PEOPLE FOR IRVINE COMMUNITY HEALTH
PO Box 10473, Santa Ana, CA 92711 www.211oc.org

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Organizations Filed Purposes: 211OC links Orange County's most vulnerable with the health and human service resources they need. Last year alone, we served over 100,000 requests for help (call/email/in-person/online). Everyone knows someone who needs help. For thousands, #HELPSTARTSHERE211

211OC links Orange County's most vulnerable with the health and human service resources they need.

Homeless Management Information System (HMIS) / Continuum of Care / Coordinated Entry System (CES)Through the CES Virtual Front Door, we provided 25,356 quality pre-screenings to people who said they did not have a safe place to stay that night and 1,896 referrals to access points- the rest of which were kept out of the CES funnel via diversion and prevention. Provided a 24/7 hotline where people experiencing homelessness or housing needs could call for system navigation and referrals to a program in OC that may be able to assist effectievely helping with over 65,000 housing needs.Provided care coordination services including an assessment, starting the record in HMIS, and a warm handoff to the Family Solutions Collaborative to 126 families experiencing homelessness who contact the 211OC Virtual Front Door.211OC connected over 93,000 clients to the extensive selection of agencies and programs offering over 144,800 community referrals.Submitted LSA (previously known as AHAR) to HUDWorked with the agencies to review and submitted their HIC and Sheltered PIT forms over three months; submitted to HUD and published reports for the CoCSubmitted System Performance Measures to HUDSupported with the completion of the CoC Application and the 2019 NOFA process, including implementation of scoring rubric for project performancePublished monthly Project Performance ReportsEngaged with agencies in Anaheim, Santa Ana, and Garden Grove who are ESG sub-recipients and also HMIS participants (including Domestic Violence agencies), to increase the accuracy of data collected and disseminated. Submitted HMIS APR to HUDReleased Coordinated Entry Data Standards TrainingReleased training "Cheat Sheet" documents: Data Elements and Reporting Guide, HMIS Functionality, Coordinated Entry

Information & Referral Center211OC provides the region's most comprehensive call center, with experienced multilingual information and referral specialists who screen, enroll, and connect clients to vital assistance/targeted programs via phone, email, text or self-directed searches online 24/7/365. By leveraging local and national expertise, best practices, resources, and relationships, we bolster regional efforts to effectively address - and ideally, eliminate - challenges for targeted populations.In FY19-20, the 211OC Information and Referral (I&R) Contact Center provided live help to over 93,000 contacts (19% increase compared to FY 18-19), and supported over 583,000 self-searches for resources via our comprehensive I&R database available for free at www.211oc.org (123% increase compared to last FY). The Client Satisfaction Rate with 211OC's contact center services was 95%+ for the year. The resource department updated all 1,000+ agency and 2,000+ service information pages listed in the referral database was verified at least once annually per the Alliance of Information and Referral Standards, with many updating information more than once. The team also kept on top of closures and program restructures to accomodate for the social disatancing guidelines due to COVID-19. Recruited and trained 100+ volunteers to assist with the increase in health and social service needs due to the economic impacts of COVID-19 on the community. Partnered with the County of Orange Workforce Development Division to train, coach and support a team of people on the contact center to both develop their job skills and enhance coverage on the contact center.

Help Me Grow (HMG)In FY19-20 the HMG care coordinators handled over 11,700 calls with 3,146 inbound call interactions. Average speed of answer remained under 1 minute and abandonment rate averaged 10%, a 5% improvement from the previous fiscal year. Overall client satisfaction was over 99%. Care Coordinators also are responsible for updating the referral programs that do not meet 211OC's criteria for inclusion. In the last year they worked with the HMG Liaison to successfully enter and update over 71 programs in the resource database.

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