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River elders and the homebound. This service was initiated in 2015, and we currently call 40 Indian River County residents daily to ensure their safety and provide a friendly hello. Through marketing and community outreach, this number continues to grow each year. Also, during 2017, 211 Helpline enjoyed other successes. These included being granted several awards through competitive processes, allowing us to have the following agency - wide accomplishments: ® Two staff received scholarships and became certified trainers in the "ASIST" model of suicide prevention (Applied Suicide Intervention Skills Training). They are now available to serve as community trainers in this regard. They completed their first community training for the West Palm Beach Police Department in November. Grant funding paid for many improvements of our infrastructure including roof replacement, email migration to cloud, new computers for a number of staff, and new phones and software for our Resource Center. In the days leading up to Hurricane Irma and immediately after the storm hit, our staff fielded double the normal call volume on a typical day. 3. Briefly list any certifications and/or accreditations obtained by your agency. 211 HelpLine is accredited by the American Association for Suicidology (AAS) and was the first agency in the State of Florida and the fifth in the nation to receive accreditation by the national Alliance of Information &. Referral Systems (AIRS) which accredits over 100 agencies in the US and Canada. Further, 211 is certified by Contact USA in relation to Chat services, and Non Profits First. Additionally, ten members of the staff are individually AIRS certified (59%) and seven Resource Center staff are certified by the Florida Council Against Sexual Violence (70%). We have plans to host an AIRS exam in July for all eligible staff to take and become certified. B. Organization Capability (Continued) 4. How does your program differ from similar ones provided in the community? How do the programs ent those ortered by other There are no similar programs in Indian River County. 211 HelpLine is the only 24 hour/7 day per week community helpline and crisis hotline operating in Indian River County, accessible by dialing an easy to remember 3 digit number. The 211 HelpLine complements the programs and services offered by other agencies since we refer to them and also receive referrals of clients from them when an individual has a need that they cannot meet or are not aware of available services. Further, by having 211 HelpLine available 24/7, agencies, including government and law enforcement (particularly 911) receive fewer inappropriate calls and have confidence that there is a service with a comprehensive health and human service database with trained staff available to their constituents, thus saving their time and resources. Critical to the operation of 211 HelpLine is the relationship that we have with all the agencies and programs serving Indian River County. We have memorandums of agreement with agencies throughout our service area and rely on these agencies to provide us with up-to-date information on their services and to accept referrals from 211. There are 105 Indian River County agencies in our database, with approximately 1,600 agencies overall in our five county region, offering over 4,000 community based services. All of these organizations provide us with information and accept referrals from our service. Page 4 of 13 174