2-1-1 is
an easy-to-remember three-digit phone number that can connect people with
needed human services, as well as connecting people who want to help with ways
to do so. When someone calls 2-1-1, specially-trained staff
and volunteers can analyze what services are needed from nonprofits, government
agencies and the like, and connect them with those services right away.
Currently, 46% of the U.S. population has access to 2-1-1, with more centers coming
on-line every month.
With its access to
community services and professional, helpful staff, 2-1-1 is a community asset on
any given day, but it is especially proving its value as a resource for the Gulf Coast families hit by the
devastation of Hurricanes Katrina and Rita. People affected have called 2-1-1 to find out about loved
ones and get connected with shelter and services, as well as inquire about how
they can find new jobs. As the Gulf Coast rebuilds, 2-1-1 will continue to be there
during the long-term, as those affected seek to rebuild their lives and
communities.
In addition, 2-1-1 allows communities to
coordinate responses in times of crisis like this and ensure that resources are
applied where they can meet the most urgent needs.
2-1-1
in Louisiana
2-1-1 is statewide in Louisiana, and Governor Kathleen
Blanco has promoted 2-1-1 as the number for citizens
to call to get help, give help, or ask questions about the hurricane. Although
the state has six 2-1-1 call centers, because of
evacuations, most of the calls were forwarded to Monroe, Louisiana. Almost overnight, thanks to the generosity of
CenturyTel, a local telecommunications company, the United Way of Northeast Louisiana in Monroe expanded its call center
from six lines to 66, and the center has answered as many as 8,000 calls a day.
2-1-1 Works—tales from the call
centers
“I received a call from a West
Monroe lady regarding her brother and his family
(15 people) who had evacuated from New
Orleans and were staying with her. There were not
enough beds or clothing for everyone, so I found them some…she started crying
because she was so happy and thanked us for helping her…”
—2-1-1 call specialist
“A caller needed medication,
didn’t have prescriptions, but did have empty medicine bottles. I called the
local Wal-Mart pharmacy and verified they would supply meds for evacuees in
this situation. I got the locations and hours and was able to get back to the
caller, who was very grateful.”
—2-1-1 call specialist
“I’ve been calling for help
for three days and you’re the first live person I’ve spoken with. Thank you so
much for your help”
—2-1-1 caller
2-1-1
in Texas
Texas also boasts a statewide 2-1-1 system, which was heavily
utilized during as Katrina evacuees have moved into communities like Houston, Dallas and San Antonio, and then to handle the
preparation and response to Hurricane Rita. The Texas government promoted 2-1-1 as the “go to” number for
evacuee needs and volunteerism. The state of Texas 2-1-1 system received more than 267,000 calls during and in the immediate
aftermath of the hurricanes. 2-1-1 has been an invaluable
tool to assist evacuees displaced by Katrina and Rita, determining what
services are most needed and how best to administer
them. Because it is a statewide system,
when call volume peaked at one center, the overflow could be shifted to other
less-taxed centers throughout the state, ensuring that people get served in a
timely, efficient manner.
Going forward, the
Texas Homeland Security Strategic Plan, 2005-2010, includes 2-1-1 as part of the plan. The plan
intends to leverage the 2-1-1 system to provide
hazard and emergency information to the public.
2-1-1
in Mississippi
Mississippi did not have 2-1-1 service prior to, or during
the hurricane, and therefore people living in Mississippi that were affected by
Katrina and Rita have not been able to benefit from having that valuable
asset. Efforts are underway, however, to
set up a 2-1-1 Center at the United Way of the Capital Area in Jackson, Mississippi. Walls are being torn down, phone systems are
being installed, petitions are being drafted for regulatory approval, and funds
are being raised in hopes of launching a statewide 2-1-1 system in the coming
months.
2-1-1 Across the Nation
As evacuees have sought
shelter across the nation in communities from Nashville to Denver to Los Angeles, 2-1-1 has been used to
coordinate services and help for people displaced by Katrina and Rita. In
addition, 2-1-1 is evolving as a national
system, with centers as far-flung as New Jersey receiving overflow calls
from the Gulf States and helping to coordinate
donations to the region. New Jersey and Connecticut state governors have
promoted 2-1-1 as the place to call if
there are evacuee needs in that area, or if you want to help.
2-1-1 Works—tales from the call
centers
“A lady from Bastrop, Louisiana
called to ask for help in sheltering and feeding some of the displaced persons
from South Louisiana.
She had 60 people in her home! No shelters were open there, so we were able to
arrange for most of them to be relocated to the Ruston, Louisiana
civic center. We also helped her get food from the food bank in Monroe,
and sent a great big ‘hug’ to her!”
—2-1-1 call specialist
“It was fulfilling to comfort
an elderly couple who were afraid that they could not pay their utility bills
after having taken in some 17 family members. I was able to refer them to
sources for assistance.”
—2-1-1 call specialist
“In the wee hours of Saturday
morning (September 10), a young man called for all of the basic
assistance…food, clothing, financial assistance and seeking a family member
(his uncle). We were going through all of the basic resources available,
including FEMA and DSS…finally, as I was wrapping up the call I typed his
uncle’s name onto the Red Cross ICRC website…he had evacuated to Chattanooga!
I shared the contact
information with the caller. He was instantly filled with emotion and
excitement and all he could do was yell ‘Mama, mama,
mama” with a stutter in his voice. I had been the only one who had listened to
him after days of calling.
In hearing his accolades,
tears of joy began rolling down my face.
—2-1-1 call specialist
