2-1-1 San Diego is the trusted community information hub for our region connecting people with more than 6,000 community, health and disaster support resources and services 24-hours per day. 2-1-1 San Diego is not a government agency, but a local nonprofit organization with an established business model of fee-for-service contracts with government, nonprofit and corporate partners. 2-1-1 San Diego not only connects people to the services they need, but provides vital trend information for community planning.
Every hour of every day people search for services they need to build and sustain healthy lives. We know that for the most vulnerable, this can seem insurmountable.
Providing information for food assistance, housing, senior services, health-related resources, legal services, support groups, substance abuse assistance, childcare, behavioral health, utility assistance, military and veterans services and so much more, we strive to create a healthy environment for our community. We care about their health, we care about the food they eat, their access to services. We believe in making complex systems simple for everyone from the funder of a program, to the agency we refer to, and most importantly for the client.
As the region’s primary connection to community, health and disaster support services through its free, 24/7 call line and searchable online database, 2-1-1 San Diego makes more than 400,000 connections each year.
By understanding our clients’ income, 2-1-1 San Diego can offer better referrals to services and report trend data to our community.
2-1-1 San Diego can serve clients in more than 200 languages.
The top 10 languages of callers are:
*Totals based on client responses. Some clients may have responded to some questions and declined to state on others.
Using the power of technology, 2-1-1 San Diego connects more than a quarter of a million individuals each year to the help they need. Our real-time client data provides 2-1-1 San Diego with trends in the community and can assist policymakers in community planning. 2-1-1 San Diego is the voice of the people.
At 2-1-1 San Diego the quality of the call is more important than the quantity of clients we assist on a daily basis. Understanding the callers’ situation and getting them to the correct services the first time is inherent to everything we do.
Over a three-year period, our client satisfaction rate has increased year after year. This means the referrals we are giving our clients are more relevant to their individual situations than ever before. Over 95% of our clients say that they would refer us and use us again!
...and we take them seriously! In 2013 we successfully completed the Alliance of Information & Referral Systems (AIRS) re-accreditation standards that set the bar for how we do business. But being re-accredited doesn’t mean our work is done. By 2-1-1 San Diego standards, “quality” means not just meeting, but exceeding, our client expectations. Re-accreditation has become our launching pad for an even higher quality and improved customer experience in the future.
“My child was having difficulty socializing with other kids, so I called 2-1-1 who connected me with Children and Parenting Services through First 5.”
2-1-1 San Diego, with the First 5 Commission of San Diego, has a dedicated First 5 specialist that answers the First 5 warm line. In addition, all 2-1-1 Client Service Representatives are trained to refer individuals to all health, learning, family and community programs. Last year 2-1-1 San Diego served more than 37,348 families and 96% were satisfied with the services provided.
“I called 2-1-1 to find out where I could get help with my taxes, and 2-1-1 told me about the MyFreeTaxes program where I could do my own returns completely free. I was also able to receive my EITC credit and a big refund.” –Shannon
As a partner in the San Diego THRIVE initiative, 2-1-1 San Diego promotes tax assistance sites and provides outreach for Earned Income Tax Credits (EITC) to our callers. This year 2-1-1 San Diego participated in a pilot program to schedule VITA tax appointments over the phone. We scheduled 1,432 appointments, 76% of all appointments scheduled in San Diego! We also took our program national through a partnership with United Way Worldwide to answer calls from people needing assistance completing their taxes using the myfreetaxes.com website.
“My family was told to evacuate our home. I called 2-1-1 to find the nearest shelter and was helped within minutes.” –James
2-1-1 San Diego serves as the County of San Diego’s 24/7 disaster information line where people are connected to a highly trained team providing up-to-date information in an emergency. 2-1-1 San Diego also manages the county’s spontaneous volunteer database for handling the deployment of volunteers during disasters. In the last year, our volunteer disaster team membership has increased to more than 300, and our volunteers and staff participated in more than 30 trainings to keep 2-1-1 San Diego ready for a disaster.
“2-1-1’s Benefit and Enrollment staff made applying for the CalFresh program over the phone easy. Now I know the process and received my benefits.” –Andrea
2-1-1 San Diego staff screened more than 166,000 callers for potential CalFresh eligibility and completed 4,664 applications for CalFresh, Medi-Cal and Healthy Families. These applications led to clients receiving more than $5.5 million in benefits per year and put nearly $10 million back into our San Diego economy.
