha United Way. United Way of America estimated at least 10 more states would create 211 services in one or more cities by end of 2003. In Canada, Toronto United Way and Community Information Toronto in June jointly introduced Canada’s first 211 system, with bilingual staff offering social referral assistance to English- and French-speaking people in Toronto metro area.

Establishment of 211 service generally has led to sharp upsurge in calls to social service agencies. In Conn., nation’s largest 211 operation, volume of calls for social assistance rose 33% annually after center was established, to 312,000 calls handled in 2001. After establishment in Wis. of 211 line for 4-county Milwaukee metro area in June, calls to human service agencies in summer jumped average of 40% over same June-Sept. period in 2001. Milwaukee area 211 has been handling average of 180 calls per day, with peak days exceeding 300, compared with typical daily volume of 130 calls to former 7-digit community help-line number. Some Wis. agencies said call volume this summer after 211 was implemented almost doubled from last summer.

At outset, most callers to 211 were seeking assistance with heat/utilities, housing, mental and physical health care, or finances to meet immediate short-term crisis. But 211 center managers said they had seen growing proportion of callers who sought help with complex, long-term problems such as economic advancement through education, addictions, other chronic mental or physical health problems, dysfunctional family relationships.

In times of disaster, 211 lines can provide vital referrals. For example, in days following Sept. 11 terrorist attacks last year, Atlanta’s 211 system helped thousands of travelers stranded at city’s Hartsfield Airport when nation’s airline system was shut down. System not only helped find hotel/motel space, but also matched travelers with Atlanta residents who offered spare rooms in their homes as temporary lodging. Conn. 211 system saw daily volume jump 20% in days following attacks as centers became de facto official help line for Conn. victims and their families, easing burden on 911 emergency call system.

Major problem organizers of 211 systems face is funding, especially during recession. Start-up and operational costs generally are borne by state or local governments, businesses, foundations and participating agencies; 211 is free to callers. United Way of America officials said 211 systems must raise about $1.25 per year per person in coverage area to pay costs of phone facilities, computers, quarters, staff. Budget of statewide Conn. system is about $3.8 million annually.

FirstLine of Columbus, O., which earlier this year received Ohio PUC authority for 211 system covering central Ohio, this summer was able to obtain $21,000 from city of Columbus, $66,000 from Points of Light Foundation, $50,000 from the Columbus Foundation. But last grant is conditioned on FirstLine’s securing from other sources remaining $250,000 for start-up costs, which group still is attempting to do. FirstLine hopes to get 211 system running next year.

Nev. interim legislative study committee looking at legislation for 2003 session last month voted to support introduction of bill next year to establish statewide 211 service. Panel supported 211 despite objections from some members who questioned whether state could afford $675,000 estimated start-up cost when it was facing $300 million budget shortfall in 2003.

But Nev. United Way and state Dept. of Human Resources persuaded lawmakers that 211 would play key role in state’s plans to comply with mandates of Americans with Disabilities Act and with 1999 U.S. Supreme Court ruling known as “Olmstead Decision” that requires states to reevaluate how they deliver taxpayer-funded long-term care services to their disabled population. Supporters of 211 said system could offer single point of contact for disabled persons anywhere in state to access community resources, and head off costly litigation..

N.J. Board of Public Utilities last week granted request of First Call For Help, Parsippany, to establish state’s first 211 line that eventually would cover Passaic, Morris, Hunterdon and Camden counties. Group’s first hurdle is coming up with $12,000 to start pilot system. Group has asked Morris and Passaic County govts. for funding and is seeking support of businesses and community-based organizations that would participate in system.