Getting Help from 2-1-1: A Statewide Study of Referral Outcomes

被引:23
作者
Boyum, Sonia [1 ]
Kreuter, Matthew W. [1 ]
McQueen, Amy [1 ]
Thompson, Tess [2 ]
Greer, Regina [3 ]
机构
[1] Washington Univ, Hlth Commun Res Lab, 700 Rosedale Ave,Campus Box 1009, St Louis, MO 63112 USA
[2] Washington Univ, Brown Sch Social Work, St Louis, MO 63112 USA
[3] United Way 2-1-1 Missouri, St Louis, MO USA
关键词
Basic needs; material hardship; social services; information and referral; HEALTH; NEEDS; INFORMATION; SERVICES; CALLERS; WORK;
D O I
10.1080/01488376.2015.1109576
中图分类号
C916 [社会工作、社会管理、社会规划];
学科分类号
1204 ;
摘要
The 2-1-1 information and referral helpline connects economically vulnerable Americans with needed health and social services in their communities. This longitudinal study followed a random sample of 2-1-1 callers in Missouri (n = 1,235) to determine the results of the referrals they received. One month after calling 2-1-1, most remembered receiving (93%), tried contacting (91%), and reached (82%) at least one referral they received. Far fewer (36%) received assistance from the referral, ranging from 17% for housing assistance to 67% for food assistance. Callers receiving assistance were much more likely than those not receiving assistance to report at the one-month follow-up that their problem had been resolved (OR = 3.0, 95% CI = 2.2, 4.1), although this was less true among callers with multiple unmet basic needs. Findings explain how 2-1-1 helps callers resolve problems but also helps them identify missed opportunities in the current system. Future research could elucidate how 2-1-1 callers resolve problems; it could also find ways to improve outcomes for the most disadvantaged 2-1-1 callers.
引用
收藏
页码:402 / 411
页数:10
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