HomeMy WebLinkAbout5.1 Social Service Hotline (2-1-1)
CITY CLERK
File # D~~5J-aJ[Q]
AGENDA STATEMENT
CITY COUNCIL MEETING DATE: June 13, 2006
SUBJECT:
Three-digit Social Service Hotline (1-1-1 ) Funding Request
Report Prepared bv Roger Bradley, Administrative Analvst
ATTACHMENTS: Letter of correspondence from Eden I&R (Information &.
Referral) dated April 11, 2006.
REC'OMMENDA TIONIfY' Staff rceommends approving the funding oft. hIs program and
including this funding in the Fiscal Year 2006/2007 Budget
conhngent upon full participation by Alameda County and
participation by at least 50% ofthe cltJes wIthin Alameda County
FINANCIAL STATEMENT:
Cities within Alameda County arc requested to pay an aggregated
total of $500,000 to start and fully fund thIS program. As a result,
Eden I&R is requesting tllat the City of Dublin contribute its portion
of $1 0,000, whICh is based upon population size. If approved, It IS
recommended that monies be budgeted in Social Scrviees (50400)
for Fiscal Year 2006/2007
DESCRIPTION: Eden I&R is a 501(eK3) nonprofit agency committed to serving as a
link between Alameda County fanllhes and mdlvlduals, and the full range of community resources
available to them. Eden l&R is a source of mfomJatlon on. and referral to, low-cost housing, emergency
shelter, and over 1,270 SOCIal scrvlce agenelcs for Alameda County Residents. ThIs orgalllzahon has
proposed to provide a 2-1-1 telephone service for the citizens of Alameda County
A 2-1-1 telephone number is similarto the emergency number 9-1-1 SpecIfically, the 2-1-1 scrvice has
been set aside by the Federal CommUlllcatlOns CommlSSlOn for 24 hours a day and 7 days a week access
to health and human servIces. Whereas the 9-1-1 telephone number is focused upon takmg calls to provide
emergency services, the 2-1-1 number is focused upon taking calls to provIde social serviccs. Since its
inception, 2-1-1 has been incorporated in 3H states and currently reaches up to 55% orthe national
population. Within California, this service IS hemg used by SIX countIes - Ventura, San Diego, Los
Angeles, Orange, Santa Barbara, and RIversIde. Additionally, San Francisco and Contra Costa counties
arc in the early stages of program adoptIOn.
_________________________________~~_~~~________~__..____w________________________________________.~~_________
COpy TO: Barbara Bernstein, Executive Director, Eden I&R
Page I of2
ITEM NO.
5.1
F"\l.oundl\A.gc;n(ta StaU;:ments\a:<;-211 fundlnp-.dm:
The maJ<mty of all 2-1-1 calls arc for basic life needs such as food, shelter, and financIal assistance.
Further, assistance covers such items as family support, disabihty servlccs, legal refcrrals, and counselIng.
The 2-1-1 ServIce IS also valuable during disasters. For example, citizens can call the servlCe to find out
critical intormation tllat needs to be dlstrihuted: shelter, FEMA mformation, etc. In short, the servIce Imks
citIzens to all the VariOUS social serVIce providers through its number
Most of the initial one-time costs have already been raIsed. and Eden I&R antieipatcs that annual
operating costs for the 1-1-1 service will total $1.3 million. Annual costs have been divided throughout
the County' $500,000 from County departments, $500,000 from cities within tile County, and $300,0()()
from local foundatJons and corporations. As there is currently no funding sources other tllan what conIcS
Ii-om the County, its cities, and other loeill entitIes, this funding stream will need to be renewcd in
subsequent years. Therefore, holding constant the City's current population proportion within the County,
there will be requests of $1 0,000 each year until other funding can be provided.
Importantly, Eden I&R expects that funding from the State- and Federal Govenllllent shall be a~ailablc in
the next few ycars. Lcgislation, The Calling for 211 Act (Slll, HR896), is anticipated to be passed by
Congress in three years, providing $150 millHm of 2-1-1 fundmg. This funding will be distributed to 2- 1-1
provIders throughout the natIon along WIth a matched amount from each State. Of course, tllis event may
or may not take place. As the proposed legislalIon is not expected to pass for another three years, Eden
I&R will request $10,000 in funding frum thc City each year during this time. It is important to note that
somc cities are considering funding this program for the full three years to ehmmate the need lor annual
renewal. Although this may be the case, the City may find it useful to eonsidcr renewal each year to
determme ifthe service has been valuable to its citizens.
Evcn iflegislation is enacted, this revenue IS not expected to meet all expenses encountered. Hcnee, the
City may still rceeive requests for fundmg m the future. As tillS may be the case, Eden I&R is seeking
alternative funding streams - assessment fees, hmlted phone charges, etc. -. to cover operating expenses.
Rcgardless, any future ltmding requests from ]::,den I&.R will be considered as part ofthe City Community
Group Request Program.
RECOMMENDATION:
Staff recommends approvmg the fundmg of this prul,'fam and including this funding in the fiscal Year
200612007 Budget eontmgent upon full participation by Alanleda County and partICIpatIOn hy at least
50% of the eitics within Alanleda County
Eden I&R., Inc.
"linking peIJpll! and resources
loO/a
570 B Street. Hayward, CA 94541 . (510) 537-2710 . Fax (510) 537-09H6
April 11, 1006
r ,-,- '''-0
C;-l".'j :;U~
Dear Alameda County City Managers:
The 211 presentation at the April 19th City Manager's meeting was extreJib1~ '~im~1;~s,fh" Ud-Iv!';
and 1 thank each Manager for hls/her participation and feedback. Per the consensus of the
City Managcrs in attendance, this correspondence:
. provides a bricfbaekground and updated summary of111
. describes Eden I&R's eapabihhes as a 111 provider
. outlines the ways m which 111 has proven to be cost effective and efficient.
. deseribes the count vwide fair and equitable leveraged funding plan that was
also presented at the Januarv 1006 Citv Mavor's Conference
. mdicates the CPTJC deadline for 111 implementation in December 2006
:\ 'f.
211 BACKGROUND
Since 1997, 211 has rolled out across the country and now serves over 55% of the ns.
population, in 38 states, including 6 Southcrn California counties (Ventura, San Dicgo,
Los Angeles, Orange, Santa Barbara, and RIverside). On March 29, 2006 San Francisco
launched Its 211 service, and the Contra Costa 211 servIce IS currently in "test mode"
Studies have mdlcated that up to one m ten reSIdents rely on 211 for theIr social servICe
mqumes.
