If you remember just one phone number, let it be 211!

We enjoyed our first visit with Olivia Schon, Wyoming 211's Deputy Director - so much so that we asked her back! And she brought a friend, 211's Casey Quinn, the Communications Director for Communicare, to give us the 411 on the organization's AMAZING new initiative.

(See what we did there?)

Transcript

Authentic Wyoming

Wyoming 211

July 2024

This transcript was generated automatically using speech-to-text technology. The accuracy may vary in spots.

Hi, I'm Myra. And I'm Tressa. We are fancy marketing people with Union, a Wyoming-based telecommunications company. Yes, Wyoming really does exist. We proudly serve the Rocky Mountain region on this podcast. We will feature businesses, organizations, nonprofits, and influential people from Utah, Colorado, and Wyoming. Our mission is to highlight those who inspire their communities daily.
 
 We believe this makes us truly authentic because a journey of a thousand miles always begins with a single step.
 
 Hello, Myra.
 
 What's up? What's up?
 
 Not much. No. I laughed so hard because, earlier today, when somebody comes, you test it, and I messaged you back to Theresa. So funny stories for people. And listen early. And everybody like, butchers Tressa’s name everywhere. Like, regardless of if she spells it or if she doesn't spell it. But the best name ever that ever happened in the history of names for Tressa was someone called her Chirizo.
 
 And it's I laugh about it daily like, I, I just like lay in bed at night and think Theresa.
 
 Well, it usually happens to me as soon I'm with a fellow named Miss Harper. So we just walk around and my name's Mira and Mira and your Tisa and Tessa and Theresa, and we're like, whatever. Yeah. So one time, someone's your name. Like Theresa, like Theresa.
 
 Yeah. Yeah. Well, that one day when we for, I had to. Oh, I got a funny story for people. It's really. So I had to fly, and I had to fly with the paper and. And I didn't have backup, but I did. And so, s the con TSA people. So thank you, TSA listeners, if they're any of you.
 
 she was a wonderful human. And I got through with a Costco card, and I wasn't going to take that chance on the way back, so I survived. Yay! I made it to Nashville, but, like, going back to the name bag thing or name bad thing. Blake had to mail me my ID because it came in the exact day I flew, and, the guy didn't even, like, ask me my name or anything.
 
 He just looked right at my badge and was, like, deliberately Myra poop and then pulled it right up. I'm like, man, that was the best thing ever. I want to walk around with my name on a badge, because then you don't have to spell it or anything. You're just like, Bleep, this is who I am.
 
 Yeah he did. He did he use context clues I can even play bones. He's like I. Look like an. So now I kind of want to just like wear embeds. I don't even need to say I don't even need to explain myself. I don't even need to tell him why I was there. He just went bloop, bloop, bloop.

And I'm like, wow, this is the best service I've ever had.
 
 Oh, I love that. And then just make snarky, like, 80s commercials or, you know, like it never had your name over misspelled, you know? Doo doo doo doo doo doo doo doo. Tired of Starbucks? What's your name? We've got you covered. Yeah, it just went wrong. Yeah, I think I just. And there's probably, like, a Key and Peele skit about this to somewhere, you know, because I laugh about the one.
 
 The substitute teacher one. if you're familiar with it, we're like, they, it's like teacher's trying to say kid's name, and the kid's name is Aaron. And they're like, Aaron, you know, like, kind of like me practicing for today's podcast and calling it community care instead of keeping care like a normal person. the one of the names is Blake, but they call them blocky and so horribly everywhere we go.
 
 And he's blocky instead of saying, yeah, so now we've got one all around our names on coffee orders that we can solve. Blocky. Yeah, he's used to it. So. Yeah. Right now. Yeah. I like the name Troy. You don't hear Troy very often. I went to school with one Troy. Yeah, and that's it. 
 
 I I'm for. You're trying to say Troy special. And you're like me. It's common. It's it's a common denominator. Right?
  
 You're like that guy. You know,  So our this is our first repeat guest ever. And she is our absolute favorite. and it's a.
 
 The version shifted so much. Oh my gosh Olivia, it's Olivia. I'm the worst. I knew this was going to happen. We're just talking about karma already. Karma? I spit and talked about that poor guy that called you to Rizzo. Oh my gosh. Oh my gosh. Yeah. I'm so sorry. But we also had meant to be. Was meant to be.
 
 Yeah. I'm so sorry. We have Casey Quinn, and he's sick. Oh, my. I'm going to call a community care community. Yeah. We're off. You're close. There. Community care manager. Welcome. This is. You know what? I should stop saying that. People are our favorite for our pets. Because this happened on another podcast where I'm like, this is my friend.
 
