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 2011/2012:
• First Quarter • Second Quarter • Third Quarter • Fourth Quarter
CALL 2-1-1 Annual Report • 2011 Annual Report
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