We've got your back

I was just downstairs talking with a woman who was referred to 2-1-1 On the Go! by a case manager at COTS. She is a 60 year old woman from Detroit who tried to make a go of it in Baton Rouge, Louisiana last year, only to end up homeless from lack of available work. She returned to Detroit in March and was almost instantly homeless. She has been back in town for only three weeks, but already had many stories to tell me about walking from Highland Park to Hart Plaza and back in a day, just to get help. To give her story a bit more credibility, it should be noted that she walked here from COTS this morning to meet with me at 9:00 AM in 40 degrees, wind and rain. She didn't need to walk here (because we would've come to her), but the case manager didn't know that, so off she went on her 60 year old legs to take another chance on getting some help.

We talked for about half an hour, during which time she eventually teared-up and said this, "I've been waiting so long just to hear those words... for someone to say, 'We know you're trying, and we've got your back.'"

This is the kind of experience that lets me know I'm blessed to be doing this work. I just wanted to share this encouragement with you all: that the seemingly mundane, tedious tasks we sometimes must do to create and maintain a program do have meaningful, personal impact on real people. I'm glad to be a part of this team.

Nicholas Monterosso
2-1-1 on the Go

Crain's Detroit Business: Ilitch Charities for Children changes name, announces grants

By Sherri Begin

Ilitch Charities for Children Tuesday announced $50,000 in economic-development grants.

The charitable arm of companies owned by Michael and Marian Ilitch has also changed its name to Ilitch Charities to reflect its scope beyond programs that improve the lives of children in the areas of health, education and recreation.

Broadening the organization’s mission to include a focus on economic development “will allow us to address not only shorter-term needs, but support longer-term efforts that will result in increased jobs and an improved economy, which we believe attacks many social issues at the root,” said Christopher Ilitch, chairman of the charitable division, in a release.

“This approach, we believe, has the potential to cure problems, versus temporarily fixing them.”

At a Tuesday morning press conference, Ilitch announced grants of $25,000 each to Detroit Renaissance Foundation and to United Way for Southeastern Michigan.

The grant to Detroit Renaissance will support establishment of the Creative Economy Investment Fund, which will provide capital to entrepreneurs and small to midsize companies to help them establish and expand creative businesses.

The funding to United Way will support the 2-1-1 health and human services hotline.

Ilitch also announced Ilitch Charities’ inaugural golf outing scheduled for Aug. 25 and said the organization is seeking funding proposals from potential beneficiaries of the event.

The event, which will include participation from the Detroit Red Wings and the Detroit Tigers, will benefit up to three local, nonprofit organizations with a total of up to $300,000, Ilitch Charities said.

[Source]

The Arab American News: DDP looks to the future of Detroit

2-1-1 On the Go is a United Way for Southeastern Michigan downtown homeless outreach program, started in October of 2007, due to a partnership with Strategic Staffing Solutions and the DDP. 2-1-1 On the Go employs two United Way caseworkers, who use bright yellow and white vehicles to survey Detroit for the homeless. The caseworkers conduct one-on-one interventions with individuals, assess their needs and help them gain employment and access to living facilities. 2-1-1 On the Go offers services such as voicemail, prepaid calling cards, mailboxes and state-issued photo IDs.

Click here to read more.

2-1-1 strengthens reach, expands coverage

United Way 2-1-1’s presence is growing across the region as more users reach out for help, and a greater number of callers are connecting to the service in different ways for different needs.

In addition to expanding our reach into communities throughout Monroe and Washtenaw counties, United Way 2-1-1 now links callers to 21,448 services and 6,610 programs across the region. The three-digit helpline is available 24 hours a day, seven days a week, and offers assistance to callers in multiple languages. In February, 19,607 users dialed 2-1-1, an increase of 161 percent over the same month a year ago. February's volume was also 13 percent higher than in January.

Click here to continue reading.

Crain's Detroit Business: MARY KRAMER: '2-1-1' program good news for our region

Forget the debate over Washington's "economic stimulus" package. The quickest way to put money into the hands of working, low-income residents in metro Detroit is through their tax returns.

Mike Brennan, CEO of the United Way of Southeast Michigan, figures $70 million to $100 million is "left on the table" in the region by unclaimed Earned Income Tax Credits.

For a family of four earning under $40,000, it could mean a tax credit of up to $4,300.

United Way is trying to recruit tax preparers and volunteers in the region to help get the word out. But employers can help, too. If you have employees on the payroll you think might qualify, you can get more information to distribute companywide from the United Way.

Just call the "2-1-1" help line and ask for information.

You'll be introduced to one of the most successful "good news" stories in our region. 2-1-1 is the magic number for all kinds of help. Facing foreclosure? You can find out the programs that best fit your circumstances. Out of food at home? Gas or electricity being shut off? Ditto.

In its first year, it logged 100,000 calls, rising to 160,000 in 2007. United Way expects to handle 250,000 calls in 2008 and 500,000 within five years.

In three years, it's the second-largest 2-1-1 program in the country.

The 24/7 help line has 40 trained staff members, and assistance in Spanish and Arabic is always available. An online system of "prompts" with a resource data base allows staffers to identify 7,000 services in 1,200 service categories.

United Way sends data on calls to service providers monthly. More important, the program tracks where the needs are — and can identify where geographic service gaps are in the region.

The program also has been used to target outcomes. For example, when the Michigan Dental Association wanted to offer free dental services during February, 2-1-1 operators asked callers with other problems: Does your child have a dentist?

In three weeks, 900 children were signed up for the "Make a Kid Smile" program.

The talented call-center workers deserve applause, along with Sullivan and Brennan. Three businesspeople who helped make 2-1-1 a reality deserve kudos: Lear Corp.'s Jim Vandenberghe for raising the money; Joan Gehrke, the volunteer chair of the effort; and Strategic Staffing Solutions CEO Cindy Pasky for an innovative 2-1-1 "on the go" program to help people on the streets.

[Source]

Phil Power: United Way 211's a great thing

The other day I got a call from some folks at the Michigan Association of United Ways saying they wanted to come and talk.

My reaction was, well, OK. But I wasn't all that excited. As I saw it, United Way folks have been an amiable standard-bearer and fundraiser for human services all over Michigan.

