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

Abstract

The 2-1-1 information and referral helpline connects economically vulnerable Americans with needed health and social services in their communities. This longitudinal study followed a random sample of 2-1-1 callers in Missouri (n=1,235) to determine the results of the referrals they received. One month after calling 2-1-1, most remembered receiving (93%), tried contacting (91%) and reached (82%) at least one referral they received. Far fewer (36%) received assistance from the referral, ranging from 17% for housing assistance to 67% for food assistance. Callers receiving assistance were much more likely than those not receiving assistance to report at 1-month follow-up that their problem had been resolved (OR=3.0, 95% CI=2.2, 4.1), although this was less true among callers with multiple unmet basic needs. Findings explain how 2-1-1 helps callers resolve problems, but also identifies missed opportunities in the current system. Future research could elucidate how 2-1-1 callers resolve problems and find ways to improve outcomes for the most disadvantaged 2-1-1 callers.

What would help low-income families? Results from a North American survey of 2-1-1 helpline professionals

“…Consistent with other work on 2-1-1 (Boyum et al, 2016), our findings suggest that a major barrier to implementing solutions for certain types of needs (e.g., childcare) may lie in the availability of helping resources. Findings from this study suggest two broad strategies for action to address the needs of low-income families with children.…”

“…Prior work has found that childcare and parenting resources may be especially important for altering these trajectories and affecting multiple domains of parent and child well-being (Annie E. Casey Foundation, 2014; Child Care Aware of America, 2015). Consistent with other work on 2-1-1 (Boyum et al, 2016), our findings suggest that a major barrier to implementing solutions for certain types of needs (e.g., childcare) may lie in the availability of helping resources. Findings from this study suggest two broad strategies for action to address the needs of low-income families with children.…”

“…The study builds on previous work about 2-1-1 helplines (e.g. Boyum et al, 2016;Purnell et al, 2012) by soliciting information directly from 2-1-1 staff about the needs of callers and the resources available in communities. There was clear consensus among respondents about the highest priority needs faced by lowincome families with children.…”

“…Alternatively, it could mean that the agencies addressing this need lack sufficient resources. A recent study of health and social service referrals through a state 2-1-1 call center found that 80-90% of callers successfully contacted referrals for their needs, but only about one-third actually received assistance from those organizations or agencies (Boyum et al, 2016).…”

Social Needs and Health-Related Outcomes Among Medicaid Beneficiaries

“…Finally, these results have implications for policy. As programs such as needs navigation are developed and implemented, it is important to acknowledge that availability of resources within a community may be a limiting factor in receiving help (Boyum, Kreuter, McQueen, Thompson, & Greer, 2016). To promote a wide range of positive health-related outcomes, public health practitioners and health professionals should advocate for increased support resources at local, state, and federal levels, as well as increased coordination across sectors.…”