2-1-1 Suncoast Inc
1750 17th St Bldg F
Sarasota FL 34234
2-1-1 Suncoast provides information and referral services 24/7 to health and human services for the improvement of the stability of our communities.
CEO/Executive Director Ms. Carmen Rojas-Rafter
Board Chair Mr. Marc Lazarus
Board Chair Affiliation R & L Healthcare Advisors
General Info
Organization DBA
United Way 211 of Manasota, Inc.
Suncoast 2-1-1
Former Names
First Call For Help
United Way 2-1-1 of Manasota, Inc.
Tax Exempt Status Public Supported Charity
Incorporation Year 2003
Awarded competitive grant from Community Foundation in the last 5 years? Yes
State Charitable Solicitations Permit Yes Mar 2017
State Registration Yes Dec 2017
Financial Summary
Projected Revenue $663,700.00
Projected Expenses $663,700.00
Impact Statement
1.  Implemented new computer reports and increased efficiency for capturing data for funders and community organizations related to community needs and met outcomes.   2-1-1 Suncoast completes the pre-screening applications to determine if the client (caller) meets the criteria for assistance and then electronically refers the client to other agencies. This eliminates duplication of services in the screening process, helps the caseworkers by doing the eligibility pre-screening for them, and streamlines the process so clients receive needed services in a timely manner. 
2.  Received over 82, 646 calls of which 50, 321 were information and referral.  Over 53,347 clients had their needs and problems addressed. 
3.  Worked with the Community Foundation of Sarasota County to enhance application form for Season of Sharing  (SOS) and to implement an electronic form for agencies to use for referring clients to Fiscal Agents for SOS financial assistance. Administered and disseminated over $1,000,000 as fiscal agent for Season of Sharing in last 2 years. 
4. Collaborated with other agencies and non-profits in order to solve homelessness concerns.
5. Implemented procedure for clients to receive a referral summary via e-mail. 
6. Restructured Business Structure, name change, located to Glasser Schoenbaum campus and became a contact center. 
Needs Statement
1. Operating support for 1 full time Resource Database Coordinator and Admin Assistant for E.D., 1 FT Technology Manager/Earned Income Coordinator, and 2 part-time Information & Referral specialists needed to help with the increasing demand for our agency's services. 
2. Technical support, assistance, funding to expand access to 2-1-1's resource database at central community centers in all 3 counties using a kiosk to research resources or Live Chat with our information and referral specialists for needs assessments and appropriate referrals.
3. Purchase of software enabling 2-1-1 to follow-up at 7, 14, 21 days to with clients with an automated system ensuring connected with referred to agencies.
4. Funding for Communications and Marketing Materials and software, such as Information and Referral Cards, pens, carbiners, and table skirt for our outreach programs, and Constant Contact.
5. Volunteers to assist us with pre/post disaster services dissemination of information via virtual and telephonic means, for annual fundraising event or smaller fundraising events, and for back up needs of call center. 
Background Statement

United Way 211 of Manasota was incorporated August 7, 2003. The agency, previously known as “First Call for Help” was a program of the United Ways of Sarasota and Manatee counties. Other initial founders of the new UW 211 were the Governments of Sarasota and Manatee counties,United Way of South Sarasota County, United Way Foundation, Community Foundation of Sarasota County, Department of Children and Families, and area churches. United Way 211 of Manasota provided Information and Referral Services to residents of Sarasota and Manatee counties. In August 2004, after Hurricane Charley, services were expanded to include DeSoto County residents. In 2017, the organization changed it's business model and changed it's name to 2-1-1 Suncoast, Inc.

