[211 EASTERN ONTARIO: KFLA ] - County of Lennox and Addington
Transcription
[211 EASTERN ONTARIO: KFLA ] - County of Lennox and Addington
u 2011 Community Information Centre of Ottawa [211 EASTERN ONTARIO: KFLA ] Produced in January 2011 by the Community Information Centre of Ottawa, this report highlights the usage of the 211 service in the KFLA region during the first 6 months of service. UNTANGLE LIFE’S CHALLENGES – DIAL 211 211 EASTERN ONTARIO BACKGROUND 211 is an easy-to-remember, three-digit, non-emergency telephone number that connects callers to a full range of community, social, government and health service information in Eastern Ontario. Bilingual and certified information and referral specialists answer 211 calls 7 days per week. 211 is free, confidential and multilingual HISTORY OF 211 IN EASTERN ON (150 languages). The information is also available online 1997: The first 211 service opened in Atlanta, Georgia at www.211ontario.ca. 2001: The Canadian Radio-Television and Telecommunications Commission (CRTC) awarded a license for reserved use of the 211 number to a consortium lead by United Way Canada 2002: The first Canadian 211 service is launched in Toronto 2005: A comprehensive business and technical plan was developed to support 211 in Ottawa 2006: United Way organizations across Ontario banded together to collectively call upon the government of Ontario to “make 211 accessible to all residents of Ontario” 2008: 211 is officially launched in Ottawa on September 19th 2010: 211 is officially launched in the KFL&A area on June 25th, 2010 UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 211 EASTERN ON: KFL&A Call Volume 1800 1600 1400 1200 1000 Call Volume 800 600 400 211 is free, confidential and available 7 days a week in more than 150 languages 200 0 Mar Apr May Jun Jul Aug Sept Oct Nov Dec The above chart illustrates the call volume patterns for the KFL&A region from the soft launch period in early 2010 and following the official launch of 211 in KFL&A on June 25th, 2010. Since the launch of 211 in the KFL&A region, we have received 5,632 calls. UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHAL CHALLENGES – DIAL 211 CALLER NEEDS KFL&A Caller Needs Special Arts, Culture & Volunteerism & calls Transportation, 5.00% Donations, Recreation, H1N1, 2.80% fires, etc., 2.50% Mental Health & 0.30% Other Provincial Addictions, Government, 5.90% 4.00% Other Municipal Government, 3.70% Citizenship & Immigration, 1.20% Community Services, 8.00% Consumer & Commercial, 5.00% Education, 1.50% Employment, 0.90% Other Federal Government, 6.10% Food & Meals, 2.40% Health, 9.40% Income & Financial Assistance, 18.00% Legal & Public Safety, 5.00% Housing, 2.40% Information Services, 6.70% Individual & Family Services, 9.20% The above chart illustrates the reasons for call for the KFL&A area during the first 6 months following the official launch of 211 on June 25th, 2010. UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHAL CHALLENGES – DIAL 211 CALLER NEEDS The top 5 reasons for call for the KFL&A region during the first six months of the 211 service are: Income & Financial Assistance Health Individual & Family Services Community Services Information Services The charts below illustrate a breakdown of these categories to provide a snapshot of what type of needs were expressed during these calls. Transportation, 2.00% Income & Financial Assistance Dental expenses, 5.00% ODSP, 4.60% Employment Insurance, 1.00% Education, 0.70% Medical expenses, 10.50% Ontario Works, 9.20% Housing/Rent Arrears, 5.00% General, 10.00% Hydro/Utility Assistance, 52.00% The chart above breaks down the reason for call category Income & Financial Assistance with the most often requested category being Hydro/Utility Assistance, Assistance or access to programs providing financial assistance for those who are unable to pay their hydro orr utility bills, in particular during the winter months or when facing disconnection. UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHAL CHALLENGES – DIAL 211 The chart below breaks down the reason for call category Health with the most often requested category being Medical Clinics such as walk in clinics or x-ray x and specialty clinics followed by requests for Health Information,, or access to information on specific medical conditions onditions as well as access to health information through resources such as Telehealth Ontario where callers can have an assessment of their symptoms done over the phone. Long term care/Home Health Care, 6.00% Dental Care, 9.60% Medical transportation, 1.00% Hospital, 3.60% Health OHIP, 6.00% Public Health, 4.80% Rehabilitation, 1.00% Medical Clinic, 27.00% Health Information, 19.00% Looking for a Doctor, 10.00% Medication or Medical Supplies, 12.00% UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 The chart below breaks down the reason for call category Individual & Family Services with the most often requested category being Support Groups/Information Lines such as child care information lines followed by requests for Child Care,, including subsidized child care for eligible low income family. Individual & Family Services Clothing & Household Goods, 9.00% Accompaniment Services, 4.50% Caregiver Services, Crisis (women and children), 4.50% Community/Family 4.50% Services, 9.00% Home repairs/maintenance, 4.50% Home help, 9.00% Support Groups/Information Lines, 41.00% Child care, 14.00% UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHAL CHALLENGES – DIAL 211 The chart below breaks down the reason for call category Community Services with