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Report08.Pdf Production of the 2-1-1 @ IMPACT Report to the Community was sponsored by: “No one likes to be in a place where you have to Acknowledgments ask for help but 2-1-1 had lots of suggestions and The Planning Council acknowledges the representatives helped me identify some next steps. I don’t know how of human service agencies for participating in our information gathering process, and for the work they I would have figured this out on my own because I do. Thanks to: Donna Rongholt-Migan and Arcelia didn’t know these programs were available. 2-1-1 Martinez, The Cathedral Center, Inc.; Steven Peterson made it all come together for me and my family.” and Chester Kuzminski, Milwaukee County Department — Ronald on Aging; Barbara Beckert and Elise Cassidente, Disability Rights Wisconsin; Cindy Krahenbuhl, The Guest House of Milwaukee, Inc.; Sherrie Tussler, Hunger Task Force, Inc.; Tom Cannon and Karen Dardy, Legal Aid Ronald, a married father of two, lost his job after a factory Society of Milwaukee, Inc.; Jan Buchler, The Parenting closure. He secured a new, lower-paying job after a month but, Network; Maureen Martin, The Salvation Army; Deborah by that time, he had already started to fall behind on rent. Then Duskey, St. Vincent de Paul Society; and Deborah his car broke down which jeopardized his new employment. Blanks, Social Development Commission. We would also 2-1-1 @ IMPACT referred Ronald to the local W-2 office to like to thank the individuals who took the time to talk to inquire about the Emergency Assistance Program, administered us about their experiences in using 2-1-1 @ IMPACT. by the American Red Cross, and Job Access Loan. Through these programs, Ronald was able to catch up on his rent Staff members at IMPACT were extremely helpful payment and make necessary car repairs. throughout this process, in particular, Mike Davis, Bob Waite, Matricia Patterson, Rochelle Fritsch, and Vickie Boneck. The following Planning Council staff members contributed to this project: Kathleen Pritchard, Ph.D., Executive Director; Carol Johnson, M.A., Director of Planning; Susan Tragesser, B.A., Data and Information Specialist; Lonna Kruse, B.A., Assistant Planner; Quinton D. Cotton, M.S.S.A., Associate Planner; Megan Gagnier, undergraduate student intern, University of Wisconsin Madison; and Emily Weseman, B.A., graduate student intern, University of Wisconsin Milwaukee. The Planning Council for Health and Human Services, Inc., is a non-profit organization serving Southeastern Wisconsin as an independent resource for information, education, research, and consulting on community issues. Five years ago it would have been difficult to imagine the unqualified success that 2-1-1 @ IMPACT has had in serving over 500,000 callers in the Milwaukee Realizing Milwaukee’s County area. Embedded in that success is a lesson in the power of collaboration. Initiated by POTENTIAL United Way of Greater Milwaukee, 2003-2007 Report to the Community leaders from the public, private and philanthropic sectors were gathered to plan for the creation of a single telephonic access point for those in our community CONTENTS seeking a wide range of services. Because it began as a collaborative planning effort, and has grown to include thousands of organizations, multiple funding sources and the good will of the entire community, Welcome . .3 2-1-1 @ IMPACT is at the heart of one of Milwaukee’s most Executive Summary . .4 successful social service initiatives. Introduction . .6 The benefits of this complex collaboration are many. Callers are History of 2-1-1 . .7 directed to resources that fit their individual needs in a respectful, simple and straightforward manner, thereby helping to alleviate Utilization . .10 problems in the early stages when they’re easier and more cost- Category Groupings . .13 efficient to address. Community organizations receive 2-1-1 @ IMPACT referrals that are specific to their cause. Service Milwaukee County Utilization . .16 providers can rely on 2-1-1 @ IMPACT to provide their clients Major Needs Profiles . .21 with referrals for additional resources that fall outside their mission; thereby allowing them to focus on what they do best. And the Housing and Basic Needs . .22 valuable data collected helps funders, stakeholders, and policy makers Food-Related Needs . .26 deploy resources and draw attention to unmet needs and emerging Family and Legal Service Needs . .29 trends in an effort to improve conditions in our community. All of Health and Mental Health Needs . .33 these benefits are about maintaining system-wide efficiency, Income Security Needs . .39 achieving a high level of customer service, and helping Milwaukee Other Needs . .44 reach its potential. Milwaukee County Area Profiles . .45 On behalf of IMPACT, our callers, and the 2-1-1 @ IMPACT staff, Near Northside Area . .50 I want to thank all of you who have made this community-wide, Northwest Side Area . .52 multi-dimensional