CALL 2-1-1 makes it possible for people in need to navigate the complex and
ever-growing maze of human service agencies and programs by offering personal contact
with a Certified Call Specialist who can provide information, answer questions, and
help the caller to problem-solve. By making services easier to access, CALL 2-1-1
encourages prevention and fosters self-sufficiency.
The three digit 2-1-1 dialing code was launched in Muskegon in August of 2005.
CALL 2-1-1 experienced a substantial increase in call volume that has been sustained
in subsequent months. Call volume in July 2005 was 1,297. This number jumped to 1,915
in August. Call volume peaked in October at 2,585 and has averaged approximately 2,000
calls per month since then. If current call volume continues, CALL 2-1-1 expects to
receive 25,000-30,000 calls in fiscal year 2006/2007.
CALL 2-1-1 Reports 2005/2006:
• First Quarter
• Second Quarter
• Third Quarter
• Fourth Quarter
2-1-1 Regionalization in Michigan
Michigan 2-1-1 has created a business plan which proposes creation of an
integrated statewide 2-1-1 system that will make 2-1-1 services available to everyone
in all of Michigan’s 83 counties, 24/7/365 via Michigan-based telephone call
centers and internet. It will be a public-private partnership embodied in an independent
501(c)3 organization governed by a board of directors representing United Ways,
state government, business, private philanthropy and the community.
Based on national trends and the state’s population, the Michigan 2-1-1
system is projected to be handling almost 800,000 calls in its third full year of
operation and over 3.6 million calls over the first five years of operation.
At the heart of the system will be the most comprehensive database of health and human
services in the state, including those provided by nonprofit organizations and by
government at all levels. Callers will be linked to one of seven regional call centers,
staffed by nationally certified specialists prepared to help them define their need and
connect them with the community resources available to help. The database also will be
publicly accessible through the Internet.
The regional call centers will be based in existing information and referral agencies in
seven major regions of the state – Southeast, Central, Southwest, West, West Central,
Northeast and the Upper Peninsula. They will be required to meet the National 2-1-1
Standards and become accredited by the Alliance of Information and Referral Systems (AIRS).
They will be complemented by as many as ten resource hubs that will be the face of 2-1-1
in their home counties and, as appropriate, in immediately surrounding counties –
developing and updating the resource database, promoting 2-1-1, taking the lead in
analyzing local call data and providing it to policy makers and funders – and by
contact points for every county, thus assuring a local presence for 2-1-1 throughout the
state.
Systemwide functions – resource development (fund-raising, government relations and
business development), marketing, database and web management, system development and
technical support – will be vested in a central office led by a full-time executive
director.
Michigan 2-1-1 will be a:
Simple, quick 24/7/365 link to connect people efficiently and effectively to
appropriate services. An easy number to remember, it will be great for cutting through
confusion about complex human services and publicizing, explaining and helping people
access new programs;
Partner in homeland security and emergency management to assist with emergency
events by providing easy access to information that needs to be communicated to citizens;
Partner with state government in helping create greater efficiencies in the delivery
of health and human services;
Barometer for identifying needs or gaps in service and communicating them to public
and private decision-makers and funders.
Visit the Michigan Association of United way’s homepage (www.uwmich.org) and click on 2-1-1 to read the entire 2-1-1 Business Plan.
CALL 2-1-1 Regional Service Areas
