the

Barometer
UNMET NEEDS IN CONNECTICUT
The 2-1-1 Barometer utilizes 2-1-1 data and other information to explore issues affecting Connecticut residents. 2-1-1 tracks the type of information callers are looking for and the referrals that are made, creating a database that serves as a barometer of the needs present in the state.

February 2014

INTRODUCTION
In challenging economic times, the social safety net becomes more important than ever. The volume of need increases signicantly, putting the social safety net to the test, sometimes resulting in critical gaps in coverage. In order to repair those gaps, the areas of unmet need must be identied along with new ways to address that need. This Barometer report is intended to contribute toward that effort. On average, United Way 2-1-1 call specialists handle more than 1,200 calls each day from state residents in need of information and referral to health and human services resources. A growing number of residents are seeking help through the 2-1-1 website at www.211ct.org, with 669,000 visits registered last year. 2-1-1 call specialists direct callers to the more than 4,100 agencies and 47,000 programs and services in our resource database. Most of the time, there are resources in the database that can help callers address their needs; however, there are instances when resources are exhausted, services are not available or callers are not eligible for a requested service. 2-1-1 call data serves as a useful barometer of need in the state. Data from calls where the request for services was unfullled can reveal where there are unmet needs and help direct the deployment of resources or generate discussion about other ways to meet those needs. This is not the only way to assess unmet needs in the state, but our goal is to contribute to the understanding and discussion on unmet needs in Connecticut. This 2-1-1 Barometer reviews some of the requests to 2-1-1 that have the highest incidence of being unfullled in recent years, and how those calls are typically handled. The report will also review some of the ways 2-1-1 and our partners work to assist those with unmet needs.

UNMET NEEDS
The total volume of requests received by 2-1-1 has grown in recent years, from just over 448,000 in 2010 to 535,667 in 2013. The percent of requests classied as unmet needs has risen from just under 5.4% in 2010 to over 6.8% in 2013. In most cases of unmet need, the reasons why referrals could not be made are that the caller was ineligible or the service was unavailable. To a much lesser extent (fewer than 0.1% of all cases), the reason for the unmet needs is that the fee was too high or transportation was not available.
ALL REQUESTS PERCENT CLASSIFIED AS UNMET NEEDS

5.4%

7%

6.3%

6.8%

CALENDAR YEAR
# OF REQUESTS

2010
448,551

2011
526,725

2012
554,540

2013
535,667

This report will examine the most prevalent unmet needs over the last four years, and then focus on the top threeHousing Assistance (including rental deposits, rent payment, and mortgage payment), Utility Assistance (including Electric, Gas, Heating Fuel, and Water services), and Temporary Financial Assistance. United Way of Connecticut 1344 Silas Deane Highway Rocky Hill, Connecticut 06067 www.ctunitedway.org

Top 10 Unmet Needs for 2013

By number of unmet requests for services

Utility Assistance* Rental Deposit Assistance Temporary Financial Assistance Rent Payment Assistance Section 8 Housing Choice Vouchers

8,480 6,746 6,694 3,743 967

Homeless Shelter Thanksgiving Baskets Holiday Gifts/Toys Christmas Baskets Case/Care Management

735 700 551 478 307

*Includes requests for assistance with Electric (5,326), Gas (2,010), Heating Fuel (979), and Water (165).

Housing Assistance
Some of the most common unmet needs are for housingrelated assistance. In particular, callers often contact 2-1-1 to nd help with securing a rental deposit, paying their monthly rent, or for mortgage payment assistance. Housing is considered affordable if the mortgage or rent payments are no more than 30% of household income. In Connecticut, nearly 60% of renters exceed that affordability threshold, so it is no surprise that 2-1-1 continues to receive a high volume of calls for housing assistance. Rent Deposits Requests for rental deposits come from callers who are in the process of transition. In 2010, the state shut down its security deposit program due to budgetary constraints. Since that time, options for callers who need rental deposit help have been limited. The call data from the past 4 RENT DEPOSIT ASSISTANCE PERCENT OF REQUESTS CLASSIFIED AS UNMET NEEDS years shows a 88% steady number 10% 67% of requests 7% 50% (with an uptick 40% in 2012) for 78% 25% 60% UNAVAILABLE 29% rental deposit 25% assistance, 11% INELIGIBLE but the total 2010 2011 2012 2013 # OF REQUESTS 7,745 7,557 9,014 7,600 number of unfullled requests has more than doubled from 40% unmet in 2010 to 88% unmet in 2013. The pool of funds available for rental deposit assistance has essentially dried up since the state program was closed in 2010, but the need for rental deposit assistance has remained steady. Along with this shift, the predominant reason for the request being classied as an unmet need has shifted from lack of funds to ineligibility. This suggests that if funding were available, more people might be helped if the eligibility criteria were updated. In 2010, just over 1-in-10 requests for rent deposit assistance went unfullled due to ineligibility. In 2013, the number of ineligible requests increased almost eight-fold. Rent Payment Assistance
RENT PAYMENT ASSISTANCE PERCENT OF REQUESTS CLASSIFIED AS UNMET NEEDS