Several facts about 211 include:
. National and international studies have concluded that 211
saves time for employees and clients who are seeking servl ces
greatly reduces inappropnate calls to government departments meludmg 11011-
emergency 1)11 calls
greatly increases access to preventative health and socIal servIces
reduces enme and unemploYlnent
increases volunteerism
provides a community planning tool
. The Deloitte & Touche 2005 study of 211 annual benefits in Canada concluded,
"Quantifiable henefits total $71 million annually, with $31 million accrumg to
indIVIduals (socIety), $12 million to organizations and $1 R million to taxpayers."
. The 2004 National Benefit/Cost Analysis of Three Digit-Accessed Telephone
Information and Referral Services Final Report indicated, "The benefit to
(U.S.)soeiety approaehcs $239 million in the first year. The benefit is nearly $1.4
bilhon over ten years."
. During disasters, 111 has proven to be a critical piece of the pubhe eommunieahon
system in keeping the public abreast of changing servIces (e.g., shelter sites; FEMA
information, etc.). Substantial infonnatioll exists ahout 211's role in disaster rcsponse
efforts directly after the 2005 Gulf Region hUTTlcanes, 2004 Florida hurricanes, 2003
Toronto SARS epidemIC, and the 2001 terrorist attacks.
. AddItional information about 211 can be accessed online at www.2/l.nr!l for
NatlOnalmfonnation; and www.CAIRS.oril for Statewide infonnatlOn.
5, I &/13/00
ATTACIDvIENT I
www edeUlr org . Eden Information & Referral . ed,
dcf!&
Edcnl&R 211 Phone Service
1
EDEN I&R AS THE ALAMEDA COUNTY 21 I PRO V illER
Eden T&R was the first Northern CalIfornia agency designated as a 211 provider hy the
California Public Utilitle~ Commission (CPue) in 1003 Since that tIme, Eden l&R has
been educatmg th~ commumty about its benefits, and has been successful In building a
very powerful and diverse 111 Advisory Board (see attached roster) ThIs support is
hased on the proven worth of211's impact on a community as wcll as Eden I&R's
capabilities to Implement and manage the 24/7, multilingual service.
Current facts about Eden I&R mclude:
)> The agency just eclebrated Its 30th year of successfully fulfilling its mISSIon of
"lInking people and resources."
)> The Executive DIrector is an actIve board member of the CalIfornia Alliance of
Infomull1on and Referral Services (CATRS), the I&R pruressional orgamzation that is
hclping to faeilitate the launch of 211 statewide by shanng 211 "best praehces"
)> The agency has proven its abilIty to handle hJgh call volume, multiple servIce pbone
lmes through Its provision of the following services (past and present)
Statewide translatJon for 911 Emergency calls (up to over 330,IlOO non-
English speaking <)11 calls handled per year for 14 years)
Community Housing And Infonnal1on Network (CHAIN) which lInks very
low-income callers (many of whom are homcless or near-homcless familIes),
and theIr social service advocates, to housing, health and social servIce
programs throughout Alameda County
AIDS Housmg and Information Project (AHIP) phone line whIch addresses
the housing and health and human service needs of those lIvlIlg with
HTV/ AIDS
Earned Incoll1e Tax Credit (BITC) phone line which provides informatIon
ahout availabilIty of frce tax preparation assistance for low-income familIes in
Alameda and Contra Costa counties.
YouthLmk which provIdes access to health, housing and human services to
youth \\;ards of the court, and their parents and advocates.
After-Hours Emergency Phone ServIce which handles calls for Alameda
County's Children's ProteChve Services, Fostcr Care Placement Line, PublIc
Guardian's Office, and Adult Protective Services.
111. THE COSTS
Eden I&R has detenmned, based on the mformation acquired across the eountry, that it
will take approximately $1.3 million dollars to launch and maintain 111 servIces in
Alameda County Most ofthe onc-time initIal costs associated with this new socIal utility
have been raised (e.g., new phone system installed, telephone switching systems fees of
$10,000 acquired). The pnmarv ongoing costs for this servIce is the 14 hour multilingual
staffing. These personnel costs represent over 75% of the budget.
Included m these costs are countywide. ongoing marketmg efforts to all segments of the
county's population so that all residents are aware of the breadth, and ease, of the three
digit 211 soeial utility a' ailable to them.
It is antIcipated that within three to four years The Calling for 211 Act (8111, HR8'l6)
will be passed by Congress that would provide $150 million dollars of 211 fundmg
natIonwide. Each State would then provide matching dollars and distrihL,te them
?"o+lb
Eden I&R 211 Phone Service
3
equitably to each of the 211 service agencies. In recognition that thIS longer term fundmg
may not he sufficient to fully support Alameda County's 211 service, dIscussions have
taken place with the County Administrator regarding the possibilities for ongoing local
SUPPOlt (I.e., small assessment fees; limited phone charges; etc. L
211 FUNDING RECOMMENDATIONS & TlMELINE
At the City Manager's and Mayor's Conrerenees, Eden I&R presented the rollowing falf
and equitable leveraged fi.mding plan needed to cover the $1.3 million annual budget;
. tile COllllty departments will provide $500,000,
. the county's cities will provide $500,000 (based upon population), and
. the local foundations and corporations will provIde approximately $300,OflO
The city by city per capita share allocation formula is attached. 211 can only be
implemented and maintained in Alameda County with full participation of the cities
and county departments.
Should any CIty Manager wan! to talk to one or more ofthe City Managers or County
Department Heads who have committed to 211 funding thus far, I encourage you to call.
Sheriff Charles Plummer
Social Serviec Agency Dlfeetor Chet Hewitt
ProbatIon Department DIrector Don Blevins
District Attorney Tom Orloff
San Leandro City Manager John JennaI1Is
Ney"ark City Manager John Becker
Th~ funding fur 211 needs to he committed by the bcginning of Fiscal Year 2006-2007 so
that Eden I&R can hire and train additional I&R Resource Specialists to handle the
expected 140,000 atlllual calls. The 211 phone system needs to be operational before
the end of November 2006 or Eden I&R, and the county, loses its CPUC 211
designation.
