2008/2009 Annual Report

Sharing Our Dialogue

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From the Chair of the Board
211info has grown tremendously in the
past year.
In April 2009 we merged with OR211
-- shifting our focus towards statewide
expansion of 2-1-1 services. We have
already made great strides in this
venture through a partnership with
newly formed Central Oregon 211
and Yamhill 211. 2-1-1 service now
reaches all of Southwest Washington
and almost half of Oregon's population.
Our expansion efforts are well timed
as we have also seen a shift in our
community's needs. Many newly
unemployed people are finding out
they can turn to 211info for help
finding food, shelter, health care,
counseling, education, utility bill
assistance, legal assistance and more.
We’ve seen an increase in calls from
people who have never sought services
before. They have no idea how to
navigate the system or, in many cases,
that it even exists.
One of our most dramatic areas of
increased need has been referrals
related to housing foreclosures – calls
have jumped from two to 337 in
one year. Utilities and rent calls also
increased by about 40 percent and calls
for food assistance are up
nearly 50 percent over last
year.
Our mission is to connect
the people of Oregon and
Southwest Washington
with the community
services they need.
Clearly, 211info is needed
more than ever, by more of
the population than ever.
We are seeking sustainable funding
through public and private support
to increase capacity (staff, training
and technology upgrades) and
communications (a comprehensive
marketing plan to promote our services
to various audiences).
We are also recruiting for a permanent
board, which will be demographically
representative of Oregon and
Southwest Washington. And we will
be interacting more with emergency
management teams from across the
state.
Our partners tell me that we are
distinguished by the quality service,
professionalism and dedication of
our staff. We are also confident in
the leadership of our new CEO, Liesl
Wendt, to steer us through these
opportunities and challenges with
creativity, sensitivity, competence
and grace. We are on course to
continue developing a strong statewide
organization.
No one should have to struggle to
find food, health care or shelter. No
one should have to watch a loved one
suffer. No one should be left feeling
alone.
Thank you for your support of 211info.
Together we will help every member
of our community get connected and
get answers.
Sincerely,
Joan
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Mission
To connect the people of
Oregon and Southwest
Washington to the community
services they need.

page 3
 211info
211info provides people with free and situation. For instance, someone calling
easy access to the community health and for a food box may not understand that he
human service answers they need. or she is eligible for food stamps.”

We operate 2-1-1, the FCC designated We are a nonprofit at the heart of

phone number for information and
referral, in Oregon and Southwest
Washington. The agency is built upon a
25 year history of helping people navigate
the maze of health and community
services offerings.
our community's health and human
service offerings. We are a call center
of dedicated specialists. We are a data
center equipped with more than 4,200
continuously updated resources. We
provide a service unlike any other.

Last year, over 100,000 people
relied on 211info for referrals to
food, health care, shelter, housing
foreclosure assistance, and much
more.
“People don’t know what help is out
there, and they stumble onto us for one
specific need -- like a holiday basket or
rental assistance -- and don’t know to ask
about other services that could really solve
some problems,” says call center specialist
Deborah Willoughby. “So we ask ‘the
second question’ to get a feel for their
The communities we serve access our
services through our phone lines, our Web
site, 211info.org, and a comprehensive
printed directory.
Yet our greatest value does not lie in
the depth and breath of information
we provide, or in our community
partnerships. Our value lies in the
dialogue we are able to have, in the
comfort we can give.
We lend a caring voice and an astute
mind to help our communities overcome
seemingly insurmountable obstacles.

“I called 2-1-1 looking for a new place to live. I received a 30-day eviction
notice... my landlords were divorcing and had put their rental house up for
sale. My husband was undergoing cancer treatments and we have three
children at home, one in a wheelchair. We had been paying our rent on time,
but didn’t have a lease agreement with the landlords. We didn’t have enough
money to pay apartment applications, let alone a first and last month’s rent,
and I wanted to keep my kids in their same school.

2-1-1 was able to refer us to people who are helping with everything from
the legal issues to ensuring that my husband and children have shelter and
assistance.”
~ 211info Caller

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Caller Statistics 2008-2009
Top Caller Needs* in 2008-2009
20000
Food Stamps/Food Pantries
18,458
16,761 Housing/Shelter
15000
14,787
Medical/Dental Care
11,847 12,255
10000 Utility Payment Assistance

Rent Payment Assistance

5000

0
*Needs are defined as referrals for services requested by 211info callers.

