Finance Highlights 2007 1016 - Laserfiche WebLink

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Eden I&R/211 During most of the "Test Mode" period the agency could accommodate additional 2-1-1 calls by training current staff, who are usually taking other types of calls, on how to handle the complexities of the 2-1-1 client and services databases. This was far from ideal but it was a temporary measure that had been instituted until sufficient 2-1-1 staff can be hired. The agency was also able to increase the hours of the Information Technology Specialist who has been instrumental in dealing with the marry problems that have occurred with the new phone system (i.e., the phantom calls; the phone system's reporting features not working correctly; misc. other technical difficulties.). During the third-quarter of the year, the United'Way of the Bay Area's five (5) year 2-1-1 contract was signed and the agency was able to begin augmenting capacity with some additional 2-1-1 staff and technologies. Since no additional city or county funding was available, the agency still was unable to hire or train sufficient staff to fully launch 2-1-I during FY2007. ~ Health, Housing and Human Services Data Resources During the course of the Fiscal Year, Eden I&R's housing database grew by 947 units to over 56,316 units of housing including, subsidized, Below Market Rent, Market Rent, residency hotel rooms, SROs, and shares. The vast majority of the CHAIN calls continued to be for housing and housing supportive services and it is projected that most of the 2-1-1 calls will also be related to some form of housing issues (e.g., domestic violence shelter beds; residential care facilities; subsidized housing). Eden I&R continued to be the only agency in Alameda County that called shelters at least twice a day to check on bed availabilities. This information was then available 24/7 to all 2-1-1 callers. During Fiscal Year 2007 Eden I&R's health and human services database was updated not only for the 2- 1-1 callers but also for the printing of the 2007 edition of The Big Blue Book. The Directory of Human Services for Alameda County as well as for the agency's online website database (which can be accessed directly at ww~a-.alamedaco.into and/or via the agency's website at www.edenir.org). Regional 2-1-1 Partnerships: Eden I&R has been working in partnership with The United Way of the Bay Area and the Contra Costa Crisis Center to create a seamless and coordinated 2-1-1 regional system that includes agreements such as: - Common Client Data: Bay Area 2-1-1 centers have begun to develop the ability to aggregate information about clients-demographics, needs, location, follow-up (success or other findings), etc.-consistent, at a minimum, with statewide data collection by the California Alliance of Information and Referral Services (LAIRS). - Sharing Resoarce Information Databases: Sharing databases will enable I&R Resource Specialists to access resource information in other areas to reduce the number of subsequent calls a person has to make. Since 2-1-1 programming ensures that calls are routed to the 2-1-1 center serving the county that the call originated in, shared databases enables callers to get the best information possible from local experts outside of their county via shared technology and data. The goal is for 2-l -1 call specialists throughout the Bay Area to have easy access to resource databases when callers have multiple needs that cross county lines. Handling Call Volume Overflow: Bay Area 2-1-1 centers are beginning to develop a rollover system for calls to be rerouted to another center when call volume gets past a certain level-i.e_