“I told 2-1-1 about my medical equipment at home and they helped me get a lower energy rate through the medical baseline program.” –Jamilla
2-1-1 San Diego connects people to services that can help manage the cost of home energy expenses through San Diego Gas & Electric’s discount programs and weatherization efforts. This year, we served 31,142 callers with utility assistance. Of those calls; 2,117 enrolled in the SDG&E California Alternative Rates for Energy (CARE) program, 367 enrolled in the SDG&E Energy Savings Assistance program, and more than 23,800 referrals were made to the Federal Low-Income Home Energy Assistance program. In addition, 1,371 medical baseline applications were mailed, and over 4,508 neighbor-to-neighbor referrals were given.
“I couldn’t afford my diabetes medication, but 2-1-1’ San Diego’s Health Navigation Program helped me apply for medication assistance. They even helped me fill out my forms over the phone.” –Roy
2-1-1 San Diego staff answered 28,042 calls from clients with health-related needs, providing 53,375 referrals to a variety of services. Staff helped clients access prescription assistance programs, offered and set appointments at local community clinics and provided education about how the newly adopted Affordable Care Act may impact their families.
“My breast cancer was detected because of the pre-screening information I received from the Breast Health Specialist. Thank you, 2-1-1.” –Barbara
Through our well-established relationship with Susan G. Komen for the Cure, 2-1-1 San Diego’s breast health specialists educated nearly 24,000 callers about the early detection of breast cancer, offering access to free or reduced-cost mammograms and other health services.
“I needed help for my brother, a returning veteran who was struggling to transition out of the military. 2-1-1 connected us to the services he needed.” –Jorge
2-1-1 San Diego provides our region’s veterans, military and their families with a 24/7 helpline providing free, confidential information and guidance. Staffed by highly trained veterans, 2-1-1 San Diego provides critical resources to our military and veteran community. In the past year, nearly 17,000 military members and their families sought assistance, 94% said they would recommend the service to others.
In an effort to remain responsive and innovative, 2-1-1 San Diego is examining all programs, services and processes with an eye for continuous improvement, efficiencies and enhancements to best serve our clients.
One Call, One Click is a partnership with Full Access and Coordinated Transportation (FACT), the San Diego Association of
Governments (SANDAG) and
2-1-1 San Diego to improve access to community and transportation services in San Diego County. This project will establish a one-call/one-click transportation resource incorporating interactive kiosks, a mobile application and 2-1-1 San Diego’s 24/7 phone line. While this county-wide system will be veteran and military focused, the enhancements will benefit all San Diego County residents.
In June 2013, 2-1-1 was launched in Imperial County, providing health, social, community, and disaster information and
2-1-1’s free, 24/7, and confidential phone service staffed with highly trained Client Service Representatives, and the 2-1-1 searchable online database, 2-1-1 Imperial will support organizations throughout Imperial County by connecting individuals to invaluable resources and services in the most efficient and appropriate way. We are eager to continue relationship building and collaborating with the region’s community, services and key community leaders.
2-1-1 San Diego was selected as 1 of the 48 grantees in California to provide outreach and education around the new healthcare exchange, Covered California, as part of the Patient Protection and Affordable Care Act. 2-1-1 San Diego has 89 certified educators on staff and are actively “in-reaching” to callers providing information around the upcoming healthcare changes and expansion. In addition, 2-1-1 San Diego is in the community at events and hosting forums to help educate individuals and families, agencies and leaders on the importance of access to healthcare through the Covered California program.
|Statements of Financial Position||2013||2012|
|Statements of Activities
(Support, Revenue and expenses)
Year Ended June 30, 2013
|Support and Revenue|
|Fee for Service||6,871,327||4,769,926|
|Total Support and Revenue||7,684,756||5,737,343|
|General and Administrative||561,881||446,269|
|Increase in Net Assets||883,507||349,160|
◀ These figures represent financial highlights from the fiscal year ended, June 30, 2012 and 2013 from 2-1-1 San Diego's audited financial statements. A copy of the audited financial statements and IRS form 990 are available upon request.