Areas Served
Areas Served
FL- Sarasota
FL- DeSoto
FL- Manatee
Areas Served Comments
We serve residents and agencies in the three county areas of Sarasota, Manatee, and DeSoto.  We also receive and refer calls from outside this three-county area. 
Service Categories
Primary Org Type Human Services
Secondary Org Type Public & Societal Benefit
Tertiary Org Type Unknown
Statement from the Board Chair/Board President

 The greatest challenge as a Board member and then Chair was overcoming a financial crisis and a loss of credibility within the community. While funding remains a challenge we have overcome our crisis and regained our reputation with the granting and funding organizations. Our challenge will continue as all of our income is derived from donations and grants as we do not charge for services. Our services are vital to our community on a number of levels. The first is functioning as “first responder” for health and human service issues. From keeping the lights on, to food, to tax preparation, we are able to refer those in need to the agency or program most likely to render immediate assistance. By improving our IT capability we are able to monitor our calls and gauge community need by the nature of the calls. For example in the last three years the need for immediate financial assistance has grown significantly. 211 has developed a web based format that pre-screens applicants based agency criteria to ensure that referrals will be appropriate and capacity exists to actually provide assistance. 211 is an integral component of infrastructure for the Emergency Preparedness departments of three counties. From a long term point of view, 211 is beginning to use all of its data to help the community plan for services that are needed or enhanced as well as assisting in determining programs effectiveness.  211 is a special organization with a truly dedicated staff that goes above and beyond every day. It is an honor to be associated with them.



Statement from the CEO/Executive Director
Carmen Rojas-Rafter, Exec. Dir.- "2-1-1 Suncoast is unique in that we are a local and only call center operating 24/7 who serves residents of Sarasota, Manatee and DeSoto counties with Information & Referrals for Health and Human Service needs.  By contacting 2-1-1, clients can speak with a live person who will listen to their concerns and search for resources to meet their needs for health and human services.  Our services are free to callers.  2-1-1 Suncoast is a critical link between clients' needs and resources. We are very efficient in saving clients time from having to call or visit various agencies for assistance and assisting local agencies in pre-screening to alleviate agencies from turning away clients when their resources have been expended for the day and week. We have streamlined the process for callers to receive assistance more efficiently and expeditiously, and eliminated duplication of services since clients can be screened once and not have to be screened again at the resource agency, reducing their caseloads.   2-1-1 Suncoast has an updated, comprehensive and centralized resource database with health and human services agencies and is expanding access points in the community for self guided searches.  We collaborate 211 efforts in all 3 counties enabling the streamlining process of creating the pipeline of equal and efficient access to health and human services.  Our new phone system is portable so we can continue providing services in the event of a natural disaster.  We are blessed with a small, but terrific staff and dedicated volunteers. It is an honor to serve this agency."  

2-1-1 Suncoast, Inc. (2-1-1) is a staffed information and referral contact center. 211 is an easy 3 digit number to recall to provide quick and easy access to information about health and human services assigned by the FCC.  Trained Information and Referral Specialists work with clients to assess their needs, determine their options and provide appropriate programs/services, give support, intervene in crisis situations and advise regarding community needs. The service is provided at NO COST for 211 clients.  The ccontacts are private and confidential. Dial 211 for Essential Community Services. Information about and referrals to services include: crisis and emergency; disaster relief services-pre and post event;educational resources, food, health, housing and utilities, human trafficking, jobs and support, and veteran affairs. 211 Suncoast is here to help.

