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Agenda 06/09/2015 Item #16J2 I 6/9/2015 16.J.2. Request that the Board of County Commissioners approve the use of S25,000 froie the Confiscated Trust bends to support the Collier 211 Campaign. OBJECTIVE To request that the Board approve the use of$25,000 to support the Collier 211 campaign. CONSIDERATIONt United Way of Collier County by virtue of Section 932.7055 (51(c) 1 Florida Statutes is seeking Board authorization for the appropriation of funds for support of the Collier 211 Campaign. United Way of Collier County has applied to the Shelf appropriation. The CCSO requests Board approval to appropriate $25,000 to support the United Way of Collier County. Some of the purposes of the Collier 211 Campaign ace: a. Connecting people in need to community resources. b. Provides reliable information on service providers in Collier County to morn than 300,000 citizens,and to businesses and government entities. c. Provides information to persons released from incarceration about available services in the community. d. Reduce inappropriate calls to 9-1-1. The CCSO re quests $25,000 from the Confiscated Trust Funds to be used to suppori their purposes.This support will benefit United Way's community public safety mission. FISCAL IMPACT: A budget amendment is needed to recognize remittance for the United Way of Collier County in the amount of$25,000. LEGAL CONSIDERATIONSt GROWTH MANAGEMENT: None. RECOMMENDATION: That the Board of County Commissioners approve the budget amendment to appropriating$25,000 Confiscated Trust Funds for support of Collier 211 Campaign. PREPARED BY:Andrea Marsh,Finance Director APPROVED BY: Kevin Rambosic,Sheriff DATE: May 20,2015 A. . . and legs ty Jeff eyA. !. ,County , Packet Page-1399- 6/9/2015 16.J.2. COLLIER COUNTY Board of County Commissioners Item Number: 16.1611612. Item Summary: Recommendation to approve the use of$25,000 from the Confiscated Trust Funds to support the Collier 211 Campaign. Meeting Date: 6/9/2015 Prepared By Name: BrockMaryJo Title: Executive Secretary to County Manager, County Managers Office 6/2/2015 10:22:02 AM Submitted by Title: Executive Secretary to County Manager, County Managers Office Name: BrockMaryJo 6/2/2015 10:22:04 AM Approved By Name: KlatzkowJeff Title: County Attorney, Date: 6/2/2015 10:38:13 AM Name: IsacksonMark Title: Division Director-Corp Fin &Mgmt Svc, Office of Management&Budget Date: 6/2/2015 10:59:14 AM Name: StanleyTherese Title: Manager-Grants Compliance, Grants Management Office Date: 6/3/2015 12:29:22 PM Name: DurhamTim Title:Executive Manager of Corp Business Ops, Date: 6/3/2015 2:02:11 PM Packet Page-1400- 6/9/2015 16.J.2." Boats MP United ':.�y—���� 421x" 6, ��:.,r r way ,r�r.JJ.�; ,„ ..,561,,...:,..... . United Way or Collier County April 29,2015 Sheriff Kevin 1. Rambosk SiS/IS Collier County Sheriff's Office A PP(0t1f�.6 ?ii R 4f-S-Z 3319 Tamiami Trait East Building.1 /.41 Chile t AtriETm✓G Naples. FL 34112 4) "Piq/ Dear Sheriff Ramhosk. Chair of the Ftof►rrf Bremer BO* On behalf of the United Way of Collier County.thank you for your continued support of Collier 211.The funding provided by the Collier County Sheriff's office has made it possible for us to I 9oard of Directors Julie L.6oudrDau grow the program by helping individuals reach the vital services they need to overcome their own i Julio Rraztlt personal crises. We respectfully request a release o { Stave Cornell Collier County Sheriffs Otficc's S50.000.00 two year co oen l0 and the operation of C Robert t Brett r b Curtis Cassnor Collier 211. Kathy Connelly Midi+Crockett Enclosed is an Annual Report on Collier 211 which demonstrates the , Tom Donahue investment in our work,Ivey accomplishments include: positive impact of Tate S.Haire Edward L.Larsen Nancy A Limb • Dramatic increase in use of service including doubling the call volume and the Lisa More online database searches Patrick H Halite Nancy PDtatte • App for iPhone and Android.Live Chat on website.Testing capabilities were Larry Ray activated to reach 211 counselors Don scoff Targeted marketing through collaboration with Department of Motor Vehicles. •Greg smith Rome Thogpen Collier Area Transit and Collier