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2012 ANNUAL REPORT

TABLE OF CONTENTS
CEO Foreward Our Mission Our Path to Statewide Expansion Notes from the Road Depth of Services Technological Advances By the Numbers In the Spotlight Our Donors Financials Soundbites Board of Directors 2 3 4 5 6-7 8 9 10 11 12 13 14

211 service to every Oregonian. Deputy Director Denise Swanson spent much of 2012 on the road, meeting with stakeholders in every Oregon county; and by the time this annual report is published, we will have achieved that goal we set four years ago. Ive been selling my tools to buy gas so I can go apply for jobs. Can I apply for food stamps without driving into town? We expanded our technology and communications, allowing people to seek resources and referrals via texting and email, as well as searching 211infos online database. A strong social media presence has given 211info the ability to share resource information proactively, and to respond to community disasters with real-time data and serve as a central repository for updated information. Our next goal is development of a database and website that will offer a richer experience and be more accessible for our clients. I guess I need help finding an apartment. Im 60 years old and Ive always worked, but I cant get any interviews. I really like my house. Im going to miss it. We also expanded our depth of information, creating programs and hiring staff who have expertise in early childhood; parenting; military service-related issues; housing and foreclosure; maternal and child health; and navigating the health care system for people who are uninsured or underinsured and struggling with serious health problems. All this growth stems from the same source connecting people with the resources they need, across Oregon and Southwest Washington. The technology and level of expertise may change, but the compassion at the heart of 211 service remains the same. I spent five hours trying to find out the information that you found in 30 seconds. Next time, Ill call 211 first. Thank you. Liesl Wendt, 211info CEO

It usually starts with a phone call: My power was shut off, the food in my refrigerator is spoiled, and Im down to eating crackers for dinner. Can you help? The heart of 211 service is this: Someone in our community needs a resource that can make a difference: food, shelter, health care, counseling, utility payment assistance.

We connect people with the services they need, and we are dedicated to continual improvement on behalf of our clients.
In 2012, our focus on innovation on behalf of our clients produced significant growth for 211info, as we expanded geographically, technologically and in our depth of service. In 2009, we initiated an ambitious expansion plan, with the goal of bringing

OUR MISSION

211Info is the community resource where people turn in times of need.

211info offers guidance, compassion, information and referral in 38 COUNTIES throughout Oregon and Southwest Washington. We have 10 SPECIAL PROGRAMS to enhance our services around health, housing, veterans and parenting. We are committed to creating an inspiring CUSTOMER-CENTERED CULTURE.

WHY : 211info believes communities flourish when every person is empowered through guidance and information. HOW : Everyone has the ability to choose how to reach out to 211info dial, text, email or browse online all toll-free and confidential. WHAT : Were the fastest, most efficient way to understand the breadth of health and community services available.

OUR PATH TO STATEWIDE COVERAGE

211 LAUNCH DATES

MAY 2004: Multnomah, Clackamas, Washington JUNE 2006: Clark, Skamania JANUARY 2009: Deschutes, Jefferson, Crook AUGUST 2009: Yamhill SEPTEMBER 2010: Lane JANUARY 2011: Lincoln JULY 2011: Hood River, Wasco AUGUST 2011: Sherman, Gilliam, Wheeler SEPTEMBER 2011: Marion, Polk NOVEMBER 2011: Benton, Linn FEBRUARY 2012: Douglas JULY 2012: Coos, Curry SEPTEMBER 2012: Jackson JANUARY 2013: Baker, Clatsop, Columbia, Grant, Harney, Josephine, Klamath, Lake, Malheur, Morrow, Tillamook, Umatilla, Union, Wallowa

