2-1-1 Big Bend, Inc.
PO Box 10950
Tallahassee FL 32302-2950
Contact Information
Address PO Box 10950
Tallahassee, FL 32302
Telephone (850) 617-6301
Fax 850 561-3443
E-mail rsnicklaus@211bigbend.org
Web and Social Media
Donate Directly to this Organization http://www.211bigbend.net/donate.html
Donate to this Orgs Endowment Fund at Community Foundation http://www.cfnf.org/index.cfm?p=ways-to-give
2-1-1 Big Bend was selected as the 2013 Non-Profit Organization of the Year at the Chamber Awards
At A Glance
Organization DBA
211 Big Bend
Big Bend 211
Big Bend 2-1-1
Former Names
Telephone Counseling and Referral Service, Inc.
Telephone Counseling Service
Organization's type of tax exempt status Exempt-Other
EIN Number 51-0201771
Year of Incorporation 1976
Financial Summary
Projected Revenue $1,137,858.00
Projected Expenses $1,137,858.00
Mission Statement
Our vision is to be the preferred 24/7 gateway to community services and support with a commitment to excellence. The agency mission is to provide assessment, emotional support, crisis assistance, education, training, and referrals with accurate, up-to-date information.  We provide suicide prevention and intervention services as part of our crisis hotline program.  2-1-1 Big Bend is a private, nonprofit organization that has been serving Tallahassee and the Big Bend area in Florida since 1970. Originally established as a program at Florida State University, the agency was incorporated as an independent 501(c)3 agency in 1976. A volunteer Board of Directors provides leadership and accountability for the agency. Agency funding is provided by the United Way of the Big Bend, Leon County, the City of Tallahassee, and private contributions. Contracts with the State of Florida and other agencies provide funding to operate specialized services.
Needs Statement

Call Center software upgrade ($25,000).  Funding for an additional hotline counselor ($35,000). Back-up generator for entire building ($50,000), audio/visual equipment for training room ($7,500), marketing and promotions activities ($20,000), and program technology annual chat and text subscription expenses ($6,000).

Impact Statement
2-1-1 Big Bend was awarded a contract to become a Help Me Grow Florida Affiliate in November 2014.  It implemented services for developmental screening, referrals for interventions, follow-up and care coordination to help make successful connections to resources, education for child health care providers and pediatricians.  This contract was renewed for 2015-16.  
In 2014 the agency became a formal partner of the Renaissance Community Center (RCC) to serve the needs of the Big Bend's homeless population.  2-1-1 Big Bend coordinated weekly collaborative partner meetings of the Advisory Committee and developed policies and procedures for operations at the new Comprehensive Emergency Community Center (CESC) which opened in April 2015 as the new 24/7 homeless shelter and day services center. 2-1-1 Big Bend continues to lead a collaborative effort to develop a child development center that is affiliated with the CESC.
In 2014 the agency was reaccredited by the Alliance of Information and Referral Systems (AIRS).  In 2015 the agency was reaccredited by the American Association of Suicidology (AAS).
Goals for the current year are to have two staff trained and certified as ASIST (Applied Suicide Intervention Skills Training) trainers.  Two staff members completed this training in August 2015 and will implement three two-day workshops for agency staff and community professionals during the upcoming year.
The agency is developing texting and online chat applications for it's Help Me Grow and 2-1-1 program.  This will expand access to services and allow for new proactive messaging to community members who are seeing help from 2-1-1 Big Bend.
The agency website will be updated and become more mobile technology friendly in the coming year.
The call center software will be upgraded from IRis software to ServicePoint software by 2016.  ServicePoint is the software used by the Big Bend Continuum of Care for Homeless Services.  By upgrading the 2-1-1 Big Bend software to the same platform, our community resource data can be integrated into this system allowing other agencies to use this software for coordinated intake and case management.  It will be more robust than the current ServicePoint application and will become a more effective and efficient tool for the community.
Increased community awareness of 2-1-1 Big Bend services is a primary goal for 2015-16.  Collaborations with coalitions in the Big Bend region through Help Me Grow, partnerships with media and new social media strategies will help us achieve this goal. 
