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211 ALBERTA | Q1 REPORT 2014
JANUARY - MARCH
HIGHLIGHTS OF THE QUARTER
All entries are for example only and do not reflect actual data.
Page 1
CENTRAL RMWB
NORTH
SOUTH NORTH NORTH SOUTH SOUTH
CENTRAL CENTRAL EAST
WEST
EAST WEST
January
February
March
TOTAL
TOTAL
# OF
CALLS
AVERAGE WAIT TIME & ABANDONED CALLS
AVERAGE
WAIT
TIME
ABANDONED
CALLS
January
February
March
Page 2
CALLER DEMOGRAPHICS
CALGARY EDMONTON CENTRAL RMWB NORTH
& AREA
& AREA
CENTRAL
SOUTH
WEST
TOTAL
# OF
CALLS
Female
Male
Transgender
Unknown
TOTAL
GENDER OF
CALLER
CALLING ON
BEHALF OF
CALGARY EDMONTON
& AREA
& AREA
CENTRAL RMWB
NORTH
SOUTH NORTH
CENTRAL CENTRAL EAST
NORTH
WEST
SOUTH
EAST
SOUTH
WEST
TOTAL
# OF
CALLS
Self
Family
Member or
Friend
Client
Agency
Co-worker
Other
No Comment
Unknown
TOTAL
AGE OF
CALLER
CALGARY EDMONTON
& AREA
& AREA
CENTRAL RMWB
NORTH
SOUTH
CENTRAL CENTRAL
NORTH
EAST
NORTH
WEST
SOUTH
EAST
SOUTH
WEST
TOTAL
# OF
CALLS
Child (0-12)
Youth (1318)
Adult (1864)
Senior
(65+)
TOTAL
Page 3
CALL ISSUES
Information
on 211
8%
Target Populations
4%
Organizational/Com
munity/International
Services
6%
Basic Needs
12%
Consumer Services
4%
Criminal Justice and
Legal Services
4%
Education
5%
Environment and
Public Health/Safety
2%
Health Care
5%
Individual and
Family Life
24%
Page 4
CALGARY EDMONTON
& AREA
& AREA
CENTRAL RMWB
NORTH
SOUTH NORTH
CENTRAL CENTRAL EAST
NORTH
WEST
SOUTH
EAST
SOUTH
WEST
TOTAL
# OF
CALLS
Basic Needs
Consumer
Services
Criminal
Justice and
Legal Services
Education
Environment
and Public
Health/Safety
Health Care
Income
Support and
Employment
Individual and
Family Life
Mental Health
and Substance
Abuse Services
Organizational
Community
International
Services
Target
Populations
Information
on 211
TOTAL
Page 5
UNMET NEEDS
ADVOCACY
Warm transfers were made to agencies such as Domestic Violence Shelters, 311, and HealthLink.
Connected caller with the crisis lines.
Called shelters to assess for vacancies on behalf of caller.
ENDANGERMENT
2 Suicide Attempts
1 Domestic Violence
1 Child Abuse
Page 6
FOLLOW-UP
211 Alberta has set a target of preforming follow-up calls on between 3-5% of calls.
Follow-up Calls
5%
4%
3%
Follow-up Calls
2%
1%
0%
January
February
March
Page 7
Page 8
TOP REFERRALS
Agency/Program
Hospital
Clinic
Thrift Store
HealthLink
Shelter
Agency/Program
Red Cross
311
Food Bank
Crisis Line
Albert Works
0
100
200
300
400
500
600
700
800
Page 9
LOCATION OF CALLER
LOCATION OF CALLER
# OF CALLS
Central
RMWB
North Central
South Central
North East
North West
South East
South West
Unknown/Declined
Page
10
IMPACT STORIES
Female caller, 21 years old and a single mother, identified that she had received an eviction notice. Caller was
frantic and did not know what to do. Referred caller to Alberta Works and explored her other needs such as food
for her children. Upon exploration a referral was provided to the food bank. Offered to follow-up with caller in a
few days after she had been able to contact the numbers she received. On follow-up caller was very thankful for
the referrals. She said it was still going to be difficult but she was more confident she could move forward.
Page
11