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Specialized Hotline Services

As a contact center available 24 hours a day, 7 days a week, 365 days a year staffed by certified Community Resource Advisors and a cutting-edge nationally recognized Quality Assurance Department with measurable performance standards – 211 LA provides government, private, public and non-profit organizations the unique opportunity to partner with an organization that seeks to provide quality customer service to the residents of Los Angeles County. Why partner with 2-1-1 for your specialized hotline?  Often, your clients’ needs go beyond the services that your agency provides.  By leveraging the largest resource directory in LA County, 211 LA is able to support the additional assessment and referral to fully assist a client in need – reinforcing the no-wrong-door approach that reduces the cost and effort involved with chasing after individual pieces of information. Our service offerings include, but not limited to:

  • Client Needs Assessment
  • Resource Referral Tracking
  • Demographic Data Collection
  • System Navigation Support (e.g. eligibility and other screening, information regarding service hours, required documentation, awareness of multiple agencies/steps required, follow-up related to success of referrals, information regarding other appropriate referrals based on caller situation, etc.)
  • Warm Transfer Capability
  • Client Follow-up
  • Education/Awareness (current/past campaigns include CalFresh, Covered CA, Medi-Cal, Earned Income Tax Credit, violence prevention, safely surrendered baby law, parenting for families with 0-5 aged children, disaster preparedness, and digital information/internet access)
  • Care Coordination (health/needs screening, service and resource referral tracking, education, advocacy, care plan development/implementation, demographic data collection, client follow-up, service outcome confirmation)
  • Access to 211 LA's comprehensive resource database containing close to 50,000 social and human services and programs available in LA County
  • Outcomes and Performance Reporting
  • Service supporting access in over 140 languages 24 hours a day, 7 days a week, 365 days a year.

In addition to 2-1-1 information and referral services, 211 LA County provides specialized hotline support for:

  • Elder Abuse Prevention
  • California Emerging Technology Fund (digital literacy and low cost computers/internet)
  • Covered California outreach and education
  • Screening and Care Coordination for Developmental Delays and Autism
  • Code Enforcement for Unincorporated Areas of Los Angeles County
  • Office of Emergency Management’s Disaster Information and Rumor Control Services
  • Safe Surrender Baby Hotline