2017 Trends Analysis Annual Report United Way/211 Texas Alamo Region
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1 2017 Trends Analysis Annual Report United Way/211 Texas Alamo Region Texas /United Way Help Line is a public/private partnership between Texas Health and Human Services Commission and United Way of San Antonio and Bexar County.
2 211 Texas Alamo Regional Data Texas, Alamo Region is one of 25 Area Information Centers that comprise the Texas Information and Referral Network, a program of the Texas Health and Human Services Commission. The Call Center provides information and referral to community, health, and disaster services 24 hours a day, 7 days a week, 365 days a year. Kerr 1,270 Total Call Volume 191,127 Bandera 458 Medina 1,515 Frio 814 Gillespie 374 Kendall 714 Bexar 130,549 Atascosa 2,354 Comal 3,017 Statewide calls handled by Alamo 46,040 Guadalupe 2,311 Wilson 1,102 Karnes 609 * Total Website Visits* 89,269 Top 10 Topics Searched Online Housing Rent Assistance Emergency Food Assistance Utility Assistance (Electric) Medical Care Mental Health Emergency Shelter Dental Care Employment Transportation Across the country, call centers are experiencing a decrease in call volume, but an increase in the number of visitors navigating the online website to locate resources. In 2017, Alamo experienced a 21% increase in visitors to and
3 211 Alamo Call Volume Trends Total Number of People Served 400, , , , , , , , , , , ,000 50,
4 211 Alamo Call Data Call Specialists have access to the most comprehensive database of community, health, and disaster services. The 211 Alamo Database contains more than 680 local nonprofits, faith-based organizations, and government agencies, offering more than 1,754 services in addition to national and statewide services. National standards are in place to ensure that records are accurate and up-to-date. Call Type Total Request Method Total Referral 102,540 Phone 190,733 Transfer to HHSC* 65,493 Information 8,844 Administrative/Other 13,882 Advocacy 242 Crisis Intervention Fax 4 Relay 18 Walk-in* 4 * Calls transferred to HHSC Eligibility from recipients who have questions about their public benefits such as Food Stamps/SNAP, Medicaid, Temporary Assistance to Needy Families (TANF), Children s Health Insurance Program (CHIP), Women, Infants and Children Program (WIC) and the Medicare Savings Program. *Walk-ins are not encouraged, as direct services are not provided on-site.
5 211 Alamo Top Zip Codes Top Zip Codes in Bexar County Zip Code Total Calls , , , , , , , , , , , , , , ,496 Top Zip Codes in Surrounding Counties County/City Zip Code Total Calls Atascosa County/Pleasanton ,008 Bandera County/Bandera Comal County/New Braunfels ,616 Frio County/Pearsall Gillespie County/Fredericksburg Guadalupe County/Seguin ,342 Karnes County/Kenedy Kendall County/Boerne Kerr County/Kerrville ,353 Medina County/Devine Wilson County/Floresville Calls from the these zip codes represent 46% of all calls in 2017.
6 211 Alamo Caller Demographics The Call Center is accredited by the Alliance of Information and Referral Systems (AIRS), a professional membership association for community information and referral providers. National standards are in place to ensure quality service delivery. Bilingual Call Specialists are available to assist callers in Spanish, and also have access to Language Line Translation services. This service is accessible 24/7/365; all calls are completely confidential , ,574 Refused/Unk 18, ,131 Calls by Age Group ,602 Spanish 11,762 Other 680 Calls by Language , ,361 English 178,685 77% of callers were female First Time Callers 16% Previous Callers 71%
7 211 Alamo Caller Needs Texans dial for several reasons. Option 1 provides information about local resources; Option 2 provides information about state public benefits; and Option 4 provides registration for evacuation transportation during emergencies or disasters plays a key role in the response to natural and man-made disasters in Texas. Most recently, 211 Alamo assisted callers during Hurricane Harvey which made landfall along the Texas Gulf Coast on August 25, Alamo Call Specialists provided vital disaster-related information and referrals to callers in need. Top 10 Needs Alamo Region Option 1 Top 10 Unmet Needs Alamo Region Top Needs HHSC Eligibility Option 2 1 Utility Assistance (Electric) 1 Rent Assistance 2 Rent Assistance 2 Utility Assistance (Electric) 3 Emergency Food Assistance 3 Housing 4 Housing (Public/Section 8) 4 Transportation 5 Aging and Disability Resource Center 5 Medical Care 6 Medical Care 6 Emergency Food Assistance 7 Domestic Violence 7 Emergency Shelter 8 Child Care 8 Gas Money 9 Utility Assistance (Water) 9 Utility Assistance (Water) 10 Prescription Assistance 10 City/County Services Food Stamps/SNAP Medicaid Medicare Savings Program CHIP Children s Health Insurance Program TANF Temporary Assistance to Needy Families WIC Women, Infants and Children Program Disaster-Related Needs Hurricane Harvey 9-1-1/Emergency Assistance Evacuation Information/Road Closures D-SNAP (Food Stamps) FEMA Disaster Assistance Mass Care Shelter Food/Mass Feeding/Points of Distribution Disaster Unemployment 211 Alamo answered more than 11,990 calls from people affected by Hurricane Harvey
8 211 Alamo Military Call Volume Trends Call Specialists are trained to assess the needs of all military and veteran families who call Although most of the programs in our database are available to anyone, some are specific to the military and veteran population. 18,000 17,510 16,000 14,284 14,000 12,000 11,360 11,144 10,000 8,000 7,724 6,000 4,000 2,
9 211 Alamo Military Needs Top 10 Needs Top 10 Unmet Needs 1 Utility Assistance (Electric) 1 Disaster Assistance 2 Rent Assistance 2 Housing (Public/Section 8) 3 Disaster Assistance 3 Utility Assistance (Electric) 4 Food Stamps/SNAP 4 Rent Assistance 5 Emergency Food Assistance 5 Transportation/Traveler s Aid 6 Housing (Public/Section 8) 6 Emergency Food Assistance 7 Aging and Disability Resource Center 7 Gas Money 8 Veteran Benefits 8 Medical Care 9 Medicaid 9 Emergency Shelter 10 Utility Assistance (Water) 10 Aging and Disability Resource Center Military Status of Callers: 98.5% were Veterans while 1.5% were Active Duty
10 211 Alamo Contact Us Dial anywhere in Texas or call toll-free at (Option 1) Visit us online at Get Help tab or us at Mail to 211/United Way, PO Box 898, San Antonio, TX
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