Budget $542,500
Category Human Services, General/Other Information & Referral
Program Linked to Organizational Strategy Yes
Population Served General/Unspecified Families At-Risk Populations
Short Term Success
100% of agencies who utilize 2-1-1 for pre-screening procedures will experience efficiencies with qualified client intake.Maintain comprehensive and up to date resource database for DeSoto, Manatee and Sarasota Counties related to health and human services. 211 provides a centralized and specialized intake system for community needs.
Long Term Success 80% of individuals who speak to a 2-1-1 Suncoast information and referral specialist, will have increased awareness of existing agencies and programs and better knowledge on the steps necessary to access these services. Clients will receive their individualized referral summary to incorporate into their plan for self sufficiency.
Program Success Monitoring
The success of the program is monitored by both random follow up calls (to clients who were given referrals from 2-1-1) and partnering agency feedback. The Salvation Army of Sarasota County, has reported an increase in qualified clients and a decrease in under qualified clients for the LIHEAP program, due to intake pre-screening procedures conducted by 2-1-1.
Program Success Examples
Through the Season of Sharing Campaign, 2-1-1 Suncoast efficiently and dependably refers clients needing the most basic of human services to the right agency. Our community depends on this.
 Link to Sarasota Herald Tribune article on Season of Sharing.
Program Comments by Organization
2-1-1 Suncoast, Inc. operates a 24/7 line to serve the community. Our local 2-1-1 has been nationally accredited by AIRS (Alliance of Information and Referral Systems) and is a member of FLAIRS and AHCA (Agency for Health Care Administration.)  We provide on-line translation services in over 50 languages for non-English speaking callers. 2,878 Service Providers are registered in our Community Point Resource data base.  In the last year, 2-1-1 Suncoast received over 50, 000 calls. We also addressed  53,347 problems/needs and transacted 50,321 I & R calls. 
We are the only agency in this 3 county area providing updated comprehensive information with referrals for health and human service needs. 2-1-1 suncoast's scope of service extends to our partner agencies in the Tri-County community.  
We offer client pre-screening services for a number of Agencies which contributes to an improved efficiency and effectiveness with our collaborative partners. Many of our families and individuals struggle in today's business climate to maintain financial stability.  2-1-1 offers information and referrals for employment opportunities, career development, and educational advancement in an effort to better ensure fiscal independence in their future. 
Since 2001, 2-1-1 Suncoast has been a fiscal agent for the Season of Sharing Fund (SOS). In the last 2 years our agency has dispensed over 1 million to the Sarasota Community. Through this one of a kind, highly successful campaign, 2-1-1 provides vital funds to needy families in Sarasota County, in partnership with case managers and resource agencies.  2-1-1 has been able to help hundreds of families to prevent homelessness, reconnect their utility services and provided daycare dollars so parents can maintain employment and assist families from homelessness.
2-1-1 is part of the Family Haven Alliance Partnership with other key agencies in the community offering homelessness diversion screening and referrals to emergency family shelter and master case management services for our families who are literally homeless or on the verge of imminent homelessness.  This screening process has rescued many families from sleeping in their cars in parking lots or from seeking shelter in places not fit for habitation. 
2-1-1 has a small and dedicated staff of Information and Referral Specialists and also partners with the AARP Foundation to train their volunteers to work in our call center. Staff has been increased only in a limited manner, and some traditional funding sources have declined  supporting administrative needs. Consequently, callers may need to wait longer in our queue to personally talk with an I & R specialist.  To met the increased need for our services, and reduce waiting time for callers, it would be a major benefit to those we serve if we could hire at least 1 AARP volunteer as well as a part-time staff members to dedicate at least 25 hours a week to families with disabilities and special needs, including children. Other needs include funding for computer software, maintenance contracts and outreach programs.
2-1-1 Suncoast is interested in expending its volunteer base for administrative supportive services; technical website assistance; social media tracking and input.  Please feel free to offer in kind hours of services with 2-1-1. We would be happy to consider matching your skill sets with our office needs.
