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2-1-1 Helpline Serves 100 Million Americans After
Five Year Push
Senior citizens are viewed as major users of this
system to find community services
Aug. 1, 2005 – Efforts to make the 211 help line
available nationwide got a boost last week with Senators Hillary Rodham
Clinton (D-NY) and Elizabeth Dole (R-NC) joining with celebrity George
Clooney and United Way of America to celebrate the fifth anniversary of
the effort. The service, seen by many as a great help to older
Americans, now reaches more than 100 million people nationwide, covering
all or parts of 32 states, plus Washington, D.C. and Puerto Rico. The
2-1-1 phone numbers offers one-stop service for vital information and
referrals to services like clothing and emergency shelter, physical and
mental health resources, employment support, as well as, resources for
senior citizens, persons with disabilities, children, youth and
families.
The problem has been money. In January the United
Way, the principal promoter of the idea, announced a $500,000 gift from
the Wal-Mart Foundation. That same month, Sen. Clinton, Sen. Dole and a
number of colleagues introduced a bill (S. 211) for additional federal
funding. This bill, which died in the previous session, spearheads a
bipartisan effort to secure $150 million in federal funding for 2-1-1
and support its nationwide adoption.
The Federal Communications Commission assigned
2-1-1 as the national telephone number for telephone service for
information and referral on human services, declaring that 2-1-1 best
satisfies the public interest in allotting the limited resource of this
abbreviated number. This year, the Commission will assess the widespread
utilization of the 2-1-1 telephone number and evaluate whether to
continue the assignment of that telephone number for that service.
Promoters say 2-1-1 is a cost-effective answer to
help local communities navigate the complex and ever- growing maze of
human service agencies and programs, and that the experiences of 9-1-1
and 4-1-1 make it clear that concise 3-digit dialing works.
"Where 2-1-1 is operational, people can more
quickly gain access to a full range of community resources," said Brian
Gallagher, UWA President and CEO. "In a country where we are only as
strong as our local communities, we must ensure that all, not just some,
have the ability to give and get help when and where they need it. A
nationwide 2-1-1 system would do that and citizens can make it happen."
As evidenced by the response to the hurricanes in
Florida last year, where hundreds of thousands of calls went to 2-1-1
over many weeks, an active, robust 2-1-1 system can be an integral
crisis response tool for communities across the country. In widespread
emergencies like an attack, flood, tornado, fire, or health crisis, not
only does this valuable service alleviate the strain on systems like
9-1-1, but it is also there for people who don't know where to turn for
help, thus saving individuals time and agencies and taxpayers money by
making existing systems work more efficiently and effectively.
The 2-1-1 servuice can also be used as a long-term
community planning tool, say the promoters. Based on aggregate data
about the types of calls a local 2-1-1 call center receives, communities
are in a better position to anticipate demand for services and mobilize
resources to meet changing needs.
"With the abundance of agencies and help lines,
people often aren't sure where to turn to get the proper assistance,"
said Senator Dole. "The 2-1-1 line allows families and individuals to
find the faith-based, community or government agency to best serve their
needs. United Way 2-1-1 has done an outstanding job in working to meet
so many needs. I have seen firsthand why it is so important to
coordinate volunteers and various agencies, particularly during a crisis
situation."
"For some time now I have been an ardent supporter
of the creation of a nationwide 2-1-1 system," said Senator Clinton. "I
had the pleasure of recently visiting the opening of a 2-1-1 call center
in Rochester, New York, to see firsthand the positive impact it can have
on individuals by making a wide array of social services and volunteer
opportunity information available quickly and easily. 2-1-1 currently
reaches only a little more than one-third of the U.S. population because
of funding constraints. The federal government partnering with state and
local 2-1-1 stakeholders will help bring real impact by helping to
launch it nationwide."
Americans interested in supporting 2-1-1 in their
states can do so by calling a toll free line, 1-888-PASS-211
(1-888-727-7211), which will automatically connect them to the
Washington, D.C., offices of their Members of Congress and allow their
voices to be heard.
Cost-benefit Analysis
The UWA commissioned a study to assess the expected
costs and anticipated benefits of a nationwide 2-1-1 system. The study,
completed by the University of Texas Ray Marshall Center for the Study
of Human Resources, concluded that 2-1-1 would ultimately provide
American taxpayers up to $1.1 billion in net value over the next 10
years. Furthermore, when an individual seeks information or referral
services for which he or she has little or no prior knowledge or
experience, dialing 2-1-1 is much simpler than other options. The
research also found that dialing a general information system (such as
4-1-1) is no substitute for 2-1-1 since the telephone directory system
lists entities by name only, which provides information that is too
general in nature to be very useful and may also charge a fee for the
service.
About United Way of America
United Way of America is the national organization
dedicated to leading the United Way movement in making a measurable
impact in every community in America. The United Way movement includes
approximately 1,400 community-based United Way organizations. Each is
independent, separately incorporated and governed by local volunteers.
For more information about United Way, visit
http://www.unitedway.org/ .
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