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B. Organizational Capability
<br />1. Provide the mission statement and vision of your organization:
<br />fission Statement:
<br />11 Palm Beach/Treasure Coast's mission is to save lives through crisis intervention and by connecting people to health,
<br />ental health, and wellness services 24 hours a day every day.
<br />Vision
<br />211 Palm Beach/Treasure Coast envisions a community where people in crisis receive the information and support they
<br />need to weather life's storms.
<br />z. Provide a anet summary of your organization, including areas of expertise, accomplishments and population served.
<br />The 211 Helpline is a 501(c)3 non-profit providing individuals and families in Indian River County with a community
<br />helpline and crisis hotline that can assist those who are struggling with some of life's biggest challenges. The primary
<br />goal of our organization is to be there for individuals in crisis by connecting them to appropriate information and health
<br />and human services resources for their unique situations, as well as providing emotional support, crisis intervention,
<br />and suicide prevention services to get them through their most difficult times. Through the operation of our additional in-
<br />house programs, our agency offers extra support in the form of advocacy and care coordination to the most vulnerable
<br />populations within our community, including the elderly, caregivers, veterans, and children. The 211 Helpline is
<br />available 24/7 and
<br />is completely free and confidential for every individual residing in Indian River County who reaches out for assistance.
<br />All of these services can be easily accessed via phone, text, email, chat, or independent searches through our online
<br />database of resources. 211 serves as a central "gateway" to all available health and human services agencies to
<br />connect the individuals in Indian River County to the appropriate resources. The 211 Helpline is here to get every
<br />individual connected to the resources and support that they often desperately need.
<br />211 has been providing our lifesaving services for the past 51 years, and we are currently in our 16th year of being
<br />available to the residents of Indian River County. Our Resource Center Specialists are highly trained to provide non-
<br />judgmental, active listening while utilizing our extensive database of health and human services programs to make
<br />appropriate referrals based on the individual requesting help's needs. In addition, 211 is the Treasure Coast's regional
<br />responder to the National Suicide Prevention Lifeline, meaning that anyone from Indian River County who dials the 1-
<br />800 -273 -TALK number, will be instantly connected to one our Specialists who are specifically trained in evidence -based
<br />risis intervention and suicide prevention practices. By providing these essential services, the 211 Helpline is able to
<br />educe the strain on local 9-1-1 operators and law enforcement entities and allow them to conserve their vital resources
<br />for immediate emergencies within the community. After the rollout in July, the new 3 -digit number for suicide prevention
<br />(988) is expected to see sharp increases in the volume of these calls.
<br />In regards to population served, the 211 Helpline does not discriminate and any individual regardless of their age, race,
<br />ethnicity, gender, sexuality, socioeconomic status, religion, etc. can benefit from our services. In 2021, the 211 Helpline
<br />responded to 3,663 residents of Indian River County who requested help via phone, text, and email, and provided
<br />6,094 referrals to local agencies. These individuals requesting help expressed 5,862 various problems and needs, with
<br />the top individual need (27%) being for mental health and substance abuse concerns, including 93 calls related to
<br />suicide. Financial assistance, consisting of requests for various needs including housing, utility assistance, food and
<br />meals, income support assistance, and clothing/personal/household needs, accounted for 45% of all expressed
<br />concerns. Due the impacts of the COVID-19 pandemic, needs regarding healthcare in Indian River County jumped from
<br />9% in 2019 to over 16% in 2020. In 2021, it was 14%. For this year, we assisted 19,251 individuals requesting help
<br />throughout the entire Treasure Coast service area.
<br />Special attributes of 211 Helpline's services and areas of expertise are as follows:
<br />• Active Listening
<br />• Crisis Intervention
<br />• Non -Directive Counseling
<br />• Extensive Staff Training (100+hours)
<br />• Knowledge and Expertise in Suicide Lethality Evaluation and Prevention
<br />• Quality, Comprehensive Resource Database
<br />• Service Availability 24 hours a day, 365 days a year
<br />• Access via Phone, Chat, E-mail, Text, and website
<br />• Toll Free Availability
<br />• Interpreter Service
<br />• Collection and Reporting of Service Information/Community Needs
<br />The 211 Helpline Treasure Coast Resource Center is a clear example of how collaboration and consolidation can result
<br />cost efficiency. By having a single facility, administrative infrastructure, fiscal/HR/IT department, and set of computers
<br />and software that allows us to serve our entire five -county service area, our agency is able to incur vastly reduced costs
<br />as compared to having a separate for each county that we serve. Much of the work that is conducted by 211 and our
<br />various programs is telephonebased, and as such we are able to efficiently assist the residents of every county that we
<br />serve from our single facility. Our agency is able to provide several telephone -based programs to the residents of Indian
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