2-1-1 is not just another community investment. It’s a community impact tool that
when leveraged can increase the effectiveness of all of United Way’s work. Whether
your 2-1-1 is local or statewide, in-house or contracted out, there are tactics you can
use to integrate 2-1-1 and enhance your results in education, income and health.
United Way
Campaign
Special
Projects
United Way
Investments
2-1-1
Volunteerism
Advocacy
Connecting 2-1-1 to United Way’s work
Tactics for integrating
2-1-1 into existing
work in Education,
Income & Health
(campaign,
investments, advocacy,
volunteerism)
Examples of special
projects where 2-1-1
can have a role in
projects to enhance
results in Education,
Income & Health
Integration Tactics
•
Move 2-1-1 off the back page of the brochure.
Add 2-1-1 data tidbits (call volume, # of resources,
etc.) throughout where they relate to Education,
Income & Health. Example
•
Publish local (county-specific) 2-1-1 results on your
website.
•
Include links to 2-1-1 database on varying community
service topics in your Social media.
Integration Tactics
•
Use 2-1-1 as a source of success stories. Example
•
Use 2-1-1 tidbits (need statistics) to illustrate
compelling situations in your community.
•
Don’t miss the opportunity when talking about
United Way to use 2-1-1 to position United Way as a
problem-solver for the residents of our community in
speeches.
Integration Tactics
•
Add 2-1-1 to your recorded phone greeting/on hold
message.
•
Print 2-1-1 cards on the back of business cards and 21-1 posters on the reverse side of campaign posters.
Examples
•
Invite board members & campaign volunteers to visit
2-1-1 center, observe calls, etc.
•
Include 2-1-1 call center in impact tours, agency fairs,
etc.
Integration Tactics
•
Use 2-1-1 recorded calls (or mock calls) to convey
importance of community investment fund.
•
Require funded agencies to list and update their
programs in the 2-1-1 database.
•
Provide 2-1-1 logos/web banners/templates to
funded agencies to use as a tool on their websites to
link their customers with community resources.
Example
Integration Tactics
•
Share 2-1-1 needs reports with funding volunteers.
Example
•
Train funding volunteers to use the 2-1-1 online
database as a tool for researching community
resources.
•
Use 2-1-1 as a “watchdog” on agencies using
enhanced follow-up procedures.
•
Analyze 2-1-1 data and use to support the case when
doing system advocacy work.
Integration Tactics
•
In communities where there is no volunteer center, use 2-1-1
to track volunteer opportunities & donation needs/wish lists
•
Share 2-1-1 information with human resource contacts at
companies with workplace campaigns.
•
Use 2-1-1 data to map resources and needs (2-1-1 online
map, google maps, GIS, etc.) Example
•
Write 2-1-1 into your United Way’s strategic plan as a way to
gain information about community needs and link people
with solutions.
Special Projects - Roles for 2-1-1
Information
Data Collection
Referrals
Reporting
Enhanced Referrals
Volunteer Matching
Pre-Screening
Continuity/Capacity in Disaster
Intake/Enrollment
Multi-channel Access
Coaching
24/7 Access
Follow-up
Multilingual Access
Special Projects - Education
Youth Success
Initiative
• 2-1-1 community resource data about services was mapped
and used by United Way and community partners in a youth
success initiative to increase the availability and quality of
services to support middle school youth. (Asheville, NC)
Kids Need
Quality
• United Way created a public education campaign calling on
parents to ask more questions about the quality of their child
care. Radio, TV & billboard ads promote 2-1-1 as the number
to call for information. (Indianapolis, IN) Example
Bullying Line
• In collaboration with a TV station, United Way and 2-1-1 will be
a part of a year-long media campaign to educate their
audience regarding bullying and its affect on children. 2-1-1
will be the number to call for resources. (Cleveland, OH)
Special Projects - Income
Get Not
Out
• 2-1-1 is the promoted number for a “Get Not Out of Your Life”
workforce campaign to encourage people to take the first step
to increasing their skills and finding employment. (15counties, NC) Billboard
Tax Help
• 2-1-1 was a promoted number to call for income tax help and
also offered information to people who called 2-1-1 for other
reasons. 2-1-1 set appointments for people to receive free
volunteer income tax assistance. (Greenville, SC)
Going
Home
• As part of “Going Home to Stay” project, 2-1-1- creates and
mass-produces a directory of services targeted persons about
to get out of prison, ex-offenders, family members, churches
and community organizations. (Cleveland, OH)
Special Projects - Health
My Body, My
Test
• “My Body, My Test” is a research study to help prevent cervical cancer
by enabling them to test for HPV at home and connecting them with
clinics for additional services. 2-1-1 offered information about the
study to callers, conducted pre-screenings, and provided referrals for
the health intervention. (NC) Promotional Piece
My 2-1-1
Coach
• Researchers partnered with United Way to explore using 2-1-1 for
voluntary participation in six types of cancer screenings. Callers who
were interested and willing to access prevention and screening
services were provided additional services (transportation,
appointment reminders, follow-ups, etc.) by 2-1-1. (St. Louis, MO)
Problem
Gambling Line
• The 2-1-1 center operates a specialized, statewide hotline for problem
gambling and provides information and referrals for services such as
support groups, gambling counseling, and self exclusion programs.
(Cleveland, OH)
Special Projects - Principles for Partnerships
Mission Fit for 2-1-1
Alignment with UW goals
Database Inclusion Policy
Funding Availability
Impact on Service Levels
Staffing Options
Technical Requirements
Training Requirements
Relationships With Other Agencies
Data Requirements
Cost to do the Work
Value of Access to 2-1-1 Callers
Timeline & Exit Plan
Exit Plan
Sustainability
•
•
Marti Morris, NC 2-1-1 Director, (704) 996-0422,
[email protected]
Rachael Nygaard, NC 2-1-1 Asheville Center Director, (828) 239-1037
[email protected]
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Example
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