2-1-1 Information services: Outcomes assessment, benefit–cost analysis, and policy issues

Abstract This study investigates policy issues surrounding the implementation and assessment of 2-1-1 information and referral services. More specifically, the study explores the benefits that users receive from 2-1-1 referral services that are distinct from the actual social assistance provided by various service agencies; what policymakers should consider when funding and implementing 2-1-1 services; and the operational structure and interagency relationships that can maximize the benefit of the referral service to both individuals and existing social service agencies. Researchers conducted an extensive literature review and case study to examine dimensions of service performance, benefit–cost, and user outcomes of 2-1-1 services. This study further identifies potential measures and protocols for developing a holistic assessment program that goes beyond the reporting of quantitative inputs and outputs associated with a 2-1-1 agency. The centerpiece of this study is the creation of a logic model that identifies benefits and costs at three different levels: the individual, organizational, and societal. In addition, the model incorporates the dimension of time in order to distinguish between short-, medium-, and long-term benefits. Thus, the model provides a basis for incremental and flexible assessment of service performance that can lead to the creation of a culture of continuous improvement and ongoing evaluation for 2-1-1 services.