Information Coordination / Referral

Two Programs That Offer Local Information Coordination for the Public:

1. The Lafayette Crisis Center
1244 N. 15th St.
Lafayette, IN 47904
(765) 742-0244

The Lafayette Crisis Center, which was established in 1970, offers a unique approach to information and referral. They provide a 24-hour telephone service as well as offer support for customers who walk in to their facility, which is in downtown Lafayette. The crisis center and its programs are free and confidential. The center offers a number to call, which puts people in touch with non-profit organizations, support groups and other community services. Last year the center served approximately 7,100 people. The number served includes crisis line calls received, support groups, advocacy and speakers. Approximately 3% of those served were individuals who walked into the center looking for information or assistance.

The specific services the crisis center offers besides information and referral include: a 24 hour a day crisis and suicide prevention hotline, a 24 hour a day teen line, rape advocacy, support groups, and a speakers bureau. The center also airs a monthly television show called "Crisis Center Focus". This show highlights community programs, services and people, which help to get the word out to people about what is going on and what services are provided. The show can be seen three times a week on local TV stations.

Two full time employees and two part time employees staff the center. There are also over 100 community volunteers who assist with the day-to-day operations of the center. These volunteers must be at least 18 years old and undergo 45 hours of extensive training before they are allowed to work the phones. The volunteers' agreed upon commitment is to work thirty-nine four-hour shifts during a one-year period. The executive director mentioned that they continually look for publicity in recruitment of new volunteers. The board of directors for the center consists of 21 members, all of which are volunteers as well.

The center's operating budget for 2000 is $131,500. The funding comes from a partnership of several local providers. The United Way of Tippecanoe County contributes 60%, Tippecanoe County 4%, City of West Lafayette 5%, The Coalition for a Drug Free Tippecanoe County 5%, fundraisers 8% and the rest is made up from donations.

Turf issues and other problems with agencies competing for services and grants has been very limited. Providers still scramble for the usual funding opportunities, but overall they work together very effectively. The collaboration among service providers is an important piece to the success of the program. The center is very active in most of the coalitions and task forces in the area. This participation breeds inclusion and team building among the social service providers.

Since the Lafayette Crisis Center combines telephone and walk-in service to clients (the two most preferred methods of service provision, according to survey and focus group results), it presents an ideal model for LaPorte County.

2. 211 of Atlanta
United Way of Metropolitan Atlanta
100 Edgewood Avenue Northeast
Atlanta, GA 30303
(404) 527-7200

211 is designed to give residents of the Atlanta metropolitan area an easy-to-remember number to call when they want to help or need access to human services. The United Way in Atlanta was the first in the country to adopt a "211 system" to provide this service. Calls to 211 can be made by anyone living in the 404, 770, and 678 area codes in the metropolitan Atlanta area. Currently, 211 of Atlanta receives over 200,000 calls a year.

The United Way of Atlanta has provided information and referrals to callers for more than 20 years. Initially, under the name First Call for Help, the United Way provided the service five days a week, handling approximately 24,000 calls annually. In April of 1993, the First Call for Help was expanded to 24 hours a day, and the number of calls increased to 104,000. In 1996, First Call for Help, serving 13 counties, received a donation of sophisticated telecommunications hardware and software that enabled First Call for Help to handle a greater number of calls and provide new methods for callers to access information.

The concept driving the success of 211 is the streamlining of service delivery. Callers can get information or referrals from an automated system, or wait for an agent to assist them. Agents have access to a resource database that includes over 2,000 organizations and agencies that provide help to callers in finding food, shelter, clothing, childcare, and other forms of public assistance.

211 is staffed by full- and part-time paid staff, work-study students, and volunteers. Every agent offering service on 211 has extensive training in guiding callers and finding services.

211 is also set up to guide parties willing to donate goods or funds or volunteer to provide services.

211 is currently operating in the entire state of Connecticut, as well as the Atlanta metropolitan area. Coalitions in Alabama, Massachusetts, North Carolina, Ohio, and Utah are in the process of implementing 211. A coalition led by the Indiana Association of United Ways is moving toward implementation for the entire state of Indiana. Many other United Way agencies nationwide are preparing to adopt 211 in their respective areas.

One of the biggest advantages of the 211 system is its method of delivery. Not only is the telephone readily available to almost every member of any community in the United States, either at home, or in public venues, telephone calls made to 211 within specified areas are free.

In addition to information regarding basic needs and services available, 211 can provide information on how to improve educational levels, such as obtaining a GED, or enrolling in more advanced educational programs.