We are most grateful for tax-deductible donations of any amount. To donate online, please go to our website: www.uw211manasota.net and click on DONATE to 2-1-1.  Donations by mail may be sent to 2-1-1 Suncoast, Inc., 1750 17th Street, Building F, Sarasota, Florida 34234.
CEO/Executive Director
CEO/Executive Director Ms. Carmen Rojas-Rafter
CEO Term Start Jan 2016
CEO/Executive Director Email crafter@uw211manasota.net
Attorney with over 19 years of experience with legal, semi-governmental and not-for-profits. Experienced Executive Director and Manager in not-for-profit settings.
Former CEOs/Executive Directors
Mr. Alberto Suarez Jan 2004 - Jan 2009
Jessica Ventimiglia Aug 2009 - Aug 2015
Senior Staff
Ms. Taylor Neighbors Homeless I & R and Case Worker
Ms. Christina Russi Associate Executive Director
Ms Kimberly Vorias Data Resource Manager
Staff & Volunteer Statistics
Full Time Staff 6
Part Time Staff 2
Staff Retention Rate % 88
Professional Development Yes
Contractors 1
Volunteers 0
Management Reports to Board Yes
CEO/Executive Director Formal Evaluation Yes
Senior Management Formal Evaluation Yes
Non-Management Formal Evaluation Yes
 211 Suncoast collaborates with over 800 agencies and 2,000 programs in the 3 County area of Sarasota, Manatee and DeSoto.  Major agency collaborations include: Salvation Army (SA) of Sarasota, SA of Venice; and SA of Manatee County; Jewish Family and Children's Services (JFCS); Catholic Charities; Lutheran Services; United Ways of Sarasota County, Manatee County, and South Sarasota County. All Faiths Food Bank; Church of the Palms; Beneva Christian; other Food Banks, other churches and church food pantries; Resurrection House; Senior Friendship Centers; Suncoast Workforce; AARP SEnior Employment Program; SPARCC; Hope Family Services; Sarasota County Health Department; Manatee Rural Health Services; Coastal Behavioral; Manatee Glens; Bayside and Sarasota Memorial; Community Coalition on the Homeless and One-Stop Center - Bradenton; Suncoast Partnership to End and Prevent Homelessness; Healthy Start; Meals on Wheels Plus and Food Bank (Manatee County);  MHCC; Englewood Helping Hands; Center for Hope; North Port Social Services; Manatee Community Services; and many other agencies. 
External Assessments and Accreditations
Agency for Health Care Administration2012
Alliance of Information and Referral Systems (AIRS) - Accreditation2011
Awards & Recognition
Community Partner of the YearHealthy Start Coalition of Sarasota County2010
Community Service Leadership - Certificate of AppreciationInternal Revenue Service2009
Community Service LeadershipUntied Way of Sarasota County2010
Appreciation for SupportDeSoto County High School2011
Appreciation for 2011 Hurricane SOUDERS ExerciseManatee County Emergency Management2011
Certificate of AppreciationCommunity Foundation of Sarasota County2012
Award of Excellence to 211 Lead Specialist, Christina RussiCommunity Foundation of Sarasota County & Wilson Wood Foundation2012
Appreciation for Continued SupportDeSoto County High School2012
Community Service Leadership-Certificate of AppreciationInternal Revenue Service2011
Risk Management Provisions
General Property Coverage and Professional Liability
Government Licenses
Organization Licensed by the Government No
Fundraising Plan No
Communication Plan Yes
Strategic Plan No
Strategic Plan Years 2
Strategic Plan Adopted Dec 2016
Management Succession Plan No
Continuity of Operations Plan Yes
Nondiscrimination Policy Yes
Whistle Blower Policy Yes
Document Destruction Policy No
Directors and Officers Insurance Policy No
Policies and Procedures Yes
Management Comments by Organization
Carmen Rojas Rafter, Esq.,  Exec. Dir.- 211 Suncoast is unique because we are hub or centralized and coordinated intake system in our tri-county area contact center operating 24/7 with updated and comprehensive Information & Referrals for Health and Human Services.  By calling 2-1-1, clients can speak with a live person who will listen to their concerns and search for resources to meet their health and human service needs.  Our main challenge is securing operating funds for the increased demand and need for our services. Services of 2-1-1 are provided to residents and agencies in the areas we serve at no charge, and is a critical link between callers' needs and resources to meet their needs.  We also offer pre-screening services for agencies creating an efficient and human approach for those in need. We are blessed with a small, but terrific staff and dedicated volunteers. It is an honor to serve 2-1-1 Suncoast.  
Planning & Policies Comments by Organization We handle pre and post disaster information and referral for Manatee, Sarasota, and DeSoto Counties.  We have a policy and plan in place for our services in case of a disaster.
Multi-Media Comments by Organization
