At a touch of a finger

Hello, 2-1-1, Pat speaking. How can I help you?” says a cheerful voice when someone calls 2-1-1 within Virginia.

Pat is a telephone operator for 2-1-1, which is a human resources and information referral service with six centers throughout the state. She and the other operators for 2-1-1 can answer almost any question or refer callers to an organization or person who can help them with whatever their question or dilemma is. Unfortunately, few people know about 2-1-1’s services.

“2-1-1 is the best kept secret in the state,” says Alan Fairfield, director of Staunton and Augusta’s 2-1-1 service office. “It’s very accessible and the number is easy to remember, but few people know about this resource.”

Those who do call 2-1-1 or access the organization’s online database have access to approximately 5,000-6,000 resources. 2-1-1 provides information relating to basic human needs such as food, clothing, and shelter, physical and mental resources, work initiatives, support for seniors and their caregivers, support for children, youth and families, and information for volunteering within the community.

“We try to help people with just about anything,” said Faith Mile in the Staunton office. “We direct people to the resources that they are eligible for and then follow up with them to make sure they received what they needed. A high percentage of those who have contacted us have been helped and were very satisfied.”
Clients do not need to search for information themselves. 2-1-1 operators look up information and convey it to clients. Thus, one simple phone call, as opposed to endless calls and Internet searches for information, could yield all the information a Virginian requires.

2-1-1’s usefulness is not limited to informational purposes. The service also provides advocacy phone calls for the deaf, blind and anyone else who is unable to operate a telephone.

“We are willing to make phone calls on behalf of the deaf and blind and then convey the information that we received to our clients,” said Mile.

2-1-1 also provides support to victims of disasters such as hurricanes, tornadoes, fires and floods.

“We currently are at work with state emergency councils to explore how 2-1-1 can be better utilized during times of disaster,” said Fairfield. “What some people may not realize is that during hurricane Katrina, 2-1-1 of Texas assisted those in that state affected by the disaster. Louisiana did not have a 2-1-1 system in place. Believe me, after that, they got one.”

Virginia 2-1-1 is seeking to increase its visibility so that people who need help will not go without it. Measures are being taken to help 2-1-1 go nationwide.
“The FCC just approved the system in 2001 and has a national Web site,” said Barb Putney, the 2-1-1 Virginia coordinator. “Eighty percent of the states now have 2-1-1. And legislators are working to make it a national system.” A national system could help people in one state find assistance in another, which could help in a tight economy.

“There has been a large increase in call this year due to the economy,” Putney said. “Currently there are more than 8,000 agencies with more than 21,000 listing in our database.”

“Many people have searched everywhere else for help before contacting us,” said Faith Mile. “We’re able to give them hope. We can help just about everyone.”
For more information, dial 2-1-1 or visit http://www.211.us.org.