211 is the national, toll-free, three-digit phone number to call for information about local health and social services. It enables people to find out about vital resources in their community quickly and easily. 211 isn’t new; 41 states have it, some for 10 years.

Why 211 Is Important

Studies show that people seeking health and social services call seven to eight wrong numbers before finding the right one, or give up before getting the help they need. 211 eliminates guessing and misdirected calls. It also plays a major role in disaster response. After 9/11, in Connecticut, which had 211 already, 95 percent of all calls for mental health counseling, volunteering, and other services went to 211. People knew it was the number to call for help and information. Conversely, in New York, which didn’t have 211, more than 400 separate hotlines were set up after the attacks, leading to confusion and frustration. Following a series of devastating wildfires in San Diego in October 2007, 211 San Diego handled up to 41,000 calls per day from local residents wanting to know whether they should evacuate and, if so, where they should go.

Who Answers 211

In California, only one 211 service provider per county is permitted. The Contra Costa Crisis Center is the only agency in Contra Costa County that meets all of the requirements: 1) operates 24 hours a day, seven days a week; 2) offers multilingual access and access to the hearing impaired; 3) manages and maintains a comprehensive database of health and social services; 4) provides services according to professional standards for information and referral; 5) coordinates with local and state disaster responders; and 6) has a local presence and support from local stakeholders. Our application for Contra Costa was endorsed by 20 public and private entities, including the county board of supervisors, and approved in 2004 by the California Public Utilities Commission. Approval didn’t include funding, however. Since then we’ve been raising money from public and private sources to provide the service. We activated 211 in 2006 and began publicizing it widely in 2008.

The Cost of 211

In areas with 211 now, up to 10 percent of the population calls annually. In Contra Costa, this means 100,000 calls per year. The cost of having trained information and referral specialists handling these calls is about $800,000 annually. To date we’ve raised a little over $600,000 per year. This means that we’re able to have dedicated 211 staff from 8 a.m. to midnight Monday to Friday. Night, weekend, and holiday calls are answered by trained crisis line volunteers.

211 Funders

211 funding in other states has come mainly from local government, with matching support from United Way and private foundations. The Calling for 211 Act (S. 211 and H.R. 211) will provide $700 million over six years for 211 nationwide if approved. The legislation is bipartisan and has about 150 congressional co-sponsors, including senators Barbara Boxer and Dianne Feinstein, Congressman George Miller, and Congresswoman Ellen Tauscher.

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