United Way staff members have been working with other nonprofits and government agencies on potentially bringing a referral service to San Benito County that would make it more easy for residents to connect with the dozens of programs available in the community.
Supervisor Jerry Muenzer has been working with the United Way’s Starr Wolf, along with other members of a steering committee, to bring a 211 system to San Benito County. The system works similar to 911, but offers non-emergency assistance to residents in connecting with agencies that offer safety or health programs in the community.
“It’s like 911 but for health and human services,” Wolf said at a recent meeting with the San Benito County supervisors. “It is in 150 different languages. It is available on the phone, online or as a mobile app.”
Wolf said those who contact 211 will be connected with a call center where employees will screen their needs and connect them with the proper agencies in the community. As an example she said someone with an elderly parent could call to find out about getting PG&E assistance for the parent. They would also get referrals to other potential services such as the Community Food Bank or Jovenes de Antano.
Wolf said a United Way staff member would coordinate to collect information on the agencies that provide services in the community, including nonprofits as well as government agencies. If phone numbers, locations or services change, the agencies could submit the new information to 211 to be updated.
“It can be an amazing tool in a time of disaster,” she said. “During a big earthquake, it could be used to direct residents on school closures or road closures.”
She said San Benito County is looking at using a shared call center to offer the service continuously. She also noted San Benito is one of the few counties in the region that does not offer the service.
Wolf said San Benito County would likely be connected through a call center in Ventura, which would be beneficial in times of a local emergency.
“If it is out of the area, it keeps the calls down (to local call centers) and if a disaster happens they will have someone calm to talk to,” she said.
Capt. David Westrick of the Hollister Police Department said there is no real number for residents to call when they are in crisis.
“This $20,000 investment will help,” he said, noting that the county currently pays for 911 services on a call-by-call basis. “The more you use, the more you pay. In Santa Cruz County, they did see a drop in 911 calls when 211 came into the county.”
Supervisor Jaime De La Cruz said he was concerned about the cost of the program.
“All I’m hearing is this is a great idea, but what about the cost?” he asked.
Wolf said the initial start-up cost for the program would be $20,000 and the group has a commitment from the City of Hollister and some other nonprofits to share in the cost. County Administrative Officer Ray Espinosa said the group has commitments from AT&T, PG&E, local businesses and Hazel Hawkins Memorial Hospital to help fund the program. He also said the county’s health and human services agency and behavioral health department have offered to provide some funding to it.
Wolf said 211 could help eliminate calls to HHSA and behavioral health that should be directed elsewhere. It could also help direct residents to services they provide in a more efficient manner.
The steering committee has already started the application process to connect to the public utilities commission, and Wolf said members were looking into the process to connect cell phone services to 211, to ensure it is a toll-free call in San Benito County. She said part of the cost will be for marketing the new program to make sure residents know about it. The goal is to go live with the service in October.