The agency continues to be a key participant in the Community Organizations Active in Disaster (COAD) and collaborates with the local Leon County Emergency Operations Centers (EOC) to prepare our community for future emergencies and disasters.  Helpline 2-1-1 serves as a support hotline and clearinghouse for requests to get assistance before, during and after a disaster event. 
Background Statement
2-1-1 Big Bend was created as a 24/7 crisis hotline program at Florida State University in 1970 and became an Florida nonprofit corporation in 1976.  At that time it was called Telephone Counseling and Referral Service.  Services expanded to include human service information and referral for the eight county Big Bend region.  After-hours services were offered for the domestic violence shelter and mental health center.  In 1985 the agency began serving the entire State of Florida with specialized hotlines. 
The first statewide hotline operated by the agency was the Florida HIV/AIDS Hotline.  This hotline was implemented in the early years of the HIV/AIDS crisis and it continues to this day.  Other specialized hotlines provided through the years included the Healthy Baby Hotline (now called the Family Health Line), an after school warmline for children who stayed home alone, a teen audio tape educational message program, the Parent Helpline, substance abuse hotline, military families hotline, oil spill Distress Helpline and various other programs.  Most of those programs were phased out over time or evolved into other similar services. 
In 1988 the agency began publishing a Homeless Services Directory for Leon County.  This product evolved into the Community Resource Directory for the Big Bend region.  It was printed biannually until 2010.  An electronic online searchable resource directory was created and now serves the same purpose more efficiently. 
The agency is a member of the Florida Alliance of Information and Referral Services (FLAIRS) and the Alliance of Information and Referral Systems (AIRS). During 1998-2000, 2-1-1 Big Bend and its staff were instrumental in advocating with FLAIRS, AIRS and others to have the Federal Communications Commission (FCC) designate the 2-1-1 three digit number for the purpose of providing community information and referral services.
In 2002, the agency changed its name to 2-1-1 Big Bend and launched the 2-1-1 number as and easy access to its 24/7 hotline services.  It became accredited by the American Association of Suicidology in 2002 and by the Alliance of Information and Referral Systems in 2003.  It became certified by the Florida Agency for Health Care Administration in 2004 as a Florida 211 Network Provider. 
Currently, the agency operates Helpline 2-1-1, the Florida HIV/AIDS Hotline, the Family Health Line, and serves a crisis center in the National Suicide Prevention Lifeline Network.  It became a Help Me Grow Florida affiliate in 2014 and is an active collaborator with several local networks and coalitions.
Service Categories
Human Services
Hot Lines & Crisis Intervention
Areas of Service
Areas Served
In a specific U.S. city, cities, state(s) and/or region.
In a specific U.S. city, cities, state(s) and/or region.
State of Florida
Tallahassee, Leon County, Florida.  2-1-1 and Help Me Grow service area includes the following counties: Franklin, Gadsden, Jefferson, Leon, Liberty, Madison, Taylor & Wakulla.  Statewide hotlines (Family Health Line and Florida HIV/AIDS Hotline) serve the State of Florida.  National Suicide Prevention Lifeline serving callers from North Florida. 
CEO Statement/Executive Director Statement
2-1-1 Big Bend is well-respected in the local Florida Big Bend community and throughout Florida.  Our staff serve in leadership positions on local and state boards and advisory committees. The 24/7 Helpline 2-1-1 program is well known by other human service organizations, who use it to refer their clients to when they don't provide a needed service, or it is after their regular business hours.  They consider Helpline 2-1-1 a critical part of the community "safety net."
Counselors who answer our Helpline 2-1-1 and other hotlines have extensive training and experience.  The 75-hour training program is one of the best hotline counselor training programs in the nation.  It is hands-on and helps counselors develop critical skills used for interpersonal communication as well as crisis intevention.  Many university faculty refer their social work, psychology and other students to our volunteer training program because it offers excellent skills training and experience for their fields.  During the agency's history, more than 3,000 counselors have been trained and many continue to work in our community.