I look forward to hearing from each City Manager about any addibonal information yOlL
may need at this time by calling me directly at 510-537-2710, ext.8 or by email at
hhemstein@edemr.org. Thank you for your assistance in bringing 211 to Alameda
County
Smcercly,
/~-t:______1 ~
Barbara Bernsiein
Executive Director
AttaclUllents.
Advls\lty Board Roster
"211 IS to Social Serviees What 911 is to Emergency Services" fact sheet
Nationwide statistical data shcet
Per capita 211 city funding chart
3
Eden l&R" Inc.
linking pe()ple and resources
tj () + I ~
,'ij'1"'1", 570BStred + lIayward.CA 9454t + 510-537-2710 + FAX510-537-0'lgh
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". ""1.............
...... 2-1-1 is to Social Services 'What 9-1-1 is to Ji:mcrgency Services
2-1-1 is a new thr~c-digit telephone numbcr that will make it ~asier to accesS ~ssential in/ormation hefore,
during, and after a natural disast~r or terrorist attuck. The service will be available 24 hours a day, 7 days
a week, and in multiple languages. It will assist peoplc in finding a wide variety of vital resources such
as emergency housing, food, financial aid, and healthcarc. 2- I-I will help everyone, but it will target the
must at-risk populations induding' frail elders, people with disabilitics, caregivers, non-English sp~akers,
single parent famili~s, and verv low-incom~ families.
Benefits of 2- 1 -1 Before, During and After a Disaster:
2-1-1 simplifies access to emergency scrvices by eliminating the need for people to struggle with
hundreds of govemment and nonprotlt telephone numhers.
During Hurricane Katrina in 2005, Monruc, LA 2-1-1 receivcd 4.000-6,000 calls/day' & Texas 2-
1-1 received 18,000 callslday
During the 2004 hurricanes, Florida's 2-1-1 averaged 200 calls/hour; 5,000 calls/day
In 2003, pcople in Toronto called 2-1-1 to get quick rderr-als and infomlation about the <;ARS
epidemic, relieving the Public Hcalth Department of calls that could he referred elscwhere.
After the 9111 terrorist attacks, in COlmecticUl, which had 2-1-1, 9'i percent of all calls for mcntal
health counseling, volLLl1teering, and other services went to 2-1-1 N~w York did not have 2-1-1
and 4IJO new information lincs were created resulting in confusion and waste of rCSourees.
States like Arizona have included 2.1-1 services as a goal in Homeland Security plans sincc 2-I-l
complcmcnts emergency lincs by treeing emergency workers to handle threats to life/property
. 2-1-1 reduces 9-1-1 non-~mergenc~ call vulume and unnecessary ambulance dispatches, alluwing
[or [aster response to lifc thrcatening emergcncies, and alsu resulting in cost savings.
Ji:xamplc 2-1 -1 Cost Savings (Data supplied by "Survey of Existing 1 & R SCTvices and A Nebraska 2-1-1
System Cost/Benefit Analysis Final Reportt! h) lhc Nebraska Department uf Health and Human Services and the
United Way of the Midlands; anJ "2-t-l State hy State" by the TelecommUT,ications and Information Policy
lnstitute University of Texas )"
. $220,000 saved in reduceJ nun-emergency 9-1-1 calls (NOTE. According to the California Department of
justice, 45% of 9-1-1 calls am fur non-emergen~ies).
Ii $1.25 Milliun saved in reduced nursing care placements.
. $3.60 Million ,aved in reduced redunJant I&R calls.
A recent study completeJ by the University of Texas Ray Marshall Center for the StuJy oflluman Resources
assessed the expected cOsls and anticipated benefits ufa nationwide 2-t.t system and cuncluded that il wuuld
orovide American taxoavcrS uo to $1 I hill ion in net value.Qver the next 10 veill'j,!
Where does 1-1-1 exist and Whcn will it be implcmcnted?
2-1-1 is currently available at 187 s.itesl to over 163 milliun people, in 18 states, On 2/11/05 Ventura County was
the first California 2-1-1 site launched. tn July 2005, live addItional Southern California 2"1-1 cUllnty sites began to
serve callers, and San ['rancisco'~ 2-1-1 launched in March 2006 Leveraged financial support is nccded from 10l..:a1
private and puhlic sectors to implement this much-needed service in Alameda County Long-term financial support
is l:xpected within three years un a federal and statewide level a."I h:~gislative bills are working their way thruugh
appropriate channel,. In Alameda COUllty all seClurs afthe COllllllunity support 2-1-1 Eden l&R, the CPUC
designated Alameda County 2~ 1-1 provider, is in the process of securing the necessary funds to hire and train
sutTicient staff to maintain a 2417l multi~linguiil 2~ 1-1 system that is prl,;pa.red to respond tu the next disast~r CPUC
launcb Jale deadline: December 2006.
Fur more information, contact Barhara Bcrnstein~ Eden I&R Executive Director, at 510-537-2710 For information
on the web, go to >>,ww.etlcnir,01'2. for JocaI2-1~1 information; www.21l.OfQfornatiunal information; and
www,c;ail's,org for California 2-1-1 information.
..,.
www edenir, on; . Eden Informalion & R~ferral + "denirliiJedenir.orf?;
Eden l&R, lnc.
