The 411 on 211

The 211 call center might look like your basic call center, but for those that use its services- it is a life saver. When I walked in the door I was actually surprised at what I saw. For some reason, I always had an idea that a call center was set up like a telethon- just lots of people and phones ringing off the hook. I almost reminded me of when I worked in the Admissions office in college. There were about 6 operators working and they were all dealing with different issues.

211 receives about 300,000 calls a year dealing with a variety of topics ranging from basic needs about food, clothing, shelter, and baby needs to crisis calls about domestic violence and suicide. The agency coordinating 2-1-1 here in our area, ABVI-Goodwill, also has a separate call center that has contracts with federal and state government agencies and deals with even more diverse and complex issues. And many of those call center specialists are blind or visually impaired employees of ABVI-Goodwill - what a great way for them to have a job and also give back to the community!

The trained counselors are certified by the state and are continuously developing their skills. I was able to witness several calls while I was there. It is very interesting to observe what happens in this kind of call center. The counselor took a call on a food pantry, and then on gambling addiction. Personally I don’t know how they can switch gears so well every time they pick up the phone- guess that’s why I’m just blogging about it… They are incredibly talented people.

If there ever is a time that you need non-emergency help, there will always be someone on the other end of the phone.

Working at the United Way, I personally have directed people to 211 for assistance. Every once in a while you get a call from someone who found your number on the website, who really has no idea where to turn - and I transfer them over to 211.

I know that once I hang up the phone, they are in good hands with a trained professional.