2011 211 central east ontario needs & trends report

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© 2012 Community Connection. All rights reserved.

This report is published on an annual basis and is

part of Community Connection’s Evaluation Plan.

Information in this report may not be reproduced or

redistributed in any manner whatsoever without prior

permission from Community Connection.

Community Connection

275 First Street, Box 683

Collingwood, Ontario L9Y 4E8

705.444.0040

[email protected]

Community Connection tracks calls for statistical purposes only. It does not collect information on the identity of callers.

211 Central East Ontario is supported by:

Central East Ontario2011 Needs & Trends Report

Parry Sound launch in 2011

Completed Service Expansion

in Central East Ontario

176,052Calls Answered

Serving Central East Ontario since 2005

© 2012 Community Connection – communityconnection.ca 2011 Infographic #1

Calls AnsweredSince launching in 2005

246,000+Referrals MadeSince launching in 2005

185% Increasein Annual Calls Since

Launching in 2005


TV & Radio

4%

Agency

27%

Family &

Friends

21%

Social Media

7%

11,98111,98111,98111,9811st Time Callers

52,092Calls in 2011

38%38%38%38%Increase over 2010


96%96%96%96%Call Answer Rate

Internet

4%

Phone book

14%

Newspaper

2%

Pamphlets &

Posters

21%

How 1st Time Callers Heard About 211

Call Answer Time

33 seconds33 seconds33 seconds33 seconds

32 formal presentations to 963 volunteers &

staff of clubs, agencies, networks & coalitions.

22 information booths at community events, info

fairs & parent teacher nights reached 2,515 people.

6 agency cross training activities were held

with 50 staff.

6

22

32

4747 information kits distributed across the region

containing 13,000+ pieces of promo material.

2011 Outreach & Awareness Activities:


Age of People Who Called Age of People They Called For

0% 0% 1% 31% 53% 15%

Child7-12 yrs

Child0-6 yrs

Youth13-21 yrs

Adult22-35 yrs

Adult36-54 yrs

Adult55+ yrs

2% 4% 10% 18% 18% 48%


Who they called for

32.8% Retirement Pension

24.5% Ontario Works

19.9% Employed

13.7% Ontario Disability Assistance

4.9% No Income

3.1% Employment Insurance

0.7% WSIB – Worker’s Compensation

0.4% Ontario Student Assistance Program

Caller Income


Callers Received Information

•No referral(s) provided

•Callers requested specific information

Callers Received Information & Referral(s)

•Callers presented questions or problems

•Information & referral(s) to services were provided

Callers Received Assistance – No Referral

•No referral(s) required

•Listening, problem solving offered

Callers Received Advocacy Support

•Callers requested assistance to connect with referrals

•Assisted transfers to referral(s) was provided

Callers Received Crisis Intervention

•Callers experiencing crisis or psychiatric emergency

•Assisted transfer to specialized crisis lines or response services provided

Callers Received Follow Up

•Callers required immediate services & assurance that contact was made

25,852

22,110

3,825

139

24

21

Ca

ll O

utc

om

es


•Callers required immediate services & assurance that contact was made

•Follow up calls were made to ensure needs were met21

energy assistanceCallers seeking

97 Referrals toAdditional services

420 Intakes for Winter Warmth

Depleted Funds Affected

40 Households

Ca

ll O

utc

om

es

Bruce & GreyCounties

294 Intakesfor Bruce/Grey

BackpackProgram

1,338 Calls for Christmas Assistance

513 Intakes192 Referrals


What 252 Surveyed Callers Said

Unmet Needs & Service Gaps

Measuring Impact

93%93%93%93%Followed up

on referrals

94%94%94%94%Received the

help needed

99%99%99%99%Understood

Information

Provided

99%99%99%99%Will Call

Again

100%100%100%100%Will

recommend

211 to others


� Affordability� Eligibility� Transportation� Wait Lists� Accessibility

Unmet Needs & Service Gaps

Unmet NeedsAre a Result of:


