2-1-1 Maine caravan celebrates service

    PRESQUE ISLE, Maine – July marks the one-year anniversary of Maine’s 2-1-1 statewide service – a convenient way to access information on a variety of agencies and organizations across the state.  To celebrate the occasion, the 2-1-1 caravan will be traveling the state to help inform the public on the service and how it can be a benefit in anyone’s daily life.
The caravan departed Presque Isle on July 17, following a gathering at the gazebo at Connect North America’s Green Hill Drive location. Before heading out, officials took the opportunity to explain the program and how it puts much-needed information at the disposal of anyone with access to a telephone.
“2-1-1 provides full access all over the state, whether you have a land line or a cell phone,” said Bill Vickerson, president of 2-1-1 Maine.
Vickerson explained that 2-1-1 is an easy number to remember and connects people to a full range of non-emergency health and social services within their community.
Access is available to all Maine residents 24 hours a day, seven days a week. The service provides support during times of disaster, providing information and rumor control for the public.
According to Vickerson, 2-1-1 assures quality, valid data on local information and referral sources for all areas of the state. The service is accountable for customer satisfaction and call outcome measurement as well. Such data can also be a valuable tool in community planning.
With 2-1-1, callers talk to real people, not an automated system. This helps reduce the stress in obtaining information. The service is designed so trained telephone specialists draw out necessary information from the caller, understand the problem and find the organizations best suited to provide the help the caller needs. 2-1-1 also works closely with emergency providers to promptly transition callers to medical and emergency care if such is necessary.
“We want to get the message out that it’s (2-1-1) all over the state, not just the Portland area. That’s why we’re kicking off the caravan here,” said Vickerson, noting 2-1-1 is headquartered at Ingraham in Portland.
Established statewide a year ago through a pilot project, 2-1-1 was first implemented in Cumberland and Washington counties.
“That took place in February of 2006. We wanted to try one large and one small county. Next we expanded to Penobscot and York counties in April of 2006. From there we went statewide by July 2006. This venture is a collaborative effort on the part of a number of agencies and organizations. Funding comes from corporate and private organizations, public entities, the United Way,” said Vickerson.
There is only one call center in the state, located in Portland.
“We have one centralized call center in Portland. There is no technical reason to have more than one center,” based on the state’s population and demand for information at this time, said Robbie Lipsman, director of 2-1-1 Maine.
Vickerson said being headquartered at Ingraham is a good match for 2-1-1, since Ingraham has an information referral system.
“They have the experience in referrals,” said Vickerson.
The headquarters may be in Portland, but information is available for services statewide.
“We all, from time to time, need some type of service and don’t know where to go. Often services are not available in a caller’s county and they need to know where to go. 2-1-1 can help them find what they’re looking for,” said Claudia Stevens, executive director of the United Way of Aroostook, who planned to travel with the caravan as it made its way south on Tuesday.
Vickerson said Maine was one of only 15 states handling calls on a 24/7 basis.
“2-1-1 Maine handles calls for New Hampshire on weekends and some calls for Vermont at this time,” said Vickerson.
At Tuesday morning’s kick-off festivities, Stevens noted that Governor John E. Baldacci had planned to attend the gathering in Waterville later in the day but would be attending the funeral of a Maine soldier killed in Iraq instead. United Way Board Chairman Brian Sipe was given the honor of reading a statement from the governor.
In the statement, Baldacci acknowledged what a valuable resource 2-1-1 would be to Maine callers.
“This is a critical purpose of government. 2-1-1 provides access to services promoting health and wellness. This is one-stop shopping, effectively connecting people with the services they need,” said Sipe, reading from Baldacci’s statement. “This will improve the quality of life in Maine.”
Sharon Campbell, a representative from Sen. Olympia Snowe’s Presque Isle office, read a statement from Snowe.
“We can join forces and work toward a common goal to achieve progress,” Campbell read from Snowe’s statement. “2-1-1 provides Mainers with a comprehensive statewide service. By establishing 2-1-1, the state leads other states in providing access (to information). I will continue to spearhead the effort to secure grants (for such programs) to lead other states.”
Barbara Hayslett, representing Congressman Michael Michaud, read his words to those at the ceremony.
“One of the biggest hardships for Mainers is the lack of communication and gaps of information for critical services. The creation of the 2-1-1 program has eased this burden for all of Maine’s citizens and has made the state a safer place,” read Hayslett from Michaud’s statement. “In the past year, 2-1-1 received nearly 30,000 calls. During the recent Patriot’s Day Nor’easter, 2-1-1 received nearly 500 calls to provide financial assistance and help for storms.”
Vickerson wished to thank those who’ve made the system a success this past year.
“This was a collaborative effort of private enterprise, the state, non-profits and volunteers. They have made 2-1-1 the success it is,” said Vickerson.
The 2-1-1 system has been around for 10 years, with the first call center initiated by the United Way of Metropolitan Atlanta in 1997. Connecticut followed in 1998. In July 2000, the Federal Communications Commission approved the use of 2-1-1 on the national level for information and referral. Currently there are 26 states operating call centers, serving nearly one-third of the United States.
Plans for Maine’s program began in July 2000 with the creation of a task force made up of the United Way, agency and state government representatives. They reviewed models from various states and completed a survey of information in Maine, establishing the principles and standards for 2-1-1 Maine. By March 2003, 2-1-1 Maine, Inc. was incorporated and a Memorandum of Understanding was signed with Ingraham to operate the call center in Portland, with a target date of July 2005 established for operation. The system was operational by February 2006 and has been in use ever since.
The caravan left Presque Isle shortly after 9 a.m. Four more stops were scheduled: 11:30 a.m. to 12 p.m. in Bangor, 1:30-2 p.m. in Waterville, 4-4:30 p.m. in Portland and 6-6:30 p.m. in Kennebunk.
Before departing, Stevens had one request for those in attendance.
“I leave you with one thought. Go spread the word; tell everyone about 2-1-1,” said Stevens.