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• • be one of the centers nationwide to answer the Disaster Distress Hotline, were again chosen to monitor social media platforms for the National Suicide Prevention Lifeline, and partnered with Tri -Rail to help reduce suicide by train. 211 staff successfully handled the onslaught of additional calls stemming from both the Parkland school shooting and the two celebrity suicides of Kate Spade and Anthony Bourdain (In June 2018, calls coming in on the suicide line more than doubled!) Our Resource Center managed to still meet all Key Performance Indicators despite these spikes in contacts. Lastly, in 2018, 211 was awarded the NonProfit of the Year (in large budget category) "Hats Off Award" by NonProfits First, the accrediting agency in Palm Beach County. We continue to stay abreast of trends in needs and are proactive in finding ways to alleviate some of the pain and suffering stemming from mental health, addiction, and the lack of basic human needs. 3. Briefly list any certifications and/or accreditations obtained by your agency. In regard to areas of expertise, since 1996 211 Palm Beach/Treasure Coast has been accredited by the American Association for Suicidology (AAS) and is currently in the process of reaccreditation. In 2001, we were 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 and are currently in the re-accrediation process as well. Of further note, eleven members of eligible staff are individually AIRS certified (69%) and all Resource Center staff are or are in the process of being certified by the Florida Council Against Sexual Violence. We hosted an AIRS exam in March 2019 for eligible staff to take and become certified. Additionally, it should be noted that all Resource Center staff complete a 100+ hour training program before ever handling a call. 4. How does your program differ from similar ones provided in the community? How do the programs complement those offered by other agencies? 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, or via text, chat, or email. Our website (www.211treasurecoast.orq) also has a comprehensive database that individuals may refer to for assistance if that is preferred. 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 103 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. 171