NOTES FROM THE ROAD

211infos Deputy Director Denise Swanson logged many hours on the road in 2012. She traveled to every corner of the state (with the help of Agency Relations Coordinator Emily Berndt) to ensure communities new to our network were well informed and adequately prepared for the 211 service. This is her story.
my meeting with the Jackson County advisory group everyone kept telling me this much accumulation was out of the ordinary. They were shocked to learn that upon leaving them I was off to cross the mountains toward Crescent City and over to Brookings. Probably not a good idea was the general consensus. For me it was a must do, as I had morning meetings with county commissioners in Gold Beach. My trusty Subaru and I were going for it. It was literally a white-knuckle drive that would have been considered beautiful if I could have taken my eyes off the bobsled run that was the Redwood Highway. That afternoon I found myself safely on the beach with the sun shining and not a flake in sight. This new job was exciting! Later that evening I had a dinner in a small, local restaurant in Brookings. As I was finishing I was chatting with the hostess about 211 and why I was in town. I told her I was meeting with a couple of county commissioners and others in the morning. She laughed and said perhaps one of the commissioners I was meeting with was her husband -- the restaurant chef. He came out and sat down and apologized that he had a conflict and wouldnt be at the meeting but invited me to tell him all about 211 and our expansion to his county. This really was the beginning of what I would find over and over again as I traveled throughout Oregon; I made friends everywhere I went, and people were always excited about 211 coming to their communities. I had the most exciting adventures during my time on the road, everything from picking up a stray dog that was near a highway over by Florence (the owners lived just a half a mile away and somehow Emily and I found them) to driving through the Canyons near the Jordan Valley. In Ontario I was given the grand tour of the local cultural center and got to do presentations for the county commissioners in the Jordan Valley. I met the most amazing and dedicated people in the many nonprofits, community actions, United Ways and municipalities. Everywhere I went, people welcomed me and 211 to their communities. Now that were in the final stages of statewide expansion, I find I miss my weekly treks around the state, but I do have many new friends and partners to call on as 211info takes on new challenges. Also, there are still a few places I have yet to get to, including Ashland -- where next time I will take my skis.

My inaugural expansion trip was to Medford, then on to Brookings and, finally, Coos Bay. When setting up the meetings I felt clever in my plan to tour three counties in one outing, thus making the most of my time. On my way to Jackson County I had planned to arrive in Medford and then go on to have dinner and a walkabout in Ashland since I had never been there. By the time I arrived at my hotel in Medford it was raining sideways and, after five hours behind the wheel, once I hit my room I realized the only place I wanted to go was to bed. In the morning I was astonished to see it snowing, with about three inches already accumulated. This was March 2012, and I hadnt even been skiing since we had had so little snow that past winter. During

DEPTH OF SERVICES

To meet the specific needs of our callers we added several new programs in 2012.

PARENTING

HEALTH

211 Family Info is our new program that helps promote healthy children in Multnomah, Clackamas and Washington counties. Parents and caregivers of children under 8 years old in the tri-county area have the opportunity to call, text or email with our in-house child development specialist for free. If callers need to discuss behavioral strategies, school readiness or family stress, our specialist can provide guidance and resources to help. 211 Family Info is partially funded through grants from Multnomah Project LAUNCH and The Oregon Community Foundation.

Oregon Health Connect is a coordinated effort among 211info, the Department of Consumer and Business Services and the Oregon Health Authority. In September 2012, we began assisting Oregonians who may not know which health program or service best fits their needs, or who need guidance on how health insurance works, including appeal rights. Were leveraging our community services expertise and expanding our role in the health care system to meet the needs of our clients. Additionally, our online resource directory helps people who are searching for state and local insurance programs or community organizations that provide health services.

DEPTH OF SERVICES

TSUNAMI DEBRIS
Following the earthquake and tsunami in Japan, 25 tons of waste and rubble were rumored to be floating toward our shoreline, and in June we began to see some of the debris on our beaches. In response, Governor Kitzhaber announced 211 as the tsunami debris hotline number for Oregon. Since then weve assisted people with such needs as dropoff locations for debris and contact information to report dangerous materials found on our coastline.

MILITARY
Some veterans, active duty, guard and reserve members and their families face incredible challenges: hunger, addiction, mental health issues, suicide, and broader family impacts of poverty. And those facing the most difficult challenges do not always know where to turn. 211info now provides military-specific web and text messaging services and leverages information about more than 5,000 health and social services that are available to the public.

HOUSING
211info has multiple services to assist people facing housing challenges. We operate HousingConnections.org, a website that lists affordable housing options in the Portland Metro area, and in September 2012 we began providing phone support services for OregonHomeownerSupport.gov. Through this effort we will connect people with housing counselors and mediation services and answer questions about difficulties in home ownership.

TECHNOLOGICAL ADVANCES

We believe technological innovation is for everyone. 2012 was a big year for us and 2013 will be even bigger.
Last year more than people visited our website, people are now subscribed to our email resource digest and thousands more interacted with us on social media sites and through text messaging. Online interactions have eclipsed phone call totals in most counties. Yet, stereotypes that people in need dont use technology still persist everywhere you turn. Were out to change that.

