BY JOHN BAILEY
Catawba County United Way
Stepping into a NC 2-1-1 call center is like stepping into a whirlwind.
On one side of the room, a call specialist is trying to help someone find a way to pay their rent. Just a few feet away, a family is trying to find a way to get back home to another state, and in the adjacent cubicle an individual wants information on local food pantries.
NC 2-1-1 is the health and human services information line provided by United Way of North Carolina. Catawba County United Way is one of several community partners who help fund this program.
In 2019, the NC 2-1-1 team handled 133,949, averaging around 400-450 calls a day. The program launched texting as another channel of communication during Hurricanes Florence and Dorian and are working to add a text option for regular daily 211 service.
In Catawba County, the greatest number of calls last year were concerned with housing and shelter (530) and help with utility bills (184) out of a total of 1,350 calls.
This week the United Way is celebrating 2-1-1 and the work it does every day to connect those in need with resources in their communities.
Call specialist Jeffrey is one of those voices people hear when they make this call, looking for assistance. He’s been with 2-1-1 for nearly a year.
His journey to the call center began in 2018, when he got to experience Hurricane Florence in Fayetteville first-hand.
It was his birthday and he went to the city to visit a former college professor. Then the storm hit.
His professor was a pastor as well and ran a local shelter. He asked Jeffrey if he wanted to help set up sandbags to protect the site from flooding.
“I’ve always enjoyed being able to help others, so I was happy to do whatever I could,” Jeffrey said.
When he got back home, Jeffrey started thinking about finding a more permanent way to help others and that’s when he heard NC 2-1-1 was hiring call specialists. He was working as a legal assistant at the time but decided to apply for the job.
“I love this program,” Jeffrey said. “For me it’s about trying to make someone’s day better, providing them a resource, giving them some hope.
“Sometimes people are just upset because they’ve called twenty other people and haven’t found any help.”
It’s important for local agencies, big and small, to add their information to the 2-1-1 database if they want a chance to help as many people as possible.
“Agencies need to be as specific as possible when describing what they do, who their target audience is they’re helping, areas they want to serve, all their services offered and any requirements,” Jeffrey said. “You never know when your program will be the difference for someone facing a crisis.”
Agencies can submit their information for the database on the ‘Agency Professionals” section of nc211.org.
Visit nc211.org for more information or remember to call 2-1-1 for help.