Steuben County One Call Service 1 CTAA One Call – One Click Transportation Services Toolkit Washington D.C. 12/02/10 Patrick J. Rogers Executive Director The Institute for Human Services, Inc. Note: Patrick Roger’s YouTube video presentation begins with Slide #14.

Outline The service region About us Steuben Coordinated Transportation 211 Helpline Funding Lessons learned Questions

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A ccess to M obility I ntegrating S teuben H ighways 4

AMISH 5

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Steuben County Population: 98,236 Area: 1,393 sq. miles 70.9 persons/sq. mi. Corning, Bath, Hornell 7

IHS incorporated as a 501(c)3 in 1984 for the purpose of: providing information and referral for human services reduce duplication of services address transportation needs 8

Mission The mission of the Institute is to improve the quality of life in the Southern Tier by increasing our member agencies’ capacity for success. Vision The Institute will serve as a model for excellence in nonprofit management and will be recognized in the Southern Tier as the first point of contact for management solutions by human service Planners, Funders and Providers in the Southern Tier of New York State.. 9

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IHS Funding Streams

IHS Collaborative Initiatives Purpose: information and referral to human services reduce duplication of services and address transportation needs 12

Transportation Providers in Steuben County 13

14 Who should be on the SCT Advisory Committee ?

Hornell Bath Corning 15 Elmira

16 IHS Helpline Business Model

For your transportation needs in Steuben County, simply dial Helpline Contact Center Dial or

211 HL Technology phone number programmed for five counties, toll-free, 24/7/365 Call center with sufficient capacity to meet growth in call volume ACD (automatic call distribution) adequate to provide appropriate call routing, system upgrade in design stage Computerized, networked database & data collection system Database for call specialists also drives searchable website, directories Volunteer clearinghouse system Trained and committed staff, many with C.I.R.S./C.R.S. 18

Process to include Transportation Resources in 211HL Collected additional details about services offered by a wider range of providers Reviewed 511 services Developed specific protocols – Call screening – Providing referrals – Synchronizing information to website Trained on-site & after-hours staff New information shared regularly within 211 HL, SCT Program Director & SCT Mobility Manager 19

Helpline data analysis

2-1-1 Call Center for One Contact Transportation Service 21

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2-1-1 Helpline 23

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SCT-VP web page and resource links 26

Ride Share 27

2-1-1 Helpline: Give Help 28

2-1-1 Helpline Steuben County DSS United Way of Southern Tier Chemung DSS Contracted Services DOT MM program IHStech Fee for Services Program Supported Services IHS Management Support Services Contract Administration Consulting Program Supported Services IHS Lead Agency Services Contract Administration UWST Foundation Support Steuben Coordinated Transportation Mobility Management NYS DOT MM program Steuben County Program Supported Services Resource Planning and Development Fee for Service Consulting Program Supported Services Steuben Coordinated Transportation - VP Office for the Aging UWST DOT MM program Program Funding Sources 29

Learning Points from IHS SCT-MM Neutral convener for Lead Agency 3. Distributive model Each keep own identity Have common link/logo 4. Utilizing single call center (2-1-1 is great!) 5. Be entrepreneurial/leverage resources Integrate related services Develop multiple funding streams 1. Leverage existing providers/capacity Mix of Public/Nonprofit/Private Each with individual funding sources Resource development support provided by IHS

Questions ? 31 Thank You