50 I !/;
I?inking people and resource8"
570 FI Street . Hayward, CA 94541 . 510-537-2710 · FAX 51O-537-0n6
Eden I&R's 2-1-1 Advisory Board
Government/Elected Officials (ruTrentlformerJ
BaThara Lee, Member of United States Congress
1" ortney I~Pete'~ Stark, Member of lJnit~d States Congress
Liz Figueroa, Member ufCalifornia Senate
Wilma Chan, Member of California Assembly
Lalli Hancock, Member ofCalit()mia Assembly
Johan Klehs, Member of California Assemhly
Diem ^rcmer, furmer Member of California Assembly
Dick Spees, former Oakland City Councilmember, currently Government Relatiuns Consultant
Alameda County Hoard uf Supervisors
Alameda County District Attorney Tom Orlolf
Alameda County Sheriff Charle, C. Plummer
Alameda County Superintendent of Schuuls Sheila Jordan
Lity of Derkeley Mayor Tum Date,
Lity of Emeryvi lIe former Mayor Gary Caffey
City of Havward Mayor Roherta Cuuper
City of Oakland Mayor Jerry Brown
City of Son Leandro Mayor Shelia Young
Alameda County Administrator Susan S. Muranishi
Alameda County Health Care Services Agency Director Dave Kears
Alameda County Social Services Agency Director Chet Hewitt
Bm;ine.\'s Hevresentative.\'
Comcast Director of Sales & Mark~ting, East Da)') Bi]l Rivas
East Day Busine" Times Publisher Kevin D. Pitts
EDAB: Economic Dl.:'velopment t\.lliance fur Business Executive Director Bruc8 Kljrn
Eden Medical Center Director Suzanne Barba
Kaiser Permanente Senior Vice President and Service Area Manager Bettie L. Coles
.KB Home North~m California President & Regional General Manager Robert Freed
Target CO'l1oration Senior Community Relations Specialist Jan O'Laughlin
Tri-Vallcy Herald Associate Publisher Tim Hunt
Wells Fargu Senior Vice President Regional Managcr Patricia Scate:::;
Wendel, Rosen, Blaok & Dean Attorney & Counselor.t Law R. Zachary Wasserman
Chamber of Commerce Renreselltatives
CaMe Valley Chamher Executive Director Valorie Robles
Hayward Chamber President & CEO Scott Raty
Oakland Chamber President & CEO Joe Haraburda
San Leandro Chamber CEO Heidi B Finherg
OJ::SlDisa.\'terICrlme -Related ReOTesentatil'es
"-lamed" County Chiets of Police and Sheriffs Association
i\laml.:Ja Count) Emergency Manager)s AssDl.::iatiun
Alameda Cuunty'Fire Chief, Association
(Alameda County) former Homeland Security Cuurdinator Hugh Galyean
CARD' Collaborating Agencies Responding to Di,"sters Executive Director Ana-Marie Jones
Governor's Office ufEmel'gency Servil;;cs Director Henry Rent.eria
Lawrence Berkeley National Lahoratory Security Manager Dan Lunsford
FoundatlonslMisc Fumier Revresentative.\'
Annie E. Case)' Foundation
East Bay Community Foundation President Michael Howe
Ever; Child Counts First Five Alameda County Executive Director Mark Friedmao
United Way ChiefInvestment Officer - Health & SdfSufficiency Carole Watson
Walter & Elise Haas Fund Program ufficer Amanda Feinstein
Y&H Soda Foundatiun Chief Executive Officer Judith Murphy
www edenir.org + Eden Information & Referral · edenirlcyedenir or>;
\;\........... ............'.... v..... h \..... ~-
Quantifiable benefits total $71M annually, with $31M accruing to
individuals (society), $22M to organizations and $18M to taxpayers
,~@
Benefits Overview
Annual Benefits
90.0
70.0
ReduGed
~ern;Jb'.r' rrenl
$51
Cormunity
Ranflir.g Tool
51.6
Non Reirrbursed
Gavt Sen/ices
$"1.0
Benefits- ~
lodividuaEs
80,0
60,0
Vall€: of 2
4; I-i'" Access
$24
Red..u.:tion ill
J & R A"o\' iders
$1.1
Referrals In
GJ'.ler rUTl::~nt
5Q,8
'....
211lJser
l1rTE Sa\.' ed _
~ 500. 5B,5/.
o '
i -400 _Volunteering ~ ~ ~. ilappropnale
",' 5311 /. 111 C3!s
WD Pl
Reduced C:r::'Te
$8,3
10.0
20,0
Assessment
~~'_';~__~-:::/'., i:.:.;;..;-
...~,-~,..::':~';"~ ; .~-:".. --,
:..;., "-
<"~.-.'~ - '-~'~'- .~-
f;.::'
. '.App rpxi rn~telYhalf9f the,. b~nefjtsfrbm'6;:f1~tion~r21,lsY$temaCtt(Je',tdhorgaf11zati()[1Si followed' by tax
pay~r$anclrrklividuals ",'.n ,', , " ,./".'i"I. ,,"<,r...-' > ,,'~.) :', ,,' .,., r., ". "
-Total penefits qte heavily ,weighted (ovec4(j()f() )byproke ri ng Of voJCrrfteet opp 0 rtu i1 itieswhic hal so
reph~..seritsthemajority of benefits toorgar\iz-ations n ~,
-the benefjtsca n, fa ng e dta matlcallya s a resUlt olc;ail Vbl u rne, Each 1 %i nerea sei neall s per capita results
iri$4 mUlioninadditidrialbenefits annually
~
~
"-
1S United Wa\' 211 Final De;iverable
@2005 Deloitte e-. Touche LLP and related efLtLties.
lrnitt:J T~Vav of Canada - Centulde ranada 211 Busiuess Case
Prestntation to the 2] 1 Canada Ste e-rmg Cormru tree
Q"",",+~""",,'h,,~ l'::: "'ILIL.("
-
10-
7o-{/b
.
. The benefit to SOCiety approaches $2'Y milhlln Ir1 the first y~ar Th~ heneflt IS nearh
$2.4 bllhe,n uver ten yean and Cllnverts te) nearly $2.1 billion, discounted to net
present value
Table 8 Decentralixed Model Benefit Summary
---~.~~.....,....
. ,..,.'
"':, ,
"~~~'.
Participant.\i
IndividuaIslFamilies
Value of T'Jllc Saved
Value of Tax Assistance
Value of Taxes Recovered
Value uf24/7 Ac.cess
()rganilations
VCllunteer recluitment
Value of 24/7 Access
Participant Subtotal
Taxpayer~
Plannmg and Manageme.nt
Misdirecten calls (time saved)
Certification Readiness
Value 0[24/7 Access
Eliminated I&F Duplication
NOl1-Reuubursed ServL(.:~s
911RedlIectlOn Benefit
Taxpayer, Subtotal
TOTAL BENEFITS TO SOCIETY
(Le." taxes and transfers)
'-"",,7"':"'":"---~"---
Fir.; t Y e &r ::,,"::", :",:'T~,l',Y c~ r
Bellclit'.,' """",',TQEilllerieHt,
P~esenrV'~iue
ofBen'li~
'''';;'' :: "':;, ".;:.,."