County Sheriff's Office Elton Vanderburg • instituting a call back program to assess the effectiveness of the counseling and Chris Wright referral services President and CEO Steven L Sanderson, Within the next year,we will continue to focus on increasing the incoming call volume as well as CFRE the online database searches.use of the new Apps and texting services.Additionally,we will be evaluating biring a local pan-time counselor to work during peak call hours which will provide the42I 1 caller with a better quality of information and referral. Thank you for The Collier County Sheriffs Offices'sustaining support or this vital program. Sincerely, f ,--;-.._ Li 1 deSteven L Sanderson, FRE �_'� President and CEO Enclosure:.Collier 211 Annual Report cc:Chief Greg Smith.Collier County Sheri ff's Office 9015 Strada Steil Court Suite 204 Naples,Florida 34109-4373 tel 239.281.71 i2 tax 239 201 3955 www.uwcolliar,erg AL°8PY OF TNf OFF'ICttL REGt ITa..a WUAHD fMA, ouriy WOAYA Wse*wS.rwc.,wryy*I RanotawderMa,far sow uUrWUNena ,3571 F ITFNN THE OWE OR VISITING A.C.EQplyf ROM PAP RE OBTAINED TROY THE OPAR01tnF COWEUMER SERVICES NY CALLING TOIL Fan isao-os. i1An cm" Rt0101RATTDN 00E0 NOT MILT stmoastaishit,APPROVAL 04Z RECOMMENDATIQir BY THE 8TAI Orr sefpakaber,MInl..,M Cif MA Please Consider The United Way of Collier County irl your Wilt and Estate Planning. Packet Page-1401- 1 6/9/2015 16.J.2. United * Way IMlted Way of Colder County Collier ..... Get Connected. Get Answers. Annual R April 1, 2014 -- March 31, 2015 ::tal Number of individuals Helped Through Collier 211 900 800 "DPI 111 '11 6°° 111I1 III 500 Total Number ollndlMduals 0 IIIIIIIluIl Helped Through Collier 211 11111111111 "II 11111I11III iti° 011111IIIIII 0 Apr. May. Jun. Jul. Aug.Sept. Oct Nov. Dec. Jan. Feb. Mar. 2014 2014 2014 2014 2014 2014 2014 2014 2014 2015 2015 2015 United Way of Collier County 9015 Strada Steil Court,Suite 204 Naples FL 34109 Packet Page-1402- 6/9/2015 16.J.2. United lea, Wav Wined way of Copier County Collier 211 Summary •arr :n,,. 111-1 ..a:.. ... .. �_ � _1111 •a.1..IL,•.___ a.4_ r..a... rr...�1a.-w�ra w�..MO. ' .. r)1 a • • ■ ` Mod M Witt tin ,. t' • 0--....t»111..1-, fl.r ra.y$...a..a. .•—, 1 1 taw rot.•c•at'H.TrwlarI b•b aa.aj YM.N '+I CI',,\. a.-..••1'•••Rw.•-.t;wn..•w.1w I', 1 .... • .. a•M..L.•. .h iwi .' 1. Wiwi. w w..—..r n...+r.w••.. Mot Dees CO*211►+e•o*? . • 8,083 Individuals were served through Collier 211 in the 2014-15 Fiscal Year • 2,078 Individuals were served through Collier 211 in the 2013-14 Fiscal Year • 2,526 Callers were served in 2014-15 • 5,508 Individuals were helped through online database searches • 49 Individuals were helped through the new App ( United Way of Collier County 9015 Strada Steil Court,Suite 204 Naples FL 34109 Packet Page -1403- • 6/9/2015 16.J.2. United r%„ Way United Way of Cofer County Collier 211 Program Overview unties Way sliji i - ..,1 ii2 Connected.GetArs s r : ,. 1,0ii f The United Way of Collier County Collier 211 program was officially instituted on February 11, 2012 after it was discovered that Collier was the only county in Florida that did not offer the service. Collier 211 is a free,non-emergency information and , referral helpline that connects people with health and social services. When people in need dial 2-1-1 on their phones they reach a trained crisis counselor who is able to give them appropriate referrals that address their needs, provide over the phone counseling and provide this service in multiple languages, 24 hours a day. Collier 211 is a vital program for the entire Collier County community.As of October 2011,the 211 service was available in all 50 states and Washington D.G.;38 states had complete 211 coverage.When it was discovered that Collier County was the last county in Florida without 211 coverage, a number of community leaders joined together to implement the service.The popularity of this service around the country demonstrates how vital the service is, without it many would be lost trying to navigate their way through the many agencies and programs which provide help, frustrated in their efforts to obtain assistance. I • The Collier 211 service is also accredited by the Alliance of Information