21 1info

2011 Annual Report

Letter from the CEO

Our Vision
Everywhere I go - be it foundation offices, coffee shops in Southern Oregon or inside the walls of 211info - one topic of conversation always comes up: change. Leaders in our communities have had several years to let the changing economy and its impacts soak in. No longer are we talking about the old days. Instead, were talking about how can we deal with the new normal of fewer low-skill jobs, fewer grant dollars and unstable government funding. Buzz words like efficiency and alignment echo across health and social service offices everywhere. People are being forced to change how they do business. Though it remains to be seen what impact this change will have on the people we serve, 211info is more focused than ever on fostering innovative practices and looking toward the future. This year, we finished a strategic planning process that outlines a five-year vision for 211info that centers around five key mandates: 1. 2. 3. 4. 5. Complete statewide rollout of 211 Secure sustainable funding Secure staffing and leadership to support our vision Implement organizational structure to support expanding vision Leverage technology and other resources

211info is the community resource where people turn in times of need.

211info aims to provide insight as residents of Oregon and Southwest Washington face a changing socioeconomic landscape. And we strive to be a leader in devising new and nimble solutions for dealing with robust change. As youll read in the following pages, we are well on our way to achieving many of our goals. We currently have more than 75% of Oregons population covered by 211. We have made significant gains in advancing our use of technology to serve our clients and increase the quality assurance of programs internally. We have also worked hard to build relationships with elected officials at all levels of government. Part of living in a changing world means being flexible and curious about new and effective ways to improve our service. Yet our bedrock will always be our commitment to fellow community members who need us. Serving them is our only true mandate. They are our guiding light and inspiration for innovation and change. Sincerely,

Liesl Wendt, CEO

Case Studies

Our Work
Partnership Enhancements

211info is more than an information line. Last year, we contributed to making communities more efficient.

In the fall of 2010, 211info realized that not only did calls for energy assistance make up a huge percentage of our phone calls, but that we were also sending clients in circles. Previously, wed give out the phone numbers to service providers, clients would call and find out there werent any funds available and the providers would ask them to call us back. In a time in peoples lives when every moment counts, this was unacceptable. 211info, in partnership with Multnomah County and eight major energy assistance providers (Human Solutions Inc., Impact NW, IRCO, NARA, NAYA, Neighborhood House Inc., Self Enhancement Inc. and The Salvation Army), convened and hatched a simple plan to use a shared Google Doc to update fund availability among the providers on a daily basis. This way, both the 211info Community Information Center (CIC) and service provider staff can see if and where funds are available. So instead of sending clients in circles, we are now providing real time information and getting people to resources more quickly. 211info hopes to pilot similar projects involving different areas of need, such as rent assistance across the state.

After devastating earthquakes struck Japan in March 2011, the west coast of Oregon was threatened with tsunami warnings in Lincoln and Lane counties. 211info responded by coordinating with local emergency management officials to inform the public of the evacuation routes and sandbag locations. 211info extended 211 phone service in those two counties all weekend and online updates were sent out as more information became available. Luckily, little damage was done on the coast, but 211info was ready to respond.

Emergency Response Coordination

Healthy Kids

Oregons Healthy Kids Initiative asked 211info to survey callers with children to find out if the children had health insurance. If the family did not have health insurance, CIC specialists provided details and contact information about the Oregon Health Plan. Hundreds of referrals were made as part of a larger promotional effort that was recognized nationally for its effectiveness.

211info led efforts to launch a rebranded and revamped HousingConnections.org. CONNECTIONS.ORG Housing Connections is a free website for property owners, property managers and landlords who want to advertise rental properties in Clark, Clackamas, Multnomah and Washington counties. 211info community information specialists search the database for renters who do not have access to the Internet.

HOUSING

Statewide Expansion

Our Growth
Bringing 211 to More Oregonians
In the most challenging economic times in generations, Oregons foundations, United Ways, local government and nonprofits have responded by investing in 211 more than doubling the number of counties served. The combination of an efficient statewide model and the local touch necessary to serve those in need offers an ideal solution for any leader hoping to ease the burden on government, nonprofit and faith-based community service providers.
Pacific Clatsop Columbia Tillamook Washington
Yamhill

211 now covers more than three-quarters of the Oregon population. Statewide coverage will likely be a reality in 2012 a year ahead of schedule.