True, they've been high atop the list of do-gooder agencies. But they haven't exactly been blazing a new path in philanthropy. They've been kind of slow and a little old-fashioned. They've had a bewildering number of local chapters, especially in metropolitan Detroit.

So when Scott Dzurka, the head of the Michigan Association of United Ways, and Nancy Lindman, their communications director, walked in the door — well, frankly, I didn't expect much.

But guess what: An hour and a half later, my head was spinning with admiration. United Way officials really are getting their act together.

Click here to continue reading.

Job posting: Information and Referral (I&R) Associate

Working in a fast-paced call center environment, the I&R Associate is responsible to answer incoming telephone calls, assess the individual’s human service needs, and refer the caller to one or more service agencies. Makes outbound call-backs and follow-up calls. Three positions are available - 2 full time and 1 part time.

Click here to learn more.

A Resourceful Gal

As the 2-1-1 Resource Associate I do a lot of investigating. We receive an enormous amount of feedback from our callers and our call specialists about the services and programs that we provide referrals to. We have repeat callers who offer up information about the last agency they contacted, and we follow up with 5% of our callers to see how their referrals worked out. Tried calling and the phone number is disconnected? Tell Maria. Heard the building burned down? Tell Maria. Program hours have changed? Tell Maria! Considering that we have more than 7,000 programs available, it’s a lot of information to keep a handle on. Our goal at 2-1-1 is to have 100% of our callers receive a valuable and useful referral on their very first phone call. This means that the accuracy of our information is paramount, and by extension so are my investigations into those discrepancies.

Another element of my work involves rounding up new resources for our database. Sure, we have more than 7,000 programs available now, but we always want to expand. You never know what type of request a caller might have – a recent one involving a renegade rooster comes to mind! We want to be prepared for any request that comes over that phone. In addition to contributing to and fostering the growth of our resources in all areas, I also hope to improve the variety of resources available for members of the military and their families.

The best part of my job is that I learn about new ways to help members of our community every day – and that local agencies come up with new ways to help every day! A former high school teacher recently emailed me to see if I knew of any way that she could get assistance with caring for her 93 year old father in law. It was nice to be able to write her back with a laundry list of phone numbers to call, knowing that she would get the help she needed.

Right now, at the beginning of tax season, we in 2-1-1 are working to educate our callers about the Earned Income Tax Credit (EITC), and let them know that they may qualify to have their taxes prepared for FREE at one of the many area Volunteer Income Tax Assistance (VITA) sites. We want our community to keep as much of its hard-earned money as possible! For more information about EITC, possibly having your taxes prepared for free, where to get help for your grandfather, or how to deal with a troublesome rooster, you can call us at 2-1-1, 24/7. We’re always here to help.

Happy anniversary, 2-1-1

Today is this 2 year anniversary of the launch of 2-1-1.

During this time United Way for Southeastern Michigan 2-1-1 has:

• Received over 250,000 calls (24,000 in November 2007 alone!)
• Realized a 60% increase in call volume between years one and two
• Expanded our region of service to include Oakland, Wayne, Macomb, Washtenaw and Monroe counties
• Maintained a consistent 95% approval rating from our callers
• Expanded our community involvement to 14 different initiatives, including statewide collaborations
• Been the source of information and help to nearly every news outlet in our region
• Provided over 150 tours of our call center operations

Within the next few years United Way for Southeastern Michigan's 2-1-1 team expects to:

• Be the largest 2-1-1 operation in the country
• Receive over 500,000 call annually
• Be able to automatically text message or email referrals to those seeking service
• Offer online access to our database
• Reach between 80% - 90% of Michigan residents
• Have an internal 24/7/365 operation
• Double our team/staff
• Be the national leaders in vision and service delivery of 2-1-1 services

Did you know?
Our average caller:

• Is female
• Is from Wayne County
• Is between the ages of 40 - 49
  
• Makes less than $10,000 annually
• Has an income from salary or wages
• Is referred to us by another agency
• Is primarily seeking one of the following: housing, food, utility assistance; or employment
• Does not have internet access
• Calls United Way 2-1-1 from land line phones
• Is serviced by United Way 2-1-1 Specialists in just under 5 minutes

Thank you to all who helped and supported United Way for Southeastern Michigan's 2-1-1 throughout these past two years. We look forward to servicing this community for many more to come.

Bill Sullivan (and the entire 2-1-1 team)
Director, 2-1-1
United Way for Southeastern Michigan

Hotline to aid food donation program

Source: Crain's Detroit
Date: 5:17 pm, November 6, 2007
By: Sherri Begin

Gleaners Community Food Bank of Southeastern Michigan hopes to bring in additional food donations through calls to United Way for Southeastern Michigan’s 2-1-1 emergency help hotline.

Offers of food donations made to the hotline will be referred to Gleaners.

The Detroit-based food bank will then coordinate a pickup, tapping the agencies and pantries it provides with food for assistance in the effort.

In a release, United Way said that requests for emergency food assistance was the number one reason for calls in Wayne County for the second month in a row last month.

Those same requests rose from second to number one in Macomb County, but dropped to third-place in Oakland County.

Late last month, Gleaners launched a campaign to raise $1 million by Thanksgiving to help meet rising demand.

During the first nine months of this year, Gleaners said its distribution increased by 2.2 million pounds or 12.7 percent compared with the same period of 2006.

At the same time, national food donations from food manufacturers dropped a record 35 percent for the year to date, the food bank said.

Gleaners supplies food to 400 soup kitchens, shelters, churches and pantries.

2-1-1 On The Go! update.

Hello readers and encouragers!!



Thanks to everyone who has stopped us on the street, engaged with us in the elevator, at meetings, and anywhere else where United Way staff congregates to ask us how 2-1-1 On The Go! is going. It's great to see everyone's excitement for the ways in which United Way is making a difference in our own backyard!


Just to give you a quick update, Nick and I had our first day out with all the technology set up. We were able to access the Refer database via our laptops attached to the trunk mounts (which look/work great by the way!) and refer individuals in person. We just took one of the cars out so there would be less going on and we could better ease into providing information in-person. I think I speak for both Nick and myself when I say that it is NOTHING like referring in the call center. It's a whole different world out there. The car itself attracted so much attention that before too long we had a group of people asking us questions and trying to get referrals; all at the same time. Before too long things started to calm down a little and we were able to provide referrals a little easier.