25% Increase in Call Volume from 2007-2008 to 2008-2009 to 211info

12000
2007-2008 Who calls?
10000
2008-2009
Female
8000
Male

6000

4000

2000
76%

0
March
April
May
November
August

June
January
February
July

October

December
September

Gender
Gender

65+ Native Hawaiian/Other Pacific Islander

11% 14% Black/African American

60-64
Asian
14% 50-59
27% American Indian/Alaska Native
40-49 Non-Hispanic/White
19%
30-39 71% Hispanic
27%
20-29
Race/Ethnicity
10-19
Note on data collection: Information and Referral Specialists
Age
Age
1-9 request optional demographic information from each caller and
record results in system-wide database.

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Caller Need: Food
As unemployment has skyrocketed, more people
have found themselves struggling to put food on
the table. Food prices have also risen. From 2006
to 2008, the cost of bread increased 26%, the
cost of milk 24%, and the cost of eggs 55%. This
confluence has greatly increased calls to 211info
for emergency food assistance.

In the past year, we have taken more than 18,000 calls for food stamps or
food assistance referrals. Many of these callers didn't realize the extent of
these services or that they even qualified for them. Being hungry is painful.
Everyone deserves to speak with someone who can not only give them the
answers they need, but relate with them and offer caring words.

“A father called because he couldn't afford to feed his

family. He had already applied for food stamps, but was
looking for help to hold his family over until their food
stamps had been approved. I could hear the worry in his
voice. I was able to provide referrals for food boxes as well
as Summer Food meal sites near his home that he didn't
even know existed. But most importantly I felt like I was
able to give him some desperately needed peace of mind.”
~ Jenny, 211info Call Center Specialist

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Caller Need: Health Care
Life without health care is scary. And, as the economy has
worsened, many have been forced to choose between paying
rent or getting an annual check-up. Yet, when children are
sick, parents become injured, or family members' health
fails, everyone needs somewhere to turn for answers.
In 2008, Oregon had 600,000 residents without health
insurance. Many were working for small employers unable
to offer medical coverage. We referred almost 15,000
callers to health care resources for, among other services,
prescription assistance, free or low cost clinics and medical
bill payment assistance. 211info's staff is well versed in
finding creative solutions to problems that seem to have no
answer.

"I called 2-1-1 because I was almost out of diabetes medicine. I had
lost my job and had to use most of my money to pay the rent. The
2-1-1 person told me about a walk-in clinic that was open that same
evening and explained how the intake procedure worked. Then he
told me how to contact a different clinic for low-cost primary care,
too."
~ 211info Caller

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 Caller Need: Housing and Utilities
Being in danger of losing one's home, power or heat is nerve wracking,
yet all too common. This year, 211info connected almost 12,000 people
to providers for rent payment assistance, 12,000 for utility assistance and
almost 17,000 for help with finding housing or shelter. Besides providing
direct referrals for financial assistance, we also help callers take a realistic
look at their options. Through creative brainstorming, we are often able
to suggest alternatives such as referrals to low cost housing, shelters, wait
lists and renter's education classes.

"I spoke with a caller whose daughter had one lung and was on an electric
oxygen machine. Her electricity had been shut off. The daughter's medical
certificate had expired, and she didn't know what to do. I asked how long it
would be until her daughter ran out of oxygen. 'Two hours,' she said. I gave
her energy assistance referrals, and she said maybe her daughter could be
moved to a friend's house to keep the oxygen going. Since I didn't hear from
her I was pretty sure she got help. I called back today and she had gotten her
electricity back on yesterday. 'Isn't that great?' she said. 'Thank you so much
for your help and caring.'"
~ Mary, 211info Call Center

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“A woman, who had never had financial problems
before, called asking about mortgage foreclosure
prevention counseling. She and her husband have
had some medical expenses, and now she can't find
a job. To pay their mortgage, they have emptied
their retirement accounts and dipped into their
Combating the
children's college fund. The caller was approached Foreclosure Crisis
by a "consultant" who told her that for $1,000, she
would work to get their loan modified. The caller
was a little suspicious, and she called 2-1-1. We
referred her to legitimate -- and free -- foreclosure
prevention counseling agencies. She was able to
avoid fraud and further financial ruin.” With high unemployment
and unaffordable mortgage
~ Deborah, 211info Call Center Specialist loans, the Portland metro
area has experienced
a foreclosure crisis.
Borrowers, seeing no
possibility of paying steep
mortgages, simply give up.
Or worse, they put their
trust in companies that
ultimately scam them out
of their homes.

