2016 Annual Report

232-HELP is a 501(c)3 non-profit, comprehensive information and referral agency providing hope and assistance to children, couples, single parents, senior citizens, people with handicaps, teens, men and women suffering from domestic violence, homeless, individuals, families and communities. We develop, provide for, advocate and refer those in need to community-based services. Our staff is called Information & Referral (I & R) specialists.

In collaboration with a host of service providers, our I & R staff dedicates its expertise and empathy in assessing and responding to the myraid of crises befalling people, oftentimes through no fault of their own. Staff support is offered in an inviting, non-judgemental and confidential manner, helping callers to clarify their situation and to make informed decisions about possible solutions. Sometimes, the need is simply the phone number of an agency. Other times, more complex case management is required when multiple issues are presented needing a coordinated response between a multitude of service providers.

232-HELP maintains a database of more than 1,800 programs, which offers over 2,600 services to Acadiana. Accurate and up-to-date information is maintained for organizations from the smallest food pantries to the largest State and Federal entities. Resource information is obtained through annual community service updates, outreach events and partnership meetings, which allow us to collect information, promote our services and participate in local initiatives.

People who contact us - from all generations and walks-of-life within our 10-parish service area and from various other parts of Louisiana and other States - leave with the tools, skills, connections and confidence to face life's challenges.

The primary purpose of follow-up calls is for the benefit of inquirers to see if their needs are met. If the inquirer has not received services, the need has not been met or new needs are identified, additional appropriate referrals are provided. Information gathered during the follow-up process is also used as a further means of evaluating the effectiveness of existing community service providers, 232-HELP service delivery and for identifying gaps in community services.

Of the 5,142 follow-up calls made in 2016, 4988 households received assistance from referrals provided by 232-HELP. Unmet needs totaled 1,537: callers who did not receive assistance due to geographic boundaries, ineligibility, lack of follow-through, depletion of resources (program dispensed all funds) and/or no resource availability.

During follow-up calls and when attempting to secure services requested by inquirers, specialists may discover there is no service in the community that meets a particular need. Identifying gaps and knowing the number of people affected helps 232-HELP, other service providers and the community consider new or expanding programming.

232-HELP has a rich history of starting and incubating new programs when needed. We have given birth to more than 30 different nonprofit organizations including the Rape Crisis Center, Child Protection Agency, the Lafayette Community Health Care Clinic, Epilepsy Support Group, Down Syndrome Foundation, among others. Today, each of these continue to provide valuable services throughout Acadiana.

1537 (30%) of persons who received follow up calls also reported Unmet Needs

Within this group, Unmet Needs were discovered for the following services as indicated by 807 persons, either because
(a) the agency no longer provided the service;
(b) the agency had depleted all available funds for the service; or
(c) the caller did not, upon interview and application, qualify for the a particular agency’s program.

Assessments involve a variety of communication techniques, including active listening, to access the needs of inquirers. It is critical to thoroughly understand an inquirer's situation before giving information and/or referrals or providing advocacy services.

232-HELP callers primarily needed the following types of assistance:

• Information giving is a response to specific inquiries about human services. The information may range from a limited response, such as a phone number or address to fully developed case management assistance.
• Referrals involve assessing the needs of a client as openly and non-obtrusively as possible, identifying appropriate resources that meet those needs, and allowing the client to choose from a variety of service options.
• Advocacy occurs on behalf of an individual when, once eligibility is confirmed, services are not adequately provided or when the individual is unable to obtain a service on their own.

232-HELP collects and organizes aggregate information on the demographics of clients and their needs so that we can measure performance and to support community planning. These statistics help funders, government entities and other social service organizations:

• Understand why there is a need for a particular service;
• Gender and age groups of those using the services;
• Where services are needed or are lacking; and,
• Which programs are doing well.

The reports generated from this data provide valuable information on programs available to youth and families, whether to continue certain services, or establishes baselines in determining the amount of funds needed to initiate services.

232-HELP is a steward of the community's health and well-being. Our economic role is quite substantial. We do more than simply provide supportive community services; we are a significant contributor to the economy. There is a immeasurable value in understanding and recognizing the economic impact of our services and in-house programs within our community, our region and our state.

232-HELP is a single-destination agency providing information, education and referral services. Guidance and direct services are rendered as required.

232-HELP exists to help those in crisis return to being healthy and productive members of the community and to empower and strengthen individuals and families by connecting those in need with community and social services that address their needs.

1. Facilitating referral to the proper agency or group for those who need help and following through on all referrals.
2. Rendering, when possible, direct services in the absence of any other agency, individual or organized service capable of responding to a particular request for help.
3. Collaborating and networking with other community service organizations within the 232-HELP area-geographic boundaries, as well as, other Louisiana 211 providers.
4. Educating the public on matters related to health and social problems.
5. Identifying gaps in community services and incubating new programs where needed.
6. Engaging in realistic long-range planning to ensure the delivery of our Mission.