Agency staff are trained in an international program called ASIST (Applied Suicide Intervention Skills Training).  ASIST training is provided to community members as well as 2-1-1 Big Bend hotline staff.  Other specialized training, such as active listening and crisis intervention skills, is provided to community organizations each year.
Our information management services are also well known and respected.  2-1-1 Big Bend staff maintain an information database for all of the human service programs and services in the eight county Florida Big Bend region plus several specialized programs throughout Florida.  This information is updated annually and provided to callers as well as other nonprofit organizations through our online directory. 
Our involvement in community collaborations and networks is also very extensive.  We work closely with the Leon County Emergency Management - Emergency Operations Center and our COAD (Community Organizations Active in Disaster).  Our 2-1-1 number is advertised during disaster events as a resource to call for shelters, sand bags, evacuation routes or when people need help to remove trees from their roofs or get assistance to clean up after a flood.
Some collaborative effort is year-round, such as our work with Leon County Emergency Medical Services, while other services are seasonal, such as the work with the United Way of the Big Bend to help people find free income tax preparation assistance.
Description 24/7 hotline offering crisis intervention, suicide prevention, information and referrals for human services.  Callers can dial the 2-1-1 three digit number in Franklin, Gadsden, Jefferson, Leon, Liberty, Madison, Taylor and Wakulla counties.
Budget $493,000.00
Category Human Services, General/Other Information & Referral
Population Served Adults, Adolescents Only (13-19 years), Families
Short Term Success
Immediate assessment, supportive counseling, crisis intervention and appropriate referrals will be provided.  Deescalation of crisis or referrals that will help prevent the situation from becoming a crisis.  Specific measures are the same for long and short term achievements due to nature of a confidential and anonymous hotline service.  Follow up calls are offered for a sample of calls to assess outcomes.
Long term Success
For high risk suicide callers, 80% will be de-escalated or have a face-to-face intervention.
Callers assessed for human service needs will be referred to local community resources and will get their needs met 80% of the time.
Other people in crisis who call will be deescalated or receive a positive intervention 80% of the time.
Program Success Monitored By
Hotline counselors use a lethality risk assessment tool to guage whether a caller is high, low or moderate risk for suicide.  Calls are logged and supervisors are consulted on high risk calls of any kind as well as other situations needing intervention or advocacy.  Referrals are tracked in call log along with caller demographics, needs, unmet needs, etc. 
Examples of Program Success
In 2012, 76% of high risk suicide callers were either deescalated or provided an intervention; 24% hung up or were disconnected prior to one of those successful outcomes.  Based on a 3% sample of callers that received a follow up call, 72% of their identified needs were met by a referral or other service.
Description Provides HIV/AIDS information, referrals, counseling and support for anyone in the State of Florida
Budget $265,000.00
Category Human Services, General/Other Information & Referral
Population Served People/Families of People with HIV/AIDS, Adults, Adolescents Only (13-19 years)
Short Term Success
By the end of each call, caller will be more informed about HIV, symptoms, testing options, transmission causes and community services that can meet their needs.
Long term Success
People who experienced risky behavior will be tested for HIV.  People with HIV will receive supportive counseling and referrals to local community services.  Incidence of HIV/AIDS will be reduced by hotline education and referrals.
Program Success Monitored By
From beginning of call to end of call the caller will demonstrate an increased knowledge of HIV and have accepted referrals for the needs that were presented.  People in crisis will be descalated.
Examples of Program Success
Callers will be tested, avoid future risky behavior, get local community services related to their stated problems.
Description Prenatal, infant and parenting information, referrals and counseling support for anyone in the State of Florida
Budget $270,000.00
Category Human Services, General/Other Information & Referral
Population Served Females, Families, Children and Youth (0 - 19 years)
Short Term Success
Callers will become better informed about childbirth during hotline call.  Callers will learn about prenatal and early childhood health services and agree to access them.  Women will access health care and family planning services.
