2-1-1 and the Aging Network: A Teleconference Presentation and Peer Exchange

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1 A Teleconference Presentation and Peer Exchange March 12, 2002 National Aging I&R/A Support Center National Association of State Units on Aging th Street, NW Suite 350 Washington, DC 20005

2 Introduction On July 21, 2000 the Federal Communications Commission (FCC) approved the use of "211" for community information and referral nationwide. Since that time states and local areas across the country have mobilized to develop and implement programs. The National Association of State Units on Aging (NASUA) joined the National 211 Collaborative in 1999 to ensure that aging network interests were represented as the Collaborative sought FCC approval. In 2001, the National Collaborative transitioned to become the National Coalition. The Coalition, comprised of national groups, seeks to foster collaboration and involvement among all stakeholders. In collaboration with the Coalition, and with support from the Annie B. Casey Foundation, NASUA held a briefing on 2-1-1for Congress, federal agencies, national associations and other interested agencies and organizations in February, This was the first of many efforts planned by NASUA to promote the involvement of the public sector as partners in the development of In November, 2000 NASUA sponsored a national teleconference on for state units on aging. Thirty-two states attended this teleconference which consisted of a panel discussion followed by an opportunity for participating SUAs to discuss activities in their respective states and the Aging Network: was intended to give State Units on Aging, as well as state AAA association representatives, an opportunity to learn about the status of the initiative nationally as well as some of the issues being encountered across the country. Participants had the opportunity to pose questions to the speakers in advance of the call as well as at the end of the presentations. This teleconference summary includes the PowerPoint Presentations of each speaker as well as a summary of questions asked and responses. Please direct any questions you may have about the contents of this summary to the National Aging I&R Support Center at

3 MODERATOR: Greg Case, Director National Aging I&R Support Center National Association of State Units on Aging PRESENTERS: Theresa Lambert, Associate Director National Association of State Units on Aging Washington, DC Judy Windler, Director Texas Health and Human Services Commission I&R Network Austin, Texas STATES REGISTERED TO PARTICIPATE: Arizona California Colorado Connecticut Florida Hawaii Illinois Indiana Iowa Louisiana Maine Massachusetts Michigan Minnesota Montana Nebraska Nevada North Dakota New Jersey Ohio Oregon Pennsylvania South Carolina South Dakota Texas Utah Virginia West Virginia Wisconsin Wyoming

4 QUESTIONS AND DISCUSSION Following the teleconference presentation, participants were given the opportunity to ask questions of the speakers as well as to present information on the development of in their respective areas. The following is a brief summary of the discussion that took place. Massachusetts: We have "800 age-info" and which is similar to a 211 concept. In many ways we followed the 211 model as we developed the program. If we wanted to transition to a 211 call center, how do we go about convincing legislators and other stakeholders to support such a move to 211? Response: The way to begin would be to contact and get involved with Mass211, Inc. the statewide effort in Massachusetts to initiate 211. Working together with all the stakeholders will provide you with the best opportunity to influence legislators and others to support a move to 211. Arizona: We checked on and found 2 contacts listed for our state. How were they selected as the state contacts? Would they be our first contact for getting involved? Response: The state contacts emerged in a variety of ways. Some simply expressed an interest and volunteered to be the state contact. Others are AIRS affiliates who agreed to be the contact. Still others represent agencies that have been involved for a long period of time and emerged as the natural contact for that state. We would suggest you call them and get an idea of what's going on in your state. Determine if there is a statewide task force or local task forces working on 211 implementation. You can then gauge what you want to do - the extent to which you may want to play a leadership role. Minnesota: You noted that the Federal Communications Commission (FCC) was looking for an indication of significant and meaningful progress in 211 deployment within 5 years. Did the FCC define what they meant by this? Response: No they have not. As you know, earlier the FCC designated 211 for non-emergency fire and police services and it just hasn't been used very widely at all. So - we don't have a clear read on what they mean by significant deployment but if 211 continues at the current pace, we are going to be in good shape when the 5 years are up. The Alliance of Information and Referral Systems (AIRS) and the United Way continue to have dialogue with the FCC to keep them informed of our progress. We have 43 states that are already talking about 211 and we feel like the FCC is already satisfied with the grassroots efforts in place and that this is way beyond what they expected. We are moving very fast.