the most often requested category being information on Community Organizations and Agencies such as contact information and hours followed by requests for Community Support Services,, including seasonal programs in the community. Community Services Animal Care, 3.00% General, 23.50% Community Support Services, 31% Community Housing, 3.00% Community Agency/Organization 38% Service clubs, 1.50% UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHAL CHALLENGES – DIAL 211 The chart below breaks down the reason for call category Information Services with the most often requested category being information on the launch of the 211 Information & Referral service in the KFL&A area followed by requests for Information Lines, Lines including specialized information and referral lines. Information Services Library services/Information Services, 3.50% Other Community Information Centres, 18.00% CICO/211 Information, 50.00% Information Lines, 28.50% UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 LOCATION OF CALLER The charts below show the breakdown of calls for, Frontenac County and Lennox & Addington County as well as a breakdown of call volumes for the city of Kingston, Frontenac County and Lennox & Addington County. Frontenac County 25.00% 21.00% 20.00% 17% 15.00% 10.30% 10.00% 5.00% 14.00% 10.30% 6.90% 3.40% 3.40% 6.90% 3.40% 3.40% 0.00% Frontenac County Lennox & Addington County 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% 62% 16% 2.00% 3.20% 3.20% 3.20% 3.20% 3.20% 2.00% 2.00% Lennox & Addington County UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 LOCATION OF CALLER KFL&A 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% 84.00% 11.00% 5.00% Kingston Frontenac County Lennox & Addington County KFL&A UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES CHAL – DIAL 211 CALLER DEMOGRAPHICS The charts below illustrate part of the caller profile for the KFL&A region, specifically the gender and approximate age of callers. Gender 25.3% Male 75.6% Female Approximate Age 13 - 21 22 - 35 36 -54 55 and older 2% 13% 20% 66% UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 CALLER DEMOGRAPHICS The charts below illustrate the language spoken by the caller along with whether or not the caller was identified as a newcomer to Canada. Language English French 1% 99% Is the client a newcomer to Canada? Yes No Unknown 1% 7% 92% UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHAL CHALLENGES – DIAL 211 CALLER DEMOGRAPHICS The charts below illustrate which percentage of calls were for information only and which calls required information and referral along with the percentage of calls which presented a situation of endangerment and calls which required advocacy, when an I&R counsellor would perform advocacy ocacy on behalf of a client. Information vs. Information and Referral Information only 51% Information and Referral 49% Advocacy and Endangerment Advocacy and Endangerment Advocacy, 2.00% Endangerment, 1.00% 0 0.5 1 1.5 2 2.5 Advocacy and Endangerment numbers are calculated as a percentage of total call volume. The chart above shows that 1.3% of all calls from the KFL&A area required advocacy while 0.1% of calls involved endangerment. UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNMET NEEDS There were 3 unmet needs tracked during the first six months of 211 service for KFL&A which related to: Walk-in medical clinic being unavailable in the client’s area Lack of free or low-cost snow removal services Medical transportation out of province being unavailable An “unmet need” occurs when a client’s needs cannot be met for any of the following reasons: The client is unable to pay for services and no subsidies are available The hours of the service are such that the client cannot access it (e.g. food bank) The client must travel to obtain the service and has no means of transportation The service is not available in the client’s language The service does not exist There is a lengthy or closed waiting list The client does not meet the eligibility criteria outlined by the service or organization UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 OUTREACH & MEDIA INFORMATION In the first six months of 211 service, information and brochures on the 211 service were distributed to more than 64 organizations throughout the KFL&A area including but not limited to: Canadian Forces Bases, Correctional Service Canada, service clubs, municipal government offices, long term care facilities, school boards and educational institutions, medical facilities and hospitals, Ontario Provincial Police, public libraries, government officials, child care programs and various non-for-profit organizations within the region. PRESENTATIONS Presentations were given during the first six months of service in the KFL&A area to organizations including the Kingston branch of the Ontario Disability Support Program as well as the Police Board MEDIA The launch of 211 in the KFL&A area received extensive coverage in news publications including the Kingston Whig-Standard, the Frontenac News, the Napanee Beaver, the Napanee Guide and Snap Kingston, among others. The launch of 211 and an explanation of how 211 functions was also highlighted on the website of United Way serving Kingston, Frontenac, Lennox & Addington, and on the Lennox & Addington County website. The Kingston-Whig Standard are also running 211 advertisements throughout the year and additional advertisements appear on City of Kingston buses. SOCIAL MEDIA The 211 service is promoted through the social media site twitter by both United Way KFLA (@unitedwaykfla) and 