Not everyone who calls 911 needs a firefighter or police officer. A second system exists to help people who need human and social services: 211. The modern 211 system started in Washington in 2006. Calls climbed as the economy sank. Some say the service is underused by many it could benefit.
The 211 system is a centralized call center for people who need help or have emergencies that don’t involve immediate danger.
In 2011, the center received 44,687 calls from people in Snohomish County. Callers sought help with more than 50,000 matters.
One in five callers needed a phone number or address. Other common concerns were home heating assistance, housing and shelter, and mental health.
211 exists to connect people directly to appropriate human-service agencies. That saves them multiple calls and trips, and reduces misdirected requests to 911 and other agencies, said Bob Reese, regional vice president of Volunteers of America, which operates 211 in northwest Washington.
Funding sources include regional United Way chapters, and local, state and federal governments.
The 211 system also is useful after natural disasters such as floods, landslides and winter storms, said John Pennington, Snohomish County emergency management director. It can help people access state and federal disaster relief.
About 4,300 needs raised during 211 calls were unmet in 2011. That means 211 wasn’t able to provide an appropriate referral.
211 calls by Snohomish County ZIP code
| ZIP code | 211 calls in 2011 |
|---|---|
| 98201 | 6,921 |
| 98204 | 4,619 |
| 98203 | 3,454 |
| 98208 | 2,948 |
| 98270 | 2,769 |
| 98036 | 2,152 |
| 98223 | 1,777 |
| 98037 | 1,635 |
| 98258 | 1,582 |
| 98087 | 1,507 |
| 98026 | 1,370 |
| 98012 | 1,236 |
| 98271 | 1,202 |
| 98290 | 1,137 |
| 98043 | 1,044 |
| 98272 | 931 |
| 98292 | 550 |
| 98252 | 513 |
| 98294 | 448 |
| 98275 | 438 |
| 98021 | 411 |
| 98020 | 345 |
| 98251 | 321 |
| 98011 | 284 |
| 98296 | 280 |
| 98072 | 166 |
| 98205 | 101 |
| 98241 | 84 |
| 98077 | 40 |
| 98256 | 31 |
| 98046 | 26 |
| 98207 | 17 |
| 98293 | 16 |
| 98291 | 12 |
| 98082 | 10 |
| 98213 | 9 |
| 98259 | 4 |
| 98287 | 3 |
| 98041 | 0 |
| 98282 | 0 |
211 calls in 2011 by subject matter
| BANKRUPTCY | 59 |
| COMMUNITY ISSUES | 6,198 |
| Adoption/foster care | 9 |
| Death/dying/bereavement | 1 |
| Runaway/missing person | 1 |
| Community voice mail assistance | 15 |
| Shower facilities | 18 |
| Wildlife/domestic animals | 122 |
| Crime and violence | 35 |
| Parks and recreation | 35 |
| Workshop/self-help classes | 109 |
| Other | 5,853 |
| CHILD CARE | 329 |
| CREDIT/DEBT MANAGEMENT | 71 |
| DISASTER | 129 |
| Earthquake | 1 |
| Emergency preparedness | 110 |
| Fire | 12 |
| Flood | 6 |
| DOMESTIC VIOLENCE | 307 |
| DONATIONS | 438 |
| EDUCATION | 169 |
| EMERGENCY SHELTER | 3,821 |
| EMPLOYMENT | 184 |
| FOOD/FOOD BANK | 1,469 |
| TAX PREPARATION/EITC | 746 |
| GOVERNMENT ASSISTANCE | 399 |
| Child care subsidies/grants | 10 |
| Food stamps/Quest card | 190 |
| Low-cost medical insurance requests | 13 |
| Medicaid/medical coupons | 85 |
| Temporary Assistance for Needy Families/Workfirst | 46 |
| WIC | 24 |
| Other | 31 |
| HOLIDAY FOOD OR GIFTS | 1,135 |
| HOUSEHOLD, CLOTHING, PERSONAL GOODS | 1,825 |
| Child car seats | 138 |
| Clothing | 957 |
| Furnishings/appliances | 590 |
| Personal goods | 140 |
| HOUSING/LOW-COST HOUSING | 2,489 |
| LEGAL | 2,411 |
| Civil rights | 41 |
| Child support and child custody | 259 |
| Divorce/separation | 202 |
| Legal representation/information | 1,806 |
| Mediation/arbitration/conciliation | 103 |
| LICENSING/PERMITS | 127 |
| Birth certificate | 24 |
| Death certificate | 2 |
| Drivers license | 19 |
| Marriage license | 5 |
| Passport | 7 |
| Social Security card | 9 |
| Food handler permits | 10 |
| Other | 51 |
| MENTAL AND BEHAVIORAL HEALTH | 1,774 |
| Anger management | 52 |
| Counseling request | 920 |
| Eating disorders | 3 |
| Mental illness diagnosis/treatment | 613 |
| Sexual problem | 4 |
| Suicide | 19 |
| Support group request | 163 |
| MORTGAGE FORECLOSURE | 145 |
| PARENTING | 91 |
| PHYSICAL HEALTH, DENTAL | 673 |
| PHYSICAL HEALTH, GENERAL | 1,224 |
| AIDS information/services | 16 |
| Assistive technology for people with disabilities | 115 |
| Disability/disease | 40 |
| Environmental/health | 9 |
| Eye care and glasses | 226 |
| Family planning | 76 |
| Immunizations | 15 |
| Pregnancy-related services | 24 |
| Prevention | 53 |
| Medical treatment | 650 |
| PROGRAM CUTS | 128 |
| PUBLIC SAFETY | 11 |
| RENT/MORTGAGE/MOVING ASSISTANCE | 5,455 |
| REQUEST FOR ADDRESS OR TELEPHONE | 12,574 |
| SCHOOL SUPPLIES | 173 |
| SENIOR/DISABLED CARE | 206 |
| SOCIAL INSURANCE PROGRAMS | 147 |
| Basic Health | 64 |
| Labor &Industries | 2 |
| Medicare | 7 |
| Social Security Disability Insurance | 40 |
| Supplemental Security Income | 14 |
| Unemployment compensation | 18 |
| Veteran benefits | 2 |
| DRUG/ALCOHOL ABUSE | 423 |
| TAX ISSUES | 78 |
| TEMPORARY FINANCIAL AID | 967 |
| Automotive | 154 |
| Cash | 338 |
| Death-related expenses | 24 |
| Education/vocational tuition | 32 |
| Medical expense | 77 |
| Prescription medications | 342 |
| TRANSITIONAL HOUSING | 1,158 |
| TRANSPORTATION/TRAVEL | 1,144 |
| Education transportation | 8 |
| Employment transportation | 47 |
| General transportation | 702 |
| Medical transportation | 270 |
| Other transportation | 35 |
| Out of state transportation | 82 |
| UTILITIES | 6,632 |
| Home heating assistance | 5,670 |
| Telephone/cable/water/trash | 962 |
| MISCELLANEOUS OTHER | 228 |
| TOTAL MET NEEDS | 55,537 |
Some calls involved multiple subjects. SOURCE: Volunteers of America
How to help
Volunteers of America accepts donations to help run 211 and other social services. For more information about donating, contact William Raihl at Wraihl@voaww.org or 425-609-2209.
More about 211
Volunteers of America: www.voa.org
211 website: www.win211.org
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