140,000

6,200

SOCIAL MEDIA
In early 2012, a snowstorm followed by heavy rains flooded much of the Mid-Willamette Valley. Traditional communicators were caught off-guard, but not the social media community. 211info jumped online using Twitter, Facebook, Google alerts, Social Mention and Storify to collect and broadcast critical flood information. At the end of a hectic week we saw record numbers for web visits and social media conversations. Yet, our call volume and traditional database were barely used. This marked the first time 211info used non-traditional means of communicating almost exclusively for storm-related information. Our response to the flood offered an interesting glimpse into the future, while providing a valuable public service in a time of emergency.

TEXTING
85% of all Americans own a cell phone, and 80% of that group use it for text messaging. In 2012 we made a strategic investment in text messaging services because of the unique conversation we can have with customers. Anyone can text their zip code to 898211 to have a texting conversation with our community information specialists. Customers also have a direct line to our 211 Family Info early childhood specialist by texting children to the same number, and they can also text ShelterPDX to subscribe to severe weather shelter updates in Multnomah County. Texting advances are coming weekly, and we look forward to expanding the program in 2013.

BLOG AND RESOURCE DIGEST

Using online tools to proactively deliver critical and sometimes unexpected information is a big part of 211infos future. 2012 was a big year for our blog and community resource digest combination, which is the primary way we achieve this content delivery goal. With more than 144,000 pageviews our blog was viewed nearly 95% more times this year than the year previous.

GET CONNECTED
Scan the QR code to the right to get connected to 211info online, or tweet the hashtag #innovation4everybody to join the discussion.

BY THE NUMBERS
People accessed 211info on the phone and the web times in 2012. That is roughly the number of people it would take to fill 13 Rose Garden Arenas.

279,000

4,200 callers

who did not speak English called 211. Through our language interpreter service, we provided information and referral in 29 different languages.

TOP 5 NEEDS

Housing & Utilities: 50%

by dialing 211 they now have a better understanding of what resources might be available to them.

91% of callers said that

Food Assistance: 18%

135,040 people dialed 211 for information and

referral. That is approximately the total population of Corvallis, Tigard and McMinnville combined.

Whos calling 211?

211info.org experienced...

Health Care: 16%

27% 73%
WOMEN MEN

144,060 unique visits 1,215,089 page views 03:56 average visit duration

Individual, Family & Community Support: 9%

Legal, Consumer & Public Safety: 7%

IN THE SPOTLIGHT

A couple of years ago two ambitious and socially conscious filmmakers had the idea of shooting a documentary film that shines a light on the dramatic personal stories behind the worst economic crisis since the Great Depression. They turned to 211info in Portland as the entry point for capturing the story. For two winters a two-week stretch to film the pilot one year and several months to shoot the documentary the next Emmy award-winning filmmakers Joe and Harry Gantz were embedded with their crew in the 211info offices and in the community. American Winter is the final product that emerged. Our hope is that by putting a human face on 211info clients who are struggling, like so many Americans, we can get beyond stereotypes and ideologies. If successful, this film will move the local and national conversation to a more compassionate and understanding place. A big thanks goes out to the staff of 211info, willing community partners and leaders and, most of all, our clients who were willing to open the doors to their lives in a very public way. You can learn more at americanwinterfilm.com.

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OUR DONORS
Since the inception of 211, locally and statewide, the United Way has been a driving force to support operations and promotion. In the Portland Metro Area, the United Way of the Columbia-Willamettes investment has been steadfast and unparalleled over the years. As 211 goes statewide, United Ways from across Oregon are united in their support of connecting people in need with community resources. STRATEGIC PARTNERS: United Ways of Columbia-Willamette, Benton and Lincoln Counties, Deschutes County, Lane County, Linn County, Mid-Willamette Valley, Jackson and United Way Worldwide.

CORNERSTONE PARTNERS: 211info couldnt exist without the ongoing support of public sector partners. These partners have supported 211info for many years, and we are thankful for their contributions.

