United Way 211 Reaches Milestone Tenth Anniversary

DANBURY — On February 11, 1999, Connecticut became the first state to implement a statewide 211 system; 211 had previously been known as Infoline, which was established in 1976 with an 800 number. It was thought that 211 would be an easier number to remember and would thus make information more accessible.

In 1999, 211 received close to 200,000 calls, an increase of 50,000 calls from 1998.

211 now typically handles more than 300,000 calls annually. The most frequently requested services are heat and utility assistance, housing and shelter, mental health care, substance abuse services and financial assistance.

During the past ten years, United Way 211 has served as a model for other states that have established similar systems. United Way 211 also regularly assists other 211 operations by handling overflow calls or sending call specialists to assist in the aftermath of natural disasters. Call specialists assisted in the wake of Hurricane Katrina in 2005 and most recently after Hurricane Ike devastated parts of Texas last year.

The 211 system has developed the state’s most comprehensive, continually updated database of human service resources. This provides the foundation for mailing lists, and a searchable database on the United Way’s website, www.211ct.org. The collection of data on caller requests for services provides a valuable resource by presenting an overview of the problems facing Connecticut residents.

Nationwide, the 211 phone number serves more than 232 million Americans — over 77 percent of the entire population — through 244 active 211 systems covering all or part of 47 states, Washington, D.C., and Puerto Rico. An ongoing count of calls received by 211 systems nationwide has recorded 13.5 million-plus calls in 2008.

An effort is afoot to make 211 available nationwide. Former New York Senator Hillary Rodham Clinton introduced a bill to “facilitate nationwide availability of 211 telephone service.” Both the Senate and House versions of the bill have been referred to committees for consideration. The bill would provide some federal funding for 211.

The United Way of Western Connecticut is a leader in mobilizing resources to improve lives and local communities. It brings together community leaders, nonprofit organizations, volunteers, and businesses to focus on the most pressing needs in the community and provides the resources — human, technical and financial — to get to the heart of problems.

For more information, visit UWWesternCT.org.