2-1-1 Suncoast, Inc. has produced videos, including a You-tube videos about the services of 2-1-1. A link is listed in above space in the Giving Partner.  Another link is: http://www.youtube.com/watch?v=S99oCr4Pnpul.  211 has also produced training videos, PSA's and other media materials.   
Other Documents
Other Document 2
Document Destruction Policy
Board Chair
Board Chair Mr. Marc Lazarus
Company Affiliation R & L Healthcare Advisors
Board Term Mar 2016 to Feb 2019
Board Chair Email mlazarus@rlhealthcareadvisors.com
Board Members
Board Members
Ms. Katie Becker United Way of Manatee County
Mr. Ogden Clark IIIManatee County Government
Ms. Mireya Eavey United Way Suncoast Sarasota Office
Mr. Don Hermey Emergency Management of Manate County
Mr. Anthony Hueston IIIAnthony Hueston, III, CPA, LLC
Mr. Marc Lazarus R & L Healthcare Advisors
Mr. Edward Scott Venice Gondolier
Ms. Mary Ann Terry United Way South Sarasota County
Ms. Dan Vigne Northern Trust
Mr. Dan Wuethrich Sarasota County Government
Constituency Includes Client Representation No
Board Ethnicity
African American/Black 0
Asian American/Pacific Islander 0
Caucasian 9
Hispanic/Latino 1
Native American/American Indian 0
Other 0 0
Board Gender
Male 7
Female 3
Unspecified 0
Board Term Lengths 3
Board Term Limits 99
Board Orientation Yes
Number of Full Board Meetings Annually 4
Board Meeting Attendance % 88
Board Self-Evaluation Yes
Written Board Selection Criteria No
Board Conflict of Interest Policy Yes
% of Board Making Monetary Contributions 100
% of Board Making In-Kind Contributions 100
Standing Committees
Audit, Compliance and Controls
Board Governance
Development / Fund Development / Fund Raising / Grant Writing / Major Gifts
Governance Comments by Organization
Carmen Rojas-Rafter, Esq., Executive Director for 2-1-1 Suncoast states that in 2017 our organization is seeing tremendous growth and organizational changes from a name change, site location, business model for development and sustainability, working towards national re-accreditation, development of volunteer services, and changing our funder's Board to include members from the community interested in a holistic approach and a centralized coordinated intake system for health and human services in our geographic areas.  I'd like to incorporate diversity related  to organizational specialty needs, such as a background in IT, legal, accounting/finance/banking, call center operations,  real estate, health and education. I'd also like to add diversity of members to represent our community.  The challenge is to recruit Board members willing to become a working member and integral part of our team and donate their time and efforts to assist in alleviating administrative costs for the organization, which is hard to fund. 
Fiscal Year Projections
Fiscal Year Begins 2016
Fiscal Year Ends 2017
Projected Revenue $663,700.00
Projected Expenses $663,700.00
Total Projected Revenue includes "in-kind" contributions/ donations Yes
Organization has Endowment No
Endowment Spending Policy N/A
Capital Campaign
In a Capital Campaign No
Campaign Purpose
Campaign Goal
Campaign Dates 0 to 0
Amount Raised To Date 0 as of 0
Historical Financial Review
Revenue SourcesHelpThe financial analysis involves a comparison of the IRS Form 990 and the audit report (when available) and revenue sources may not sum to total based on reconciliation differences. Revenue from foundations and corporations may include individual contributions when not itemized separately.
Fiscal Year201520142013
Foundation and
Corporation Contributions
Government Contributions$130,725$135,872$135,760
Individual Contributions$55,132$213,969$215,469
Investment Income, Net of Losses$83$69$94
Membership Dues$0$0$0
Special Events$0$0$0
Revenue In-Kind$33,461$38,110$29,787
Expense Allocation
Fiscal Year201520142013
Program Expense$728,855$484,496$419,226
Administration Expense$64,576$44,525$44,145
Fundraising Expense$10,282$7,037$6,748
Payments to Affiliates$0$0$0
Total Revenue/Total Expenses1.100.901.02
Program Expense/Total Expenses91%90%89%
Fundraising Expense/Contributed Revenue1%1%1%
Assets and Liabilities
Fiscal Year201520142013
Total Assets$180,808$101,372$155,182
Current Assets$156,254$68,217$115,343
Long-Term Liabilities$0$0$0
Current Liabilities$3,659$5,171$6,234
Total Net Assets$177,149$96,201$148,948
Top Funding Sources
Fiscal Year201520142013
Top Funding Source & Dollar AmountFoundation & Corporate Support $535,000Contributions, gifts, grants $213,969Contributions, gifts, grants $215,469
Second Highest Funding Source & Dollar AmountGovertnment Grants - Unspecified $130,725Govertnment Grants - Unspecified $135,872Govertnment Grants - Unspecified $135,760
Third Highest Funding Source & Dollar AmountUnited Way $130,260Federated Campaigns $133,401Federated Campaigns $129,162
CEO/Executive Director Compensation $50,001 - $75,000
Tax Credits No
Short Term Solvency
Fiscal Year201520142013
Current Ratio: Current Assets/Current Liabilities42.7013.1918.50
Long Term Solvency
Fiscal Year201520142013
Long-Term Liabilities/Total Assets0%0%0%
Financials Comments
Financial Comments by Organization