Long term Success
Pregnant women will access early prenatal care to prevent low birthweight and acheive healthy births.  Pregnant women will stop smoking or using substances that will negatively impact childbirth and the baby.  Women will learn about programs they can access to receive health care and family planning services.
Program Success Monitored By
Hotline counselors provide follow up calls to women who are pregnant who do not yet have prenatal care to see if care was received or help overcome barriers to receiving caer.
Examples of Program Success
In 2012, 419 out of 19,817 incoming calls were reached with a follow up call.  Of the 419 callers reached, 374 were pregnant but had not been receiving prenatal care when they originally called.  During the follow up, counselors confirmed the pregnant caller had accessed prenatal care or provided further assistance (offer encouragement, offer additional referrals, advocate if there were barriers to receiving care) to help them access care.
Description Help Me Grow Florida - providing developmental screening for families with children 0-8, referrals for interventions, follow-up and care coordination, community outreach and education to child health care providers.
Budget $150,000.00
Category Human Services, General/Other Children & Youth Services
Population Served Infants to Preschool (under age 5), Other Health/Disability,
Short Term Success Pediatricians and health care providers will learn about the benefits of early identification of developmental problems and make more referrals to Help Me Grow and other related screening programs.
Long term Success Children with developmental delays will be identified, screened, and provided earlier interventions that will help prepare them more effectively for school and life in general.
Program Success Monitored By Numbers of calls to Helpline 2-1-1 for Help Me Grow services. Number of Ages and Stages Questionnaires (ASQ) completed. Number of family practice physicians and pediatricians that agree to refer patient to Help Me Grow.  Number of referral connections that were successful.
Examples of Program Success This program was implemented in Spring 2015 so outcome data is continuing to be recorded.
Program Comments
CEO Statement/Executive Director/Board Comments
We are continuing to address ways to increase avenues for people to access our services.  As mobile communication technology increases, so do the demands for using this technology in our agency.  In 2012 we added the online chat feature to our Florida HIV/AIDS Hotline program.  We would like to add online chat to our Helpline 2-1-1 program during 2013.  Texting services will be the next addition after online chat.  These services will help improve access for people who have hearing impairments and for those who prefer to chat or text instead of calling.  We are seeking grants and funding to support the costs of this technology and the additional staffing that it will require. 
Board Chair
Board Chair Ms. Polly White
Company Affiliation Capital Health Plan
Term July 2014 to June 2016
Email pawhite@chp.org
Board Members
Mr. Charles Belvin Impact Visual Media
Katrina Boone Florida State University College of Social Work
Kim Boyer Tallahassee Memorial Hospital
Dana Brooks Barrett Fasig & Brooks
Sean Cooley Florida Department of Economic Opportunity
Lucia Esquivel Washington County School Board
Jason Fuqua Inspired Technologies
Ms. Carol Gagliano Florida Migrant Education Program
Harbria Gardner High School Student - Richards H. S.
Ms. Becca Gilbert Thomas Howell Ferguson, CPAs
Ms. Quincee Messersmith FSM Associates
Mr. Albert Pasini LeadingAge Florida
Wilnick SaintCharles Citizens Property Insurance Corp.
Chirag Shah CPS23 Marketing LLC
Ms. Casey Smith Krispy Kreme
Jodi Sperry Ashley Furniture HomeStore
Ms. Polly White Capital Health Plan
Board Demographics - Ethnicity
African American/Black 2
Asian American/Pacific Islander 0
Caucasian 10
Hispanic/Latino 2
Native American/American Indian 0
Other 0 3 (Indian, Haitian, Bi-racial)
Board Demographics - Gender
Male 6
Female 11
Board Term Lengths 2
Board Term Limits 4
Board Meeting Attendance % 62%
Written Board Selection Criteria? Yes
Written Conflict of Interest Policy? Yes
Percentage Making Monetary Contributions 61%
Percentage Making In-Kind Contributions 56%
Constituency Includes Client Representation No
Number of Full Board Meetings Annually 7
Standing Committees
Strategic Planning / Strategic Direction
Human Resources / Personnel
Development / Fund Development / Fund Raising / Grant Writing / Major Gifts
CEO Comments
2-1-1 Big Bend is an active member of the Florida Alliance of Information and Referral Services (FLAIRS).  FLAIRS is working with State and Private organizations to develop statewide strategies and programs that utilize the 2-1-1 providers in Florida to create easy access to community information and more efficient use of resources.  Successful examples of these efforts have been agreements with the Florida Department of Agriculture & Consumer Services to advertise the 2-1-1 number for access to seasonal and year-round Nutrition Programs; and agreements with the Florida Department of Health to promote the availability of Diabetes Self-Managed Care programs throughout Florida; and Help Me Grow Florida.  Additional efforts are underway to provide a statewide database web portal that connects to all 2-1-1 cataloged community resources, and a Veterans Support Helpline.  It is believed that several more opportunities will develop in 2015 and beyond.
