2021 & 2022 Impact
Thank you for supporting your local 2-1-1!
Dear 211 LA Community,
An unprecedented diversity of client needs, new service offerings, technology initiatives, and community support were handled by 211 LA in 2021 and 2022.
We served as frontline responders helping people navigate the waves of changing circumstances, information, restrictions, and relief services caused by COVID-19. Our 40 years of experience were put to the test as we handled more than half a million contacts in 2021, 25% more than our contracted amount. The team accomplished this while maintaining an average wait time of 5 minutes, with approximately 90% of 211 callers expressing a positive customer experience for 2021 and 2022. Every call was answered with a live, professionally trained, and compassionate person.
The global COVID-19 pandemic also highlighted our callers’ need for additional support in overcoming barriers to connecting with resources. 211 LA met that need by expanding our care coordination and service navigation programs, offering follow-up and one-on-one support through more than 20 different specialized programs that target a range of populations and service needs. Many of these programs also benefit general 2-1-1 helpline callers, who are assessed for potential eligibility for deeper and longer term support, providing added value and assistance opportunities.
In addition, 211 LA continued to invest in our innovative technology to improve the quality and efficiency of the customer experience. In 2022, we launched CSCare, a collaborative client management tool that allows network partners to coordinate their care for an individual client and securely share data. It is also integrated with our CS Resource tool, which houses and allows users to search the 211 referral database of over 50,000 vetted, curated, and continually updated resources.
211 LA is immensely proud of our team that made these achievements possible. This team remained dedicated to our mission during a time of change and uncertainty caused by the pandemic and the County of Los Angeles proposal to award the 2-1-1 helpline contract to a for-profit corporation. Our people are chosen for their innate compassion and poise in helping others through crises and throughout 2021 and 2022 they have demonstrated both. They are the reason 211 LA is trusted and valued by the community, and we thank them for their service.
We hope that this Annual Report serves to raise awareness of the valuable services that 211 LA provides as one of the few 24/7, multilingual and professional services that is free to the public.
Executive Director, 211 LA
2021-2022 Annual Impact Report
Lewis Jackson Success Story
Inside Look: 211 LA's, Lewis Jackson, Client Success Story
Los Angeles—February 10, 2023—In honor of National 211 Day, 211 LA is releasing the inspiring video story of Iraq War Veteran Lewis Jackson. For Jackson, 211 LA is not just an organization for information and resources. 211 LA is a place of opportunity and hope.
“The story of Lewis Jackson captures the mission of 211 LA, and demonstrates our efforts to always tackle the toughest tasks,” said Maribel Marin, executive director of 211 LA—a non-profit that has been serving the most vulnerable populations in LA County for the past 40 years. “Our organization of trained responders assisted more than 2 million family members in 2021 and 2022, and we also assisted more than 2 million residents during the COVID pandemic.”
211 LA’s extraordinary efforts for LA County during COVID earned the organization the Gold Eagle Award as part of a collaborative effort led by the County Public Health Department. The story of Lewis Jackson provides an excellent example of how 211 LA truly understands the needs of its callers.
211 LA Data Dashboard
211 LA has become the trusted hub for LA County residents and community organizations seeking specialized health, human, and social services. Individuals who contact the 2-1-1 helpline not only benefit from connection to any of the 50,000 services and programs in the 211 LA resource database but are also screened for eligibility and directly enrolled into any of 211 LA’s 20+ enhanced I&R or Service Navigation programs, which provide enhanced levels of care to ensure service linkages.
Our purpose has always remained the same every day; we link people to community services so that people in LA can survive, thrive, and be empowered, no matter their situation or background.
Want to see how many people have connected with 2-1-1 in LA County? Check out the dashboard below.