Single Point of Access (Frederick County FY 17 and Beyond - Annual)
Program Summary
The 2-1-1 system provides a “single point of access” 24 hours a day, seven days per week. Trained phone counselors will be available to respond to the needs of callers throughout Western Maryland—from resource and referral to more urgent mental health needs. The Single Point of Access may also serve as an entry and referral point for jurisdiction-based navigation services.
Target Population
Families with human service needs in Frederick County.
Measures
Period
Trend
% Change
Staffing to meet the demand is the biggest challenge for the program. The program has encountered several budget cuts. Staffing has not been able to keep pace with the demand. Despite this fact, callers indicate satisfaction with our service and are connected to services more than 60% of the time.
The 2-1-1 call center maintains a robust database of programs available to Frederick County residents and dedicates a full-time position to ensuring this information is accurate. Having a direct connection to the walk-in crisis service at the Mental Health Association and a formal partnership dispatching mobile crisis services in the County, is important for callers in immediate crisis.
The program will continue to focus on training and supervision to ensure quality. In addition to formal supervision of 2-1-1 staff handling calls that are often life and death, the program provide additional support to these staff.
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