The biggest challenge for our agency is to provide existing program services and explore service expansion with a staff that is already working to its limit.  Therefore, new financial resources are being sought to provide additional hotline counselors, enhance and update the agency technology including call center software, increase administrative infrastructure and add an emergency back-up power generator.  We have expanded our fund development plan for FY 2015-16 and continue to seek new service contracts to allow us to maintain and grow our programs.
Executive Director/CEO
Executive Director Mr. Randall S. Nicklaus
Term Start Oct 1985
Email rsnicklaus@211bigbend.org
Randall S. Nicklaus has led 2-1-1 Big Bend, Inc. as its Executive Director/President since 1985. He served as the national board president (2001-03) of the Alliance of Information and Referral Systems (AIRS), an organization leading the effort to add professionalism to the information and referral field and to make the 2-1-1 three-digit dialing code a common access number for human service information and referrals throughout the United States. Mr. Nicklaus also serves as the board secretary for the Florida Alliance of Information & Referral Services (FLAIRS) and is a founding board member of the Institute of Nonprofit Innovation and Excellence (INIE). He is a graduate of Florida State University, holding masters degrees in Counseling and Human Systems, and Higher Education.
He previously served on three local boards - the United Way of the Big Bend, the United Partners for Human Services and the Association of Fundraising Professionals. He is the current president of Tallahassee Sunrise Rotary Club and a member of Leadership Tallahassee (Class 9).
Senior Staff
Title Director of Management and Information Programs
Title Information & Referral Coordinator
Title Development Director
Full Time Staff 14
Part Time Staff 15
Volunteers 100
Contractors 1
Retention Rate 67%
Formal Evaluations
CEO Formal Evaluation Yes
CEO/Executive Formal Evaluation Frequency Annually
Senior Management Formal Evaluation Yes
Senior Management Formal Evaluation Frequency Annually
NonManagement Formal Evaluation Yes
Non Management Formal Evaluation Frequency Annually
Plans & Policies
Organization has a Fundraising Plan? Yes
Organization has a Strategic Plan? No
Management Succession Plan? Under Development
Organization Policy and Procedures Yes
Nondiscrimination Policy Yes
Whistleblower Policy Yes
Document Destruction Policy Yes
Directors and Officers Insurance Policy Yes
The Agency participates in several coalitions, associations and community work groups. These provide frequent opportunities to share information about 2-1-1 Big Bend services as well as to help identify new programs and services in the community that could be added to thedatabase. System advocacy is provided to meet the unmet needs of the community through leadership and innovative approaches. The emphasis of many of these groups involves strengthening the family and finding healthy solutions to address problems such as chronic homelessness, prison recidivism and self sufficiency.

