The research found that the viability of maintaining and expanding a high quality, national 211 network is dependent on the infusion of additional funds to sustain the current operations and expand the current system.
The study also determined that the national 211 effort is ripe for enhanced public/private sector collaboration. There is greater opportunity to maximize resources as the 211 call centers, and the public and non-profit agencies to which they make referrals, recognize the complementary features of their service delivery systems.
The study further finds, "In Texas, the benefits of the statewide 211 exceed the costs by 50 percent or more, depending on the year...This estimate, however, includes only those benefits that may be reasonably reduced to dollar amounts—a relatively small subset of all possible benefits. Many of the benefits, such as the development of social capital and the frequently cited “relief and reassurance” value of 211, cannot be expressed in monetary terms. For this reason, the net values and benefit to cost ratios underestimate the true comprehensive value of 211."
View this study.