Number of Calls by County/District

- 2,041

- 5,594

- 158

- 2,372

- 929

- 1,979

- 1,496

- 386

- 1,175

- 1,820

- 32,545

- 1,597


14.3% Financial Assistance

12.9% Housing/Utilities

12.7% Government (all levels)

11,1% Health Services

7.6% Volunteering/Donations

5.8% Legal Assistance

5.5% Mental Health & Addictions

5.1% Food & Meals

4,1% Recreation

3.9% Home Supports

Why They Called


Central East Counties/Districts

Bruce County

66,102Population

2009211 Service

Launched

0

500

1000

1500

2000

2500

2009 2010 2011

Annual Call Volume Growth


12.8% Volunteer/Donations



4.8% Food & Meals

36.5% Housing & Utilities

2011 Top Five Caller Needs2011 Unmet Needs/Service Gaps

Unmet needs are typically

a result of affordability,

eligibility, accessibility,

or wait lists.


0

1,000

2,000

3,000

4,000

5,000

6,000

2009 2010 2011


Grey County

92,568Population

2009211 Service

Launched



2011 Unmet Needs/Service Gaps




or wait lists.



5.6% Health Services

5.0% Food & Meals


2011 Top Five Caller Needs


0

20

40

60

80

100

120

140

160

180

200

2009 2010 2011


Haliburton County

17,026Population

2009211 Service

Launched

Annual Call Volume






or wait lists.


11.5% Recreation

6.6% Environment





0

500

1,000

1,500

2,000

2,500

3,000

2010 2011


Huron County

59,100Population

2010211 Service

Launched






5.2% Consumer Services






or wait lists.


0

100

200

300

400

500

600

700

800

900

1,000

2009 2010 2011


City of Kawartha Lakes

73,214Population

2009211 Service

Launched













or wait lists.


0

500

1000

1500

2000

2500

2008 2009 2010 2011


District of Muskoka

58,047Population

2008211 Service

Launched




14.2% Home Supports


8.4% Transportation







or wait lists.


0

200

400

600

800

1,000

1,200

1,400

1,600

1,800

2,000

2009 2010 2011


Northumberland County

82,126Population

2009211 Service

Launched

Annual Call Volume






or wait lists.








0

50

100

150

200

250

Jan-Mar Apr-Jun Jul-Sep Oct-Dec


District of Parry Sound

42,162Population

2011211 Service

Launched







or wait lists.



9.7% Food & Meals

9.1% Home Supports




0

200

400

600

800

1,000

1,200

1,400

2010 2011


Perth County

75,122Population

2010211 Service

Launched






9% Financial Assistance

18% Housing & Utilities





or wait lists.


0

200

400

600

800

1,000

1,200

1,400

1,600

1,800

2,000

2009 2010 2011


Peterborough County

134,933Population

2009211 Service

Launched







or wait lists.




7.7% Mental Health & Addictions




0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

2006 2007 2008 2009 2010 2011


Simcoe County

446,063Population

2005211 Service

Launched





9.0 Housing & Utilities







or wait lists.

211 is here to help

211 is a three-digit phone

number and website that

provides information and

referral to community

and social services in

Ontario. Our Certified

Information and Referral

Specialists are caring,

understanding and

knowledgeable, and pride

themselves on their

ability to connect you

with the services you

need.

When you don't know

where to turn, call 211where to turn, call 211

With information on more

than 56,000 agencies and

services, we can help you

find the answers you

need, quickly and easily.

Our phone service is open

24 hours a day, every day

of the year, and is

available in more than

150 languages.

Find the information

you need at

www.211ontario.ca

If you need help finding

the services that are right

for you, visit

www.211ontario.ca for a

directory of more than

56,000 agencies and

services in Ontario. Our

easy-to-use website is

fully searchable, updated

frequently and is available

in both English and

French versions.

2011 211 central east ontario needs & trends report

Documents

central east ontario176

community events

community connection275

connection tracks

problemsinformation

referrals madesince

ontario l9y

ontario works19