Our focus right now is on visiting the different agencies that are hopefully collaborating with us, so that when we send somebody to that agency, we will be able to tell them what the process is like, what kind of services they offer, etc. We feel it's important to experience these agencies for ourselves rather than blindly referring people to them. So for the time being we won't be out on the streets as often, though we are continually brainstorming and meeting with different people to help us make this initiative the best it can possibly be for our much valued homeless community.

Thanks to all who've sacrificed time to speak with us, raise concerns, and help us find solutions to the anticipated issues of this project. We beg you all to stay engaged with us, and give us your input as we continue to creatively search for solutions to the issues in our beloved Detroit.

2-1-1 On The Go! speaks with Little Foot, James and Rob

Hello again readers and encouragers!

On Tuesday John and I headed out onto the streets again, but this time with a most welcomed guest: Mike Brennan. He decided to carve out a couple hours in the afternoon to come experience 2-1-1 On The Go! firsthand. Within minutes of parking the car, we were already engrossed in conversations with Detroiters in all types of life situations. One of the people we ran into is an interesting character who goes by "Little Foot". In the course of our various homeless outreach events last summer, John and I talked with Little Foot on a regular basis, so it was somewhat nostalgic to see him. He says he's a rapper, and that he works "for the people". Since this past summer, Little Foot has got himself into Section 8 housing, and is no longer subject to the rigors of street life, not that it ever affected his jubilant disposition anyway. Still though, it was great to know he was on the upward swing and has a warm place to lay his head.

As we talked with him on the corner of Woodward and Willis, Mike and I asked him about life on the streets and he was (as usual) more than willing to indulge us. With the utmost animation, Little Foot quickly slipped into the role of reporter as he discerned the situation of each woman and man in sight. He gave us his take on how to tell when someone is using drugs, and when they actually need help to get on their feet. He pointed to people panhandling and laid out for Mike and I his prediction of what would happen in the next few moments. With stunning accuracy he was able to predetermine who would give them money, and what direction people would head once they got the money. Although he'd seen it a thousand times, he still appeared to be disappointed when people would beg for money to get drugs. Some of the people Little Foot pointed out as "users" were very obvious. Their faces were thin, hands were shaky, and they were highly recognizable to John and I as staples of the street community. Others were less obvious; well-groomed and prideful. Because the physical signs weren't always accurate, Little Foot reinforced the idea that each person, whether on the street or in the office, is unique and has their own story. He knows these people, he was recently among them. He's got a leg to stand on now, and we want to help get more people into that position.

Mike, John, and I eventually made our way off of the corner of Woodward and Willis, and headed south. We made a decent loop of the Midtown area, hitting MLK and Cass along the way. While out on the journey, we spoke with several people in dire circumstances. We listened to their stories as they poured out their hearts, and we recommended the resources of 2-1-1 as often as possible. If you haven't yet read Mike's email about James, a hurting, repentant man at the beginning of another tough battle, I would encourage you to do so. With that, I'm going to hand it over to John. Thanks for your support.

Hello all!

As Nick pointed out, it was a pleasure to have Mike Brennan get down in the trenches with us for a couple of hours. I really feel that with each time we go out, we are growing in the area of discernment. It gets a little bit easier to figure out who really needs help, and who is just telling us what we want to hear. We are learning to have patience with those that aren't ready to get the help that we feel they need, and we are excited to help those that just need that extra push! There are a lot of people out there who have some pretty incredible stories, one of which is a man I spent some time with named Rob.

Rob came up to me excited about the Rack card and referrals that Nick gave him, and assured me that he would be calling these agencies and using 2-1-1. It didn't take anything on my part for Rob to begin spilling his life story to me. All I had to do was be ready to listen, and I'm glad that I did. Rob is sort of the encourager/big brother of his area. If you read Mikes email about James, he is the guy that is fixing the brakes on James' van. He is a mechanic and makes some money here and there by fixing cars for people that would otherwise pay a lot more at a repair shop. Rob has lived the typical life of someone struggling on the streets, and has since left that lifestyle behind. He has spent some considerable time in prison for, from what I gather, robbing a bank. He has been addicted to drugs and alcohol and "by the grace of God" he so joyfully proclaimed, he was able to receive the strength to stand up on his own two feet, and leave that life behind! Amazingly, he didn't kick his addiction by going to any substance abuse treatment centers. He basically just quit on his own, by making a decision to that he didn't want to live that way anymore. Rob spoke very passionately to me about the importance of helping yourself instead of waiting for handouts. He also expressed his passion for seeing those around him get their lives together. He encourages those around him to follow his lead, and take ownership of their own lives, which I think is just what the homeless community needs. Rob is not homeless, in fact he obtained permission from the city to live in a small shack that he built for himself in an open area behind the apartment building where we met James and some others. When people give him money, he goes to the grocery store and buys meat and things to cook on the grill that he owns. He hands out meals to those that chip in a buck or two, and even slips some food to those who hoped to get a free meal.

The thing that is so inspiring to me about Rob is that he is the perfect example of someone who has taken a look at his life, didn't like what he saw, and took the necessary steps to changing his situation. He spoke of the people on the street that know they need help, but decide to just remain helpless and just lay down and die. He hopes to see those people pull themselves together and take the initiative to getting what they really want out of life, but keeps them at a distance so that he doesn't fall into that lifestyle himself. Rob expressed his excitement about 2-1-1 On The Go! and seemed to think that he would be able to use our services. We are looking forward to helping more people like Rob who just need a hand getting stable in life.

We are hoping to get more pictures up regularly in these blog posts. I will do my best to make sure you all can put some faces to the names we will talk about in future posts.

Until next week, thanks for all your support and encouragement and if you see us out on the street, come say hi!

The Launch of 2-1-1 On the Go!

Well, we've officially launched the much awaited homeless initiative; 2-1-1 On the Go! The cars are here, they're extremely noticeable, and they're equipped with all the tools necessary to serve our homeless community! If you haven't gotten a chance to see the cars, either Nick or myself will be glad to show them to you. Otherwise, you can't miss them, so I'm sure at some point you'll see us around.

