 Bingo, we're back Think tech think tech Hawaii think tech rocks think tech now think tech forever Think tech aloha united way think tech aloha united we stand the name of the show at Thursday 12 o'clock noon today special We have J. King never met a J. I didn't like okay. We have Monique Weissman I never met a Monique I like so great to have you guys on and you are from aloha united way Alon is a contract involved. Keska say the contract is a $5 million contract with the state for operations of the coordinated statewide homeless initiative and so but I work for Running that contract the statewide program for aloha united way. Yes, but why why to address? Homelessness to to help people who are at risk of homelessness and prevent them from becoming homeless and to rapidly Rehouse those that are homeless that that need that economic assistance. So Monique you know Jay. I know Jay Yes, you work together in some fashion, right? What how do you work together? Well, very well. I mean we compliment each other. I Knew that he's awesome at his job Okay, you're a program manager of aloha united way. I am I'm program manager for the 211 department And he's doing 211. No, you're doing connected. Yeah I oversee the 211 program and he oversees the coordinated statewide homeless initiative And it's connected with 211 because people call the 211 line in order to get connected with the Agencies who can help them out with funding what I know everything about but what is just defining terms of glossary coordinated statewide homeless program Is that right initiative? Yeah, what is that? Okay? So we have we provide up to three months of assistance rental Down payment rental payment a security deposit or utility assistance moving in for people who may be homeless And have the means after three months of assistance to sustain their their rent themselves Or we also help with people that may have an eviction notice pay up to three months of assistance as well to prevent that eviction We have 18 agencies statewide that we have contracted with that manages program and work with our communities throughout the state to help make sure that this is accessible and they Clients individual clients go directly to these agencies or they can call the 211 line to be connected to their most local closest agency So you're the triage. You're the entry point two on one and they need they come they come to your Organization sure we're the information and referral. Okay information referral and aloha another way likes this. Yeah, this is Absolutely because it connects us to the community. Okay, that's our main goal and 211 has existed since what 1840 just about 1990 1990 it was and I didn't know this but there's a telephone line since 1990 You could call 211 right and aloha united way has been administering this all the time And aloha united way has been involved since 1990 it used to be funded 80% by the state and 20% by aloha united way And it was called ask 2000 and that was the actual phone number that people could dial which is actually That's still actually the number that we use but now it's 211 so it's easier to remember Oh, yeah, but aloha united way was involved because they were funding it and it was run by Hawaii Community Services Council at that time and then in 1999 Aloha United Way took it over 100% both in funding and administering the program This is interesting because you are a referral organization. Yes, you know, and you are an organization that supports a lot of charities 242 as I recall but something like that And this is a little bit different. This is a little bit different for you to actually be an operator and have all this Engineering around you and have people answering this. That's unusual. Well, because we're providing a direct service which has been a little bit different and It's our way of really connecting with the community. Yes, and there are actually 211 lines as Jay was saying I was the statistic 94.6% of the states have a tool in all the states nationwide and so 211 is a number in 2000 is when the FCC Made that number available nationwide for information and referral lines to use So the telephone industry has to connect this has to be part of it. It's a national initiative Yeah, yeah, okay, so I want to get to exactly how it works. So let's say I'm really in dire straits I told you, you know, I didn't know about 211 and when this woman called me Well, people call think that because of what they see in these programs, right? This woman called me she's I'm about to get thrown out of my house and you know I'm a nice person and I don't know what to do Many calls but that's certainly one that that we would take and give her referrals. So this person I don't know her name or anything this person. We don't use names. So our line is completely anonymous. I love that Yeah, so this person calls and one of your operators will pick up that 211. That's right How does the conversation go? So she picks up the line and the first thing they'll say is aloha united way 211 They give their name ask how they can help them and they get a zip code because we are statewide So we offer services on all the islands. So we need to make sure we're connecting her with services, right? In the right area and even on a wahoo, you know want to get them in the right area So they ask for her zip code also get her age Because depending on the service it may be for elderly or for family So we want to make sure that it narrows the search because we have a database of four thousand over four thousand agencies and programs so we want to make sure we we can hone in on the right ones and They start a conversation and listen to what her need is so she will start talking about what? What she's looking for some callers know exactly what they're looking for and they want you know How do I get in touch with? You know with a food pantry or you know a particular food pantry and then we can look that up for them if they're asking about rental assistance then we make some additional inquiries and Actually Jay has come up with a survey that he can talk about that helps Determine a number of different one. I'm getting when he cuz that this is not like when I call information and You're not just getting aside will type in the name it comes up on a screen push the button and I'm connected It's it's that's mindless. Sorry In fact, that could be done by a machine should be done by machine But in this case it sounds like anything and everything could come in on this 211 That's right because you get a live person. Yeah, and they're listening to what your needs are and they've been trained to assess You know and ask questions about what is it that you really are looking for and they may know about other Resources that might be useful to you So they have to understand they got to be good with people absolutely a good listener Mm-hmm. They got to know the community. They got to know who's in the four thousand record database Well, you don't have to know exactly Yeah, and what they are I mean when you finally call one up and it seems to come up on whatever subject you called Yeah, well, there's a database probably describes them anyway So there's a setup when you when you search them you'll get a number of resources that might be That might look like they're the right choice. And so you think it the They're called information and referral specialists. So when they open it up, there will be a description of the services Of course contact information eligibility information What was the intake? This is like your best friend waiting for your call at three o'clock in the morning open at three o'clock No, we're not we're 7 a.m. To 5 p.m. There was a time after 9-11 we were open 24-7 for a few years and so we had an expanded staff But we find that we don't get that many calls at that time. Yeah, how big are you? How many people are on the staff? We have three information and referral specialist Well, we are the statewide hub right there's only one call center and that's one call at your office on Vineyard Whatever correct. Yeah. Yeah, that's fabulous. I really and so now now how does that play for you Jay you the calls come in and One of the 4,000 databases is you or are you more than one? So what actually we've done is by Distributing granting the funds to 18 agencies statewide that have experience as a homeless service provider We now they're in our database and there are one of some of our primary referrals So when somebody asked for homeless or housing assistance, we would look up the closest one And so this is a way to directly connect them This is the coordinated part or I like to think of as kind of strategic compassion. How do you play off this telephone call? I'm this lady. I'm getting thrown out of my house. I'm really distraught about it. So I call and I'm rational I'm not I'm not desperate or wild like but I figure you guys can help me How do you get involved in that conversation that process so myself? I oversee the 18 agencies that we would be referring to to make sure that they receive her her contact after we Do the referral but they'll get anywhere from two to four agencies within a five ten or 25 mile radius to their zip code Where they can connect with and apply for those those services that assistance So if this person says I I'm homeless or about to be homeless. I need homeless help Then the operator the what's the title again? Information and referral specialists. Yeah, what will I do that's a trigger to ask them You know, can I ask you a few additional questions because there might be some other resources in the community? Like I can certainly help you look for Either Actually, I should back up, you know, they're gonna find out. Well, what exactly is the situation, you know If you're almost homeless, you know, are you living someplace now? Is what is the situation? Are you about to be evicted? She's emoting. It's fabulous. I feel like she She really cares Well, that's what we're all about Sorry But it's you know, it's wonderful. It's like the people who answer the phone They do really care and they want to find out. What is it that? Can really help out the person on the other end of the line? Yeah, and there's a gratification that there's a Psychic benefit right there to be able to help somebody and very efficiently actually but but I still want to know How does it get from this call where I say I'm homeless or about to be homeless? I need help to Jay. How does that go? Well, it doesn't go directly to Jay, but it will go to a survey that Jay has created And which the operator has yes, the operator has it available to them And so when they hear that somebody is homeless or about to be homeless Then they'll ask them if they can ask a few other questions in order to be able to provide You know resources that could be of help to them and are they willing so it's completely voluntary, okay? community benefits inventory and Once they answer these questions takes three minutes Then at the end of the question part it also produces a response based upon your answers You may also be eligible for these programs or services that can support you in the situation So people call asking for one thing, but they don't know all that's available all that they need to ask This is kind of a smart survey where it produces You go to the next step so if you fit in this category if the answer questions a certain way go to the next step they may ask one thing they give me answers and Yeah, we treat them holistic screen. Oh, of course it is but silly question and I was gonna say it's also helpful for for the The information or referral specialists because they don't then have to keep all that in their heads And that's a mistake of a high-tech part too, you know So it automatically will populate where the some of the appropriate referrals really like and we can text or email Or if they don't want to write it down to via phone we can text or email on those referral information So they can you know use that wherever they are So how does it has it actually play out? So, okay, the specialist is you know fills out the form or whatever she's looking at these questions survey and she's You know, you got some stuff here that we can help you with you know under the Coordinated statewide So we don't usually use that terminology whatever under this program Jay runs Okay, and then the specialist says okay. Well, I have certain benefits that are apparently useful for you What happens then in the conversation? Well, one example of this would be so in the past approximate 10 weeks We've had 350 callers and they have been Received the information or further the information over 900 agencies that can provide them that direct assistance Related to the problem that they called about in addition of those 340 callers 320 people have received housing assistance. Okay, but the question is How do they get to the yeah, how do they get to the agency from that call? How did they get to the so the Information or referral specialists will give them phone numbers. They'll look up for rent payment assistance, for example They will look that up. We hit we use an indexing system on the database. They'll look up agencies will pop populate for that particular area of the caller and They'll find the ones that are nearest them Tell them about them and ask them, you know, would you like a referral to this particular