Reports outlines progress of 2-1-1 call center




GENESEE COUNTY — Resource Genesee released an annual report to the community on the progress of its 2-1-1 call center on Oct. 30.

By dialing 2-1-1, callers can receive confidential access to health and human service information and referrals 24 hours a day, seven days a week. The 2-1-1 service provides callers with help on such issues as food, housing, employment, health care and counseling.

The call volume for the service from July 1, 2011 to June 30, 2012, was 12,423 calls for Genesee County. Since the official launch of the 2-1-1 services in June of 2011, the average call volume is over 1,035 calls per month, with the heaviest amount of calls coming in May and June of 2012.

The top three service request categories during July 2011 to June of 2012 was utility assistance, housing and shelter and material goods with 3,102, 2,775 and 1,412 received calls during that period, respectively.

Other service request categories receiving over 800 calls from July of 2011 to June of 2012 were health care, community services, food assistance and individual and family life.

The highest number of referrals made during the period of July 2011 to June of 2012 were to the Department of Human Services, the Salvation Army and Love, Inc. Other referrals made during that time were to such as agencies as Catholic Outreach, Carriage Town Ministries and Hamilton Community Health Network.

However, the service was unable to meet the needs of some callers. The top three service categories for unmet needs were utility assistance, housing and shelter and transportation.

Thirty-two percent of the callers using the service were between the ages of 36 and 50, while 27 percent of callers were between 21 and 35 years old and 25 percent were between 51 and 64 years old.

Further, the service was predominantly used by Caucasian and African American callers, with 53.5 percent callers being Caucasian and 40.5 percent being African American. The vast majority of callers were women, accounting for 77 percent of the calls.

Finally, the bulk of the calls, at 66.9 percent, during the period of July of 2011 to June of 2012 were from Flint residents.

The 2-1-1 information and referral service is provided through cooperative efforts and funding by the United Way of Genesee County, Resource Genesee and the Charles Stewart Mott Foundation.


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