Friday, October 5th was our official launch, and we used it as a day to feel out the new initiative, and sort of get our bearings. We talked to about 15 people. Some were homeless, some were not. Some were looking for a job, and others were struggling with addictions to various substances. Others still had basic needs for which we were able to provide resources.

I personally had a great experience with one person, whose name I think was Murill. At least that's how he was pronouncing it. Murill was pretty aggressive when Nick and I first approached, demanding $5 from us, and telling us he needed to get some food. At that point Nick went to talk to another man standing nearby, and I sat down beside Murill. He wasn't very receptive to the resources I provided him with for food and shelter. He told me he really just wanted McDonalds instead.

I should probably add here that it is extremely difficult for Nick and I to resist helping these people directly, though we have to keep reminding each other that if word gets out that we're purchasing lunches for people, they will get the wrong idea of what 2-1-1 is about. It would also hinder the whole empowerment issue that we are trying to encourage through 2-1-1, and 2-1-1 On the Go.

With that said, I reminded him that these agencies are a temporary fix and are not meant to be gourmet meals. It was around this time that I think he started to warm up to me, and it wasn't long before he was telling me all about his past, and his current struggles with substance abuse. He had been to jail and while in jail his father and his brother both died. He was still holding onto some guilt about the death, and that he couldn't be there to say goodbye.

He told me of his aspirations in getting a job and getting his life back in order, but the thing that was holding him back was fear. He was afraid of success, as well as failure. He also had an attachment to the streets that he didn't want to let go of. I think that when someone has been on the streets living under their own rules, and giving in to their addictions and just letting the problems of life happen to them, they get further and further into their circumstances and the thought of getting better would seem increasingly more impossible.

Murill obviously just needed someone to talk to. He expressed to me that he just needed an outlet, someone to just listen to him, and he told me that he was really glad that I sat down next to him and just let him vent. I don't think that Murill is quite ready to change his ways, but I think I was able to encourage him in the right direction, and maybe offer him a bit of hope.

The thing that Nick and I need to keep reminding ourselves is that the people we're reaching out to may NEVER get the help that they need. They may very well continue down the wrong road and possibly even die in their struggles. But that doesn't mean they aren't worth our time, our love, and the hope that we are able to provide through 2-1-1 and the United Way.

There are other stories I could share and I would love to sit at my desk and blog all day long, but I will leave it at that and pass the keyboard onto Nick to give you some insight into his experiences thus far.


Well, hello readers and encouragers!

As John already stated, we are underway in this exciting project of bringing the 2-1-1 call center to the streets of Detroit. We've already encountered people in all types of life situations. Some people stopped to talk with us that have no apparent need of the 2-1-1 available services. Overall, the energy is good and the community's interest is piqued.

While out on Friday, as John was talking to Murill, I spoke with a gentleman named Henry. He was in his mid-50s and homeless. He said he had Multiple Sirosis, which, given my limited medical knowledge, left me dumbfounded. His right arm was wrapped in bandages and his hand seemed to quiver. As we sat and talked, he opened up about his family and the loss of his brothers. It seems his mother and sisters are his only remaining family, and they don't want to take him in. Without knowing their reasons, it's tough to judge whether that is in fact as cruel as it appears. Either way, he was in need of shelter. So, with the information John mentioned, I walked him through the directions to the Detroit Rescue Mission, which was the nearest available shelter. Henry was confident of his ability to find it. We continued to talk about his life situation and he was extremely candid about his continued struggle for hope. He felt abandoned, lonely, and listless. The best I could do was hear him out and encourage Henry to seek shelter and food for the night. The small step of getting to the Detroit Rescue Mission will certainly not ease the many woes of his heart, but it will give him a safe place to consider a direction to move in. While I cannot know whether Henry actually went to the DRM on Friday, I can be confident that many of the people we will speak with in days to come will be in similar situations.

It was surprising how few people we talked to in half a day's time. It certainly wasn't for lack of homeless people. Many of we Detroiters know exactly where to go to find double-digit congregations of homeless folks. The reason it took so long was actually the openness of the men and women we talked to. Hearing the hopes, fears, and struggles of any one person would take a lifetime, and homeless people are no exception. And, this step is critical. It is through this investment of time and emotion into hearing the stories of the hurting people of Detroit that we will see success stories in the course of this project. John and I are fully on-board with UWSEM's mission to mobilize the caring power of Metro Detroit; starting with us.

Thanks for taking the time read this blog and encourage us. We've been overwhelmed by the reception we've received so far. If you have any specific questions for us, just send an email, as we're likely to be out on the streets!

"I'm heading to jail tonight"

"I am heading to the jail tonight," James said to me. He had to report to the jail by the end of the day --- a warrant had been issued because he missed a critical meeting with his parole officer and didn't meet some of his requirements. He works sporadically --- a general laborer on construction sites. He can earn about $200 a week. A hundred goes for rent each week, $50 for child support and he lives on the rest. That is, if he earns the $200.

James history is complicated. Married once and had a son. Got himself in trouble with the law and found himself in prison. Made some other poor choices that kept him in prison for 12 years. Today, he has some work clothes, a pair of boots, a leather jacket, pots and pans and an old van that currently has no brakes.

James is bi-polar and currently has no access to medication. If he isn't working, he is figuring out just how to survive. His friend, who stood nearby in the vacant lot, told James he was going to watch over his van and work on his brakes while he was in prison. James thought he would be back anywhere from 10 - 90 days.

James would be the first to tell you he made some bad decisions. He doesn't want anyone to view him as a victim. He isn't bitter. He wasn't asking for money. But his reality and story is not an isolated one.

James was the last person I met yesterday. I spent the afternoon with two of United Way's 211 associates, John and Nick, listening to and linking community resources with individuals who are homeless or just on the edge.

The time was spent hearing the stories of several individuals who find a way to survive without a permanent address and lifting up on "on ramp" to help. Many were not aware of 211 --- a network of over 7,000 services in SE Michigan. Identifying the barriers buster help is the work that the 211 associates are on. They are mobile resource centers --- feet on the street and wheels on the ground--- connecting helping networks to eliminate barriers for individuals.

There is not enough room to write all the thoughts that cross my mind as I reflect on the afternoon....but suffice to say....the issue of homelessness is complicated. Every individual has a story --- their own journey.

I was struck by a quote I read last night from Nelson Mandela: "Massive poverty and obscene inequality are such terrible scourges of our times -- times in which the world boasts breathtaking advances in science, technology, industry and wealth accumulation -- that they have to rank alongside slavery and apartheid as social evils."

As we left James, we suggested that as soon as he gets out of jail, he should call 211. James pulled a pocket bible out and said, "I am going to write that in here. They can't take this away from me when I go in." He opened the front cover and wrote down --- "211 Nick".

I recognize society does not have much compassion for individuals like James: prison, mental illness, and a collection of bad decisions. The term homeless and working poor are terms that do not illicit wide response. But, when you move from a term to the person, a different light is placed upon the circumstance.

Today's response to these issues is not so dissimilar to 40 -50 years ago. Shelter, bed, food, and some other services. As a leader to an organization that carries in its mission the words "mobilize" and "improve lives", we must seek different ways to address complex social issues. That is our work at United Way-- to find the willing that want to create powerful solutions to complex issues that can improve lives ---- like James.

If you would like to join our 211 Associates on their journey in seeking new solutions, just let me know. We can arrange for you to walk along with them.

Thanks for reading. Pass it on.

211 Version 2.0

I have often called 211 the "first social innovation of the 21st century." We came into this century with 211 in its infancy and yet, we will come out of the first decade with nearly universal access to America.

Much of the attention has been put on getting 211 up and running. At the end of last week, Detroit hosted the 211 North American Summit of leaders from both Canada and US. Individuals from Vancouver, Toronto, Edmonton, LA, New York and many other cities came to explore creating 'version 2.0' of 211.

That is, what have we learned from the first 10 years about the power and utilization of 211. We have seen it play a huge role in 9/11, Katrina and everyday issues that individuals face. For the first time in America, we have real time data about the need in many areas of our communities. Data from 211 is being turned into knowledge which in turn is being converted into better decisions. We also have the beginning of a centralized quality 'check point' from individuals who are accessing service.

We now better understand how Toronto is taking 211 information to improve policy decisions. We heard from the Chief of Police in Detroit --Chief Bully-Cummings -- how 211 in an important tool on the streets for police officers as they face a wide range of issues on a daily basis. We heard from FEMA how 211 has become a powerful long term tool when dealing with the recovery from disasters.

211's presence and role in America/Canada has exceeded any original expectation. The question becomes, how do we steward this important social asset towards its full capability. The purpose of the summit was to begin that work.

If you would like to read more on 211, please go to 211.org.

Thanks for reading. Pass it on.

United Way 2-1-1 March 2007 Call Center Statistics

Highlights:

• Call activity in March 2007 was 35% higher than March 2006.
• United Way 2-1-1 received 8,518 calls in March 2007, a 13% increase from the previous month.
• Reasons for the increased call volume:
• increase in requests for Mortgage Payment Assistance and Mortgage Foreclosure Assistance,
• increase in requests for Rent Payment Assistance,
• Increase in requests for General Legal Aid.
• Utility Company referrals to 2-1-1 increased 5%.
• Follow-up activity increased 17% due to additional staffing capacity.

Click here for the complete report. [PDF]

For Macomb residents, resources are just a phone call away with United Way's 2-1-1

A parent needs to find a support group for a child; a daughter needs to explore cancer treatment centers for her mother; and someone who has just lost their job is searching for training programs to learn new skills. For more than a year, Macomb County residents have been able to call 2-1-1 to get connected to these and thousands of other helpful resources. Cell phone users can call 800-552-1183 to access the same service.

United Way’s 2-1-1 is an easy access, multi-lingual, comprehensive information and referral service that connects people in metro Detroit to resources such as employment services, prescription assistance, emergency shelter and volunteer opportunities, 24-hours a day, seven days a week. 2-1-1 specialists are trained to handle each call with dignity, making the process of asking for help less painful and the connection to services much easier and effective.

More than 1,000 calls have come in to 2-1-1 from Eastpointe, Fraser and Roseville residents. Overall, the call center has received nearly 110,000 calls since its launch in December of 2005. United Way knows that by increasing awareness about the service, more and more people will find it useful.

“The volume of people calling 2-1-1 in its first year proves how necessary the service is for metro Detroit,” said Michael J. Brennan, president and CEO, United Way for Southeastern Michigan. “2-1-1 has made great strides in the past year to streamline access to services and provide a single point of entry into the human service system. In this unprecedented time when the request for services is at a high, 2-1-1 is a valuable resource for those who need help or those who wish to give help.”

In the first year of operation, some of the top requests for services in southern Macomb County were for housing and utility assistance, employment searching, and food pantries. There are more than 7,000 programs and services throughout the tri-county area available in the 2-1-1 database.

In addition to resources, United Way’s 2-1-1 serves as a single point to disseminate information in times of disaster, such as a tornado or flood. Callers looking for opportunities to volunteer in their communities can call 2-1-1 for easy access to opportunities available in southeast Michigan.

Many partners are working together to make 2-1-1 available 24/7, including: The Information Center, The Detroit Public Library, Common Ground Sanctuary, Macomb County Crisis Center, Neighborhood Service Organization, and United Way 2-1-1 Livingston, Monroe and Washtenaw Counties. United Way is also in the process of bringing the service to cell phone users in southeast Michigan.

To learn more, call 2-1-1 or log on to www.uwsem.org/211.

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2-1-1 provides hope

I often talk with employees of major companies about how United Way 2-1-1 provides referrals for services available to those with a variety of needs, and how it provides a resource for volunteer opportunities.

I seldom know if my talks are informational for the listener. Is someone in their family having trouble paying the heat bill? I don’t know. Maybe they want to volunteer. Most of the time I will never know.

Last week, I was busy balancing the dollars that were reported for our most recent United Way campaign. My cell phone rings. I knew that a representative of a company was calling me because I give out my cell phone number to make it easier to reach me. On the other end of the line is instead an employee of a major corporation who is having financial problems.

There isn’t anything that I have to do that is more important than connecting this person to 2-1-1. After all, this is our work. This is what we do…help people in need. So I immediately walked my cell phone down two flights of stairs and handed it to a trained 2-1-1 operator.

I’m keeping the details of the call confidential. I can tell you that this person was at one time doing well. But due to circumstances beyond her control, she now felt despair due to financial problems.

