2-1-1 in Minnesota/Western Wisconsin

     Received accreditation by AIRS in 2008 Staffed 24 hours/7 days a week Serves all 87 counties in Minnesota; Douglas, Pierce, Polk and Saint Croix counties in Wisconsin Service available in multiple languages Took over 263,000 calls and made over 442,000 referrals in 2011

2-1-1 Database

   Over 9,000 agencies listed as of 2011 Over 24,000 services listed as of 2011 Statewide System: All 2-1-1 call centers in the state use the same database (CTK software) and have access to all of the agencies and services in it  Searchable by name, type of service, area served and/or physical location

Website Goals

 Provide another mode of access to 2-1-1 resources  Adhere to the preference of younger generations  Provide self-service functions for community partners and professionals  Shift call volumes to other modes of access

Website Strategies

   Clean and simple with emphasis on 2-1-1 resources Develop the site as a services platform Strongly focus on ways different constituencies will use the site

Key User-Professional

 Works for community agency, organization or government entity  Seeks information to assist or on behalf of another individual or client   Performs repeated searches Has great trust for 2-1-1 as a community resource  Self service functions a plus

Key User-Community Member

    Seeks resources on a range of topics Seeks ease of use and access Often low income Includes many different groups and constituencies  Next generation to use 2-1-1 (5.5% of our callers in 2011 were under age 18)

Website Launch

  http://www.211unitedway.org

Soft launch (Phase 1) occurred on December 20, 2011  Public launch (Phase 2) occurred on April 23, 2012  Future phases launching later this year

Phase 1 Core Feature-Database Search

     Site organization aligned with taxonomy Information pulled from 2-1-1 database of resources (CTK software) Updated overnight Four ways to search for information Sort results by distance, name, city, county or zip code

Phase 2 Core Feature-Professional Login

   Registration, login and profile creation for professional users  Agency staff can request updates to be made to their agency’s information in the database Save favorite searches View recent searches in historical format

Phase 2 Core Feature-Administrator Login

 Request database to be updated on an emergency basis (for disasters, etc.)  Total number of searches performed on the site  Popular searches performed in the last 30 days including keyword, city, county and state

Phase 2 Core Feature-Administrator Login

   Add and edit website pages, news posts (filtered by region of the state) and emergency bulletins Hide agencies and services View and delete professional users’ accounts if needed due to inactivity

Phase 2-Statewide System Information

 Interactive map of Minnesota and western Wisconsin  Each county on the map links to local 2-1-1 call center websites that serve that area. NOTE: These websites are different from the website being demonstrated today and do not include the same features.

Other Features

   FAQ’s including link to application for new agencies to join the database Search tips Service Bulletins: Community events

Google Analytics Reporting

   Number of new and returning site visitors, page views, pages/visit, average time on site, location accessed website from, traffic sources, agencies viewed, keywords used, etc.

Received over 5,600 visits during Phase 1 64.5% were new visitors and 35.5% were returning visitors during Phase 1

Phase 3

   Additional statistical reporting features for administrators  Help videos for public users and professional users Website user survey of site content User ability to send search results by e-mail to another person

Phase 3

  Enhanced printing features Mapquest driving directions linked to agencies  Link to website for ordering 2-1-1 marketing materials for professionals

Phase 4

     Instant message chat Text messaging Discussion board Social media Mobile app for database search

Contact me at:

Kristen Fogerty Ceridian United Way 2-1-1 3311 East Old Shakopee Road HQ2E Minneapolis, MN 55425 651-994-2719 [email protected]

Facebook: Kristen Fogerty UnitedWay