location? Here's the phone number. Give the phone number Yeah, and would you like to give them a call and they can help you and they'll talk a little bit about what some of the basic Services are yeah with the services and just just very Lightly like they won't go into a lot of detail But just there there's some documentation that if they have it and they go into the office They don't want them to go in only to find out. Oh, they don't have what they need and then go back Yeah, we want to prepare them for a referral Yeah, because additionally they do they tell about the other things this agency may have so they may be going for money But they could also they also everybody who receives this program has to go through financial and budget counseling Has to work with a housing case manager to follow a housing plan But that's the second that's that's that second step But when they go there is that sure step is we have to take a break absolutely I always gotta take a break every once in a while. You guys agree. Sure. All right Aloha, I'm kawi Lucas host of Hawaii is my mainland every Friday here on think tech Hawaii I also have a blog of the same game at kawi lucas.com where you can see all of my past shows Join me this Friday and every Friday at 3 p.m. Aloha Aloha My name is John. Why hey and I actually had a small part to do with what's happening today Served actually in public office But if you don't already know that here's a chance to learn more about what's happening in our state by joining me for Talk story with John. Why hey every other Monday Thank you, and I look forward to Your seeing us in the future Okay, speaking of numbers What kind of numbers how many people are you helping and what's the you know? What's the dynamic on it right now just in approximately 10 weeks have helped over a thousand individuals? 45% of them and were children so what we're finding is right now 75% of the people that we helped are facing evictions They actually had a legal eviction and 50% of those involved have families with children of the homeless that we've helped 75 households of the homeless that we've helped 50% of those actually involve families and children as well So this is really directed at the authentic need and it is rapidly rehousing, but it's all it's truly preventing homelessness But what's happening is it's so tragic actually, you know, I mean I heard recently actually from my Hs You know they were sure last week That you know, there's a lot of retired people, you know who sort of frail They're getting old and they're out there homeless and they had nice middle-class lives all their life But they got sick and it cost them everything and now they're that that desperate person on the other end of the phone This is for us. This is exactly for us people like that in respects that this is for people that encounter an economic event You know it could be nineteen point six percent of our homeless actually have a job Or a lot of these evictions relate to somebody with a medical condition or something economic event happened And so by giving them three months granting them three months of assistance We can keep them in housing or help them get back into housing before they have to have an extended period of homelessness And all those things that go with that's really important. She was somebody in the paper was it yesterday some young fellow He was 21 years old and he'd been homeless since he was 16 And I think we're developing a whole community of people who've been homeless for a good part of their life I like to think this as a actually it's like a choice line It gives people a choice now the choices that they want may not always be there But it gives them a choice to move forward to if they call and they maybe they don't have the income to sustain housing But they'll also get referred to an employment specialist Maybe a program near them that can help them find a job or if they're disabled and they don't have disability yet We'll link them up with let's say legal aid or some other work How many people of you know the ones you talk to and refer out actually, you know Prevent are prevented, you know are saved from being homeless after the 90 days period No, actually so we follow them for six months at minimum of six months But everybody that is in there they have to demonstrate sustainability when I say demonstrate They have to they work with a budget counselor and make sure that they can pay their rent and sustain that rent We look at their rental cost burden and we really make sure that we can say you agency can say I'm sorry No, that program's not for you because you cannot sustain that rent independently. So sustainability is job one on this We're not just no money to the wind, you know sink a swim. It doesn't work But if they can't sustain it we would get them into other programs that would help them get into a sustainable position, right? And this is actually one of the questions that the Information or referral specialist would ask up front, you know Just let them know if you get assistance for two or three months Would you be able to continue to pay your rent after that, you know, do you can they answer that because sometimes that's hard Yeah, and yeah, I mean that's gonna be something that the agency that we refer them to will have to actually Determine but we're just giving them that bit of information so that they kind of know what to expect But if they say no, I I don't think so That benefits inventory will also determine do you have a place to stay for the next seven days You know it will do any mature on everything that they can benefit from and tell them how to get there And they they have to take that personal accountability and get there or if there's maybe an outreach team needs to go to them Then we can contact that outreach team and maybe outreach to them. We'll do whatever it takes But there is definitely you got to meet us halfway But it's you'll get a choice from this line on the things that are out there available to you What is good about this is that we use technology to leverage this program. Well, I you know I'd like to say first we include technology right now in a few minutes, but you know Anybody could be faced with this desperate moment anybody could be a caller on 211 I mean the woman who called me. I told you about you know, she was educated She had been married Her husband deceased her pre-deceased her and she was just all alone And it was just a set a flukey set of circumstances that put her there And and I you know there, but for the grace of God go all of us So you can remember 211 just in case What was that number again that is Okay, let's talk about technology, so you've