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River County, including our Sunshine Telephone Reassurance Program, our new Caregiver program, our Help Me Grow (HMG) program, and our MYFLVET program. All of these programs accept referrals from individuals who initially requested help on the 211 Helpline, but who can benefit from the advocacy and care coordination that each of these programs offer.During the past year 211 Palm Beach/Treasure Coast has continued to make progress towards our ' agency -wide goals and has enjoyed several noteworthy achievements. 211 is honored to be viewed as a crucial disaster resource, and we are here to support the community through every disaster that we face. Our agency has continued to operate in a hybrid -remote system of operations since the start of the pandemic and we have never ceased to be able to provide our services to the residents of Martin County on a 24-hour basis. Volume has ebbed and flowed throughout the pandemic, however it has since stabilized and now remains steady. We are proud that our Resource Center has been able to effectively handle the shifting volume of requests for help received from individuals in crisis, and we have never left a member of our community without the support that they desperately need. Throughout the past year, our agency has continued to rely heavily on the use of virtual platforms to conduct outreach and our engagement on social media remains elevated as compared to our pre -pandemic baseline. The lingering impacts of the pandemic continue to present obstacles for those we serve, and many individuals have had their existing crisis situations exacerbated due to this public health crisis. During the pandemic our Resource Center has been receiving and assisting with requests for help from individuals who are searching for testing site and vaccination information, struggling with financial hardships, and battling with their mental health, some even to the point of having thoughts of suicide. For each of these individuals, 211 has been available, every single day, 24 -hours a day, providing them with the emergency resources and support that they need to get through this disaster. Other accomplishments within the past year include our agency's implementation of a cloud -based phone system. While this switch was a major endeavor for our agency, it was necessary for our system to be able to support an elevated call volume and to reduce technology related glitches within our old system that threatened the continuity of our operations. In addition, this system will better facilitate the transition to hybrid -remote work should it ever be necessary again due to a disaster, such as a pandemic. 211 is also pleased that we have expanded upon the breadth of our services by taking on additional contracts with local partners, this includes a targeted violence prevention program with local law enforcement and a first responder crisis counseling project. We are looking forward to launching these projects in the coming months and further supporting those who we serve, particularly those who are most at -risk. Our agency has also recently been awarded nationally competitive multi-year contracts through the National Suicide Prevention Lifeline to expand upon our Lifeline chat services and provide moderation to their social media pages, allowing us to maximize our reach and assist even more individuals who are having thoughts of suicide. Additionally, one of our agency's Sunshine Telephone Reassurance volunteers was recognized at the Nonprofits First Hats Off ' Awards, being awarded the honor of "Volunteer of the Year". We are proud of our volunteers and all that they do to support our mission on a daily basis. In addition, 211 has recently taken steps towards launching a capital campaign in order to construct a new facility to house the future of our agency's operations. Our current facility is outdated and though efforts have been made to maintain its integrity, it has begun to deteriorate. It was not designed to withstand extreme weather, and due to its structure, cannot be hardened. It may not hold through another significant storm. Damage to the facility would jeopardize 211's continuity of operations, which puts lives at risk. Providing our services to people in crisis is our priority, but our building has been falling down in disrepair around us, creating many challenges including the safety of staff, time and money spent on temporary fixes, and the ability to work uninterrupted. As we have grown, the need for more space has become an issue, one that requires immediate attention. A larger facility would allow us to better manage the recent expansion as well as increase our capacity for the future. We would not want a lack of available infrastructure to be a limiting factor in our ability to help meet community needs. By undertaking a capital campaign, we are able to take the goal of constructing a new building for the future of 211's operations one step closer to becoming a reality. s. bnerny ust any cernrncations anaior accreaitauons oatarnea ay your agency. 211 Palm Beach/Treasure Coast has been accredited to provide crisis intervention and suicide prevention services by the American Association for Suicidology (MS) since 1996, and were recently re -accredited at the highest 5 year level in 2020. Additionally, our agency is accredited by the Alliance for Information and Referral Services (AIRS) and was recently re -accredited in 2019. AIRS accredits over 100 various agencies within the United States and Canada to provide Information and Referral Services. Furthermore, 211 strives to maintain a high percentage of our Resource Center Specialists who are individually certified to provide Information and Referral services through AIRS. Our Resource Center Specialists are also certified by the Florida Council Against Sexual Violence. Before ever accepting a request for help from an individual in crisis, our Specialists must first undergo a 100+ hour training program which provides them with the skills that they need to operate the necessary technology and effectively deescalate individuals in distress. ` E11