Twenty minutes later, after talking to the 2-1-1 operator, she had hope again. I felt good to have played a small role in this feeling of hope, and in connecting her to the services that she needed.

Jeff Baytarian
Campaign Manager
Resource Development

Life is looking good

I received a call from a homeless man today. He is 50 and was recently released from jail. He was thrilled to find shelter information and promised to call soon for employment info. He said he was “eager to turn his life around and happy to call 2-1-1 first” for shelter information and eventually to find a job and an apartment.

"Life is looking good," he said.

Emad Ghith,
Bi-Lingual I&R Associate (Arabic)
United Way 2-1-1

A Burden to your family?

Yesterday Tom Hendrickson of Model D and I hit the streets to videotape interviews of people who are homeless. The snow was wet and heavy and was difficult to walk into, yet the frigidity of the cold had moved on and we were grateful. We came across a gentleman very near our UWSEM office who was willing to talk. At this point we had room on the videotape for two more interviews. He had a friend with him who also wanted to talk, though I was somewhat reluctant as he seemed rather withdrawn and quiet. I wasn't sure how much usable footage we would get from his quiet friend and didn't want to waste the available videotape. The first interview went well and his friend just stood away looking down. Now I was trying to figure out a way to inform the quiet one that I wouldn't really need his interview. How short-sighted and misdirected I was because the following is what I soon heard.

Glenn, the quiet one, was 23 years old. He's been living on the streets for nearly 2 years. He graduated High School while working full time as a cook to support his mother, grandmother and his brother's newborn. He was involved with a young woman near his age and soon she became pregnant. Her family was unable to help raise the child so his family offered to help. This was the greatest day of his life and the most destructive day of his life.

Soon after his girlfriend and newborn moved into his small apartment he lost his job. He was trying to get as much work as possible to support his family, but the work just wasn't there. His concern for his family was growing ever more each day. Food was less, new clothing was a thing of the past and the basic needs for his family were not being met. And still no work. His options were becoming less and his fear was growing.

The choices he soon faced came down to him eating or his baby. Him eating or his grandmother.

With no money coming in and being unable to support this family, Glenn came to feel that he had become more of a burden to his family than a support. He made the choice to leave his small world so others he loves could eat. He would find food at shelters or in dumpsters. He also heard he might find clothing at these places. He did. But he is still looking for hope.

Not a day or minute goes by without him thinking about his "baby girl" and wanting to reunite with her. He misses his family horribly but replaces these feelings with those of him being a burden to them. I could see this makes it easier for him to accept. I could not.

I am now left with the feeling of "why?" Why him? Why someone so caring and able? Why someone who has tried so hard? and then...

Why anyone?

Bill Sullivan
Team Leader
United Way 2-1-1

A New Face of Royal Oak

“I am hitting the streets of Royal Oak with Bill tomorrow; We have this assignment meeting with the homeless.” I told my wife as I was digging up my heavy-duty camping winter gear.

“Bundle up,” she said, “I do not want you to freeze to death.”

I could not hide my grin thinking how caring she was, to the point of ignoring that I had delivered pizza for a living during college and survived six winters in Detroit. I was particularly curious about such an assignment in a “hip’n cool” city like Royal Oak. The next day, Bill, Loren and I hunted for some homeless individuals and we (surprisingly) quickly stumbled into two of them seeking warmth at the Grey Hound Bus Station in Royal Oak.

Although we only met two interviewees that day, the shock effect was felt, deeply. While taking notes during the first interview, my left elbow went numb, my right arm froze and the nerves of my right hand fingers ceased to respond. I started to wonder how do they survive and, days later, I am still wondering.

Our interviewees, John and Dave, were middle-aged men who lost their employment, endured past [and current] drug abuse recovery, suffered families’ abandonment and were gravely buried under societal stigmatization. John had a felony on his record, which eradicated his hope of finding new employment. Dave had just had a surgery and his chances of surviving the remainder of winter are gradually fading away.

The more I remember their stories the more I feel slapped with painful realizations. We love numbers, statistics and survey results. We tend to factualize what we perceive by finding a way to measure by numbers and standards. This building is 400 foot high, a single colony could have millions of ants, that car could run at 100 miles per hour. We cannot, alas, evaluate and assess things like awe, loyalty, beauty, joy and suffering.

Overwhelmed, I have reached a state of emotional numbness that superseded astonishment; The same one I felt when I heard in 1990 about a Kuwaiti woman who was raped by 48 Iraqi soldiers, the same one I felt when I learned that it took only three months of tribal war to eradicate about a million Rwandans. Why do the words “tsunami,” “Katrina,” “Hiroshima” sound like? Not like any bells ringing but like immeasurable grief and unbearable sorrow. I did not dwell on the number of victims for it was powerful enough to reflect on the “amount” of suffering they had to endure.

This time, suffering was closer to home than ever. It was standing before my eyes in hip’n cool Royal Oak. Standing in the form of men with broken spirit and ailing bodies with no place to go. I still do not know how their frail builds could survive such conditions that made my perfectly healthy body tremble in a few minutes. Their survival is beyond my comprehension and their suffering is beyond my grasp.

Dave mentioned that Royal Oak is booming with new condominiums whose owners consider the very presence of the homeless a risk on the value of their property. I instantly wondered how would I react if my condo association informed me that our elegant “territory” is attracting homeless individuals. While flying in the philosophical sky took me nowhere but to seeing more suffering, my wife brought me back to earth with very few words. She reminded me that some of us do actually care enough to do something about that suffering, even though it is not foreseeable to erase it from existence. We all can aspire to watch, participate in, and promote real acts of compassion toward those burdened ones.

I am still reflecting on that unusual experience and am still amazed how selective our perception of reality is. I can see now the big irony of the odd co-existence of the homeless and the hip in Royal Oak. Next time I visit the area, beauty salons, and fine eateries will not be the first things to strike my eyes. For those who look closely enough, the city has a lot of other features. For me at least, Royal Oak has a new face.

Emad Ghith Emad.Ghith@uwsem.org
Information & Referral Associate
United Way 2-1-1

Pass it on: 211 is call away for needy

From The Detroit News

DETROIT -- Bill Sullivan is learning a thing or two about the homeless in southeastern Michigan, and he's doing it by talking to them.

They aren't just roaming the streets of downtown Detroit, an occasionally unsettling sight in a cleaner and redeveloping downtown. He's talked with them in Royal Oak and Mount Clemens, too, corroborating United Way for Southeastern Michigan data that there's more poor in the tri-county suburbs (270,000) than in the city of Detroit (261,000).

They aren't all drunks and drug addicts, he's found in the more than 60 interviews, so much as individuals with their own hard-luck stories and sometimes their own demons. No permanent address. No phone. No transportation to get to work, if they can get a job.

As Michigan struggles with the collateral damage of its wrenching economic transformation, calls for more cash inevitably will rise -- from nonprofits, from local governments and state politicians. But Sullivan and his team are finding that the help is already there, and the trick is matching the services to the needy.

Bruce: A success story

There's Roderick, who told us Tuesday he's lived on Detroit's streets for 35 of his 44 years. There are Monica and Angelo, who live in a tent behind the UAW-Ford National Training Center. He's disabled, has seizures and can't work; she wants to, but has trouble finding any.

There's Bruce, who'd spent two homeless years in Macomb County until he met Sullivan, operations manager of the United Way's 211 center, a 14-month-old social service information center. Bruce used the two quarters Sullivan handed him with a brochure, dialed 211 and within two days he had a voucher for low-income housing and soon landed a job.

Bruce is, so far, a Sullivan success story.

"There are resources out there," Sullivan told me during our break from walking the frigid streets, along with United Way President Michael Brennan. "But we're doing a really poor job of helping the community know about the resources."

That's where the United Way's 211 system, begun in December 2005, can help. Essentially a 24-7, 365-day social service help line, 211 is a vast database of services that can do everything from help a caller with her gas bill to help a homeless guy find a home.

50 cents, $5 and 211

In its first 12 months, the tri-county 211 system fielded 100,000 calls, and this year its call volume is growing anywhere from 15 percent to 30 percent per month. Yet only 5 percent of the potential market in southeast Michigan, Brennan says, is aware of 211.

That needs to change. Michigan's economy is likely to get worse before it gets better, as thousands leave their jobs under a slew of buyouts, as auto production ebbs to meet demand, as foreclosures and personal bankruptcies rise.

One answer: Bill Sullivan's mobile 211. Stuffed into the back pocket of his blue jeans are 211 brochures wrapped with $5 bills and two quarters taped to each one, a quid-pro-quo to folks on the street who don't want to be.

If the measure of a community's character is how it treats its less fortunate, Sullivan and the folks at 211 are one yardstick that should be used, and often.

Daniel Howes' column appears Mondays, Wednesdays and Fridays. He can be reached at (313) 222-2106, dchowes@detnews.com or his blog at http://info.detnews.com/danielhowesblog.

[Source]

A Life Impact

On Tuesday, January 30th, I volunteered to assist in United Way's homeless interviews. As I prepared for this assignment I found myself uneasy - I didn't know what to expect. Was our approach going to offend the homeless? Would they think it was all just a big prank? My nervousness continued to grow as Bill, the United Way 2-1-1 Team Leader, and I drove towards Mount Clemens. I began to wonder how the homeless would look at us and treat us or how their circumstances were going to affect me.

As we approached our first person I realized how cold I was. Just knowing that the cold was something that this person experience every day, all day, started to change my heart. I started to worry less about myself and focused on the individuals we were interviewing.

We interviewed Bruce. Bruce was homeless with nothing of his own but the clothing on his back and the food in his belly. He was very nice, educated, and the first thing he did was offer me some Kleenex so I could wipe my nose. He was happy to see someone that was interested in helping him with a change of life.

We talked with Bruce about what he ate and where he slept. But the largest impact came when Bruce told us how he was treated differently because he was homeless. He's not different. He is someone just like me and you - he's just in need of resources so he can seek help and change his life.

As the day ended, after talking with over ten homeless individuals, I went somewhere that I call home - where I can get food, clean clothing, heat, bedding and love from my family. I felt so emotional knowing that there are so many people out in the streets without anything to call their own, wishing they could trade places with someone like me or you. This tremendous experience makes me realize that it doesn't matter where you are today, there's no prediction where you could be tomorrow.

And by the way, Bruce took us up on our offer of help. He called United Way 2-1-1 today and we are going to start working together to find the resources he needs to get his life back on track.

Jazzanee Hayden
Information & Referral Associate
United Way 2-1-1

Dreams of the Homeless

January 26, 2007, started out as an ordinary day. However, it would soon become a memorable and extraordinary day. By 11:00 p.m., my mind was still consumed with thoughts of James, Mario, Charles, Brian and John. These were just a few of the homeless individuals I had been privileged to meet on this day. As part of a project to interview the homeless, these gentlemen educated us to their plight, obstacles and the numerous challenges they face each day as a result of having no home. Quickly I realized that these faces could very well be members of my own family.

Many shared very candidly the unfortunate set of circumstances and tragic events that led to their current experience; a lost job with no unemployment benefits, which translated to no income; an injury on the job that led to no workers compensation or disability benefits, which again, translated to no income; an ex-offender who is consistently stigmatized and denied employment because of his past, and still another, denied housing due to his poor credit rating. And the list goes on. Yet somehow in listening and trying to understand their plight, I realized that the problem of homelessness had become my plight as well.

In the midst of their daily reality and fight for survival for those who find themselves homeless, I still perceived within each person interviewed, a spirit of hope, determination, and a strong individual belief of a better tomorrow. I will forever be touched by the consistent response to the final question posed to each homeless interviewee. When asked about their short-term goals and desires for the future, "A job, a home and a family" became the overwhelming and consistent response. With each answer, I knew that the dreams of the homeless were the same as my own. Their hopes were the same as my hopes. As difficult and far away as their dreams may seem, I'm certain that their desires are certainly not too much to ask or expect.

As I ate my dinner after work, a twinge of guilt settled in as I thought about the homeless, never quite sure where their next meal is coming from. As I lay in my bed, again I felt the sting of being protected from the cold, which I knew was not a reality for many of the homeless. Yet loudest and most prominent of all my thoughts and feelings, were the questions surfacing through my mind, refusing to go away and demanding to be answered. What can I do to make a difference? What can we do as a community to improve the lives of the homeless? Where should we start? How will it end?