.,."" ","''',
. --".~--~"'-
$24,R39,~70 $271,980646 $237,822,578
$861,963 $9,036,547 $7.919,301
$7,228,203 $7s,77R,17, $01;,409,735
$5,981,%1 $62,712,972 $54,959,780
$102,694,946 $1,076,1i21,070 $943,5IR,1i29
$~,640 610 $90,5R \,404 $79,331i,349
$t51),.47,553 $1,5RoJ23,RI5 $1.390,016,433
$0,510,000 $55,500,000 $48,762,905
$7,135,218 $74,<0.1.352 $05,155,429
$32,526," 13 $341,00 1,787 $193,343 806
$~,640,610 $90,51i5,404 $79.3 81i,349
$15,3uO,000 $33,250,000 $j5,154,578
$] 4,270,436 $1496"6,703 $131,110858
$12,27~,91O $128,728,174 $1 t2,8t3,537
$957020R7 $~7R,475.<l20 $771,627,461
$n8,721,43R $2,3~9 <121,061 $2,095.234.159
~._ '~~~"'.___~~'~.',~'..__",H~"._~
Thi, mt'ormatioll J., from the NatIOnal Bendit/Cnst Analy5h ,-,I Three I)i~lt"Acces.,ed
Telephone Information ,lnd Referral Servlces Final ReprJrt
E'repdfcd by Ray Marshall Center for the Study of Human Re~oli['ce;
Lyndon B Johnson School of Publtc Affairs
The University nfTex"s at AustllJ
L>ece Il1ber 21104
33
,
Eden I&R, Inc.
"lmklng peuple L.md r8SQur-Ces
'tof/b
S"IIl\Street. Hayward,'_,A ".1041 . 511l-'i,P.2710 . FAX5to-537-0n6
2-1-1 Helps in Natural Disasters & ill Daily Personal Disasters
The evacuee,; from Hurrk:an~ Katrina are pred(lminatelv the \\'()rking PUO[ Th~y ar~ Eke milli()rls of
pCI ,pJc across the cuuntry whu an; one dis;aster away trom absolu{.t,; poverty Hurricane Katrina survivors
deser~!e Qur generosity but O[lLI..,. t.lll.s tragedy stabilizes, sllstain~d efforts rnus~ he prnvided tt! help the
couple sleeping m the door\"ay. the single mulher who ie: fleeing her violent partner the elderly couple
who cannot live independently any nwre and the youth at risk of entering the juvenile justice svstem.
Bell'w arc some quotes attesting to the extra[)rdinary heTletits of the tllIee-digit ph'Jne number' 2-1-1
Paul Jacks Deputy Director, California Governor's Office uCEmergelley Services
"A 2-1-1 system with stal~wld,- coverage could have been a tremendous help in responding to the needs
of Katrina evacuees in Cali[ornili, Tt Ct...:rtaJllly would have maJr.: my J(Jh a lot easIer' 2-1-1 could determine
whl' was her" and what was needed. There is a compelllllg need tor 2-1-l across the stale in order to
respond !;ffcctivl.;ly to any ti..lture event.,j l'Statewide ('r\IR'::; ConltT~n~e 9/JO/(5)
U.S. Senator Elizabeth Dole, co-spunsor of The Calling for 2-1-1 Act
~'As we have seen in tht: c..h;Ya:~tated areas of our GulfCuH.:..;t., t.;fficicnt communication is critiL":al to
overcoming a crisis. Instillbng 2-1-1 nationally would pr,wide just that - a well-organized s.rvi". where
anVOIlI.... uffering volunteer assistanl.Je ur ill Ill.:l;d of community services I,...i.tn turn (t() J flnd the answers they
need." IAIKS Alliance oflnformatiuIl and Referral Systems "\ews Scpkmbcr 2(05)
2-1-1 in the Gulf Coast, Garv Madden, Inlaod Empire llnited Way
"In Louisiana and Texa.s., where 2-1-1 was in operation wh<.:n. Hur'ricane Katrina landed~ lives were saved..
familit:::..> Wen.: r(,,:unitt:d, suffering was eased~ and huudreds ()fthousands ofpec'pk Wl;r\; Lronw.:l;(l.,..d to
t~3sential st:rvi<.;<.:s and r:::sources by I..~alling 2~1~1 2n 1-1 is a vital piece that t,;oaksc<.:s u)l1ntywid~
infllrmatin!1 about. who do(.~s \-vhat1 fi,r whom) when, when.; and with what restrictions Communities (:l,n;
safer where 2-1-1 has b~en llnplemented, regardless of whether the disaster is persunal or on a much
larger scale. The impkmelllatinn and sustainabilitj l,f 2-1-1 depends on public suppurl."
l niter! 'Yay Capital Arca, Austin, '1'11. www unitedwaycapitlllarea,org (~12i115)
"The 2-1.1 Texas call center is dircclmg evacuees to needed service,< :;neh as shelter, food, medical
a:,;sistance, and recovery infufmation Local.2-1-1 op~nit()rS \,..an respond immediately during t.imt.:s of
crisis. to field calls regarding the ensis and to direct callers to servi~es most appropriate tal' their needs. 2-
I-I m,wltains a permanent presunce lfl the communitv and as a result, people can tlnd the help they need
whether their needs ari$c a. week or severa! years aft~r thi; crl~is event.')
