211 Helpline Sees Another Increase in Call Volume

Elizabeth of New Rochelle is a single mother. She called 211 because she had lost her job and was having trouble keeping up with her bills, including her rent, which had fallen into arrears. The 211 staff connected Elizabeth to resources that could help. They included information to assist with issues that she did not even mention, such as childcare assistance programs to ensure that she could have appropriate support to aid with life’s challenges.

Elizabeth is one of thousands of individuals who have called United Way’s 211 Helpline in 2024. The White Plains community resource center for the 211 Helpline, which serves the Hudson Valley, Long Island, and Adirondack regions, has reported a remarkable 10% surge in call volume from January to September 2024 compared to the same period in 2023. This upswing in calls underscores the critical role that 211 plays as a lifeline for community members seeking essential support and resources.

The 211 Helpline is a crucial hub for connecting individuals and families in need with vital social services and resources, serving as a one-stop destination for information on housing, healthcare, food assistance, employment opportunities, and more. The notable increase in call volume reflects the evolving and pressing needs of communities across the region, especially amid ongoing challenges.

For instance, Mary from Brewster called 211 through the Putnam County Crisis Hotline. She called because she needed to get out of a domestic violence situation but could not find a local shelter placement. By asking probing questions to get more information on the situation, including performing a risk assessment, our 211 staff were able to find resources in the area that the caller had not yet tried. By using a slow and patient tone with Mary, the community resource specialist was able to assist her and keep her calm in a difficult situation. “Having someone help me through what felt like one of my darkest times means the world to me. Thank you,” said Mary.

Of the call increase, there is a rise in calls related to income support (up 16%), clothing and household needs (up 55%), utilities (up 33%), and employment (up 95%). These increases continue the unprecedented rise in call volume, which began during the pandemic and continued. As the economic landscape shifts, more individuals and families are contacting 211 to access information and assistance in these critical areas. The dedicated team of community resource specialists at the White Plains community resource center has worked tirelessly to address each caller’s needs with empathy, professionalism, and a commitment to finding the best possible solutions.

“We are seeing a clear reflection of the dynamic nature of community needs through the rise in calls to our White Plains 211 Helpline community resource center,” said Lini Jacob, United Way’s Chief Information and Referral Officer who manages the White Plains 211 Helpline community resource center. “This increase is a testament to the essential role that 211 plays in connecting individuals with the resources they require to overcome challenges and improve their quality of life.”

The White Plains community resource center’s ability to efficiently handle the increased call volume can be attributed to its dedicated staff, robust technology infrastructure, and strong partnerships with local organizations, government agencies, and service providers. Together, they form a united front in the fight against food insecurity, financial instability, and other pressing issues facing our communities.

The 211 Helpline in New York State is a public-private partnership. It is funded by New York State, local municipalities, and one-third by local United Ways. This year, the NYS Legislature awarded $2.4 million to the state’s 211 Helpline network to ensure that these community resource centers continue to connect individuals with health and human service needs to the right resources. Senator Peter Harckham (District 40), representing communities in Westchester, Putnam, and Dutchess counties, sponsored the bill into the budget.

“211 is the ultimate example of shared services and public-private partnerships,” said Sen. Harckham. “It is a good investment of public dollars to make sure that someone is there to assist those in need to find the government services and nonprofit assistance available. COVID and other recent natural disasters, such as the flooding caused by Hurricane Ida, also showed how important 211 is to local and state governments for responding to disasters and emergencies.”

As the 211 Helpline continues to be a beacon of hope for those seeking assistance, it stands as a reminder that we are stronger when we come together to support one another. The White Plains community resource center remains committed to serving as a dependable resource, guiding callers toward the help they need during times of uncertainty.

The 211 Helpline is available 24/7 by dialing 211, or visiting 211hudsonvalley.org. You can also text your zip code to 898211 to text with a community specialist between 9 a.m. and 5 p.m., Monday through Friday.