By Ryan G. Van Cleave

Everyone knows what happens when they dial 911. And certainly, most know what happens, too, when they punch in 411. But I confess—I didn’t think anything would happen if I dialed 211 on my phone. So imagine my surprise when this month’s Education Matters assignment had me speaking about exactly that with Dr. Kameron Hodgens, Executive Director and CEO of The Glasser/Schoenbaum Human Services Center. 211 211 211 211 211

“211 is a phone, text, and message-based referral system for social services,” says Dr. Hodgens. “It’s for those who need assistance with shelter, mental health care, daycare support, addiction help, food, rent, mortgage, and utility payments. It’s also instrumental during and after disasters.” For those who needed intermediate or long-term recovery assistance from Hurricanes Irma and Maria, this service was a godsend.

“211 is a great gift to the community,” she says about this free and confidential service that helps people connect with the local human service resources they need, 24 hours a day, 7 days a week, 365 days a year. Even better, a live person with more than 80 hours of training will answer questions and direct callers to resources. They know how to work with people who may feel frustrated, worried, or confused and help them sort through their priorities, figure out what specific needs they have, and guide them forward in a useful manner. Many 211 callers understandably end up relieved and hopeful.

211 has been available to our community since 2003. Initially, it was its own nonprofit, supported by the local United Way and funded primarily by Sarasota and Manatee counties. As the communities’ knowledge of the service grew, so did the number of calls. Increased call and intake responsibilities added strain to an already over-burdened system, therefore sustainability was in jeopardy. A collaborative of local funders came together to address the capacity issues and explore partnership possibilities to meet and address community demand. 

Through a due diligence process, the funders discovered an opportunity to partner with a successful, existing 211 call center in December 2017. Now the 211 service for Manatee, Sarasota, and Desoto counties is handled by Heart of Florida’s United Way Center in Orlando. It’s a sizable organization that provides 211 services to 22 counties in Florida as well as clients in Minnesota, Iowa, Kentucky, Arkansas, Tennessee, and Pennsylvania.

But understandably, the funders were concerned that outsourcing calls to Orlando would mean losing touch with local services and the local guru on all things 211 related, Christina Russi. Enter Glasser/Schoenbaum. “The timing was perfect. A broader vision of the board and staff of Glasser/Schoenbaum is to be the vocal, virtual and geographical hub of comprehensive human services in our area.” Russi joined the team at Glasser/Schoenbaum during the negotiations with Heart of Florida as the 211 Community Liaison, helping to bring that vision to reality.

“211 gives our residents
in the tri-county region of
Desoto, Manatee, and Sarasota counties
a platform and a voice to express their needs and offers a nonjudgmental,
compassionate response.”
– Christina Russi

“It’s also a unique connector of people to community services.” In short, Russi believes that the 211 service is a demonstration of enhanced contact center technology and the spirit of empathy united in the quest for answers to people’s everyday problems.

Dr. Hodgens says, “As a community, we’re really excited about the enhanced capacity that the Orlando-based 211 call center provides locally. Here we are in hurricane season, and they’re able to partner with our local Emergency Operations Centers to message relevant assistance and outreach data to the public during a disaster. Where the sand bags are. Where to find fresh water. Which shelters are closed. Which shelters can accommodate the elderly and people with special or medical needs.”

A May 2018 report reveals that 211 Information and Referral Specialists had 2,400+ contacts from our three-county area. 52% of these sought 211 for help for the first time. 24% were unemployed. 21% were disabled. 27% had no health insurance. The average wait time when they reached out via 211? Only 80 seconds. Customer satisfaction rate? 100%. And perhaps most important, the percentage who would contact 211 again? 100%. This type of comprehensive, revealing data is published monthly on the website, and the encouraging numbers are holding strong.

Dr. Hodgens admits that the primary challenge these days is timely PR. “My team is busy redesigning the website, printing up rack cards, and making business card promo materials. We talk about 211 at library meetings, education meetings—anywhere we can get in front of people. We’re now working on PSAs for the radio and creating posters for the public buses in both English and Spanish.”

The school system is interested in sharing information about 211 as well, requesting cards to put in every students’ backpack for back-to-school in August.

While Dr. Hodgens has been at Glasser/Schoenbaum for almost four years, she worked at Easter Seals Southwest Florida before and has a strong commitment to helping others. “I believe in nonprofits working together,” she explains, “not operating in a vacuum.” That’s what Glasser/Schoenbaum is all about. The campus is 5 acres of 14 buildings, housing 18 nonprofits. That creates easy accessibility for anyone who needs help. “A person in need can get multiple services in one location without wasting time traveling to multiple locations,” she notes.

She adds that the 211 call center is equipped to handle extra functions beyond taking phone calls, too. Text your zipcode to 898-211 and you’ll get a fast response. Chat online via their website, www.211SuncoastCares.org, and chat with a live operator 24/7. You can also use the database on their website and search at your leisure.

Thanks to a new and improved 211 capacity and services, the community’s ability to respond to those in need is easier and on the rise.

FOR MORE INFORMATION about The Glasser/Schoenbaum Human Services Center, please visit GS-HumanServices.org or call 941.365.4545. For more information on 211 locally, dial 941.365.4545 x104 to speak with Christina Russi or visit www.211suncoastcares.org.

For more Education Matters, take a peek at some of Ryan’s other installments here.