HelpLine  

           Information and Referral Service

                  "Linking People to Services"

                        (661) 336-5200 voice
                   in Bakersfield

                  1-800-273-2275 voice
                1-800-551-1868 TTY
                     toll free throughout Kern County

                  helpline@capk.org

BACKGROUND

In March of 1992, as a result of the Children's Summit, the Kern County Network for Children issued an Action Plan for the citizens of Kern County.  At that time it was determined that Kern County needed a countywide information and referral   (I & R) system. In response to this initiative, community health and social service providers, representatives from local government and community based organizations came together to form the Referral Assistance Network of Kern (RANK) Collaborative.  After much consideration, the Community Action Partnership of Kern was chosen as the designated agency to administer the information and referral program now known as HelpLine. One of the most important reasons for HelpLine's development was to reduce duplication of services, and therefore staff costs, for the county's many social service agencies. It was determined to be a waste of resources and time for multiple agencies and organizations to continue taking calls for information & referral services when a centralized contact could be established. HelpLine eliminates the need for multiple organizations to publish hard copies of Resource Manuals, which become obsolete almost as soon as they are printed. Multiple thousands of community dollars were being spent on printing Resource Manuals each year. This is no longer necessary.

Today, more than 10 years after the initial planning stages, Community Action Partnership of Kern has built HelpLine into one of the most technologically advanced Information and Referral systems in California.  The HelpLine database currently contains information on more than 1,200 programs and 600 agencies.  The service is free of charge, and HelpLine can be reached toll-free from anywhere in Kern County.  HelpLine covers the areas including Ridgecrest to Lost Hills, Delano to Frazier Park and Mojave.

HelpLine's Operators are trained in crisis intervention and assessment of each caller.  Callers are individually assessed and referred to the appropriate social services to assist them with their needs.  All Operators are Spanish/English bilingual and can offer services in a culturally relevant manner to Spanish speaking callers. In addition, HelpLine provides a multi-lingual live interpreter service through Language Line, which can provide services to callers in more than 40 languages. HelpLine is accessible to persons with hearing impairments through a dedicated TTY line. 

PURPOSE

HelpLine assists:

• The public by empowering individuals with accurate information. HelpLine's philosophy is to facilitate the caller's access to appropriate programs at the first sign of crisis.
  

• Community members who have a personal, health or social problem and do not know where to turn for help.
  

• Social service agencies, in reducing staff time and expense duplicating Information & Referral services.
  

• People in need who have been "shuffled" from one agency to another or who have multiple and complex needs such that no one agency alone can help them.

• Individuals and/or businesses inquiring about general services available in their communities.

Accurate information enables people to make informed choices about accessing available services.  An integrated service delivery system informs families of their options, at the first sign of crisis.  HelpLine assists in long-range community planning by identifying gaps, overlaps and duplication of services. 

Even though this coordinated system saves our community a substantial amount of money, HelpLine operates on a very small annual budget. Financial donations and volunteers are always welcome. To make a tax-deductible donation to HelpLine, please contact the Director of Research, Planning and Development at (661) 336-5236.   

COST SAVINGS

This service provides cost savings in at least two direct and immediate ways:

1. A reduction in staff time spent on I & R activities by non-profit agencies, government agencies, elected officials, law enforcement agencies, and for-profit service providers.

2. Easier identification of  "safety net" providers to assist individuals and families at the first sign of crisis.

CALLER NEEDS

Since HelpLine began offering services in October, 1996 more than 70,000 calls have been received.

During the first year of HelpLine's operation, just over 7,000 individuals called for assistance. In the month of November 2003, more than 4,000 callers contacted HelpLine.  During the 2003 calendar year, HelpLine received 32,999 calls for assistance.  Some information on top priority needs and caller demographics for 2003 are listed below: