1. CELEBRATING 44 YEARS OF COMMUNITY IMPACT!
2-1-1/LIFE LINE
CELEBRATING 44 YEARS
OF COMMUNITY IMPACT!
211 LL is a Mission Program of Goodwill of the Finger Lakes, its through our business enterprises (Goodwill Stores) that support our mission which is to “Prepare and empower people with barriers to independence to be self-sufficient and contribute to their families and communities”

2. 1973

3. 2017

4. What is 2-1-1/LIFE LINE?
Provider of Crisis/Suicide Intervention and Information & Referral Services (I&R) to the community since 1973.
Original LIFE LINE number still accessible:
2-1-1 Dialing Access added in 2005
Primary Service Area: Monroe, Wayne, Livingston, Ontario, Cayuga and Seneca Counties
24/7 operations
Web based accessible

5. We only do senior daycare
I want to
kill myself
I need to find
childcare
My child is
on drugs
I can’t pay
my rent
I want to
volunteer
We can’t help with that
We only do senior daycare
I’ll try to transfer you to an agency who can help
We don’t need volunteers
I don’t know about those resources
People in search of health and human service programs often do not know where to turn
We only know about domestic violence programs
I don’t know, please hold.
We don’t
serve your
area

6. What is Information & Referral (I&R)
Organizations that connects people with vital services:
Federal, state and local government agencies
Private, non-profit agencies
Libraries
Neighborhood and civic organizations

7. Comprehensive I&R
2-1-1/LIFE LINE is uniquely positioned as local experts on what services are needed and available throughout the communities we serve, listing a broad range of programs and services
Individual Family and Community Support
Information Services
Legal Consumer and Public Safety Services
Mental Health/Addictions
Top Level Need Categories:
Other Government/Economics Services
Transportation
Arts Culture and Recreation
Utility Assistance
Clothing/Personal/Household Needs
Volunteers/Donations
Disaster Services
Education
Employment
Food/Meals
Health Care
Housing
Income Support/Assistance

8. What do I&R Programs Do?
I&R Specialists work with callers/chat visitors to find help by:
Assessing needs and helping to determine options and best course of action
Determining eligibility for other programs
Intervening in crisis situations
Advocating for the person in need, as needed

9. Yes, I can connect you with someone who can help…
I want to
kill myself
I need to find
childcare
I can’t pay
my rent
I want to
volunteer
My child is
on drugs
2-1-1
2-1-1, how may
I help you?
Yes, I can connect you with someone who can help…
Drug
Rehabilitation
Center
Volunteer
Center
Rental
Assistance
Program
Child Care
Resource
And Referral
Mobile Crisis
Team

10. Crisis Intervention & Suicide Hotline Services
What makes us a crisis hotline?
Accredited as a Crisis Center by the American Association of Suicidology
All staff trained in the ASIST model of suicide first aid
Member of the National Suicide Prevention Lifeline network of crisis centers ( TALK and 800-SUICIDE), also providing backup to other centers in the network.
Provides primary coverage for all of 585 and coverage for some areas of 315, 607 and 518

11. Information & Referral Services
What makes us an I & R service?
Accredited program through the AIRS (Alliance of Information & Referral Systems)
All eligible staff are Certified Information and Referral Specialists (CIRS) or Certified Resource Specialists (CRS) – a national/international certification test
Up to date community resource database of over 6,100 programs

12. Information & Referral Services: Coverage Area
What is our coverage area?
Hub site for the Finger Lakes Region which covers 13 counties (Allegany, Cayuga, Chemung, Cortland, Livingston, Monroe, Ontario, Schuyler, Steuben, Tompkins and Yates Counties)
Additional counties covered by four regional partner sites covering evenings, weekends, & holidays

13. Finger Lakes Regional Map

14. 2-1-1 and I&R
2-1-1 is an easy to access & remember telephone number providing I&R that meet national/state standards.
Designated by the FCC and National Network (and Canada) making it easy to directly connect callers to their local or regional contact center.

15. What are N-1-1 Numbers?
Three digit codes of which the first digit can be any digit other than 1 or 0, and the last two digits are both 1. There are only 8 possible N-1-1 codes, making N-1-1 codes among the scarcest of numbering resources.
Non-emergency police and government services
Directory assistance
Transportation and traffic information
Telephone service problems/customer service
Deaf and hard of hearing relay service
“Call Before You Dig” listing of underground utilities
Emergency police, fire, ambulance
5-1-1, initially designated for road weather information, is a transportation and traffic information telephone hotline in some regions of the United States and Canada. Travelers can dial the three-digit telephone number on traditional landline telephones and most mobile phones. It is an N11 code of the North American Numbering Plan that are used for special services. The number code has also extended to be the default name of many state/provincial transportation department road conditions websites, such as Wisconsin's site.[1]
As of March 2001, at least 300 telephone numbers existed for travel information systems in the United States. To overcome the confusion caused by this array of numbers, the United States Department of Transportation (USDOT) petitioned the Federal Communications Commission (FCC) for a national assignment of a single three-digit N11 dialing code. On July 21, 2000, the FCC assigned 511 as a nationwide telephone number for ITS traveler information,[2] along with for social services. Its use is being promoted by the USDOT's Intelligent Transport Systems initiative.[3]
The first 511 traveler information system to launch was in the Cincinnati-Northern Kentucky metropolitan area in June 2001.[4]
The first statewide 511 traveler information system was launched across the state of Nebraska in October 2001.[5]
611 is the abbreviated dialing telephone number used to report a problem with telephone service, or with a payphone. Many wireless phone providers also use 611 or *611 as a general customer service access number; most do not count calls to 611 against the minutes in subscribers' calling plans, or assess any extra charges for 611 calls. A service from RANGER Wireless Solutions exists called 611 Roaming Service, which allows wireless phone customers to dial 611 and they will be connected to their own customer service department regardless of the network to which they are connected. In 2010, Dial611.com was launched [1] as a consumer site to educate wireless users about the free 611 service from their mobile carrier.
Prior to the introduction of Direct Distance Dialing (DDD) in the 1950s, which required dialing "1" to initiate a DDD call, the number for "Repair" was ("Information" was 1-1-3). All existing local numbers beginning with 1 had to be changed, so 114 and 113 (and others) changed to 611 and 411, respectively.[2]
The 611 number is not officially assigned by the United States Federal Communications Commission (FCC) or the Canadian Radio-television and Telecommunications Commission (CRTC), but both have chosen not to disturb the assignment as it is generally recognized across the North American Numbering Plan Administration (NANPA).[3]

16. What is a typical call to 2-1-1?
2-1-1 centers respond to all kinds of human service needs
Frequent needs include:
Financial assistance with rent or utilities
Housing
Food
Where to donate goods
Mental health counseling or support groups
Employment assistance
Legal aid
Parenting classes

18. Total number of contacts handled by phone, chat or email in 2016
149,083
Total number of contacts handled by phone, chat or in 2016

19. 2017 Contracts 2-1-1/LIFE LINE Core Services White House Letters
Coordinated Access for the Homeless
CCSI Navigator
2-1-1 Mid-York
NSPL/NSPL Backup
2-1-1 Finger Lakes Partner Sites After Hours/Weekend
Cancer Services
Crisis Chat Services
Disaster Distress Helpline
These are other contracts we answer

20. 2-1-1/LIFE LINE Service Requests 2016

21. 60,186 Requests seeking help for suicide and mental health concerns

22. “My brother’s behavior has become erratic
“My brother’s behavior has become erratic. I’m afraid he isn’t taking his medication. What can I do?”

23. “Detox is the only thing that can help me
“Detox is the only thing that can help me. But I don’t have insurance to pay for it.
What can I do?”

24. 36,526 Requests seeking help with basic needs (food, housing/shelter, etc.)

25. “Our landlord won’t fix the furnace. My children are cold.
What can I do?”

26. What Can 2-1-1/LIFE LINE Do for the Community?
2-1-1 is a useful planning tool. By using aggregate data about types of calls, communities are in a better position to understand and anticipate demand for services and mobilize resources to meet changing needs
2-1-1 can play a pivotal role in time of disasters and public health emergencies to assist in the dissemination of information to our community

27. Why is 2-1-1/LIFE LINE Good for My Agency?
Free access to the region’s health and human service program information 24/7 via telephone or web self-search. Live Chat available 7 days 8am-11pm
By helping us keep your agency/program data accurate, we can make sure we are directing only those people who you are able to serve
Accurate referrals means less wasted time for your staff in redirecting inappropriate inquiries to other services
Your services will be publicized without any further effort on your part
2-1-1 can save agency time from maintaining your own resource list, you can simply call, or go to the web to get it

28. Faster Access to Comprehensive Information
“As a Social Worker in an emergency room, I need fast and accurate resource information for my patients before they are discharged. I access the 2-1-1/LIFE LINE website to find all of the information I need, print it out, and give it to my patients to take home with them.”

29. For More Information… National: State:
(information on goals and progress of movement across the country)
(directory of all 2-1-1s in the US and Canada)
State:
Local:
(community resource database search, access live chat, request literature, request change/update to your program listing)
2-1-1 Finger Lakes partner sites: