The objective of the Central Clearinghouse (CC) strategy is threefold: (a) to create a comprehensive, up-to-date, and user-friendly directory of domestic violence services and resources that can be accessed online or by telephone; (b) to facilitate smooth referrals and “warm handoffs” for domestic violence services in Orange County; and (c) to maintain an online domestic violence “portal,” which is a dedicated webpage where providers and patients/clients may review and download relevant domestic violence materials such as safety plan checklists, validated screening tools, web-based trainings on how to screen and counsel, etc.
211OC will engage stakeholders to determine how to define a “domestic violence service” and broaden the scope to ensure healthcare, mental health, shelter, social services, legal services, and victim advocacy services are included as positive search results. 211OC will also outreach to local healthcare and social service providers, the county, educational institutions, and community based organizations to identify relevant agencies and services for inclusion and facilitate connection to a live representative. And, 211OC will partner with the same stakeholders to market the database, helpline and portal; as well as solicit feedback and evaluate the user experience, the accuracy of the information, the ease of referrals, and the effectiveness of the overall CC strategy.
Additionally, 211 will regularly update its database to ensure it is current and accurate, and communicate with local agencies throughout the year to add new agencies and remove others. These resources will be linguistically and culturally appropriate for various under-served communities (including low-income, ethnically diverse, LGBTQ, military/veteran, and disabled populations), and the helpline will be staffed in different languages.
The CC strategy will produce the following measurable outcomes:
1. The database/helpline/portal will maintain a large number of Domestic Violence services and programs for referral and update its listings on a regular basis.
2. The database/helpline/portal will record a large number of visits, calls, searches, and referrals.
3. Users will report positive reviews about the user experience and the accuracy of information received.
4. The CC will train providers how to use the database/helpline/portal and will field questions from providers.