2-1-1 Information services: Outcomes assessment, benefit–cost analysis, and policy issues

Getting Help from 2-1-1: A Statewide Study of Referral Outcomes

“…What is available tends to focus on cost-benefit analyses and business plans (Saxton et al, 2007; Shank & Rosenbaum, 2003; Shank, 2012), not resource levels of community service agencies. Although many 2-1-1s routinely follow-up with callers, such evaluations often lack the sampling and protocol rigor that can come with funded research and are rarely published in peer-reviewed scientific journals or even shared online.…”

“…For example, what proportion of helpline users actually contact referrals, receive help, and/or have their needs addressed? Only one peer-reviewed study seems to have followed up with 2-1-1 callers to assess outcomes of the referrals they received (Saxton, Naumer, & Fisher 2007). In that small sample study, 27% of callers reported that their problem had been resolved, although the follow-up interval was not reported and no attempt was made to determine how callers who had resolved their problems differed from those who had not.…”

Proactive Screening for Health Needs in United Way's 2-1-1 Information and Referral Service

“…In preparation for the study, 17 active 2-1-1 systems with publicly available data on caller characteristics or call volume were found (2-1-1 Brevard, 2006; 2-1-1 Idaho ; 2-1-1 Maine, 2007a, 2007b; 2-1-1 United Way of Connecticut, 2006; Firstlink, 2007; Indiana 2-1-1 Partnership, 2007; Mile High United Way, 2006; New Jersey 2-1-1 Partnership, 2007; Saxton, Naumer, & Fisher, 2007 2007; United Way for Southeastern Michigan, 2006; United Way of Greater Houston, 2006; United Way of Metro Atlanta, 2006; United Ways of Northeast Florida 2-1-1, 2007; United Ways of Vermont, 2007; Virginia 2-1-1, 2007; Williams, 2007). These data show that 73–90% of 2-1-1 callers are women (Mile High United Way, 2006; New Jersey 2-1-1 Partnership, 2007; Saxton, et al, 2007; United Ways of Northeast Florida 2-1-1, 2007), 54–59% are unemployed (Mile High United Way, 2006; United Way of Metro Atlanta, 2006), 45–64% have annual household incomes < $15,000 (2-1-1 Idaho ; Mile High United Way, 2006) and where race or ethnicity is reported, callers are disproportionately Black or Hispanic relative to the local population (Saxton, et al, 2007; United Way for Southeastern Michigan, 2006; United Way of Greater Houston, 2006). …”

A Review of the Role of Cost–Benefit Analyses in 2-1-1 Diffusion

“…There has been limited scholarly work examining 2-1-1 CBAs. 21,22 Only two peer-reviewed articles were found that explored costs and/or benefıts of 2-1-1s. The fırst focused solely on the benefıts that 2-1-1s offer to communities and described the challenges and approaches to quantifying those benefıts.…”