GENEROUS CONTRIBUTORS: To support our growth, we need to weave together a combination of local and statewide support in every region we serve. Diverse funding streams ensure local buy-in and help the long-term stability of the system. Below is a list of supporters who help us maintain a local and diversified funding model with in-kind or financial donations. GUARDIANS: $50,000 - $400,000 BENEFACTORS: $10,000 - $49,999 ADVOCATES: $1,000 - $9,999 Joseph E. Weston Public Foundation
via The Oregon Community Foundation

FRIENDS: $999 and below Liz Bartell Emily Berndt Brissenden & Reynolds, Attorneys at Law, LLC Vic & Lynne Falgout Michael Fieldman
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Lee Girard Charlene Hipes Marika Kuylman Joan R. Lewis Legacy Health System (on behalf of Michael Schultz)

Randal Lund David Mason Matthew McTigue Shawn Michael John Mullin

Jeffery Murry Michael Neiertz LeRoy Patton Terianne Petzold Polar Systems, Inc

Kate & Tim Raphael Carmen Rubio J. Michael Schultz Denise & John Swanson Azam Tehrani

Liesl Wendt

FINANCIALS

FY 2012 -13 annual budget

Support and Revenue
State Government Local Government United Ways Grants and Foundations Other Revenue TOTAL REVENUE

Who funds 211info?

Total

908,484 545,180 530,000 442,235 120,101 2,546,000

36%
STATE (WA & OR)

Expenses
Personnel Communications Subcontracts Operations Professional Services Facilities Travel Other Expenses TOTAL EXPENSES 1,680,000 344,200 153,500 124,000 121,250 73,000 31,000 19,050 2,546,000

21%

LOCAL GOVERNMENT

20%
17%& FOUNDATIONS GRANTS

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SOUNDBITES
You (211info) provided me with intelligent answers without making me feel like I was begging. You made me feel dignified, not needy. --- 58-year-old disabled female head of household from Creswell, Oregon, who was seeking utility assistance. I felt like I stumbled onto the nicest place to call for help without discrimination. -- 60-year-old woman from Springfield, Oregon, who had lost her job and unemployment benefits had run out. Since calling us, one of our referrals had paid her entire electric bill and she has found full-time employment. You (211info) always treat people with respect when they call, and in return, I treat you with respect. --- Student, single mother from Aurora, Oregon, who was looking for referrals to food pantries in her area. You let me know that I wasnt the only one going through this and that I didnt have to be embarrassed to admit that I needed a little help. -- Single father from Clackamas County, Oregon, who was injured on the job. He has a 16-year-old special needs son and was seeking rent assistance for a month until he could receive short term disability and/or a doctors approval to go back to work.

I could Google for days and not find the information I get from you (211info) with one phone call or text message. Im always impressed with how accurate and up-to-date your resources are. -- Single mother from Portland, Oregon, looking for post-surgical support for her and her 1-year-old daughter.

Keep up the good work. I think it (211info) is a valuable service for all of us who are confused. -- 68-year-old man from Jefferson County, Oregon, who needed assistance with locating a health care provider that accepted Medicare. Calling 211 actually gave us hope instead of that feeling of drowning; it gave us someplace to turn to. -- Married woman from Medford, Oregon, who took off work to care for an ill parent. The temporary loss of income caused her own family to fall behind on their rent and utility bills. A referral from 211info helped them find the assistance they needed.

As a parent you think you should be able to provide everything for your kids, and frankly its embarrassing when you cant. 211 was very understanding, there was no judgment and I was so grateful for that. -- 52-year-old woman from Bend, Oregon, living in a homeless shelter with her teenage children.

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BOARD OF DIRECTORS
J. Michael Schultz, Board President
Executive Director within The Office of Philanthropy for Legacy Health

Joan R. Lewis, Immediate Past Board President

Retired Executive Director of the Washington Statewide Health Insurance Benefits Advisors (SHIBA) HelpLine

Vic Falgout, Treasurer

Retired Program Director of United Community Action Network, and previously retired as Juvenile Department Director in Douglas County

Lee Girard, Secretary

Community Services Manager, Aging & Disability Services Division, Multnomah County

Randy Blackburn
Project Director and Legislative Coordinator for the Administrative Services Division of the Department of Human Services

Theresa Connell
911 Program Analyst for Technology & Response Services of the Oregon Office of Emergency Management

Mike Fieldman
Executive Director, United Community Action Network

Craig Opperman
CEO, Looking Glass Youth and Family Services

President of the Northwest Development Center, and previously an administrator in the Office of the Superintendent of Portland Public Schools; also President of the Fair Housing Council of Oregon

Leroy Patton

Martin Taylor
Director of Public Policy and Member Centricity at CareOregon
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DIAL
211

zip code to 898211

TEXT

help@211info.org

EMAIL

211info.org
In strategic partnership with:

SEARCH

LOCATION: 1435 NE 81st Ave., #500, Portland, OR 97213 MAIL: PO Box 11830, Portland, OR 97211