39% The number of 33% 31% 29% calls requesting 23% UNAVAILABLE 21% 15% 19% assistance with 16% 14% INELIGIBLE 12% 12% rent payment 2010 2011 2012 2013 declined somewhat # OF REQUESTS 10,768 11,730 10,808 9,662 in 2012 and 2013, though the percentage of requests that are unfullled is on the rise. Generally, limited availability is the reason that rent payment assistance requests go unmet. The demand for this type of assistance far exceeds the available resources. As such, callers who need rent payment assistance are also often referred to eviction and foreclosure prevention programs if they are eligible, or are given information about low income housing options in their area that might help meet their needs.

The Housing Choice Voucher (Section 8) program and the Rental Assistance Program (RAP) are administered by the CT Department of Housing and provide rental subsidies programs for low income families. The RAP waiting list was last opened in 2007 when 43,000 households applied, and only re-opens once most of those who are on the list have been served. Housing Choice Vouchers are available on an irregular basis, and so callers are advised to visit the 2-1-1 Housing Choice Voucher website (www.cthcvp.org) and sign up to receive notications when vouchers are made available.

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Mortgage Payment 2-1-1 receives a much lower number of requests for mortgage payment assistance compared with rent payment assistance. The percentage of unmet need for this assistance in 2013 is at its lowest level in the past 4 years. This may indicate the benecial impact of mortgage assistance programs established after the housing market collapse.
MORTGAGE PAYMENT ASSISTANCE PERCENT OF REQUESTS CLASSIFIED AS UNMET NEEDS

20%
UNAVAILABLE INELIGIBLE

17% 11% 6%
2011
406

19% 14% 5%
2012
419

13% 6%
2010
455

14% 8% 6%
2013
513

# OF REQUESTS For callers who have received a foreclosure notice and meet income eligibility requirements, foreclosure prevention programs are available to provide assistance. This help is available once per 18-month period, and the grant amount is determined on a case-by-case basis and requires that the recipient is able to pay the following months mortgage.

The federal Emergency Homeowners Loan Program (EHLP), administered by the Connecticut Housing Finance Authority, is another assistance option. This relatively new program provides assistance with paying arrearages, taxes, insurance, fees, and monthly payments for up to 24 months or $50,000 for eligible homeowners. Eligible homeowners are at least 90 days delinquent on their payments due to a loss of income related to unemployment, underemployment, or a medical emergency/serious injury.

that pay separately for heat, the benet level ranges from a minimum of $350 per season to a maximum of $535 per season. Vulnerable households can receive a higher maximum benet of $585. If heat is included in rent, the CEAP heating assistance benet ranges between $100 and $120 per winter season, with no additional benet for vulnerable households. The Contingency Heating Assistance Program (CHAP) is available to help households with income that exceeds the eligibility criteria for CEAP. A basic benet of $300 per winter season is available under CHAP for households with incomes at or below 60% of the State Median Income who are homeowners or renters that pay for heat separately from rent. Renters who have heat included in their rent are not eligible for CHAP assistance. 2-1-1 callers may also be referred to Operation Fuel, a private program that provides nancial assistance for heating expenses to households in crisis with incomes at or below 60% of the State Median Income. Local fuel banks assess client eligibility and make payments to vendors. Operation Fuel is for households that have exhausted, been denied or are ineligible, for state heating assistance benets. In 2012-2013, Operation Fuel provided $3.4 million in funding to over 8,000 Connecticut households.