Louisiana Governor Kathleen Babineau~ ,'Jallco's press conference 19/RIOS)
"2-1-1 is an easy-tn.remember three-digit dialing sy.,tem that makes a sImple but critical connection
between individuals and families seekipg services and the appropriate commumti-based [)rg"nizations
and government agencies. It is working Slalcwide in Louisiana and will help tlt[)SC affected navigate tile
compkx and t;vt,:ty-gl'owing maze ofhurrHln service agencies and prugra..rns.lt
IVlaynr's Office Press }tdease, Knoxville, TN www.l'.itvlltlalllxvillc.org (~/2/0S I
"Act'oss the country; l,...alls t.{) 2r 1-1 al'e bringing re1i(.;f~ finanL:ia! aid and support Lv yi<.;.t.un:J ufHllrricane
Katrina, and local 2-1-1 offiClals say the increased activity demonstrates the critical nced fur a nati,)nal 2-
1-1 service The local 2-1-1 call center provides the I1l<1St current inComlatioIl on a variety of lncal
orgamza-tions, including Coud pantries, utility assistancc, support groups, crime preventIOn and da~
care It's important to remember that eVen as we assist in the rdief efforts ill the liulfCoast, many lu~al
agencies provid~ ril'l [)nly disaster relief but y~ar-roulld care for lhose in need"
www ed8mf org . Eden Tn/ormatwn & R(terral + edeniru:gedenir org
'1ofl h '
United Way of America Calling for 1-1-1 F:xpansion Nationwide
Coo'! hene(i! Ana~vsis oj 2-1-1 Shows $11 Ri/lion Value to Soc:ie!v
tLx....crpts frnm1Jnit8d \\tay uf America's Prl,;:is Release 2.'11 iWi"1
Brian Gallagher, UvVA President ,</;: CEO
"In a counlry where wc are only as strong as our local communities, we must ensure: that
all, nfltJust some, have the ahihly lo give and gd help when and where they nc"d It. A
nationwide 2-]-] system wfluld do that. "
"'-\s eVIdenced by the response to the hurncanes where hundreds of thousands of calls
went t" 2-1-1 over many weeb, an adive, robu~t 2-1-1 system can he an mtcgral erisi3
response tool for eommullItles across the country "
"In widespread emergencies like an attack, tlood, tornado, firc, or health crisis, not only
docs this valuable servIce alleviate the slram on systems like () Il, but it is also there ffJt
people who don't know where to turn for help, lhus saving individuals time, and agencies
and taxpayers money, hy making eXlslmg systems work morc efficiently and ellcdlvcly"
"2-1-( can further be used as a long-term conlJ1J.umty plalUling tool Rascd on aggregate
data about the types of calls a local 2-1-1 call center receIves, communities are m a hettcr
poslt]()n to antIcIpate demand for qervices and n]lJhihze resuurces to meet changing
n~~ds. D
llS Senatnr Elizabeth Dole (RI
"\'lith the abundance of agencies and help lines, people offen aren't SLlre whac to turn to
get the proper assistance. The 2-1.1 line allow,; Lunilies and mdlVlduals to find the
commumty or goveflunent agency to best serve their needs."
LIS Senator Hiliary Clinton (D)
" I have heen an ardent supporter of the ereal]()n of a nationwIde 2-1-1 system. 2-1-1
currentlj reaches only a little more than one-thud of the US populat]()n bceause of
fundlIlg constraints. The Cederal government partnering wlth state and lllcal 2-1-1
stakcholdcr~ will help bnng real impact hy helping to launch It nationwide"
'2-1- t help::;; in Jisa:..;krs3 quotes
E" "d" ]'&' R'" ],
"" ':e.",',;f:1".' 'I' ',.,; ,II , rtl.l""
" \. \: '1:.11 :. '" " ',,':JJJi~..
," .':. ,,' ., ," ,., '" ,,'
"finkiny people and resnurces "
100 {I ~
57013 Street. Hayward, C;\ 94541 . 51O-537-27to . FAX ';10-5.17.0986
2~1~1 can he activated in Alameda Count} soon ~ with your help!
" I know the vulue of a good communication system before, during and aftel' a disaster.
During the 191N Lorna Prieta Earthquake and the 1991 Oakland Hills Firestorm, we
learned the importance of effcetive communications systems that llllow public safety
information to reach the public. The 211 system could provide such communieatiun. I'm
involved in bringing 211 to Alameda County. Are you'''' Henrv Renteria, Directur,
Guvernur '.I' Utflce of Emergenc'v Servir:e,I'
Everyone bencfit, from a 1-1-1 system that providcs updated inl'mJJatlOn aboLlt the full
range of recovery servic~s after a natural disaster or act of terronsm After the I <)89 earthquake
and the I qq I Firestorm, Eden I&R provIded the public with access to sucb resources as Red
Cross Shelters, FEMA serVIces, and alternative temporm-y and perrnanent housing. The thre~-
digIt phone number 2-1-1 will be op~rated hy Eden I&R, a not-for-prolit agency, in Alameda
County It will be a, ailable 24171365, in multiple langLlages, and free to tile caller 2- t -1 already
exists in 26 other states. (Sept 2004)
"At Kaiser Permanente we promote preventivc health care because it's good fur the
community and good for busincss. Finding local community services that meet thc
preventive health carc needs of our members, empluyees and the community will be as easy
as dialing three numbers: 1-1-1. I'm inYOlved in bringing 1-1-1 to Alameda County. Are
you'!" Bettie 1. Coles, Seniur Vir:e President and Servir:e 4rea Manager, Kaiser l'ermanente,
East Bay Area,
The 2-1-1 system will he makmg a eontribution to the long-term well-being of our
community by provldmg updated information about whcrc to find respite care, home health care,
maternal health ear~, medl~al information lines, crisl~ mtervention services, support groups, sick
child care, Medicaid and Medicare information, counseling, and drug and alcohol intervention.
P~ople will ea112-1-1 because it is neutral and anonymous and does not require people to call
themselves abused, mentally ill or other "labels" The threc-digit phone number 2-1-1 will be
operated in Alameda County by Eden I&R, a not-for-profit agen~y It will be available 2417/365,
in multiple languages, and free to the caller 2" I-I already exists in 27 other stat~s. (Dec 2004)
"In 26 other states 2-1-1 has proven to assist businesses in higher pruductivity, less
absenteeism, and fcwer un the job injuries. I'm involved in bringing 2-1-1 to Alameda
county. Are you?" Robert Freed, KB Home Northern CaiifiJrnia, President & Regional General
Manager
Everyone beneJits from a 2-1-1 system that provides instant inforrnatH>n ahout the full
range of h~alth and human services organlt:abons available in the county The 2-1-1 service
helps employees dire~t1y, hut it also helps business. No husincsses Call function well when
employee time is divcrted to solving personal crises. The benefits to yuur husiness will be
tangible. 2-1-1 is good for the county and good for business. (June 2004)
All quotes are from ads that were published in The East Boy Business Times
www eden;r orlJ . Ed~n Information & Referrai · eden;r@eden;r org
/Ioflh
Total County 100% 211
Population unding by
% of
Population
Alameda 72,259 5% $25,000
Albany 16,444 1% $5,000
Ashland COP' 20,793
Berkeley 102,743 7% $35,000
Castro Valley COP' 57,292
Cherryland COP' 13,387
Oublin 29,973 2% $10.000
Emeryville 6,882 1% $5,000
F airview' 9,470
Fremont 203,413 14% $70,000
Hayward 140,030 10% $50,000
Livermore 73,345 5% $25 000
Newark 42,471 3% $15.000
Oakland 399,484 28% $140,000
Piedmont 10,952 1% $5,000
Pleasanton 63,654 4% $20,000
San Leandro 79,452 5% $25,000
San Lorenzo COP' 21.898
Sunol COP' 1,332
Union City 66,869 5% $25,000
('Unincorporated) -67,832 9% $45,000
Totals 1,364,311 100% $500,000
Eden I&R") Inc.
