United Way 211 Survey - December 2011

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1. My position or role in my agency is:

2. My Agency is:

3. Before starting this survey my understanding was that 211 is:

4. Before starting this survey I was already aware that 211 data is available for agency & community planning, grant proposal writing and other purposes.

5. I have viewed my agency's information as displayed on the 211 website, 211sb.org.

6. Before starting this survey I was already aware that 211 is available in about 85% of the US and about 92% of California's population.

7. Before starting this survey I was already aware that 211 is available in all of San Bernardino County including for mobile phones with the exception of Metro PCS customers and business phone systems that haven't yet programmed their phone systems to recognize 211 as a valid 'outside' number.

8. I believe 211's customers are:

9. I believe there is a great benefit to our communities and to service providers by having a single entry point to gaining information and access to health and human services.

10. I believe 211 benefits our communities, my agency and myself in the following ways:

11. I am interested in collaborating with 211 for agency & community planning, grant proposals or other projects.

12. I and/or my staff utilize 211.

13. I and/or my staff refer clients and others to 211.

14. I and/or my staff use the 211 database at 211sb.org in real time with clients.

15. I and/or my staff call 211 with clients in real time.

16. I and/or my staff use the promotional business-size 211 cards.

17. I and/or my staff will use 211 in the future.

18. I have personally dialed 211 for myself.

19. i have personally dialed 211 for someone else.

20. I have personally referred people to 211.

21. I and/or my staff use the following 211 services:

22. I and/or my staff participate in the annual 211 database update process.

23. During high call volume times an acceptable average wait time to connect with a 211 Community Resource Specialist would be:

24. Should agencies have priority access to 211 staff? And if so, how should this extra 211 capacity be paid for?

25. I feel that 211 is competent in pre-screening callers prior to referring to our agency/program.

26. I am satisfied with my contact experience with 211.

27. I am satisfied with my overall experience with 211.

28. What do you think 211 could be doing better?

29. What additional services would you like to see 211 provide?

30. If 211 offered the trainings listed above, I/we would be willing and able to pay a nominal fee for these trainings.

31. I would prefer that the trainings referred to above be provided as:

32. Before starting this survey I was already aware that 211 is an essential source of vital information during disaster, and that the 211 staff work closely with the County Emergency Services to ensure that 211 has accurate information that may be critical to people's health and safety.

33. Because 211 already pre-screens callers for a variety of needs and associated programs, there could be a direct role for 211 staff to play in providing or connecting callers directly to any of the following. Please choose which, if any, you would like to see 211 involved with:

34. The goal of 211 San Bernardino is to provide timely, effective access to accurate and comprehensive information & referral for San Bernardino County, and provide public information support in times of disaster. Which of the following do you feel are the most important areas for United Way to focus on for 211 to fulfill its mission successfully and have the most positive impact on our communities?

35. If you have raised concerns or would like a personal response please give us your contact information so we can follow up. Thank you!

36. Thank you for taking the time to provide feedback for your 211. Have the best possible 2012! We'll be here to assist 24 hours per day... Do you have any final comments or questions?