National 211 Day – United Way 211 in Rhode Island

United Way 211 in Rhode Island took a record number of calls – 263,347 – in 2021.

Requests for help with housing, food, and health information top needs among Rhode Islanders

In 2021, United Way of Rhode Island’s 211 center handled 263,347 calls for help and information, making it the highest total in the program’s 15 year history. Among those calls from Rhode Islanders, the most requested needs related to health information (127,509), food (114,168), and housing (109,393). As trained specialists speak with callers and learn their circumstance, it is common that needs in addition to the reason for their call are identified.

United Way is using the week to elevate visibility for 211 in the state as this Friday, February 11, is recognized across the country as National 211 Day. The organization has led 211 in Rhode Island since 2007.

“Over its 15 years serving our state, 211 has become an essential resource for our neighbors and our communities, with Rhode Islanders knowing we are there for them at any given moment,” said Cortney Nicolato, United Way of RI’s president and CEO. “It is clear that the need is as significant as it has ever been. And while the pandemic has exacerbated our challenges, the fact is these issues of basic needs were reaching crisis levels well before COVID-19. It’s time to address them at their root cause.”

With 211 accessible to Rhode Islanders 24/7, 365 days a year, its 2021 volume equates to an average of 721 calls handled daily by specialists as a real human connection. During calls, specialists rely on their training to learn about each caller’s situation and needs, and then offer help via referrals to community programs and services, direct assistance where possible, and by providing information. Locally, 211 is available in more than 100 languages.

Effectively changing the way Rhode Islanders seek help and information, dialing three simple digits provides access to assistance with everything from elder care, prescriptions, education and food, to shelter, utilities, childcare, gambling prevention, and more. Additionally, 211 plays a vital, statewide role during storms and times of emergency thanks to a partnership with RI Emergency Management Agency. 

Throughout the pandemic, 211 has filled important functions for both Rhode Islanders and the state as a whole. The program has scheduled tens of thousands of COVID-19 tests and vaccinations; assisted RI DHS with the Pandemic EBT program; served as the Quarantine and Isolation Resource Center (QIRC); partnered with the Safe Harbor Housing Program for eviction diversion; and supported food and supplies deliveries. 

On Friday – National 211 Day – United Way of Rhode Island everyone to join a virtual celebration recognizing the local 211 team and the partners who help make it possible for them to answer each call that comes in. The celebration will be held on Zoom from 9:30 a.m. to 10:30 a.m. Attendees are asked to sign-up in advance at uwriweb.org/211day. 

Since its inception in the Ocean State, 211 has taken nearly 2.5 million calls and become a model program nationally. Over the years, it has expanded its capabilities to include ‘text to help,’ a real-time online chat function, and in 2013 became the first 211 program in the country to bring mobile, on-location services directly into communities through its outreach RV.

211 is fully anonymous; people do not have to identify themselves or provide contact information in order to receive help, information, or referrals. As is a best practice of the Alliance of Information and Referral Systems, a national body that oversees elements of 211 programs across the country, United Way’s 211 follows up with approximately 15% of the calls they receive following their initial contact with staff. This follow-up covers how that caller made out with services and any additional (or remaining) needs they may have. 211 found that approximately half will have connected with at least one program or service. The most challenging need tends to be housing, and it is also the most time-consuming to address and accomplish. There are also instances where the need overreaches the services available or program capacities, and other resources have to be accessed. Callers who were unable to be helped for specific programs where they did not meet eligibility guidelines still call out the unmet need in Rhode Island, and staff will work with them to provide other resource information.

###

United Way of Rhode Island is uniting our community and resources to build racial equity and opportunities for all Rhode Islanders. A member of the world’s largest nonprofit network, we bring together individuals, business, nonprofit, community leaders and government to tackle the root causes of inequity and achieve specific, measurable goals. Our programs include 211, the statewide front door connecting Rhode Islanders with social services, resources, and vital programs. Both directly and through grants to nonprofits, we are investing to build economic opportunity, advance childhood learning, expand philanthropy, and to drive policy and participation. To learn more, visit unitedwayri.org, or follow us on Facebook, LinkedIn or Twitter.