and Referral 1 Systems(AIRS)which provides an in-depth accreditation process for 211 centers throughout the country.The AIRS standards have been created to provide a benchmark for 211 call centers and staff to uphold.This regulates on a national level how a 211 center should provide services and how they are to collect and store information. United Way of Collier County 9015 Strada Steil Court,Suite 204 Naples FL 34109 Packet Page-1404- 1 6/9/2015 16.J.2. United way OverviewCont. United Way offoWerCounty rth 1a fr fir AR�1•i The implementation of 211 in Collier County, brought many benefits to our community. First, Collier 21115 seen by non-profit organizations and citizens as the hub for information or otherwise known as the "one stop shop'. Not only people in need, but agencies that provide a service to the community do not always know where to turn for additional services when the need arises. One hub for referrals allows the non-profits in town to provide more comprehensive help to those they serve and improves the efficiency of service delivery. Second,211 provides extensive data to community leaders, funders and the public. On a monthly basis, we compile the call volume for the previous month, demographics of callers, needs reports from the calls, top zip code areas so we know where the greatest needs are and many more details so we can track our calls.The data that we see through the 211 calls are critical to things like making funding decisions based upon the need in the community,where we need to focus our effort based on where the calls are from and what the greatest needs are in our community. Lastly,this program is valuable to the community because,when a call comesin, the counselor can identify multiple needs and make multiple referrals to one caller. This accelerates the caller's timeline for getting back on track and serves to preempt more costly challenges. 211 operators act as trained counselors who, counsel people for free, give information to help and referrals to services to fit their need. Without 211,those who need services in critical times of their lives would not know where to start and would not have access to free counseling and a place to turn to all in one phone call,chat or text message.Collier 211 is accessible in many different ways which is also a benefit to the community;whether you call in, search the database online,download the free App in the App store,chat with a live counselor on the website or text in,you can virtually have access to 211 anywhere and anytime! United Way of Collier County 9015 Strada Steil Court,Suite 204 Naples FL 34109 Packet Page-1405- 6/9/2015 16.J.2. United Wa_Y Collier 211 United 'o`Ow" Accomplishments Making a Difference in the Community Robyn Quatsart, 211 Administrator Engagement • Participated in five Community Events in collaboration with the Home Depot on Airport and Davis • Joined an Immokalee coalition to expand the 211 presence to the agencies serving Immokalee • Conducted a Laundromat Campaign where we posted 211 materials at 10 location's in East Naples • Conducted numerous 211 presentations and trainings • 211 was represented at a Housing Fair in Golden Gate aty • 211 was present at 3 Celebrate Safe Communities Fair's conducted through the Sheriff's Office • 211 was involved in 2 Health Benefits Fairs(Naples Community Hospital and Collier Schools) • 211 Posters were created and displayed at 4 DMV locations serving an underprivileged population • 211 Video was shot in collaboration with Collier County Sheriff's Office describing the different between 9-1-1 and 2-1-1 • Partnership was formed with Ave Maria University • 211 was present at Community Outreach Event In immokaiee where 300 families were reached Resource Development • Donor Prospect mailing was developed and sent out and almost 50 new donors were responsive and cultivated. Continued improvements • Technology Advances:App for iPhone and Android,Live Chat on website,Texting capabilities were activated to reach 211 counselors • Online searches for the 211 database have doubled • Quality Assurance call backs have been implemented whereby the 211 administrator calls back around 35 callers every month to receive feedback