And slowly, the answers began to come. I must become an advocate, a voice for the homeless, by caring enough to educate others and encourage them to get involved. The process of where to start has already begun, as we seek to understand the needs of the homeless. We must let the homeless know that though currently downtrodden, they are not forgotten. How will it end? Triumphantly of course, because those of us committed to the cause must refuse to stop until the battle is won. As a united community, dedicated and determined to win, we must work together to end homelessness. We must commit our time and our resources so that every homeless person may realize their most basic hopes and desires; Employment, a home and a family. Truly, this is not too much for anyone to ask or expect.

Carol D. Smith, CIRS
Senior Information & Referral Specialist
United Way 2-1-1

Plight of the Homeless

On the morning of Monday, January 29, 2007, I went out to assist in interviewing the homeless, just to get their thoughts on how and why they became homeless and if they knew of any resources out there that could help them. I felt that I was prepared for the frigid temperatures outside with new gloves and a scarf that I had just bought, but nothing prepared me for what I encountered that morning. As we walked toward Hart Plaza, we approached a man named Angelo. He was sitting on a step in Hart Plaza. This man had on one glove and he was blowing on the other hand without the glove trying to keep it warm.

I quickly gave Angelo the spare gloves I had in my coat pocket. As we interviewed Angelo, he was very articulate and he talked about the struggles of homeless people in general, he talked about how he and his wife, Monica, who walked up a few minutes later to converse with us, are sleeping in a tent and sleeping bags on the Hart Plaza grounds. Angelo is blind in one eye and walks with a cane (he cannot walk very far).

I asked Angelo if he knew of any resources that were available to him and his wife Monica. Angelo said that he knew of the assistance and he even utilized some of them. "However," stated Angelo, "if you go into a shelter at night; in the morning, they kick you out at 5:00a.m., where are we to go then? And as far as the food, it is as if we get the leftovers." Angelo goes on to say, "Do not get me wrong, I am very grateful for anything that I receive, but the food is made days and weeks earlier, such as sandwiches and then it is given to us, the homeless." Angelo’s wife, Monica, goes on to say that she does not mind working, in fact, she wants a job, but doesn't know who will hire her with the clothes that she is wearing. Some of the shelters will not even let her take a bath.

On my journey of interviewing the homeless, I ran into a few more homeless individuals that had only a few goals in life which are to be happy and not have to struggle. Anthony, who has not seen his family in 3 years and has been homeless for 6 years. Ramone, who only needs to get his broken furnace repaired so that he and his mom can go back to their warm home. Gregory, who was in a car accident and never recovered financially or physically and Joseph, who was just released from prison, had no support system and said that he was tired and just wanted to get off the streets.

Even writing this blog brings tears to my eyes to know that there are people in the world that have no food, clothing or a sense of hope. This saddens my heart to the point that, I wish and I want to start my own homeless shelter to get as many people off the streets that I can. However, I am only one person and who will help the rest?

But just think, if we all took the responsibility to care for at least 1 or 2 of our brothers and sisters, it would make the world of difference in their lives and ours.

Wanda Y. Ghannoum
Information & Referral Associate
United Way 2-1-1

Today a murderer hugged me!

The quest of interviewing Homeless people in our region has opened my eyes to the true barriers that are preventing these people from attaining the resources in our community. I've been faced with grace, sadness, strength and despair. I've looked into the eyes of hopelessness unlike I've ever seen before, yet the words of survival speak with dreams and belief. I wonder how this can be. How have I lived 44 years without even the consideration of such conflicting notions? I suppose I cannot understand fully, yet I've just gotten closer to this than I suspect I ever will.

I'm somewhat embarrassed of the preconceived notions I entered this project with. I wondered how I would get measurable responses from those who are doped up, or how I would decipher the thoughts of the mentally ill. Of the roughly 60 people I've interviewed, I don't think but 2 or 3 were clearly mentally ill or high. No, those I've spoken with are just like you and me except that were faced with challenges they were unable to overcome and are now drowning in a fight for their lives. Have many of these people made mistakes that they continue to live with today? Of course. Should these mistakes disallow them from eating? From having warm clothes? From having a roof over their heads? From contributing to our society through work? From being loved?

Anthony quickly approached me asking for help. He told of his struggles. He accounted his attempts to regain his footing. He was really sharing his feelings of giving up and I heard him clearly. With humility and shame he told me how he found his way to the streets of Detroit. He played a part in the murder of someone involved with dealing drugs. He knows he will never be excused from his actions, nor is he hoping to be excused. Instead of choosing to live in fear and anger, he somehow chose love and forgiveness. Could I believe his turnaround or am I being conned? I will never know for sure, but I can tell you I felt nothing but love coming from him. I think that was enough (for me). Upon concluding our discussion of his life and barriers I extended my hand to thank him for his time. In the cold of 10 degrees and a fierce wind blowing upon us, he removed his tattered glove, took my hand, looked as directly into my eyes as anyone ever has, and pulled me into a hug. He blessed me and said thank you. Blessed ME. Why me? It was me who will always be grateful for the insight and experience I learned from him. I know more today, because of Anthony, than I did the day before. Today, a murder hugged me!

Bill Sullivan
Team Leader
United Way 2-1-1

Lou, Steve, James, Ron & Mike: Reflections on a Day Spent With the Homeless

Leaving work last Thursday, I bundled up to brave the cold and prepared to make my seemingly long journey over to Trolley Plaza to get to my vehicle. I hurried as the wind whipped through me, remembering that this day was predicted to be the coldest of the season. After making it to the refuge of my car, I began to plan my evening’s activities, which, for the most part, consisted of preparing dinner for my family, slipping into my cozy pajamas and snuggling up under my leopard-print comforter to watch television.

As I settled into the comfort of home, I began to collect my thoughts and reflect on my day as I normally do at the bedtime. Suddenly, I was struck with this vague feeling of uneasiness.

As I listened to the wind rap against my windows, I couldn’t help but to think of the persons I’d met that day; the people whom, contrary to my preconceived beliefs, have so much in common with myself: the homeless.

I thought about “Lou”, the college-degreed man who could not work in his field due to a stroke. I thought about “Steve”, the articulate antique dealer, who once owned a lucrative business. And then there was “James”, the witty and comical former van driver, who wished he could be more involved with his grandchildren. I thought about ho