been using Hawaiian telecom on this we have and that's that's So we have two systems. We got a phone system That's through Hawaii Intel and then we have a database system. Okay, right? They both operate for the specialist. She has both of them, but they're not integrated, right? You mean yeah like in the information system, they just push a button on the computer and it dies But you don't care about that because there's too many choices too much judgment being applied So it doesn't have to be integrated. It can be separate. I think but the question really is is the the VoIP phone You're told me how you're gonna get a VoIP. We have what we love for it It's capable of anything it's a computer you can program it any way you want, right? How do you plan to program it? well, one of the things we plan to do is It's going to help us to do surveys with our callers to determine if they the referrals that we gave them were actually useful and In the past when we would do it the the INR specialists would need to Schedule a time and make the calls back within about a week or so of making the referrals with the new system We'll be able to program it At the time that we make the referrals the INR specialists can ask Would it be all right if we call you back in about a week and have you do a quick survey of two or three questions to ask? How things turned out in terms of the referral and if they agree to it then it will be programmed They can actually tell us what day they want to be called back What time of day and the system will automatically do it and will automatically Offer the survey to them so the INR specialists won't be involved if they have any questions at that time Or if there's any indication that maybe they're not happy with what happened They'll have an option to speak with one of the information and referral specialists So then it would automatically connect if Somebody is on hold for too long for example if all of the lines are taken in they call when we're open And they want to have the option to be called back They again can either just get a call back as soon as somebody is available or they can Have the option of being called back at a particular time technical support. It's really great Yeah, and then if that's the case if they say, okay, you know, I want to be called back at Three o'clock this afternoon because I'm gonna run out the door now that they can program that from their phone And you know the the system will ask them those questions It'll be programmed and then at three o'clock Our phone will automatically or the system will automatically dial them and it'll ring to one of the operators So we don't have to the the INR specialists don't have to think about when they're going to call somebody We don't have to do the scheduling the phone will do it for us. Okay, so the phone now has a computer system It's not the same computer system as the database with the four thousand records So now on the on the desktop there's two computers essentially, right? Yes, that's good And so the the operator can I mean the specialist can use either one of them question though As we go forward on this I can answer it wouldn't it be possible for this person to get the calls at home Away from your call center would never work just as well Yes, that is an option and it's very portable and not only that we are working with a 211 Department in Utah and they are our backup system if something happens to our system For any reason then they can take our calls for us And they they could do that with the current system now But it'll make it much easier because they're on the same they're you gonna use the same event Or they use the same vendor that we're gonna be using so the same it all suggests There's so many things that this kind of system would go national, but we don't want that right we want it to be local Well all the referrals I mean the resources are local By and large important and in every state Not all two-on-one services are statewide some of them don't cover the whole state some of them are by county and So yeah, it's it really varies. So you have to have that local aspect. It's gonna be very exciting for you This way this is gonna change things. It's gonna even gonna change things for Jay, you know His numbers are going to increase now. Oh, it's hard to say everything the two-on-one. Absolutely. We want more work Yeah, it's more opportunities working hard at work. It's more change for that. We're moving the needle I'll tell you another way. I think that it can benefit us and a lot of guys This is also just gonna be in terms of getting the message out is that right now about 85% of our calls are on a Wahoo So we really need to get the message out to the neighbor islands as well because we do have resources in our system for the Neighbor Islands for all islands, but we aren't getting as many calls in and I think it's mostly because people don't know Now I know Well, thank you guys that was a great discussion It's very important that we know about this. It's very important. We know what you're doing You know, you're building an infrastructure that will take care of our of our homeless and we want to be the We're connecting our infrastructure connecting. We want to be the cloth mother for them We don't want to be hard and you know distant. We want to be there for them all the time Everybody deserves a choice. Yeah, and for everyone in the community. Yeah, we're all potentially there Everybody has a need of some sort That's right And as you mentioned to me before the show that the two-on-one is it turns out to be a Catch-all because if you have a problem, you're gonna call it two-on-one Even if it's not all works for every everybody wins with this one It's a win-win you know and when there are questions We recently had this hepatitis hepatitis a outbreak people call us to find out where can they get the vaccines We do that for flu calls for the Zika virus with Dengue when it's coming out and so we are listed as the hub and Even crisis calls sometimes will come through us Even even if you don't call but that you know there is someone you can call Gives you a certain amount of comfort gives us all a certain we even have a warm line I mean, it's not ours, but we will connect people with a warm line So somebody who just wants to talk to somebody, but it's not a crisis We have a number for that too. Oh Okay It would go on on the show one time Well, thank you. Thank you so much Manika Manika Wiseman and J. King Let's see Manika's with Program manager the 211 program one program manager and and J is the program manager for housing And it's all with Aloha United Aloha United we stand. Thank you so much. Thank you J