about the 211 call center,agencies referred to and whether they received the help needed • Learning—Observed 211 Tampa Bay Cares,an exemplary 211 call center,to learn about proper industry standards.Utilized skills to improve the program. • United Way of Collier County 9015 Strada Stell Court,Suite 204 Naples FL 34109 Packet Page-1406- 6/9/2015 16.J.2. United Number of Callers Served through 211 Way 900 United Way of Caller County 800 700 � iiiis1■r • 01111 ■ ■ ■ ■ ■ r_I ■ _ � $11•1111111111111111111111 /11■ ■ ■ ■ ■ ■ ■ ■ ■ ■1■1 ■Number of Callers served 200 ' ■ ■ ■ ■ ■ ■ ■ ■ ■ �� through 211 100 • a # of Referrals Made to Callers 400 350 300 250 0 ■ r7 ■ 11 ■ 200 ' ■ ■ ■ ■ ■ ■ ■ ■ ■ 150 0 ■ ■ ■ ■ ■ I ■ ■ i ■ ■ sit of ReferrakMade to soo / 1 1 1 0 1 ■ ■ ■ ■ ■ ■ ■ ■ Callers 00111 $ RIl _I . u ■ , g l ■ n R 0 0 Online Database Searches 700 600 500 1 1 1 1 1 ■ 111iii■1` n 3m IIIIII ! IHi: ' AA on,h�e Database Searches loD o f United Way of Collier County 9015 Strada Steil Court,Suite 204 Naples FL 34109; Packet Page -1407- 6/9/2015 16.J.2. United Way "- United Way of Coililr Coeaty Demographics Served Bladc/African American 262 t Black/African White American 1321 Asian 14 II. •White American Indian/•Alaska 11 Hawaiian or Other Pacific ac Asian 3 Other 180 Refused 699 ■Muslim Indian Unknown 36 E-J:•, city <<,ra ;•,:tdr„!,■ Sc«r.:;i Ethnicity of callers served Haitian 72 Hispanic/Latino S44 is Haitian Non-Hispanic 1180 N Hispanic/Latino Refused 688 si Non-Hispanic Unknown 42 N Refused• • •Unls►own Gender of callers served ■Female nd�_; o• Female 1803 ■Male Male Tranigender/Other 13 iw TransRender/tither Unknown/Refused 144 II Unknown/Refused United Way of Collier County 9015 Strada Steil Court,Suite 204 Naples FL 34109 Packet Page-1408- 6/9/2015 16.J.2. United i Wad, United Wsyoe Colder County.' Community Needs Housin: 8 nformatlon services 415 eaithcare 31 Food 2 Income stabil 19 Top Five Needs Through Call Center •Housing • ■Information servke Ir at Income stability ■Food at Healthcare United Way of Collier County 9015 Strada Steil Court,Suite 204 Naples FL 34109 Packet Page-1409- I 6/9/2015 16.J.2. United Way 1101P United Way of Collier County Looking Ahead vy, 4 J United Way of Collier County's priority is to expand 211.The number of calls has averaged 200 per month.Our goal is to reach between 350-400 calls per Month in the next year.To raise the call volume, it is crucial to market and promote 211 to those in need of health and social services.We have been actively promoting the program by creating collateral materials (flyers, business cards, rack cards,etc.), participating in community events,speaking engagements and presentations. Another priority for Collier 211 is to evaluate hiring a part-time counselor within the next year to a year and a half to be able to take that"first call". Currently,the service is through a contract with an organization called Switchboard of Miami located in Miami, FL The trained counselors also take the 211 calls for Miami/Dade and Monroe counties as well as Collier County. They have proven to exhibit great quality but because they are not local to our community there is still a barrier between the caller and the counselor. For this reason, we will evaluate the effectiveness of a local part-time counselor to field the calls during the peak hours reflected in our statistical reports. Finally, within two years, Collier 211 would like to expand to fill the role of the single initial intake processor for anyone seeking services at local non-profit agencies. In collaboration with the local Continuum of Care Coalition,21.i staff is helping to develop a Coordinated Assessment form in which all 211 counselors would use when a call comes through and services are needed beyond the call. The counselors would then fill out the form with the person while they are on the phone and be able to send it directly to the organization that will then take the case and provide the help needed.This process has been adopted by other 211 call centers around the state which has led to much better communication and collaboration amongst service providers. United Way of Collier County 9015 Strada Steil Court,Suite 204 Naples FL 34109 Packet Page-1410-