 This is the best person in the world. And I called her her maiden name. And she's been married and has like a laugh. And that is not her name at all anymore. And yeah. So I'm. I'm a winner. It makes you glad. I'm glad you called me my. Your favorite. I'm feel the same way about y'all. I'm like, yes, girlfriend type.

 Plus Casey. Like, yeah, I did it.
 
 Yeah. I love you, buddy. Yeah. Hello. Thank you. Last time Olivia, it's been. Yeah, yeah, it's been a long time. I was trying to think. Do you remember the date? I think I was your third or your third podcast ever. Yeah. We did. We do it in April of last year. Or was it me? Yeah, I think it was April.
 
 I was it I don't know, I feel like it was like the weather was not. Oh yeah. It's close to Easter because our first time was complaining about Easter having in like Snowmageddon. Yeah. With a five year old or four year old at the time.
 
 So many things have changed in a year for two and one. And so I just thought if you'd give me the opportunity, I'd love to fill you in on a couple of things. So last time we talked, we had, over 2700 resources in our database, and now we have over 2900 services that we are providing to Wyoming, which is amazing. and remember, that includes any, you know, nonprofit, faith based or government services offered in the state. last year we answered over 4000 phone calls and had over 236 two way text exchanges. So remember, you can texture zip code to 898211. And that starts an interactive conversation with someone, which is awesome. we're now up to over 1000 agencies throughout the state involved.
 
 
 
 And, yeah, we're just we're just kind of blowing and going and we're really excited about, some of those numbers. So currently we average about 175 to 300 phone calls a week. you know, we've dipped down since Covid and Covid caused everybody to need all the things. And now we're just really dealing with those, people with really specific needs that know to reach out to us for help.
 
So, yeah, I just was excited to be able to share some of those changes that we, have seen through growth. Yeah. That's amazing. What a difference a year makes, right? You. Yeah, that's. I don't even know. I mean, honestly, just to think there's that many resource and that many people and organizations willing to partner in to, get together and just continue to contribute to outing 211 is mind blowing to me.
 
I mean, just in our pocket of the world, I think that's incredible. Absolutely. so as far as the needs that people are calling in about that top need last year was, rental assistance. quickly followed by utility assistance and then food insecurity. So a lot of people are interested in that call data that we keep track of and so those were kind of the top presenting value last year.
 
 That's interesting. We, Chris and I actually attended the Governor Business Forum last year, and that was one of the number one topics was housing in Wyoming. being able to keep up with the needs of like one. Do we even have enough housing and to. What's the cost of living to afford that? Do we have affordable housing?
 
 Do we. What's the cost of living? And so obviously this is a topic. This is something that from the top down. And to know that you know, you you know, it's unfortunate you do have people calling in. But as Wyoming 201 you're able to help and support those people and to get them the resources in the places they need to be.

 So it's interesting to see here's a need. And this is how a group is trying to fulfill that need. I think that's just amazing. Absolutely. And it was a hot topic there. So it's obviously something statewide that we need to work on and work towards. So yeah, so I know last time we hung out a long time on our resources for our farming and ranching communities, which was awesome.
 
 We did see an uptick in calls in this community. So thank you for letting us utilize the Authentic Wyoming podcast to, launch that information out. That was wonderful. we've also created a new mobile app that was pretty exciting for us. This is very exciting. Yeah. So it's available in all app stores now. it's got some cool features.

 You can take a, four step tour guide, through the basic functions of it. it has category features with curated lists of, possible searches that you can make, just like our search engine on our website. it you can access driving directions right from the referral. Once you select the referral. And you can even make phone calls right from the app as well.
 
 And it contains our entire two on one database right there in the app. Wow. That's awesome.
 
 Yeah, we're excited about all of our programs. One of our major programs that, we are just launching. we just finished the pilot here in Laramie County was for our community information exchange program called Community Care which is why I invited my friend Casey on today. He is communications manager, and I wanted him to share, straight from his mouth. What? The work he's doing and what actually is its value, and how is it beneficial to us here in Wyoming? Yeah, we're excited to hear about this, Casey. Yeah. Thank you. Just take it away?
 
Take it away. All right, so, community care is a community information exchange or a CIA. on the surface, you know, CIA is a network of providers that have access to shared electronic tools that make it easier for the service providers to find resources for clients, make referrals to those resources, coordinate care with other service providers and track the services, that a client has received that's not the terribly exciting part of it, but, you know, those are the tools themselves. But, you know, what is the point? What is the point of this? What does it actually solve? so there is a problem in Wyoming and much of the US for that matter, that doesn't have to exist with, the level of technology.
 
 We have available in 2024. right now, a person in need might walk into a food bank or a homeless shelter, or a free clinic or an E.R.. and they'll they'll receive the services they need at that moment. with the types of services these clients are needing, a provider can make a safe or a fair assumption that maybe this individual has other needs.
 
 If you need food, you likely need, some financial services. maybe you can't pay utilities. Maybe you need transportation. Maybe need job and insurance. And then all those things compounded. Maybe need therapy, maybe have a substance use disorder. So there's a thousand other things that could be impacting a person and why they're coming to see you in the first place. so currently, assistance, providers can do a few things. maybe the provider knows of some resources within the community, and they'll give the client some referrals. or maybe they don't get the client referrals at all, or they have the client call Wyoming 211, which is also a good route if you're going to do anything. but regardless, they send the client on the way and they either never see them again or they see them every month thereafter.

 So, you're losing track of these individuals or the fact that they keep coming back. means they have possible needs outside of just the services your organization provides. So that's really how it stands in Wyoming right now. So that was long winded. But this is where communication, the CIA falls. And so with community care you can be one of those providers and say to client, oh you need a pharmacy or a clinic.
 
 Here's a direct referral to free clinic. You need food. Here's a direct referral to Meals on Wheels or your local food pantry. You need insurance. Here's a direct referral to enroll Wyoming and those in network and in the system. Partners will receive that referral through community care or email. they'll be able to respond to the referral, tell you any relevant information, regarding the services they provided to that individual.
 
 And, also with access to, resources all across Wyoming. because all 2800 of our resources are within this. Those aren't direct referrals, necessarily, but it's information they can at least give to the individual. So if you're in Casper, I'm on to bet a lot of there. you know, the the medical center is tons of people from Douglas, Evansville, you know, the surrounding smaller towns.
 
 and then they go home, and the people in Casper might not know the services that exist in Douglas or Glenda, Wyoming or Wheeling. so it gives clients, a lot more available resources.
 
 It's amazing. So it's like a huge network of resources, right? One resource to another, to another, to another, without really ever having to even contact one, two, one, one again. You guys are just the facilitator of this. Absolutely. It takes Wyoming two on one out of the mix. And also, I mean, from the client's perspective, they're doing less work there.
 
 Absolutely no information once their documents can be uploaded in the system. but best of all, the organizations are reaching out to them first instead of the client making the trip or the call, sitting on hold forever and then giving up, and then the services are received. So it's ultimately making care more efficient. And it does what we call closes the loop on referrals.
 
 Yeah. Yeah, that makes sense. I can imagine. Oh, sorry. Go ahead. Olivia. No. Go ahead. I was just going to say cannot imagine. You know, having, food insecurities and, just having lost your job and not sure, you know, how you're going to be able to pay medical bills. And now you don't have health insurance. And having to tell that story over and over and over again to separate entities in order to receive services.
 
 I think that that that for me, is one major perk with using community care is me as a client. I just have to tell my story once and then that gets communicated for me to all these organizations and they reach out to me. So I'm not having to keep track of that sticky note that the food bank gives me for the clothing bank, or the free clinic down the street.
 
 They're going to reach out to me to let me know that they're here for me. And I only have to tell that story once. Yeah, I love that. Yeah, exactly. And not even that the client doesn't have to try to understand what are my other resources, because they are coming to them. Yeah. Wow. What an amazing idea. Our other states doing this.
 
 Are you guys like the pilot? so it is still pretty novel. I'm. I would guess there's probably 15 to 20 other cities out there. not a lot of statewide ones. You know, there's some more community based ones, like San Diego or Seattle. as far as the rural West. We're certainly one of the first. And, you know, as we build this, we also have to do it our own way.
 
 We try to learn from these other cities, but, they have such different issues. I mean, Wyoming really has unique issues just from, the spaces in between, services they have the amount of gaps. There are, travel time to get somewhere where Wyoming people are just on a different, clock to a degree, because it takes us longer.

 Yeah. Somewhere it's colder here, you know? yeah. We travel by hours. Yes, exactly. Yeah, exactly. Yeah. It was a surprise for us. We're we're, very much at the forefront of this. That's really cool. So what does your your launch rollout look like? You said that you just did the pilot, and then it seems to have went well. how will this roll out to the rest of the state, or do you have a launch plan or what communities will get it? Yes. So so I'll touch on the pilot to, the so communicate is one of the best foundations for starting out as a statewide city. because of the number of years and relationships, two on one has built environments but also because it was the organizations that helped build our program. So, we have a steering committee that's been working on this for years now. and it consists of various organizations in Larimer County, ranging from small nonprofits to large organizations like, Sunshine Regional Medical Center. we expect this to grow and change to reflect the providers across Wyoming.
 
 where we just started in Laramie County. the support to a grant will be on that. but we did actually just pass the pilot for a community care, and that was in Laramie County, and that was with eight different providers, ranging from food pantry to, recovery to, you know, hospital, free clinic, that sort of thing.
 
 this despite us not even being at full launch, we are receiving partner grants across the state and tons of interest. So we actually we have partner agreements. you know, if you went to county in Albany County, we're we're giving presentations to groups in the tri county. you know, if it's a park and Campbell and we've been building up these relationships, you know, we expect these organizations that we've been taught to join.
 
 we're super fortunate. Also, we have great, partnerships with large state entities like, Department of Health, chronic disease prevention, program. And that's to help us onboard health care systems. and then another one that really excites me is the one, Wyoming Family Resource Center Collective. and I don't I don't have heard of the Wyoming Family Resource Center.
 
 I have not not the Wyoming one, but when I was growing up, there was a family resource center really close to, where I had a great aunt who would keep me, and we would go and hang out there sometimes, and they'd have activities and games and things. So I'm familiar with the Family Resource Center and the importance of it.
 
 I'm not familiar with the Wyoming one, though. Sure. So I mean, that's very much the the idea. you know, the FRC is our place for family or anyone for that matter can go and receive access to resources, case management, care coordination. I believe 19 or 20 counties are participating. but the FRC is, you know, in a city or something.
 
 They'll have all the resources in the building. we're very much a foundation of this because that's not practical. Wyoming. So the community care makes a metaphorical building for these county folks. but what's great about these as well is, the FCC give us a great launch point in these communities, particularly these rural communities, because we'll have that big organization taking the first step to building, this network in their area.
 
 and what's amazing. So, if a provider is out there and listening to this and they want to participate, how do they how would they get Ahold of you guys and, and offer participation? Thank you for asking. So if you are an interested organization, you can either go to Wyoming 211.org and select, Community Care CIA under the Partners and Programs tab on the communicator page you'll find an interest form. And that lets me know that you'd like to learn more about the CIA. you can also email me at sequin at y, 211.org. That's CQ UI and 121 on.org. or if you're really having trouble trying to get a hold me, just call 211. And one of our call center specialists will direct you to.
 
 but but I will say just not something a lot of the stuff I'm talking about sounds theoretical. hypothetical. But we've been using this system for a few months now, and we've seen it works, on multiple occasions. you know, our case manager, which I should also, state you can make a direct referral to communicate.
 
 Maybe you're a small food bank. You get someone that has case management needs, but you don't have the capacity. you can send them to our case manager, but, she was working with someone with a disability. homelessness. Not in his own hometown. he is now back in that hometown with a job in house. maybe this individual would have got those resources regardless, but I think the CIA made it more efficient and, you know, the difference of a week or a month can be life or death for some people.

 So, I really believe in this. I think it's going to be a huge deal for Wyoming.
 
 so in your pilot program, Casey, how many people have used who have used it so far? Do you have any stats on that? So we have just finished the evaluation of that, and we're about a a few days premature honestly, because I'm okay with that information on Friday.
 
 So I apologize and I'll have that. I'd be happy to send you those numbers. Yeah we'd love to have them actually just add them to the to the show notes. So yeah, this is kind of like a wait and see if they. Yeah. If they, you know listen we have to be like an over under bet going on.
 
 Yeah. Yeah. We'll make it fun. Yeah I know our partners were using it though. I know that they were getting fliers. yeah. That's awesome. The mass of people saying that they have used it. Yeah. Yeah. You have a pretty good population center there. So, yeah, I'm sure the numbers will be reflective of that. So yeah. Well, this is great.

 yeah. Olivia. Casey, any any upcoming things? I mean, this is a huge thing for you guys. Anything else that you want to share with us that we're going to. And one are we doing in the near future? I noticed that when we talked last time. I was remiss to mention, two of our other programs that are under our umbrella.

 and since Casey mentioned that the CIA has, case management capabilities. These other two programs do as well. So, under our umbrella, we have an aging and disability resource center. So that's for any individual with a disability over the age of 18 or any individual over the age of 60 for that aging component. And so we have a navigator who acts as a caseworker for those two populations.
 