Yakima

Multnomah

Hood River Wasco

Sherman Gilliam Morrow

Umatilla

Wallowa Union

Clackamas Marion

Polk Lincoln

Wheeler Linn Jefferson Grant Crook

Baker

Benton

Lane

Deschutes

New 211 Bill Becomes Law

Malheur Douglas Lake Harney

Quietly, legislation for a commonsense solution that will help Oregons most vulnerable citizens became law in 2011. The Governor signed HB 3375 after it received unanimous support Service launched 2004-2009 Service launched 2010-2011 Service expected 2012 in the Legislature. House Bill 3375 strengthened the growing momentum toward a statewide 211 system by rewriting outdated language and solidifying relationships with telecommunications providers. Most importantly, however, the bill offered 211info a chance to build relationships with all of Oregons leaders in the state capitol.
Klamath Curry Jackson Josephine

Coos

Im very grateful for everyone that puts this together. Its very humbling because there are a lot of people struggling. - Sandy caller, 1/19/11

It was a pleasant surprise to find out that there were options for someone like me who falls in the middle income eligibility. - Gresham caller, 1/20/11

Technology

Our Networks
Social Media Innovation
Email
ore people are using different ways to seek help than ever before. Thats why 211info is aiming to implement live chat and email-based referrals. Our hope is that segments of the population who are more comfortable with the increased anonymity of online interactions will begin to seek our assistance through these new tools.

As we expand statewide coverage, 211info is also working to advance the ways we interact with members of the community.
In the winter of 2010, the Portland Housing Bureau turned to 211info to help coordinate response to severe weather in Portland. For the first time, 211info looked online to expand our traditional role of providing phone referrals to shelters. 211infos agency blog was the hub of information on emergency shelters. Shelter openings, up-to-date bed openings, weather reports and more were posted almost hourly. Those updates were distributed to thousands of people through email and social media channels. And on one dangerously cold and wet day, the Portland area shelter network turned to us to help raise awareness for much needed blanket donations. Because of social media networks we had been cultivating in the previous year, we were able to help produce more than 1,000 blanket donations in less than 24 hours. 211info also helped coordinate weather response in other areas of Oregon and hopes to play a larger role in statewide emergency response in the coming years.

SMS
obile use is exploding across almost every demographic, and 211info will be ready to respond. In 2012, we will be working toward launching two-way SMS (text messaging) referrals to interact with clients who are mobile ready. In the meantime, our Community Information Center is already sending one-way text messages to callers after speaking with them on the phone.

The 211info blog, which had almost 20,000 visits last year, has been a central source of up-to-date information for the community. Posts about shelters, Department of Human Services (DHS) cuts and school supplies have been among the most popular.

Future Website

A core component of 211infos strategic plan is developing a website that can better accommodate the needs of the community, nimbly change with technological advancements and align systems to give our clients a better overall quality of life. Look for a more robust online information hub by the end of 2012.

Statistics

Our Data
Top 5 referrals
9,714
8,309
7,705

This past fiscal year has been exceptional. 211info helped more people than ever before, and our online traffic increased dramatically.

CHANGE in total number

of callers
FY 10/11: 124,134

The power of the Web

Pageviews 359,750 Visits 134,572 Average time on site 02:30

70% 27% 67%

13%
6,982 FY 09/10: 110,323

We assisted over 2,500 callers in 10 different languages. Of those callers, 98% spoke Spanish.

6,409

Housing & Utilities 52,398 calls

Food & Meals 23,445 calls

Whos calling 211info?

27% 73%

How did callers hear about 211info?

TOP
CALLER

NEEDS

39 ency Ag
Word of m o
and Web 1 2%

Repeat caller 22%

uth 17%

Health Care 18,792 calls

Print

Funding

Our Donors
Strategic Partner Cornerstone Partners
211info couldnt exist without the ongoing support of public sector partners. These partners have supported 211info for many years, and we are thankful for their contributions.

211info has varied financial supporters that have been pillars of our robust growth.

United Way of Lane County, United Way of Linn County, United Way of the Mid-Willamette Valley.

