Finance Highlights 2007 1016 - Laserfiche WebLink

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Eden I&R, I11c. "li~zkingpc~~pleandresourc~s" "'~' 570 B Street ~ Hayward, CA 94541 >10-537-2710 + FAX 5]0-537-0986 ~~~,; ~.1.1 ~y ~~.~, u~t~ 2-1-1 Status Report For Fiscal Year 2007 July 2006 -June 2007 Eden 1&R staff focused on two primary 2-1-1 goals throughout Fiscal Year 2007 ~ Ramping up 2-] -1 phone services, and technical support, for a put~lie launch of This 24/'7 phone line access to free health, housing and human services information; and • Securing sufficient leveraged multi-year pub]iclprivate funding to support 2-1-I as a public communication tool. Eden I&R was successful in launching 2-1-I in Test Mode at the end of November 2006. Test Mode meant: - If a person dialed 2-1-1 from aland-line phone anywhere in Alameda County, at any time of the day or night, s/he would have had a live Resource Specialist answer the call(ce11 phone access will be added when there is the financial capacity to hire and train a sufficient number of Resource Specialists to answer additional calls). Unfortunately, due to limited phone line staff, 2- l-1 callers could have experienced lengthy wait times before their calls were answered. This will be resolved once there is funding for additional Resource Specialists. y Callers who do not speak English were assisted by an on-site Resource Specialist who is fluent in their language (particularly Spanish, Cantonese and/or Vietnamese) or they were assisted by a "real time" interpreter (via Te]eInterpreters which provides over 1001anguages) who translated between the caller and the Resource Specialist. - AT&T and Eden I&R worked together to reduce the number of Phantom Calls entering the 2-1-] phone system (since January 2007 the agency has received 15,933 phantom calls on our 2-1-1 phone line). This is a nation-wide technical problem and Eden I&R is spearheading the movement to greatly reduce or eliminate this problem. r The agency's new phone system was tested and redesigned to produce statistical reports that can be used to monitor and evaluate 2-I-1 service delivery, as well as be shared with fenders, 2-1-1 partners and public policy analysts. - All agency health, housing and human databases were, and continue to be, enhanced and "tweaked" to provide the most comprehensive and accurate data possible. ~ Client databases were redesigned in order to collect the most comprehensive information possible for the following primary purposes: 1) to assist with making appropriate referrals; 2) to aggregate the data for demographic statistical purposes. - Because the agency was unsuccessful in securing the government funds to fully staff the 2-1-1 phone lines before the end of June 2007, there deliberately was minimal public publicity in order to balance the number of calls received on a 2417 basis in line with the number of the Resource Specialists available to answer those calls. ti~sww.edenir.org • Ed€n Information & Refer-al • erler-r~i-r~e~e~~ir.org