 She can, help people with Medicaid and Medicare eligibility applications. She can help with SSI and SSDI, assistance. she can give, referrals and information out about in-home personal care and nursing housing options, help applying for certain services that caregiver support and respite. Maybe I'm caring for my aging parent, and it's exhausting. And I need a break, but I'm not really sure where to turn to.

 And so she can give me information about that, too. And then our other program is Kinship Connections of Wyoming. And kinship care is defined by any individual who's raising a relative child that's not their own child. And so grandparents raising grandkids, aunts and uncles, maybe nieces and nephews. This is a really growing population in Wyoming and really throughout the nation.
 
 And we since 2019 have had this program that we've been running, and we have two individuals that act as caseworkers for that population. We have a ton of resources in Wyoming just for kinship caregivers. and within that program, they can help with, guardianship filing fees. They can show up and advocate for those caregivers, in court, and they can offer legal aid and educational and training activities for that family, even down to extra diapers in white.
 
 I don't know about you all, but it's been, you know, at least a decade and a half since I've parent at a young one. And I know, Myra, you're in the thick of it right now, but it feels like a really long time ago. And so, it'd be hard to think of, like, what car seat rules are or how to register a kid for kindergarten or, you know, what vaccines are they up to date on those?
 
 And what do I need for school? And so, these two ladies that work for Kinship connection are really wonderful about, hand-holding through that process. especially for those most of our kinship caregivers are grandparents. Anyone over the age of 55, actually. and so we have just noticed that, the rise in that population and the need for this service.

 and that we're really excited about is we're combining, both an aging and disability resource Center navigator with a kinship navigator. And we're putting that position out on the wind River reservation. So we're hiring someone who lives on the reservation to learn our resources at two and one and, and combine that position, because we're really hearing there's a large need, for both the kinship population as well as the aging and disabled population on the reservation.

 So we're really excited about that position. Yeah. That's amazing. Yeah. I wouldn't even thought of no. That's beautiful. And I, I mean, yeah, I am in the thick of it, but I have, you know, a five year old and a six month old and I forgot all the things that ABC. But it's not even been that long, like, and the cost, the formula, diapers and car seats and child care and it's, it's it's expensive to to procreate, you know, to be for all these day.

 So, Yeah. But I do you know, and I, I think about, like, my mom helped and I know even one of my, my best friend in the whole world, her great grandma helped raise her and, like, these resources would have been so helpful for her. I mean, she's a great grandma, you know, trying to help get her and things going and do things with school.

 And I just couldn't imagine you know, I didn't even know how to register my five year old for kindergarten. and I'm supposed to be the one doing, like, the, the normalcy, you know, and quotes. And I, I couldn't imagine just, you know, one being that incredible and taking on that and helping that child out and then to trying to figure out all these little things that you don't think about until you're in it.
 
 And, you know, that's just that's really neat. that program is really cool. I'm. Thank you for sharing that, Olivia. Yeah, absolutely. I have a lot of people ask that I talk about it to. I think 67% of our kinship caregivers are in that situation because of, that parents that have had substance abuse issues and then have been incarcerated.

 So, we're really trying to, you know, do what we can for these families that find themselves in this situation and emergent, you know, type cases. And, we're we're just really proud to be able to partner with other organizations to help these people out. So. Yeah. Yeah. That's amazing. Well, we really appreciate you guys taking the time to talk to us today, and loved learning about all the advancements of why, two and one meeting Casey this time.

 So it was great to have you back. I really appreciate it. It was wonderful. We appreciate the platform. Yeah. one last question we like to ask all our guests, so I'll ask Casey to answer this first. is how do you stay authentic? How do I stay authentic? Oh, man. I'm trying to think of the most authentic answer.
 
 oh. No. I say what I want, and I mean what I say, and, I feel like that's the only way, honestly. So. Yeah. Yeah. I love that, Olivia. Oh, I love that question. Actually, Casey kind of stole mine. I was going to say, you know, self-care. But, to be honest, yelling at my children sports games because, you know, they're they're just used to that encouragement.

 So if I'm not screaming from the sidelines, something is wrong. I love that. Yeah, I love that, too. Yeah, I, I feel bad for my children. I get emotional. I'm very passionate. So I guess I'm with you. Olivia. Screaming at the sport events. Yeah. Yeah. Well, awesome. Thank you guys again so much. We really appreciate it. Thanks, y'all.

 It's been great. Until next time. Stay Authentic.