As previously mentioned, the 211 program in Atlanta received start-up assistance from a number of companies providing software, hardware, and consultation services. The United Way of Greater Atlanta provided $487,000 of funding for 211 during fiscal year 1997/98. Other private foundation monies were raised and products were sold to raise the total $1,295,751 required to operate the program in 1997/98.

More information can be obtained about the Indiana Information & Referral Network (the coalition working toward implementing 211 in Indiana) by calling Fred Koss, IRN Executive Director at 317-921-1310.

Two Internet Services that Offer Information to Community Agencies and the Public:

1. TechSoup.org
Jim Lynch
CompuMentor
415-512-7784 ext. 308

Techsoup.org provides non-profits with a one-stop shopping portal to take care of their technology needs. Because of its size, it can help not-for-profits obtain discounts for computer hardware and software packages. TechSoup also provides a comprehensive listing of recommended agencies that are specially geared towards helping not-for-profits obtain the technical assistance they need to expand their technologically-based services.

TechSoup offers not-for-profit organizations planning assistance as they prepare to implement computer systems and networks. It offers beginning-to-end implementation steps. It also offers solutions for Internet connectivity, as well as the development of Local Area Networks (LANs).

Some of TechSoup's extended services include reviews of word processing and accounting software, as well as technical consultation.

TechSoup also provides agencies with guidance on grant writing. Clients are provided with a list of funding sources, as well as common language terms that can make their grants more effective.

TechSoup is operated by CompuMentor, a not-for-profit agency itself. It is sponsored by IT companies such as Microsoft, Novell, CNET.com, America Online, Aspect, as well as Edward Jung, the Morino Institute, the San Francisco Foundation, and the Peninsula Community Foundation.

CompuMentor is a national, not-for-profit agency whose mission is serving the technology needs of the 650,000 small- to mid-sized agencies in the United States. CompuMentor currently has an annual operating budget of $3.6 million and a staff of 36.

TechSoup empowers not-for-profit agencies to keep up to date on computer technologies and technical implementation strategies. The agencies, better equipped and more knowledgeable about technological issues and computing methods, can forward this information to their clients. Additionally, agencies can give their clients a sense of social responsibility as they acquire information and empower them to help others with their newly acquired knowledge.

TechSoup can assist agencies in LaPorte County by providing technological support. It can also be of assistance in linking the various agencies together to provide a network that will allow for information coordination. In addition, the organization offers help for agencies in grant writing. This would be of tremendous benefit since most turf issues develop among agencies when they compete for funding.

2. Prairienet
Paul Adams
510 East Daniel
Champaign, IL 61820
(217) 333-5218
http://www.prairienet.org

Prairienet offers individuals and community organizations an alternative means of Internet service and information sharing by providing Internet access and web hosting services to more than 500 organizations and 1,500 homes. Additionally, Prairienet provides a community listing of agencies in the form of an online directory, through which users might find, in one page, where to go for informational listings or services on the web as provided by community organizations. The site also hosts a search engine that can be used to find local community organization web sites.

Prairienet provides low-cost and/or free memberships to low-income residents of the area. Residents and agencies can log on to view an area community calendar, learn where to go to receive training to acquire the skills necessary for effective Internet use, and information regarding the creation of web pages.

Prairienet also offers a community computer recycling program, through which old computers are reconditioned and distributed to low-income residents of the area. Public access terminals are also provided in public buildings for persons who do not have computers at home.

The Community Networking Initiative (CNI) is largely tied to Prairienet. CNI provides computers and training to low-income families in the area. The CNI was made possible by a Technology Opportunity Grant from the Department of Commerce.

In addition, Prairienet maintains a hotline to help current and prospective members. The hotline helps with technical problems, as well as providing information about membership in Prairienet and the services available.

HelpSource is also linked through Prairienet. HelpSource is the emergency reference guide for Champaign County and East Central Illinois that provides online browsers with useful information in the areas of health and human services. As mentioned in the section of this report pertaining to 211, HelpSource offers persons a full range of services, while simultaneously offering a means of becoming more computer literate. By helping members go online and get affordable access to Internet services, Prairienet is encouraging members to become more computer savvy.

Prairienet can help provide LaPorte County a framework by which existing community information networks might operate. The recycled computer programs offer LaPorte County a means to increase awareness, and build computer competency by offering computer systems to families who otherwise could not afford it. Additionally, organizations such as Access LaPorte County might utilize these methods to ensure wide availability of information access.