2-1-1 is celebrating ten years of service to people in need in Indiana.
Feb. 11 is 2-1-1 Day, in recognition of the free, user-friendly phone number that serves 90 percent of America’s population, and connects some 16 million people a year to critical resources, information and services.
In Indiana, over 400,000 people turned to 2-1-1 for help last year, said Lynn Engel, President and CEO of Connect2Help 211, the largest 211 Center in the state. People called to find for meeting basic needs, like heating or utility assistance, emergency help, or to find the closest food bank. But they also called for everyday information, to find out where to take their child for developmental screening, or how to locate job training or to find free tax filing support.
“Without 2-1-1, callers can make an average of eight phone calls to different numbers before finding the services they need,” Engel said. “2-1-1 cuts through the red tape to save providers time and money, while helping Indiana residents connect with the resources they’re looking for.”
2-1-1 was launched by United Way almost 20 years ago as a free way to connect people to essential resources. Today, 2-1-1 serves more than 283 million Americans– more than 90 percent of the population – in all 50 states, plus Washington D.C. and Puerto Rico. In 2012 (the most recent data available), almost 16 million people called 2-1-1 in the U.S. about job training, employment, food pantries, help for an aging parent, addiction prevention programs, affordable housing options, support groups and volunteer opportunities. After a disaster, when many land lines aren’t working, people call 2-1-1 to search out water, food, shelter and disaster aid.
But 2-1-1 does more than connect people with help. It also takes the “pulse” of American communities. Calls to 2-1-1 Centers in many communities spiked before the recession was declared in 2009, for example. And in 2010 a national survey found 90 percent of 2-1-1 Centers were getting pleas for help from people who’d never sought any help from food pantries, public assistance or rent and utility help before. Many communities analyze 2-1-1 data as one social indicator of local needs and economic stability.
So what happens with a 2-1-1 call? When you dial 2-1-1 (for free), the call is routed to the local 2-1-1 Center. It’s answered by a trained information and referral specialist, who discerns your need, then searches a comprehensive database of relevant human service referrals. The 2-1-1specialist explains how to access those services. In the case of a worker who has recently been laid off or whose hours have been reduced, the 2-1-1 specialist may share information about unemployment benefits, job search options, food stamps, food pantries, mortgage or rent help, utility assistance, counseling and other available resources.
Here’s just one example of how 2-1-1 is helping millions of Americans. With the start of a new school year, a mom found 2-1-1 as she searched for affordable uniforms for her kids. 2-1-1 referred her to several community agencies, where she got help fitting out her children. When the 2-1-1 Specialist checked back in with the mom to make sure her needs had been met, the mom told her she was “thankful for the caring help” she had received.
