2-1-1 Works.
2-1- 1 Texas A Call for Help Community Resource Center
Caller Needs and Trends
January 1, 2010 through December 31, 2010
PO Box 82, Abilene, TX 79604
Dial 2-1-1 or 325-673-2811
The West Central Texas Area Information Center is a part of the Texas Information and Referral Network, a program of the Health
and Human Services Commission, in collaboration with United Way of Abilene, City of Abilene, and the Workforce Solutions of
West Central Texas Board.
2-1-1 Texas A Call for Help Community Resource Center
Caller Needs and Trends
January 1, 2010 through December 31, 2010
Call Volume
2-1-1 A Call for Help
Disaster/ Warm Center
Total
2010
57,840
297
58,137
2009
24,439
514
40,272
% Change
Call Distribution by County
45%
-42%
37%
Brown
Callahan
Coleman
Comanche
89
Call Statistics
Average Speed of Answer
Average Length of Call
Percentage of Abandoned Calls
2010
0:14
2:31
3.38%
Other Language Calls
2010
2009
Spanish
3,167
1,776
212
25
Other
Non-Telephone I&R
2010
2009
A Call for Help Walk-Ins
316
1,464
Email
258
n/a
Follow-ups on Referrals
Attempted
Successfully Completed
2010
1,828
771
I&R Calls at a Glance
Information
33,057
Referral
17,563
Advocacy
560
Disaster
297
Operations
4,269
% of Total Referrals Follow-up Standard
10.40%
10%
42.17%
n/a
Top Needs
Met
Electric Bill Payment Assistance
Food Pantries
Rent Payment Assistance
Water Service Payment Assistance
Gas Bill Payment Assistance
Unmet
Gas Money
Bus Fare
Electric Service Payment Assistance
Rent Payment Assistance
Utility Deposit Assistance
6
25
231
68
105
1,053
170
797
26,680
322
Eastland
Fisher
Haskell
Jones
Kent
Knox
Mitchell
Nolan
Runnels
29
79
180
724
547
215
338
1,197
*25,330 other AIC Regions; 38 refused/unknown
Scurry
Shackelford
Stephens
Stonewall
Taylor
Throckmorton
Alliance of Information and Referral Systems (AIRS) Big Count
2010
67
1,505
4,480
379
368
9,847
4,310
12,083
8,092
3,389
1,552
2,398
541
244
5,764
297
Art, Culture and Recreation
Clothing/Personal/Household Needs
Disaster Services
Education
Employment
Food/Meals
Health Care
Housing/Shelter
Income Support/Assistance
Individual, Family and Community Support
Information Services
Legal, Consumer and Public Safety
Mental Health/Addictions
Other Government/Economic Services
Transportation
Volunteers/Donations
2009
46
1,381
4,616
230
289
6,213
3,723
12,023
4,522
2,511
784
1,794
443
126
3,709
104
% Change
46%
9%
-3%
65%
27%
58%
16%
0%
79%
35%
98%
34%
22%
94%
55%
186%
The AIRS’ “Big Count” is a national key categories compilation of I&R problem/needs for the purpose of consistent
and credible reporting of community needs across jurisdictions.
14,050
12,050
2010
10,050
8,050
6,050
4,050
2,050
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United Way of Abilene Community Resource Center—January 2011
EXECUTIVE SUMMARY
Photo courtesy Erin Shilcutt
Using demographic and caller needs, 2-1-1 Texas A Call for Help publishes the annual
Caller Needs and Trends Report to give insight into the community’s ever
ever--changing needs.
58,137 calls were handled by 2
2--1-1 Texas West Central Area Information Center in
2010, answering 37% more calls in 2010 than 2009.
All Operational Excellence Standards for service level, follow
follow--up, etc., were met
and/or exceeded in 2010.
All Problem/Need Categories saw increases in 2010, except for Disaster which
decreased by 3%.
79 % increase in callers asking for assistance and referrals for Income Support and
Assistance.
In 2010, 2
2--1-1 Texas A Call for Help provided special I&R assistance for H1N1
influenza and stepped up outreach efforts to the Military.
Our call center compiles data for 19
19--counties of West Central Texas to support
planning for services, which may be needed in the future.
2-1-1 Texas Information and Referral Network supports our mission to change community
conditions and help all in West Central Texas in need, so everyone has the opportunity to
succeed.
2-1-1 Texas A Call for Help is accredited by the Alliance of Information and Referral Systems (AIRS) which provides a professional umbrella for all I&R providers. A Call for
Help helps people in West Central Texas and operates as a critical component of the health and human service delivery system.