211

ALBERTA QUARTERLY REPORT

211 ALBERTA | Q1 REPORT 2014
JANUARY - MARCH

HIGHLIGHTS OF THE QUARTER

All entries are for example only and do not reflect actual data.

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211 ALBERTA QUARTERLY REPORT

OVERALL CALL VOLUME

CALGARY EDMONTON
& AREA
& AREA

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

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211 ALBERTA QUARTERLY REPORT

CALLER DEMOGRAPHICS

CALGARY EDMONTON CENTRAL RMWB NORTH
& AREA
& AREA
CENTRAL

SOUTH NORTH NORTH SOUTH

CENTRAL EAST
WEST
EAST

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

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211 ALBERTA QUARTERLY REPORT

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%

Mental Health and

Substance Abuse
Services
10%

Education
5%
Environment and
Public Health/Safety
2%
Health Care
5%

Individual and
Family Life
24%

Income Support and

Employment
16%

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211 ALBERTA QUARTERLY REPORT

CALL ISSUES: REGIONAL BREAKDOWN

CALL ISSUES

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

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211 ALBERTA QUARTERLY REPORT

UNMET NEEDS

Free dental service

Free child care
Moving assistance
Financial assistance for refugee medical services
Snow shovelling service
Financial assistance to cover cost of copies of a medical report
Parenting classes for parents with mental health issues
Free storage

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

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211 ALBERTA QUARTERLY REPORT

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

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211 ALBERTA QUARTERLY REPORT

LANGUAGE OF CALLER

Depending on current staffing, 211 Information and Referral specialists may speak other languages than English.
For calls that cannot be handled by staff we have a tele-interpreter service that covers multiple languages.


Language of caller
# of calls requiring an
interpreter
Amharic
Arabic
Cantonese
Czech
English
Farsi
French
Hungarian
Italian
Korean
Mandarin
Polish
Punjabi
Russian
Slovak
Spanish
Tamil
Urdu
Vietnamese

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211 ALBERTA QUARTERLY REPORT

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

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211 ALBERTA QUARTERLY REPORT

LOCATION OF CALLER

LOCATION OF CALLER

# OF CALLS

Calgary and Area

Edmonton and Area

Central

RMWB

North Central

South Central

North East

North West

South East

South West

Unknown/Declined

UNFUNDED CALLS ANSWERED

???

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10

211 ALBERTA QUARTERLY REPORT

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.

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