5 Illinois: What is the interface between 211 and disaster response systems? Response: United Way has funded someone with a lot of experience in disaster response to write a 211 National Mobilization Disaster Plan. In general - it is important that 211 be a significant piece at the front end of any disaster management plan. As an aside, I&R programs in many areas have been very involved in and very much a part of disaster planning on the local level for some time. Also - for programs that are not operated 24 hours 7 days a week, what are the costs of upgrading to a 24 hour service? Response: An agency directly switching to providing 24 hour service will experience cost increases directly proportionate to their call volume. Based on staffing needed and overhead, you would then look at cost effectiveness. Access to 24 hour service may mean, however, that you look at routing calls to someone else at certain times of day. In Houston, for example the 211 call center routes calls after 7:00 pm to a battered women's shelter who has agreed to use the same 211 database to answer the 211 calls. Or, in northeast Texas where their call volume is relatively low at night, they've arranged to route all their calls at night to the Dallas 211 call center where they do get a lot of calls and operate a 24 hour call center. So you just have to look at your particular situation. Ohio: Since the 1993 Older Americans Act Standards for Information and Referral were based on the AIRS Standards, will you be updating these to reflect the 1999 AIRS revisions? Response: When AIRS revised their Standards, National Aging I&R/A Support Center went to the NASUA Consumer Information, Education and Assistance Committee to determine whether to revise the OAA standards or adopt the revised AIRS Standards. The Committee recommended to the NASUA Board and ultimately the entire membership that the AIRS Standards be adopted. The decision was based on the rationale that, in keeping with the thinking of Vision 2010, it is now important the OAA I&R/A programs link with the larger universe of I&R programs, especially in light of 211, so that we are all reading from the same page. The State Unit on Aging directors voted to adopt the AIRS Standards. AoA has shown their support by placing a side-by-side of the 1993 OAA Standards and the 1999 AIRS Standards on their web site. While it is recognized that many states, particularly some of the more rural states, will not be able to meet all the standards, they will be able to use them as a guide in assisting them to move forward. Illinois: Are there any performance outcome measures that have been developed for 211 and are the 211 systems able to track gaps in services? Response: There has been no formal outcome measures developed nationally for 211 at this time, though a number of people, as well as AIRS, are looking at this. In

6 terms of tracking gaps in services, again while there is no national system developed for how to do this, it is part of the standards and so part of what is expected at the state and local 211 planning level. California: How are you dealing with confidentiality issues? Response: With Texas 211 we don't share client data. It is general demographic information that is collected and shared at this time. In the Minnesota aging network, a secure pass word protected "Extranet" system has been developed for reporting that allows AAAs to share client information. With 211 MN, however, they will not be sharing information because the comprehensive I&R that will serve as the 211 call center does not collect client data. How can 211 be set up so that client information can be collected just once and shared so that a client does not have to be asked for the same information over and over again? Response: As far as we know, such systems have been developed mostly at the community level and independent of 211. On a statewide basis, such a system is much more difficult to develop. One issue that has surfaced for 211 is related to the call system technology which can be enhanced to allow for all sorts of information about the caller to be transmitted over the phone line and there is some concern that 211 could use this information inappropriately. In Texas, the Public Utility Commission allows 211 to use such information only in emergency situations. Are we looking at 211 to provide direction and resources rather than actually doing an intake on callers? Response: Generally speaking a 211 call center will refer a caller on to the most appropriate resource and in the case of a caller who is in need of long term care services for the elderly, for example, that might be the local AAA I&R provider. In some instances, the 211 call center may be the most appropriate I&R to direct the caller to the appropriate service. It is important that each specialty I&R work with the 211 call center and establish a formal agreement and protocols about how calls in their area will be handled. Indiana: Isn't it realistic to assume that if there is a simple request for information comes in, the 211 call center will simply provide that information, such as a phone number or address, and not pass it on to the specialized I&R? Response: Yes - in most cases that is the model being used. Calls are routed to specialized I&Rs when they appear to be more complex than just a simple request for information.

7 STATE 211 REPORTS Connecticut: We are very fortunate in Connecticut in that our 211 system has been up and running for a long time and this has given the state and area agencies on aging an opportunity to work with 211 to see how we can work together. Recently all of the AAAs purchased the same I&R software used by 211 for resources as well as client tracking. This has proved to be a very successful partnership and allows 211 to send the AAAs client resource updates on a regular basis. Minnesota: We also have 211 actively currently. The state unit on aging is purchasing the technology for the 211 provider so they will be getting the database from us. The funding for this comes through a legislative mandate to provide information about long term care resources online. The online database will have features such as people will be able to rate services and it will be translated into the major languages spoken in Minnesota. With the AIRS affiliate we are sponsoring 211 local retreats where people from all local service agencies can come learn about 211. This will help to ensure that they understand that they have a stake in 211 and how it progresses. California: The California Department of Aging is just beginning to get involved on the state level. We are tracking 211 developments closely and have worked to ensure that the AAAs in California are informed and involved on the local level. Virginia: We are beginning to see more movement in Virginia on 211. At the end of March, the United Way in Virginia will sponsor a one-day conference on 211. Representatives from AIRS, the Texas I&R Network, and the United Way of America will be presenting. Public and private sector stakeholders from across the state will be attending.

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