211 Eastern Region (@211EasternON) along with promotion through facebook via a group for 211 Eastern Ontario and through the United Way KFLA facebook page, both of which provide regular updates on the uses of 211 for residents along with any special notifications or information occurring throughout the year. UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 SUCCESS STORIES Below are some success stories from our first six months of service. A caller was very concerned about her grown son’s addictive behavior. He has been isolating himself for quite some time and is refusing to engage with his family and others concerning his detrimental behavior. He is also living with a developmental disability for which he has not been receiving support as an adult. In order to offer him the support that he needs, I was able to refer the caller to two organizations; one of which deals specifically with addiction treatment, and the other that can address her son’s particular developmental disability. The caller was not aware that these services were available within the community and was relieved to have found some concrete leads. I received a call from a client who was looking through the telephone directories, searching for an organization that accepts donated household goods and furniture and offers a pick-up service. When I spoke to her, she informed me that she didn’t know who to turn to anymore and felt discouraged. She had been searching through the phone book for a long time and when she found our number, she said she decided to call us hoping we could help her to find a place where she could donate these items which belonged to her mother who has recently passed away. She is told me that she has been having a hard time navigating the human service system. She also told me that she had a bad experience where she donated items and had them sent to the organization using a delivery truck company and some of those items were taken instead of being delivered to the charitable organization. Luckily, I was able to help her by referring her to a few non-profit organizations and thrift shops that offer pick-up services for furniture. One of them was only a few blocks away from her home. She informed me how relieved she was to know that our service exists and thanked me for taking the time to listen, to validate her feelings and to refer her to services in her community. UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 INITIATIVES & PROJECTS 2011 AIRS ACCREDIATION In the past year we have begun the accreditation process with the Alliance of Information and Referral System (AIRS), a professional membership organization comprised of more than 1,200 information and referral organization. Our organizational materials were approved in January 2011 and we are now preparing for the next stage of accreditation which is an on-site visit in 2011. KFL&A OUTREACH & RELATIONSHIP BUILDING For 2011, 211 Eastern Region and United Way KFLA will be promoting 211 throughout the KFL&A area and focusing on building relationships with community organizations, all levels of government and others within the human service system. This will ensure that 211 is being accessed by those in our community who need it the most, whether they are employed within the social services field or whether they are residents seeking assistance to meet individual needs or the needs of their families. EASTERN ONTARIO EXPANSIONS Expansions of 211 into Eastern Ontario continue into 2011 with launches taking place in Renfrew County (January 2011), along with Lanark County, Leeds & Grenville, PrescottRussell, Hastings & Prince Edward Counties and Stormont, Dundas & Glengarry. UNTANGLE LIFE’S CHALLENGES – DIAL 211 UNTANGLE LIFE’S CHALLENGES – DIAL 211 A SPECIAL THANKS…. A special thanks to all our funders, community partners and supporters for their work in helping the 211 service succeed! 211 EASTERN REGION IS BROUGHT TO YOU IN PARTNERSHIP WITH THIS REPORT WAS PRODUCED BY THE COMMUNITY INFORMATION CENTRE OF OTTAWA, SERVICE PROVIDER OF 211 EASTERN REGION. FOR MORE INFORMATION CONTACT: Julia English 211 Service Coordinator Community Information Centre of Ottawa [email protected] or 613-683-5400 ex 5508 OR Marie-Andrée Carrière Executive Director Community Information Centre of Ottawa [email protected] or 613-683-5400 ex 5503 UNTANGLE LIFE’S CHALLENGES – DIAL 211 CICO BOARD OF DIRECTORS David Holmes Christine O'Connor Sandra Guenther Nadia Effendi Linda Bordeleau Jeanne-Hélène Tardivel Peter Holt President Vice-President Treasurer Secretary Director Director Past-President CICO MANAGEMENT TEAM Marie-Andrée Carriere, CIRS Executive Director Michel Fournier Database Coordinator Julia English, CIRS 211 Service Coordinator Christine Sharp 211 Development Project Officer Mélanie Beaudry 211 Eastern Ontario Data Preparedness Coordinator CICO SERVICE DELIVERY TEAM Mélina Ladouceur, CIRS Paul Charles Arlynn Belizaire, CIRS Roxanne Brunet, CIRS Philippe Martel Natalie Cléroux Olivia Honoré Marie-Josee Chabot Pascal René Angela Martincich Jean Guillaume Amanda Jones Jennifer Lindsey, CRS, CIRS Senior Information and Referral Specialist Information and Referral Counsellor Information and Referral Specialist Information and Referral Specialist Information and Referral Counsellor Information and Referral Counsellor Information and Referral Counsellor Information and Referral Counsellor Information and Referral Counsellor Information and Referral Counsellor Information and Referral Counsellor Data Clerk 211 Eastern ON Database Maintenance UNTANGLE LIFE’S CHALLENGES – DIAL 211