"linking pcopi<' and res()urces"
.lP.o ,. / h
570 B Street. Hayward, CA 94541 . (510) 537-2710 . Fax (510) 537-0986
Eden I&R's Countywide Online ReSOUl"Ce Directory
End of Fiscal Year 2005 Update
Launched in March 2002 as a response to a growing community need, Eden I&R's online
resourec directory at www.alalTg~daco.info has allowcd govemment employees, nonprofit
case managers, lIbrarians, health care providers, teachers, as well as the public at large,
free and easy access, 24 hOLlrs a day, 7 days a week, to professionally maintained social
service informatIon.
By going to wwvCillamcdaco.I.Dfo the general public accesses over 1,250 n:wrds of
health and human service programs throughout Alameda County The wealth of resources
that can be accessed ineludes programs targeted to youth, the clderly, people living with
IlIV or AIDS, the homelcss, the disahled, domestic violence victims, and people in need
of educatIOn, employmcnt 01' legal aid assistance.
Each sOCIal servke record providcd resource information including: service addresses,
type of and neat'est public transportation, contact name(s) and phone number(s), hours of
operatioll, languages spl1\..en, ell!;lhIllty requirenlCnts, fees, wheelchaIr accessibility and
services description
Durin~ FisQ11 Year 2Q05 (Julv 2004._-::; June 2005), Ec;)CJll&R's online re,$ourec directory
,
at www.a.!amedaco.jnfo received 351.611 hits frpm 39.016 visitors. During the month 01'
March 2005 alone, the site had its largest online user volume ever at 4,339 ViSitOl"S,
who accessed over 78,960 hits of information' Throughout FY 2005, Eden I&R's social
service onlIne web site rceei ved an average of 70,968 hits per month und 3,251 visitors
per month. The percentage increase in visitors over the past 12 months is 30%, with an
increase of over 42% in the number of informational hits.
User feedback continues to be overwhelmingly pOSItIve. For example:
"Because we seefamiliesf()r sllch short illtervals, we /leed to cO/lllectf<1/1lilies to
resources they caJluse beyolld their shelter stay Staffllse Eden I&Rfar /lwki/lg those
connections. No one else has the time or capabilities to gather all those resources. "
Elaine deCuligny, Execlltive Director, Bllildi/lg Futures with Women & Children
\V\V\\ edcnir org . Eden InformatIOn & Referral . cdelllr(il?edcnir org
/3 of It.
Us~r kdb~wk lIas cunlil'1n~d that thc "ddition of the fullowing component, to thc
\I~hsite \l'llS appreciat<:d and \\tilized by thc sit~'s viSitors. 1) Gcn~ml instructions on th~
usc OfllIe site in fivc additional languages; Spanish, Cluntsc, Cmnbodian. \'ictnames~.
and farsi. Thcrc is also all Optl0lltO til(cr a I,)und set of rccords (0 shol\ on I) agencies
th;\l providc s~rVlce in a gi\'C1l Ianguagc. 2) l\lapping capabilities Hnd eXIXlllded public
transit access information for each listed organIzation, Uscrs can bring lip a MapQucst
map f'Jr each locatIOn, and thcre arc links (0 AC TmnSlt and 8ART \\eb sitcs that C:In
hdp them plan the easiest \I'a) route (0 a gl\'cnlocati"n.
It is cntical t<Jr (he publIC, cspeciall) at.ns,", populations (e.g., \'CI') loll' ilKomc fJmilies:
thc homeless: frail ciders; yic(ims of domcstlc abuse; etc.). as 1\'clI as thclr Jd\'OCJkS.(o
bc able 10 kCep abreast of the numcrous chang~s occlII'ring within Alameda Count) s
humHn ser\'iccs network. Du~ to continucd gOVCl'llIn~nt b\ldget ddic,\s, phIS foundations
,Illd corpDrations cutllllg back on grants (0 non-profit agcncies, therc has b~cn and 1\ ill
continue to bc hundreds of changcs to services provid~d to I'ulncrilblc indi\'iduals and
t:\tnili~s.
. ,
InformnllOn is powcr Information IS key to selt~suflki~nc) InformQtion i.s onh as ~ood
a, It is CO,lllprdlCllSII'C, currcnt and accurate Edcll ]&R's sodill sC]'\'lce dawbasc is th~
PRI \ IAR Y sourcc of coulllywid~ Illloi'lllatiol1 lor count)' sian: ~omI11Ilnit) - bas~d
orgal1lZ,lliol1s and count)' rcsid~nls.
In short. [dcnIS.Ws onlinc reSulIIcc dlrcctor) is a critical rcsourc~ 111 helping C1t)
clnplo)'ccs ~nd communIty-based organizations kc~p track of Ihe numerous changes
forccasted for Ille next 12.24 months.
bien 18..R is prcpared to r~malllthc 'gatcwa)" to up-to-datc social service II1fonnation
for thc Count) but w~ cannotl1crfurlll thiS fUllClion without suflicw!ll !inQnc,," illrillQI:l.
OWl' the past l'our years \\'~ havc establIShed II leveraged flllldillg base depelldent upon a
plIblic-privnte pnrtncrship. We \~Jnt to acknowledge and thank our vel) generous
original and current til1aneial supporters that helped bunch and m,nnt~in the onlll1c
dlr~<;IOl')
^Ii.\lll~lla County Ooard of SU[JcrvisOf5
Alilln~dn Counly SIH.~.rilr.s Dl;pannWnt
AIi.lllll..'Ja CouJll}' Sodal Services Agt:nt..:y
AlLlrn~tlLI COU(l(~ \\"orJ..:ft)rcc IrlVe~lm~nt 13o<..nd
City 01 Fremont
Cily (II HaYWJrJ
Cily or Oakl",,,(
Cily or ~an LCJnJro
City or IlaywarJ', FrienJ, ot Ihe Librar)'
Eust nay Community FounJi.\\ion
Port of OnkL.md
RicharJ & RhuJa GulJman FunJ
SBC/Pa,;I;e Bell
Tile Women', FounJation
For more information about Eden I&R's www.almnedaco.info website pleasc call.