211info, Pyramid
Communications, and
the Portland Housing
Bureau have responded
by combining expertise
to reach low-income
and minority Portland
homeowners through
person-to-person
outreach, a public
awareness campaign and
comprehensive information
and referrals to HUD-
certified counseling
programs and other support
services.

211info has received

more than 150 times more
foreclosure related calls
this year compared to last.
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 Caller Need: Seasonal
In addition to regular service, 211info responds to
emergency or seasonal I & R needs.
Winter Shelter and Warming Shelters
The Portland Housing Bureau relies on 211info to
provide telephone support to help people seeking
winter shelter and/or warming centers during inclement weather.
Holiday Assistance
Many people experiencing financial difficulty call 211info seeking
information about holiday food baskets, community meals, and toy
programs for the holiday season. Every year, we contact and compile
information for public distribution from dozens of agencies with holiday
assistance.
Summer Food
Through 1-800-SAFENET, 211info distributes information on how
families can find summer food sites to feed their children.
2008 Severe Weather
211info received special recognition from Portland metro area
governments for the extensive role we played in helping individuals find
reprieve during the unusually harsh winter in the Northwest.
H1N1 Response
211info greatly expanded our call center to partner with the Oregon
Department of Human Services to provide service for the Oregon State
Influenza Hotline and handle the high volume of all flu related calls.

"A father called looking for a homeless shelter where he and his
children could deliver 48 backpacks filled with items for people who
might not receive any other Christmas gifts. The family had received
a small financial windfall, and they had talked about using it to go to
Disneyland. But the father had spent a few months living in his car,
years ago, and he wanted to be sure his children understood the needs
of folks who are facing hard times, so instead they decided to share their
resources. That referral was a joy -- I gave him contact information for
several agencies that I know will be so happy to work with him."
~ Emily, 211info Call Center Manager

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Call to Action
Every day a dialogue is struck between our community and our staff. I have seen the
immense power of this dialogue. Expertise, comprehensive data, and the immeasurable
impact of lending a caring ear makes 211info unique in Oregon and Southwest
Washington. We are working diligently to spread 2-1-1 services statewide. In the past
year, we have expanded far beyond what was thought to have been possible. Yet, weekly,
I still get calls from leaders who don't have 2-1-1, but desperately want it for their own
communities.

We need your help to spread this dialogue throughout Oregon. Everyone needs to know
about 2-1-1. Every public servant, legislator, donor, member of the media, volunteer,
concerned citizen, business, nonprofit, school, church, and community member needs to
know how a simple phone call can improve the quality of life of so many.

Your role in raising awareness is crucial. Please visit our Web site www.211info.org for
more information and to find out how you can:

 Volunteer with 211info.

 Give to 211info.
 Ask your member of Congress to support the Calling for 2-1-1 Act.
 Talk to your local United Way about expanding 2-1-1 into your area.
 Get connected by signing up for our e-newsletter.

Help us bring 2-1-1 to every home in Oregon and Southwest Washington.

Sincerely,

Liesl Wendt, CEO

Find Out More

Visit
www.211info.org
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 Board of Directors:
Joan R. Lewis, Board Chair
Kathleen McHarg, Board Vice Chair
J. Michael Schultz, Board Treasurer
Mark Tennyson, Board Secretary
Vic Falgout
Howard Klink
Leroy Patton
John Tapogna

Leadership Team:
Liesl Wendt, CEO
Emily Berndt, Call Center Manager
Jenny Dodd, Volunteer and Outreach Team Coordinator
Jessica Gardner, Information Coordinator
Robin Hall, Resource Team Coordinator
Matt Kinshella, External Relations Coordinator
Laura Kuperstein, Contracts Coordinator
Beth McFarlin, Financial Manager

In strategic
partnership with:

211info | 621 SW Alder, Suite 810 | Portland, OR 97205 | p: 503-226-3099 | f: 503-499-4302 | www.211info.org