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| Central Referral Service, Inc. / 2-1-1 WNY - 2007 Annual Report |
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2-1-1 WNY
A Memo of Understanding between Central Referral Service, Inc. (CRS) and The United Way of Buffalo and Erie County (UWBEC) was signed. The MOU identifies CRS as responsible for the delivery of the 2-1-1 service with UWBEC taking responsibility for marketing and fund development.
The 2-1-1WNY Advisory Board was created and offers direction to the 2-1-1 service. Each participating county has 3 representatives on the board to ensure each county has an equal voice in the service's direction.
Funding for 2-1-1WNY was obtained through a 2 year grant from the John R. Oshei Foundation, local United Ways (led by The UWBEC) and New York State.
CRS moved into our new offices in the Public Safety Building on July 27, 2007. Prior to the move there was a great deal of discussion and planning on the office layout, the furniture and the hardware/software necessary to insure the success of 2-1-1 in Western New York. From July 27th, to the public launch of the service on December 4, 2007, we were engaged in hiring and training new staff to serve in the call center and create and maintain the region's human service database. It was decided to staff the service 12 hours a day/7 days a week until September 2008. Until 2-1-1WNY becomes a 24/7 operation we entered into an agreement with 2-1-1Hudson Valley to handle our after hours calls.
While CRS is the "hub" or primary answer site for the region, The United Way of Southern Chautauqua County is a "partner" site answering 2-1-1 calls for Chautauqua and Cattaraugus Counties Monday-Friday, 9AM to 5PM. We expect The Mental Health Association of Niagara County and The Regional Action Phone will become additional partner sites in 2008. CRS developed the database for Wyoming County, updated the Niagara and Erie County databases and coded the databases for Chautauqua and Cattaraugus Counties.
Since 2-1-1 is an information and referral service, not a replacement for local crisis or specialized information and referral services, a series of MOU's were created with those types of organizations throughout the region which clearly identify what each can expect from the other.
At our December launch, 2-1-1WNY offered service to 5 counties: Cattaraugus, Chautauqua, Erie, Niagara and Wyoming Counties. We hope to expand the service into Genesee and Orleans Counties in 2008.
A web site containing countywide databases for all 5 participating counties was launched www.211WNY.com.
Marketing of the service, under the guidance of The United Way of Buffalo and Erie County, coincided with our December launch and included radio and television spots, billboards and the mailing of 580,000 post cards. The goal is to answer 60,000 calls in the first 12 months.
We are working closely with 2-1-1NY in establishing evaluation criteria, joint marketing materials, a common software platform among other things.
In addition to the 2-1-1 phone number we have retained our existing (716) 851-5555 phone number. By retaining our existing number we ensure those persons who traditionally contacted us via that number will still be able to find us.
Military Service Project
Through the support of the W.N.Y. Congressional Delegation, CRS was able to obtain a grant to assist persons in the National Guard and Reserves and their families. All too often when members of the Reserves and National Guard are activated and sent to war the family faces problems it had never anticipated. Other problems result when the member of the military returns home from war. Not being in the regular military, many of the services available through the military are not understood or requested. Conversely, many families are facing needs that the military is not equipped to assist with. CRS's Military Service Project is meant to respond to both needs. First via a new Internet site: www.WNYMilitaryFamily.com and a staff person hired by CRS to specifically assist the military family; we are able to direct persons to services offered by the military that persons may not be aware of. Secondly, when a requested service is not offered by the military, we can direct the person to a civilian service. Our aim is to act as the bridge between these 2 groups of services, thus better insuring persons receive the assistance needed.
While the database for this service was in development for many months, the public launch of the service was held on January 4, 2008.
This service is lead by an advisory committee made up of members of various military services and service providers.
Holiday Hotline
Once again CRS acted as the primary contact point for holiday toy and food programs. As part of the W.N.Y. Holiday Partnership which includes: The News Neediest, Toys for Tots, The Salvation Army, Catholic Charities, The United Way, AmeriCorps, and a host of others, CRS was able to offer preliminary screening of potential recipients by providing information on required documentation and times and locations for signing up.
By working as a coalition, the providers insure against duplication and are able to serve many more families than would otherwise be possible.
Erie County Caregivers Coalition
CRS continues to participate in the Erie County Caregivers Coalition the primary function of which is to offer services and support to persons who are the primary caregiver to a family member who might be elderly, or sick or disabled. CRS maintains a database of service providers and oversees the web site: www.ErieCountyCaregiver.org.
Corporate Website
The entire CRS corporate web site: www.centralreferral.org was redesigned to better utilize current technology as well as update its look and feel.
DD Infolink
Through a grant from the Western New York Development Disabilities Service Office (WNYDDSO), CRS continues to maintain a database of all developmental disability services available to clients and families in the 7 county WNYDDSO service area. This information is made available via an Internet site we maintain: www.DDInfoLink.org. This effort is directed by the DD Advisory Committee, a group made up of clients, family members, service providers and funders familiar with the field.
Tax Preparation Service
CRS for the third year provided as part of the Self-Sufficiency Coalition, information on times, locations and eligibility guidelines for persons in need of assistance with tax preparation. The program's goal is to enable consumers to file their tax return with no cost worries.
Breast Cancer Database
Roswell Park Cancer Resource Center once again contracted with CRS for the development of a breast cancer support group database for the 8 counties of Western New York. The directory produced from the database is widely distributed throughout the region and represents the only comprehensive listing of such service in the region.
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