Reports
2-1-1
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History
  • Historically, the nation's first 2-1-1 line was created in Metropolitan Atlanta in 1997 to facilitate consumer access to health and human services. Today, 2-1-1 serves more than 196 million Americans, over 65% of the US population, in 212 active sites in 41 states (including 19 states with 100% coverage) plus Washington, DC and Puerto Rico. Canada has an additional 5 locations.
  • In July of 2000, the Michigan Legislature amended the Telecommunications Act and directed the Michigan Public Service Commission to designate 2-1-1 statewide as an information and referral phone number for health and human services.
  • There is a 2-1-1 statewide collaborative body, sponsored by the Michigan Association of United Ways working toward the adoption of 2-1-1 throughout the state. Michigan communities that either have a 2-1-1 call center, or are actively working to develop one, meet in Lansing monthly for collaborative problem solving, mutual support and planning. The intent is to develop linkages of 2-1-1 call centers into a network capable of providing information and referral statewide.
  • The following local call centers are already in operation: Volunteer Center of Battle Creek (serving Calhoun County); Gryphon Place Kalamazoo (serving Kalamazoo County); Heart of West Michigan United Way-United Way's 2-1-1 Grand Rapids (serving Kent County);Jackson 2-1-1 Call Center (serving Jackson County); Community Action Line of the Lakeshore (serving Muskegon, Oceana and Ottawa Counties); United Way for Southeastern Michigan (serving Macomb, Oakland and Wayne Counties); and UPCAP Services, Inc. (serving the 15 counties of Michigan's Upper Peninsula). United Way 211 (serving Washtenaw, Livingston and Monroe counties) 2-1-1 currently serves 60% of Michigan's population.
  • The 2-1-1 Initiative benefits callers seeking to locate the most appropriate services for themselves, their families and friends. Local service providers will benefit through quicker identification of clients and useful planning data collected and provided to the call center. It is anticipated that improved service coordination will also occur among the various government and non-profit service providers and that policy makers will be in a better position to more accurately assess the needs of our community.
  • The 2-1-1 Initiative will help free up valuable time currently spent
    by 911 operators fielding non-emergency related calls and by other community based information hotlines receiving calls unrelated to
    their mission.
  • On November 15, 2004, an information and referral service was offered in Washtenaw County between 8:00 a.m. to 5:00 p.m., Monday through Friday, staffed by full-time trained call takers, using the number (734 477-6211). We have applied and been accepted to the Michigan Public Service Commission for certification as of November 1st, 2006. We are now a state certified 211 call center, you can access us by dialing the 3 digit number 2-1-1.
  • Some agencies have already developed comprehensive information and referral databases designed to provide similar consumer support. In these cases, this initiative will work diligently with these providers and commit the resources needed to bring all this information together. We believe this in turn avoids service duplication and offers one centralized system for providing accurate, up-to-date information and referral to all the citizens of Washtenaw, Livingston and Monroe Counties.