Utility Assistance
Many state residents call UTILITY ASSISTANCE when they need help with PERCENT OF REQUESTS CLASSIFIED AS UNMET NEEDS their utilities, whether 23% 17% paying for heating fuel, 13% 13% 6% 3% UNAVAILABLE 4% keeping their electricity 7% 17% 14% INELIGIBLE 9% 6% or gas service on through 2010 2011 2012 2013 the winter or applying for # OF REQUESTS 44,388 41,446 36,569 37,039 nancial assistance with overdue bills. The sheer volume of calls for this assistance means that relatively low percentages of unmet need still affect thousands of state residents. In 2010, 13% of requests were unmet, representing over 5,000 households. In 2013, though the absolute number of requests is lower, nearly 1-in-4 requests for utility assistance are unfullled, affecting over 8,000 households. Connecticut receives a federal block grant from the Low Income Home Energy Assistance Program (LIHEAP), which funds two energy assistance programs operated by Community Action Agencies in the state. The rst is the Connecticut Energy Assistance Program (CEAP) which provides assistance to help offset winter heating costs for lower-income households in the state. Generally, households with incomes that fall at or below 150% of the federal poverty level are eligible for CEAP, although vulnerable households (those with an elderly member, person with a disability, or a child under six) are eligible with incomes up to 200% of the federal poverty level. For eligible households

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Financial Assistance
In 2013, 2-1-1 has seen an increase in the number of 34% 31% 30% 26% calls from state residents in 20% 26% UNAVAILABLE 23% 17% need of temporary nancial 11% INELIGIBLE 9% 8% 7% assistance compared to 2012. 2010 2011 2012 2013 Most often, these requests come # OF REQUESTS 17,402 19,268 14,793 19,444 from callers who have limited income and face unforeseen expenses or an unexpected loss of income. For the most part, callers are referred to either a local social service agency or to the state Department of Social Services (DSS). The resources available are quite limited however, and the most common reason for nancial assistance requests to be classied as unmet is that there are no resources available. In 2013, almost 4 out of 5 unfullled requests for nancial assistance were due to lack of available resources. Diversion Assistance from DSS is sometimes an option for families with a short term nancial need. This assistance can be used to pay for shelter expenses (food,
TEMPORARY FINANCIAL ASSISTANCE PERCENT OF REQUESTS CLASSIFIED AS UNMET NEEDS

rent, security deposit, utility bills,) and work-related expenses (child care, tools, uniforms, clothing, transportation, car registration, insurance or repairs). The program is for families who are eligible for Temporary Family Assistance where a family member is working or about to start working. DSS also offers Jobs First Temporary Family Assistance (TFA) which provides cash assistance to eligible families with children under the age of 19. The program has a 21-month lifetime limit for the receipt of TFA assistance and a requirement for adult recipients to participate in employment service activities.

WHEN NEEDS CANNOT BE MET

When needs cannot be met, 2-1-1 call specialists proactively explore alternatives with callers. For example, if a person contacts 2-1-1 for assistance with paying a rent deposit, the call specialist will also ask if the caller needs help with food, clothing, or other basic needs. Whether rent deposit assistance is available or not, the caller is connected with other services that they may need or be eligible for in order to help alleviate their overall nancial burden and offset the costs associated with their unmet need. In addition, 2-1-1 call specialists work with callers to identify resources in their personal network that may be able to provide assistance. Callers may be able to nd help from a church or other community organization that they are afliated with, which may offer assistance to members only and is not listed in the 2-1-1 database. To support this effort to alleviate overall nancial burden, the 2-1-1 website has an online benet screenerthe 2-1-1 Navigator (http://navigator.211ct.org) that screens for potential eligibility to participate in 24 state and federal benet programs. The 2-1-1 Navigator is an online survey that asks basic questions about income and household makeup in order to provide a listing of the programs for which a resident or a client may qualify. Local Initiatives Support Corporation (LISC), CT Association for Human Services (CAHS), Connecticut United Ways, and several other organizations in the state actively work to help struggling families with unmet needs. Their strategies focus on attaining nancial stability, and employ an integrated approach by offering one-stop access to job training and education, work supports (health insurance, tax credits/EITC, child care, etc.), nancial education and assetbuilding programs. POLICY CONSIDERATIONS Government and private funders should consider providing more resources for basic human needs, especially those related to housing/shelter, utilities and nancial supports. Access to good-paying jobs is paramount, but we should also increase understanding of the other root causes of housing, utility, and nancial insecurity, which may lead to innovative ways to address unmet needs.

The mission of the United Way of Connecticut is to help meet the needs of Connecticut and its residents by providing information, education and connection to services. United Way of Connecticut provides services with support from the State of Connecticut and Connecticut United Ways. To access other issues of the 2-1-1 Barometer online go to: www.ctunitedway.org/barometer.asp

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