United Way 2-1-1 provides nationally certified Information and Referral Services on a 24/7 basis for residents and organizations in Sarasota, Manatee and DeSoto counties.  We are the only agency in this three-county area providing this comprehensive information with referrals for health and human service needs.  By dialing an easy to remember, three-digit number, 2-1-1, callers can talk to a “real” person who has empathy for their needs and is trained to assist them with obtaining referrals to meet their needs.  

 In our fiscal year ended June 30, 2014, we received more than 82,646 calls. The total number of problems or needs addressed was over 53, 347 of the referral calls.  Many families were doing fine and contributing to their communities and, now, due to job loss, under-employment, illness, and other challenges, these families need our help to access resources for their needs. 

We serve resource agencies as well as residents.  We provide custom designed pre-screening digital forms for resource agencies and do pre-screening of their clients. The forms expedite service delivery to clients, reduce duplication by agencies serving clients, and reduce the workload of case managers.  Since 2009, United Way 2-1-1 has been a fiscal agent for the Season of Sharing Fund (SOS) of the Community Foundation of Sarasota County.  Through this wonderful program, our agency can provide vital funds for needy families in Sarasota County, in partnership with caseworkers and resource agencies.  Last year we disbursed over $400,000 for primary needs.

 While our referrals increased substantially, and we are doing more for the community and resource agencies, our staff has not increased, and some traditional funding sources have declined.  Consequently, callers may need to wait longer in queue to personally talk with an I & R specialist.  We are blessed with a wonderful, small dedicated staff and volunteers.  Some volunteers are part-time AARP trainees.

To meet the greatly increased need for our services, and reduce waiting time for callers, it would be a major benefit to whom we serve if we could hire three part-time trainees.  Other needs include funding for Information and Referral materials, and outreach programs.

 We are most grateful for tax-deductible donations of any amount.   To donate online, please go to our website:  www.uw211manasota.net  and click on Donate to 2-1-1.  Donations by mail may be sent to United Way 2-1-1 at 1750 17th Street, Building F, Sarasota, FL  34234.   

Financial Comments by Foundation Financial figures taken from IRS Form 990s. Audit not available for 2010. 990s and audits are reconciled for all other years. Individual contributions include foundation and corporate support, as reported on 990s.  Financial information for 2015 was taken solely from the audited financial statements as the Federal tax return was not available at time of review.  The valuation of donated services is included in revenue in the audited financial statements.
Nonprofit 2-1-1 Suncoast Inc
Address 1750 17th St Bldg F
Sarasota, FL 34230
Phone 941 308-4357

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