211 Counts Exports

211 Counts Exports

How to share data with 211 Counts

For clients interested in providing data to 2-1-1 Counts, iCarol is pleased to make the setup process quick and easy.

Data is provided to 211 Counts daily for any contact records submitted the previous day, in addition at the beginning of the month a monthly file is generated and automatically provided to 211 Counts for the previous months contact records to allow 211 Counts to include any records not included or that changed from when the daily files were provided.

For more information about the 2-1-1 Counts project visit 211counts.org. Here is what you need to do to get started with setting up 2-1-1 Counts:
  1. First, connect with 2-1-1 Counts by emailing Balaji Golla (bgolla@hcimpact.com), to express interest in participating. Balaji will be able to provide more information on the project, provide templates for the authorization letter, and start the initial setup process.
  2. Second, a designated Support Contact from your organization creates a new ticket with the iCarol Support Team and provides the following information:
    1. Signed permission letter, giving iCarol permission to share your data with 2-1-1 Counts
    2. In addition to the information provided in the permission letter, you will further specify what data gets aggregated to 2-1-1 Counts by providing the following:
      1. If you have more than one contact form in your system, specify which contact form(s) should be used to designate what data gets aggregated to 2-1-1 Counts.
      2. If your organization answers multiple lines or contracts, please specify which field(s) are used to mark a 2-1-1 interaction. This information will be provided to 2-1-1 Counts so they can aggregate your data accordingly; data for any non-211 interactions won't be aggregated to 2-1-1 Counts.
      3. If your organization only answers 2-1-1 calls, specify this so the data can be aggregated accordingly.
      4. Identify any demographics that you wish to share with 2-1-1 Counts. For demographics to be shared, a question must exist on your Contact Form representing the demographic choice. Supported demographics include:
        1. Age
        2. Gender
        3. Ethnicity
        4. Children in Household
        5. Income Level
        6. Source (ie. how the requests were received, often used for phone, chat, web search, etc.)
      5. Indicate from which date you would like to send data to 211 Counts.  This can be from January 1 of the current year, or a specific date in the current year.  If you would like to send data prior to January 1 of the current year, please note this, but understand this may carry additional fees.
  3. After the previous steps are completed, the iCarol Technology Team will configure the standardized export to use your data and will send this data automatically to 2-1-1 Counts for inclusion on the website.

Note, this feature may have an additional cost associated with it. If your organization is interested in enabling this feature, then a designated Support Contact from your organization can go to 'Help' in the left side menu and submit a ticket to request more information.

What data is provided to 2-1-1 Counts?

When enabled, iCarol will automatically generate and upload the 2-1-1 Count export files daily for any finalized Contact Records directly to 2-1-1 Counts. At the beginning of each month, iCarol will also provide a monthly reconciliation file in the same format to 2-1-1 Counts for the entire previous month. The reconciliation file includes any draft Contact Records not submitted on the same day the contact started, and changes to the totals based on deletions or other changes.

Please note that 2-1-1 Counts files are only provided directly to 2-1-1 Counts for use within their dashboards. The below information is only a reference for what information is shared with 2-1-1 Counts and the structure.

There are two files provided to 2-1-1 Counts. The first file (File1) includes a summary of the Contact Records and Referrals, while the second file (File2) includes details about Needs and Demographics if used.

File1: Summary File
This file includes the total of finalized Contacts and the total number of Referrals to Resources.
  1. Call Date: The date the Contact Record started
  2. Total Calls: The count of Contact Records submitted
  3. Total Services: The count of Referrals to Resources on submitted Contact Records
  4. Report Version: The Contact Form Version of the submitted Contact Records
FIle2: Needs & Demographics File
This file includes the 211 Taxonomy Needs and demographics if used. The file includes a minimum of one (1) row per Contact Record, but this can increase when multiple Needs are documented. It's important to note that the count of Needs and the count of Referrals can vary greatly. For example, a help-seeker with needs for both food hampers and diapers may have two separate and unique needs but may be referred to only one resource record that offers both services. The data would reflect 1 contact, 1 referral and 2 needs. Based on AIRS best practices, multiple referrals could also be made to meet a single need. This practice of offering multiple referrals provides the help-seeker choice. In these situations, you may see 1 contact, 3 referrals and 1 need in the data. In file 2, you will also find your mapped demographics for age, gender, etc. Because not all Contacts/Calls may have needs associated, there may be rows with no needs for Contact Records.
  1. Call Date: The date the Contact Record started
  2. Zip Code: The Zip Code as entered on the Contact Record (if available)
  3. Taxonomy Code: The 211 Taxonomy code of the Need added to the Contact Record
  4. Count: The count of times the Need was added to the Contact Record
  5. Need Was Unmet: True/False indicator if the Need was unmet
  6. Age: The age value as mapped to the Contact Form
  7. Gender: The gender value as mapped to the Contact Form
  8. Ethnicity: The ethnicity value as mapped to the Contact Form
  9. Children In Household: The children in household value as mapped to Contact Form
  10. Income Level: The income level as mapped to the Contact Form
  11. Source: The source as mapped to the Contact Form (often used to differentiate between calls, text and chat)
  12. Call Report Num: The unique ID of the Contact Record

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