Job Access and Reverse Commute (jarc) Program fy 2009 Service Profiles Region X alaska, Idaho, Oregon, and Washington October 2010 fta-08-0162 Job Access and Reverse Commute (jarc) fy 2009 Service Profiles: Region X

United Way of Pierce County (662)

2-1-1 Information Line (745)

Location: Pierce County (WA)
Type: Information-Based Services/One-stop center/referral
Goal: Improved customer knowledge
Service description: The 2-1-1 Special Needs Transportation Hotline acts as an information and referral telephone line for Pierce County. Callers receive information and referral to special needs transportation options which includes an assessment of the callers needs, education about available services, prescreening for eligibility and follow-up. A Transportation Specialist in the 2-1-1 call center provides in depth problem solving and advocacy for transportation calls. The Specialist also researches and updates resources to ensure accurate information in the database and website. In addition, the Specialist performs outreach and training in the community regarding special needs transportation and coordination.
Evaluation: We track the number of transportation contacts by coding and reporting those presenting the need. We track unmet needs and gaps in service as reported by the caller. We also track client satisfaction data captured during follow-up with clients.
Accomplishments: Our database was updated and coded to include special needs transportation programs serving Pierce County. Information & Referral Specialist training was developed specific to transportation referrals and the program was implemented and continually updated. 2-1-1 and members of our local coordinating council successfully developed and completed Travel Options trainings for community case managers. We also contributed to the launch of the LCC's website to provide information on transportation options.
Lessons learned: Providing transportation information and referral is very different from traditional comprehensive 2-1-1 service. More advocacy, follow-up, and pre-screening to services is required. It is also very important to develop cooperative relationships with transportation program providers whether it be through Human Service organizations or government social service agencies.