Getting help from 2-1-1: A statewide study of referral outcomes

Sonia Boyum, Matthew W Kreuter, Amy McQueen, Tess Thompson, Regina Greer, Sonia Boyum, Matthew W Kreuter, Amy McQueen, Tess Thompson, Regina Greer

Abstract

The 2-1-1 information and referral helpline connects economically vulnerable Americans with needed health and social services in their communities. This longitudinal study followed a random sample of 2-1-1 callers in Missouri (n=1,235) to determine the results of the referrals they received. One month after calling 2-1-1, most remembered receiving (93%), tried contacting (91%) and reached (82%) at least one referral they received. Far fewer (36%) received assistance from the referral, ranging from 17% for housing assistance to 67% for food assistance. Callers receiving assistance were much more likely than those not receiving assistance to report at 1-month follow-up that their problem had been resolved (OR=3.0, 95% CI=2.2, 4.1), although this was less true among callers with multiple unmet basic needs. Findings explain how 2-1-1 helps callers resolve problems, but also identifies missed opportunities in the current system. Future research could elucidate how 2-1-1 callers resolve problems and find ways to improve outcomes for the most disadvantaged 2-1-1 callers.

Keywords: basic needs; information and referral; material hardship; social services.

Figures

Figure 1. Flow diagram of 2-1-1 referral…
Figure 1. Flow diagram of 2-1-1 referral outcomes*
* Data are presented for up to 3 referrals for the first service request ** Responses were open ended and only the most common responses are shown here.

References

    1. Alcaraz KI, Arnold LD, Eddens KS, Lai C, Rath S, Greer R, Kreuter MW. Exploring 2-1-1 service requests as potential markers for cancer control needs. American Journal of Preventive Medicine. 2012;43(6S5):S469–S474.
    1. Allward SW. Place, race, and access to the safety net. In: Lin AC, Harris DR, editors. The colors of poverty. New York: Russell Sage Foundation; 2008. pp. 232–260.
    1. Blazer D, Sachs-Ericsson N, Hybels C. Perception of unmet basic needs as a predictor of mortality among community-dwelling older adults. American Journal of Public Health. 2005;95(2):299–304.
    1. Busch NB, Wolfer TA. Battered women speak out: welfare reform and their decisions to disclose. Violence Against Women. 2002;8(5):566–584.
    1. Daily LS. Health research and surveillance potential to partner with 2-1-1. American Journal of Preventive Medicine. 2012;43(6S5):S422–S424.
    1. Eddens K, Kreuter MW, Archer K. Proactive screening for health needs in United Way’s 2-1-1 information and referral service. Journal of Social Service Research. 2011;37:113–123.
    1. Fuller-Thomson E, Redmond M. Falling through the social safety net: Food stamp use and nonuse among older impoverished Americans. The Gerontologist. 2008;48(2):235–244.
    1. Geiger JR, Wilks SE, Livermore MM. Predicting SNAP participation in older adults: Do age categorizations matter? Educational Gerontology. 2014;40(12):932–946.
    1. Gould-Werth A. “The help we get”: Racial differences in private safety nets and the scarring effects of unemployment following the great recession (Working Paper No. 14-01) Ann Arbor, Michigan: National Poverty Center; 2014. Retrieved from .
    1. Guy MC, Seltzer RGN, Cameron M, Pugmire J, Michael S, Leischow SJ. Relationship between smokers' modes of entry into quitlines and treatment outcomes. American Journal of Health Behavior. 2012;36(1):3–11.
    1. Heflin CM, Corcoran ME, Siefert KA. Work trajectories, income changes and food insufficiency in a Michigan welfare population. Social Service Review. 2007;81(1):3–25.
    1. Heflin CM, Iceland J. Poverty, material hardship and depression. Social Science Quarterly. 2009;90(5):1051–1071.
    1. Iceland J, Bauman KJ. Income poverty and material hardship: How strong is the association? The Journal of Socio-Economics. 2007;36:376–396.
    1. Kerner J, Dusenbury L, Mandelblatt J. Poverty and cultural diversity: Challenges for health promotion among the medically underserved. Annual Review of Public Health. 1993;14:355–377.
    1. Kissane RJ. What's need got to do with it? Barriers to use of nonprofit social services. Journal of Sociology and Social Welfare. 2003;XXX(2):127–148.
    1. Kreuter MW, Eddens KS, Alcaraz KI, Rath S, Lai C, Caito N, Roux A. Use of cancer control referrals by 2-1-1 callers: A randomized trial. American Journal of Preventive Medicine. 2012;43(6S5):S425–S434.
    1. Pilkauskas NV, Currie JM, Garfinkel I. The Great Recession, public transfers, and material hardship. Social Service Review. 2012;86(3):401–427.
    1. Purnell JQ, Kreuter MW, Eddens KS, Ribisl KM, Hannon P, Fernandez ME, Fagin D. Cancer control needs of 2-1-1 callers in Missouri, North Carolina, Texas, and Washington. Journal of Health Care for the Poor and Underserved. 2012;23:752–767.
    1. Purnell JQ, Griffith J, Eddens KS, Kreuter MW. Mobile technology, cancer prevention and health status among diverse low-income adults. American Journal of Health Promotion. 2014;28(6):397–402.
    1. Remler DK, Glied SA. What other programs can teach us: Increasing participation in health insurance programs. American Journal of Public Health. 2003;93(1):67–74.
    1. Rodgers JT, Purnell JQ. Healthcare navigation service in 2-1-1 San Diego: Guiding individuals to the care they need. American Journal of Preventive Medicine. 2012;43(6S5):S450–S456.
    1. Romero D, Chavkin W, Wise PH, Smith LA. Low-income mother's experience with poor health, hardship, work and violence. Violence Against Women. 2003;9(10):1231–1244.
    1. Saxton ML, Naumer CM, Fisher KE. 2-1-1 Information Services: Outcomes assessment, benefit-cost analysis, and policy issues. Government Information Quarterly. 2007;24:186–215.
    1. Schoenberg NE, Coward RT. Residential differences in attitudes about barriers to using community-based services among older adults. The Journal of Rural Health. 1998;14(4):295–304.
    1. Segal S, Silverman C, Temkin T. Empowerment and self-help agency practice for people with mental disabilities. Social Work. 1993;38(6):705–712.
    1. Shaefer HL, Ybarra M. The welfare reforms of the 1990s and the stratification of material well-being among low-income households with children. Children and Youth Services Review. 2012;34:1810–1817.
    1. Shank N. A review of the role of cost-benefit analyses in 2-1-1 diffusion. American Journal of Preventive Medicine. 2012;43(6S5):S497–S505.
    1. Shank N, Rosenbaum D. Examining the potential benefits of a 2-1-1 system: Quantitative and other factors. Information & Referral. 2003;25:1–25.
    1. Wu C-F, Eamon MK. Does receipt of public benefits reduce material hardship in low-income families with children. Children and Youth Services Review. 2010;32:1262–1270.
    1. Wu C-F, Eamon MK. Need for and barriers to accessing public benefits among low-income families with children. Children and Youth Services Review. 2010;32:58–66.

Source: PubMed

Sponsoren und Mitarbeiter

Krankheiten

Drogeninterventionen

3
Abonnieren