[211 EASTERN ONTARIO: KFLA ] - County of Lennox and Addington

Transcription

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
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 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.
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.
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%
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%
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%
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%
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%
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
KFL&A
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%
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%
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.
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
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.
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.
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.
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
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
Data Clerk
211 Eastern ON Database Maintenance

[211 EASTERN ONTARIO: KFLA ] - County of Lennox and Addington

Transcription

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