Eden I&R
March 2020 E-Newsletter
211 Responds to Spike in Calls about Coronavirus

211 is an essential service! Our daily call volume has nearly doubled in the weeks since Alameda County's shelter in place order was issued on March 16.  We are working around the clock to answer calls and provide information and resources to those with questions about the shelter in place order, COVID-19, and the myriad other issues our callers are facing. We have also responded by:

- L aunching a texting campaign encouraging people to text “COVID19” to 211211 for information on how the illness spreads, prevention, symptoms and more. Over 1,100 individuals in Alameda County have texted this number to date.

- Adding pre-recorded messages to our phone line in both English & Spanish so callers can learn basic information about the virus and California's Stay at Home order while they wait to speak with a 211 Phone Resource Specialist.

- Moving 2 11 staff to remote work where possible, so the service can continue even if the need arises for one or more staff members to be quarantined due to COVID-19.

- Adding a COVID-19 page to our website and updating Facebook and Twitter frequently with emerging information and resources related to the coronavirus.
Caller Stories
A homeless Oakland man who is blind called seeking help after his tent burned down. His walking stick was also damaged in the fire, making it hard for him to go to an emergency shelter. He had already been assessed for Alameda County's Coordinated Entry System. Many of the other resources he attempted to access were either closed or overwhelmed due to the coronavirus. 211 was able to connect this caller with the National Red Cross who offered to provide him with a new tent as well as funds to help with clothes and other possessions he lost in the fire.

For 211 call examples from February, click here.
211 By the Numbers - February 2019
211 Alameda County

4,950 conversations handled*

6,195 referrals provided

*reflects both calls and two-way texts to 211

72% female

27% single mothers with minor children

54% Living with disabilities
Average Call Length

4:21  minutes
Average Wait Time

2:47 minutes
Services Database

418 agency record updates

775 program record updates
Housing Database

270 units added

1,517 records updated
"The 211 staff member was outstanding and helpful. I’m so grateful that you guys have her helping us that are less fortunate." - 211 Caller
AHIP (AIDS Housing Information Project)
AHIP (AIDS Housing Information Project) offers housing and human services resource referrals to People Living with HIV/AIDS via a designated phone line and through one-on-one, in-person assistance at clinics and AIDS Service Organizations.

In February, AHIP had 11 in-person meetings and 84 calls with clients, and provided 95 service referrals and 381 housing referrals.
February Outreach
112 people engaged at events and fairs

24 community meetings attended

24,500 website page views
3,261 outreach materials distributed

4 disaster preparedness trainings held

5,802 website sessions/visitors
Thank You to Our Partners
Referral Partner Spotlight - City of Hayward
COVID-19 Testing Center

The City of Hayward is now offering COVID-19 testing for people with COVID-19 symptoms, and for first-responders and health-care workers with suspected recent exposure to the coronavirus. At the direction of the Alameda County Health Officer, members of the general public must be symptomatic for COVID-19 infection and have a fever over 100 degrees in order to be tested. COVID-19 symptoms include a cough and shortness of breath.

The testing center is located at Hayward Fire Station #7, 28270 Huntwood Avenue. Hours of Operation are generally, 9 a.m. - 6 p.m. Tuesday through Sunday or until the maximum available number of tests for the day are exhausted. For more information, visit the City of Hayward's website .
Donor Spotlight - Walter & Elise Haas Fund

Eden I&R thanks the Walter & Elise Haas fund not only for their ongoing support of our disaster preparedness and 211 programs, but for providing an additional grant to help us take precautions necessary to continue to serve seniors and vulnerable populations that are at particularly high risk during the COVID-19 outbreak. To learn more about the Walter & Elise Haas Fund visit their website .