Since the inception of 211, locally and statewide, the United Way has been a driving force to support operations and promotion. In the Portland Metro Area, the United Way of the Columbia-Willamettes investment has been steadfast and unparalleled over the years. As 211 goes statewide, United Ways from across Oregon are united in their support of connecting people in need with community resources. United Way of the Columbia-Willamette, United Way of Benton and Lincoln Counties, United Way of Deschutes County,

Generous Contributors FY10/11

To support our growth, we need to weave together a combination of local and statewide support in every region we serve. Diverse funding streams ensure local buy-in and help the long-term stability of the system. Below is a list of supporters who help us maintain a local and diversified funding model with in-kind or financial donations.
Guardians: $50,000 to $300,000
Meyer Memorial Trust Oregon Community Foundation The Collins Foundation

Benefactors: $10,000 to $49,999

Don Mele Dr. John Platt

Advocates: $1,000 to $9,999

Union Pacific Foundation Boyd Family Foundation Copytronix TWTelecom CareOregon US Bank

Friends: Up to $999
Alissa Keny-Guyer Amy Wagner Ann Wawrukiewicz Azam Tehrani Bank of the Cascades Beth Stebbins Betsy Ferguson Caroline Fenton Cindy Lamont-Clure Craig Opperman Denise Swanson Esther Freeman J. Michael Schultz Jeffrey A. Murray Jennifer Bildersee Jillian Smythe Joan R. Lewis Jon Stubenvoll Joyful Spaces Kathryn Behel L Livingston Laura Kuperstein Liesl Wendt Malea Sulliban Mark Philips Martin Taylor Mary Harris Meg Green Megan Fairbank Michael Fieldman Patti A. Harrison Paul Pierce Rebecca Mendez Richard Meeker Sarah Jesudason Sharing Cooper Sheryl Horwitz Siobhan Daly Thorn Run Partners Tim McNichol Tribute to J. Michael Schultz Verity Pang Vic & Lynne Falgout Willamette Week William Hathaway

Financials

Our Numbers
Statement of activities for the year ended June 30, 2011.
Support and Revenue
Public grants and contracts Private grants and contributions Directory and data sales Community trainings Loss on sale of assets Other revenue Total support and revenue

Total
1,171,215 340,165 9,029 2,367 (6,909) 1,175 1,517,042

Who funds 211info?

30%
28%
21%
11%
FUNDRAISING STATE (WA & OR)

LOCAL GOVERNMENT

Expenses
Program service expenses Administration Fundraising Total expenses Change in net assets 1,415,259 134,911 45,683 1,595,853 (78,811)

SPECIAL PROJECTS

Net Assets
Beginning of year End of year 253,001 174,190

1%

8.5% GRANTS
EARNED INCOME

0.5%

Our People & Space

Several changes were successfully implemented at 211info this past year to better align the organization with expected growth.
New Staffing Structure
211info has grown tremendously in the last several years, and we need a staffing structure that is in alignment with that growth. As of Oct. 1, 2011, 211info has added the role of Chief Operations Officer to be filled by Troy Hammond. Troy was the former head of the resource department. This addition allows our CEO, Liesl Wendt, to focus her efforts on strategy, development and public policy. The new staffing structure also calls attention to the formalization of three new parts of the organization. The community relations team will bridge a traditional gap between outreach, marketing and resources. The online services team will focus on delivering 211info services in digital spaces, to support the growing needs of online communities. And the quality assurance team will centralize and streamline quality assurance and training in the organization.

The Move

In December 2010, 211info relocated from downtown Portland to a recently renovated building in East Portland. In choosing to relocate to an existing building that was sustainably remodeled, 211info is supporting the concept that organizations can be environmentally responsible. The building serves as a hub of nonprofit organizations and allows for sharing of flexible workspace capitalizing on partnerships and economies of scale. Cost savings due to lower rent will be used to build CIC capacity. And the earthquake-resistant building will enhance the agencys commitment to providing continuous service during and after a natural disaster or other emergency. The design allows the CIC, database and management staff to be better integrated, providing an atmosphere of teamwork and camaraderie among 211info staff and its neighbors, including JOIN and Street Roots.

Quality Assurance

Quality assurance is a key priority for 211info, especially in the community information center. In the last year, steps have been taken to increase professionalism, effectiveness and coordination. 211info has instituted a new set of performance metrics, silent monitoring, advanced scheduling and more frequent staff check-ins, which has increased opportunities for professional development and more frequent evaluations, all with the goal of better serving our callers.

Board of Directors
CHAIR Joan R. Lewis VICE CHAIR/TREASURER J. Michael Schultz SECRETARY Randy Blackburn MEMBERS Theresa Connell Vic Falgout Mike Fieldman Lee Girard Craig Opperman Leroy Patton Denise Swanson Martin Taylor

21 1info

Dial 211, Monday-Friday, 8am-6pm LOCATION 1435 NE 81st Ave., Suite 500 Portland, OR 97213 MAILING ADDRESS PO Box 11830 Portland, OR 97211

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www.211info.org