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County adopts 2-1-1 human service system

Those in need of human services in Warren County have a new place to turn.

The 2-1-1 system is the non-emergency human services referral line.

On Tuesday, Warren, Erie, and Venango counties became the first of 12 in northwestern Pennsylvania to roll out 2-1-1 service.

“We are the first three to come on board,” United Fund Director Jim Goodling said. “We are very proud and very excited. For the United Fund of Warren County, this is an absolutely logical extension.”

The region is behind the curve in both the state and the nation.

The northwest region is the last of seven in Pennsylvania to launch and “93 percent of the population of the United States has access to the 2-1-1 system,” Goodling said.

The system is not fully implemented here. “At the moment, service is offered from 8 a.m. to 4:30 p.m. weekdays,” Goodling said. “By the end of the year it will be 24/7.”

Until then, messages left after hours will be returned the next business day.

The United Way has been one of the driving forces behind 2-1-1, Goodling said.

In particular, the United Way of Pennsylvania has been “a major force” and the United Way of Southwestern Pennsylvania “is the leader in the state.”

At Tuesday’s press conference, Goodling was joined by United Way of Pennsylvania President Kristen Rotz, United Way of Southwestern Pennsylvania Director of 2-1-1 Angela Reynolds, and United Way of Southwestern Pennsylvania Assistant Director of 2-1-1 Michele Sandoe.

The United Way of Pennsylvania made the 2-1-1 system a priority for its 50 local United Ways and three United Funds, Rotz said. “We are now in a position to be a really good partner for government.”

“2-1-1 is a tremendous resource for people who do not know where to turn for help,” Reynolds said.

While the state has numerous toll-free hotlines for human services, 2-1-1 is different. “I can call SNAP (Supplemental Nutrition Assistance Program), but 2-1-1 knows where the food pantry is,” when it is open, and what the guidelines are to receive services, Rotz said. “We have a much different value add.”

The system will save dollars and be more efficient — saving time for the consumer, reducing the number of calls, possibly eliminating the need for some of the state-wide hotlines, and helping callers get to the right provider at the right time.

Or the right providers.

Reynolds said the resource navigators, who work in a call center in Venango County and understand the needs of people in northwestern Pennsylvania, are able to connect a caller with several different providers. In the case of someone who is a care-giver for an aging parent and has to provide for children, there is no need to track down both sources. While food and housing problems are most common, 2-1-1 is the right call for people with needs regarding child care, trouble paying utility bills, counseling for drug, alcohol, or other problems, and various other human services needs.

The United Way officials hope 2-1-1 will make callers more likely to reach out before their situations become critical simply because they can remember the number.

The phone number is only one way to reach the service.

According to Reynolds, users can also connect via text and chat.

The pa211nw.org website is available 24/7. Visitors may chat with a resource navigator between 8 a.m. and 4:30 p.m. weekdays.

Organizers have seen strong use of the text function. “You can text your zip code to 898-211,” Reynolds said.

She that that mode of contact has been popular for users when they are in public and don’t want others to overhear a conversation.

The zip code function is also uniquely suited to people who are seeking help for family members who live in other parts of the state.

Sandoe said the text and chat features have allowed consumers to continue using 2-1-1 services after they run out of minutes.

“With 2-1-1, we-re trying to establish a relationship with people who are reaching out to us,” she said. “Can we call back? Once you’ve dealt with the immediate fire, that’s when the real discussion starts.”

“Making sure we understand the trends is key to us,” Sandoe said. “We are also reporting the quality component.”

Analytics help the agency know what needs are unmet and what services can be delivered in a better way.

Goodling has provided the list of Warren County human services contacts to the 2-1-1 leaders. Organizations and agencies that are left out may contact him or visit the website and navigate through the menu of service providers. Modifications and additions are verified before they go live.

“Our referrals are only as good as the contacts we have,” Sandoe said.

The organization wants to do “anything we can to facilitate the public getting to those services,” he said. “The United Fund is paying Warren County’s share of the cost as a service to the community.”

For now, “the system is build on United Way and United Fund support,” Rotz said. “The investment of state dollars will help push us to the next level.”

The groups are advocating for state funding. “We are looking for $1.5 million,” she said. Once the system is fully operational, she expects contracts for services will provide for long-term sustainability.

When a call is made to 2-1-1 in Warren County, “a trained resource navigator answers the call,” Goodling said.

That navigator can make a referal for the immediate question and, if the caller is willing, will find out more to see if more services are needed.

“I’m very proud of my board for stepping up to do this,” Goodling said. “It’s very difficult for governmental bodies to become involved.”

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