Local Coalitions, Associations and Networks Involvement by 2-1-1 Big Bend Staff:

  • Association of Fundraising Professionals (AFP)
  • Beatitude Partners Central Services at Kearney Center
  • Big Bend AFTER Reentry Coalition
  • Big Bend Community Organizations Active in Disaster (BBCOAD)
  • Big Bend Continuum of Care (CoC) for Homeless Services
  • Big Bend Homeless Coalition
  • Cold Nights Shelter Coordinating Conference Call
  • Gadsden/Leon PACT (Parents, Providers, and Community Advocating for Children Together) 
  • Institute for Nonprofit Innovation and Excellence (INIE)
  • Red Ribbon Alliance (HIV/AIDS)
  • United Partners for Human Services (UPHS)
  • Westgate Community Organizing Committee
  • Whole Child Leon
Alliance for Information and Referral Systems1980
External Assessment and Accreditations
Alliance of Information and Referral Systems (AIRS) - Accreditation2003
American Association of Suicidology (AAS) - Certification2002
Finalist in the Nonprofit/Association of the Year CategoryThe Greater Tallahassee Chamber of Commerce2012
Non-Profit Organization of the YearThe Greater Tallahassee Chamber of Commerce2013
Fiscal Year
Fiscal Year Start July 01 2015
Fiscal Year End June 30 2016
Projected Revenue $1,137,858.00
Projected Expenses $1,137,858.00
Endowment Value $23,118.00
Spending Policy Percentage
Percentage (if selected) 4%
Form 990s
Form 9902014
pt 2 9902012
Form 9902010
Form 9902009
Form 9902008
IRS Letter of Dtermination
Detailed Financials
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 Year201320122011
Foundation and
Corporation Contributions
Government Contributions$706,050$867,586$918,681
Individual Contributions$56,264$40,137$32,372
Investment Income, Net of Losses$3,540$4,331$5,692
Membership Dues------
Special Events------
Revenue In-Kind$410,308$389,407$291,266
Expense Allocation
Fiscal Year201320122011
Program Expense$1,165,031$1,332,416$1,267,061
Administration Expense$121,210$111,342$241,051
Fundraising Expense$63,177$41,468$32,079
Payments to Affiliates------
Total Revenue/Total Expenses0.961.011.00
Program Expense/Total Expenses86%90%82%
Fundraising Expense/Contributed Revenue8%4%3%
Assets and Liabilities
Fiscal Year201320122011
Total Assets$1,109,125$1,208,082$1,218,321
Current Assets$356,956$405,956$469,345
Long-Term Liabilities$407,382$427,202$446,756
Current Liabilities$74,262$91,995$103,734
Total Net Assets$627,481$688,885$667,831
Short Term Solvency
Fiscal Year201320122011
Current Ratio: Current Assets/Current Liabilities4.814.414.52
Long Term Solvency
Fiscal Year201320122011
Long-Term Liabilities/Total Assets37%35%37%
Capital Campaign
Currently in a Capital Campaign? No
Capital Campaign Anticipated in Next 5 Years? Yes
Organization Comments
2-1-1 Big Bend has stable contracts and funding sources in place, but they are at lower levels than three years ago.  The new Help Me Grow Florida program was added during fiscal year 2014-15.  However, agency staffing levels are lower than needed.    
The agency has been implementing new fund-raising strategies to increase donation revenues.  Our Development Director along with several board members are spearheading these initiatives.  
While the agency mission remains the same as in past years, the strategies to provide our services are being expanded to include online chat, texting and more caller follow-up and care coordination.  This strategy will provide additional services for our community and it will provide better outcome data which will give us a better opportunity to acquire funding for these services.
Foundation Comments
  • Financial figures were taken from the audits.
  • Contributions from foundations and corporations are included with total for individuals, as they were not separated in the audit or 990.
  • Top 3 funding sources are not reflected above as they are not indicated in the audit or 990.
  • Has an Endowment at the Community Foundation.
Additional Documents
State Charitable Solicitations Permit
Nonprofit 2-1-1 Big Bend, Inc.
Address PO Box 10950
Tallahassee, FL 323022950
Primary Phone 850 617-6301
Donate with a credit card http://www.211bigbend.net/donate.html
Donate to Endowment Fund at Community Foundation http://www.cfnf.org/index.cfm?p=ways-to-give
CEO/Executive Director Mr. Randall S. Nicklaus
Board Chair Ms. Polly White
Board Chair Company Affiliation Capital Health Plan
Year of Incorporation 1976
Former Names
Telephone Counseling and Referral Service, Inc.
Telephone Counseling Service