collaboration work. We know that we have many challenges ahead but with the strong foundation of high quality Near Southside Area . .54 organizations, committed funders, and a single access point to Westside and West Suburbs Area . .56 services, we believe this community is ready to meet whatever the Southside and South Suburbs Area . .58 future holds. I ask that you continue to support 2-1-1 @ IMPACT Eastside and Northeast Suburbs Area . .60 with the same enthusiasm that you have demonstrated during its Combined Demographic Information . .62 first five years. Calls Per Household Ratios . .64 Service Provider Insight . .65 Looking Ahead . .69 Michael G. Davis, President & CEO ©2008 IMPACT. All Rights Reserved. Analysis conducted by Planning Council for Health and Human Services, Inc. 2-1-1 @ IMPACT Page 3 2-1-1 @ IMPACT — EXECUTIVE SUMMARY Background Milwaukee County caller needs The digits 2-1-1 were set aside by the More than half of caller requests from Federal Communications Commission within Milwaukee County were for (FCC) in 2000 as the national dialing Housing and Basic Needs and Food- code for health and human services Related Needs. Housing and Basic information and referral. IMPACT, Needs includes help locating emergency which has had a long history of providing shelter, assistance with utility and rent We are getting more calls from families with information and referral services in payments, and help procuring household Milwaukee County, introduced round- furnishings. It has consistently represented requests for basic needs than we’ve had in the-clock 2-1-1 service in late 2002. about one-third of all Milwaukee County ten years. And that, to us, is a barometer of This report contains an analysis of calls caller needs. Needs in this category the climate. The financial stresses that families received from 2003 through 2007, as increased 85 percent between 2003 and well as a summary of conversations with 2006, but dipped slightly in 2007. The are facing — literally, ‘I can not feed my agency leaders and consumers about their decline was primarily due to a change family tonight and the food pantries are experiences with 2-1-1 @ IMPACT. in policy that now allows consumers to closed,’ — we don’t have the capacity to access emergency shelters directly rather All calls 2003-2007 than going through 2-1-1 @ IMPACT. open all of those doors. 2-1-1 @ IMPACT Between January 1, 2003 and The five-year increase in needs was no has much greater capacity and makes those December 31, 2007, over half a million doubt fueled by the shortage of affordable connections. So the more challenging the (523,544) calls were made to 2-1-1 @ housing and the housing market IMPACT from Milwaukee County and downturn. Requests for Food-Related economic issues that families face, the more surrounding counties. Eighty-seven Needs, including food pantries, meal critical a 2-1-1 line is to that community. percent of the calls over the five-year sites, and distribution sites for baby — Jan Buchler, Parenting Network period came from within Milwaukee food and formula, increased by nearly County. Overall, there was a 52 percent 50 percent between 2003 and 2007. This increase in calls from 2003 to 2007. category has consistently represented Eighty percent of callers were women, about one-quarter of Milwaukee and three-fourths were between the County caller needs. ages of 18 and 55. More than half of the caller requests were for housing and Family and Legal Services Needs, basic needs, and food-related needs. which includes holiday assistance and education, increased 46 percent Unmet needs between 2003 and 2007. Requests in A need is considered unmet if 2-1-1 @ this category have remained steady IMPACT staff are unable to locate a over the years at about 13 percent of all referral for a caller. The top five unmet caller needs. Health and Mental Health needs between 2003 and 2007 were Needs, which includes referrals to emergency shelter, food pantry, utility substance abuse resources, increased bill payment assistance, holiday 38 percent between 2003 and 2006 and assistance, and rent assistance/rental declined slightly in 2007. Health and payment assistance. Mental Health Needs consistently represented about nine percent of all Milwaukee County calls requests from Milwaukee County callers. From 2003 to 2007, 456,207 calls were made from within Milwaukee County Income Security Needs, which includes to 2-1-1 @ IMPACT. There was a 78 referrals for government benefit programs percent increase in calls over the five- like FoodShare, Medicaid, and W-2, is year period. Twenty percent of all calls the only category to show a decrease in came from ZIP Codes 53206 and 53209. needs over the five-year period. Income Although greater awareness of 2-1 1 @ Security Needs decreased from 10 percent IMPACT certainly contributed to the of total needs in 2003 to five percent of increase in calls, other issues, such as total needs in 2007.
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