Barhara Bernsteill, Exeelltive DIrector
Eden 1& R, Inc., 570 B Street, Hayward, CA 94541
Phone: (510) 537-2710 ex!. 8 Email bbernsteiD@cd~nir.org
UpJHleJ 7 It 4f05
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LAKESI[IF PLAZA. 1401 LAKESIDE ['RIVE, 121h FLOI-'R, UAKLAND. CA 94612-43115
Alameda County Shenff's Office
CHARLES ,=. PJ.,UMNIER, SHERIFF
LYL\RSHAL . CORONER - PUELlC ADMINJ~TRAT(JR
DIRECTOR OF EMERGENC, SERVlCF:~
(510) 172-6866
February 17, 2006
Thomas J Orloff, District Attorney j' L';:-;"''''-~(' t "-- '1 { ...ct-\. e-r s".....;c
Alameda County D, istrict Attorney's Office +0 <....11 "---"" ,,~-tl d "--('~..* ........~.d.
1125 Fallon Street, Room 900 t.....----d.J I <>-U >''''' ,,-~!'..~~ :1, TJ-.o
Oakland, CA 94611 >3~.c.-r-d. ,-1'- J~f~v-' v, J""",,,' / ....~d
'(1-,,- C."~*-l N'-"'''-'L.-+,,~+,,>r.
Dear Mr Orloff:
For the past several years, 1 have been educated about tlJe three-digit telephone number,
111, that has been set aside nationally by the Federal Communications Commission for
24/7 access to health and human services. Eden I&R's Executive Director, Barbara
Bernstein, has kept me abreast of the ways in which 211 has rolled out across the country
and is now in 32 states including 6 Southern California counties (Ventura, San Diego, Los
Angeles, Orange, Santa Barbara, and Riverside). My initial interest and entlJusiasm about
111 led me to )01l;I Eden I&R's 211 Advisory Board, along with a series of other county
elected officials and department heads including The members of the Board of Supervisors,
Several current facts about 211 include:
National and international studies have concluded that 111
saves time for employees and clients who are seeking services
greatly reduces inappropriate calls to government departments including non-
emergency 911 calls
greatly increases access to preventative health and SOCIal services
reduces cnme and unemployment
increases volunteerism
proVIdes a community planning tool
~ During disasters, 211 has proven to be a critical piece of the public communication
system in keeping the public abreast of changing services (e.g" shelter sites; FEMA
infonnatlOIl, etc.). Substantial mformation exists about 111's role in disaster response
efforts directly after the 1005 Gulf Region hurricanes, 1004 Florida hurricanes, 1003
Toronto SARS epidemic, and The 200 I terrorist attacks.
HRrRlVF:D
FEB 2 4 2006
IBY:
r
I bfJ -!I /,)
211 Shenff's Funding Proposal
Page 1
February 17, 1006
Current facts about Eden I&R include
'6 The agency just celebrated its 30'" year of successfully fulfillmg its miRsion of "lInking
people and resources."
(j Due to overwhelming community support, and Its capability to provide 14171&R services
in multiple languages, the CalifornIa Public Utilities Commission designated Eden I&R
as AlanJeda County's 211 provider (this did NOT include an) funding).
'6 The ExecutIve Director is an active board member of the CalIfornia Alliance of
Informatiun and Referral Services (CAIRS), the I&R professional organization that is
helping to facilitate the launch of 211 Matewide hy sharing 211 "best practices."
'6 The agency has proven its ability to handle high call volume, multiple service phone Jines
through jts provision ofthe following services (past and present), some of which include:
Statewide translation for 911 Emergency calls (over 330,000 non-English
speaking 911 calls handled per year for 14 years)
Community Housing And InfOlmation Network (CHAIN) whIch links very low-
mCOme callers (many of whom are homeless or near-hmndess families), and thell'
SOCIal serVIce advocates, to housmg, health and SOClal servIce programs throughout
Alameda County
AIDS Housmg and Information Project (AlIIP) phone !me whkh addresses the
housing and health and human servIce needs of tho~e living- \o\,th HIV/AIDS.
YOUdlLInk which proVIdes acccss to healdl, houSlllg and human serVKeS to youdl
wards of dIe court, and U1Clt parents and advocates.
Afier.HuUl's Emergcncy Phune ServIcc whIch handles calls for Alameda County's
Children's ProtectIve ServIces, Foster Care Placement Lme, Public Guardian's
Office, and Adult ProtelCtlve Scrvices.
Eden I&R has deterrmned, based on the information acquired across the country,
that it will take approximately $1.3 million dollars to launch and maintain 211
services in Alameda County at this time. Most of the one-time initial costs
associated with this new social utility have been raised (e.g., new phone
system installed; telephone switching systems fees of $10,000 acquired). Tbe
primary ongoing costs for this service is the 24 hour multilingual staffing.
These personnel costs represent over 75% uf the budget.
Smee I am convinced that the 11 J system can pruvide a valuable service to the
citizens of Alameda County, I am prepared to make the followmg proposal.
The Sheriff's Office will invest up to $100,000 to helD launch Alameda Countv's
2l J service next fiscal vear IF there are similar commitments by other countv
departments. The commitment of funding neyond the first year will be
dependent upon the benefits of the service to the county and its residents.
'r
/60 f /&
211 Sheriff's Funding Proposal
Page 3
February 17, 1006
This first year eommitment is based upon Eden I&R's leveraged funding plan in
which county departments will provide $500,000, the county's cities will
provide $500,000 (based upon population), and the local foundations and
corpnratlOrlS will provide the difference (approXImately $300,000) needed to
cover the $1.3 million annual hudget
The funding for 111 needs to be committed in Fiscal Year 1006/07so that Eden
T&R can hire and train additional I&R Resource Speeialist to handle the
expected 100,000 annual calls. The 211 phone system needs to be operational
before the end of November 2006 or Eden I&R, and the county, loses its
CPUC 211 designation.
Hopefully, you will agree to contribute to funding [or this important program.
;~~=
....__f
Charles C Plummer
Sheriff - Coroner
CCP/RTUrl
C' Keith Carsnn, President - Alameda County Board of Supervisors
Sentt Haggerty, Supervisor - Alameda County Board of Supervisors
Gail Stecle, Supervisor - Alameda County Board of Supervisors
Alice Lai-Bitker, Supervisor - Alameda County Board of SUpcrvlsnrs
Nate Miley, Supervisor - Alameda County Board of Supervisnrs
Susan Muranishi, County Administrator
Executive Director Barbara Bernstein, Eden I&R
All Department Heads