Now it’s easy to get connected and find the help you need. 2-1-1 is a free confidential phone number available 24 hours a day, seven days a week – including holidays. When you call 2-1-1, you’ll talk with trained call counselors who can provide referrals for food, shelter, clothing, crisis counseling, substance abuse issues, employment, financial and legal issues, physical and mental health needs, and more. So remember, if it's an emergency, call 9-1-1. But for everything else, call 2-1-1.

2-1-1: A Valuable Tool for Emergency Organizations and First Responders

Before disaster strikes, including 2-1-1 in state and local emergency preparedness and response plans will ensure a successful response. Beyond its proven track record as a critical, daily link to vital health and human services, 2-1-1 has been a key partner when natural and man-made disasters threaten and damage local communities. The Western New York Military Family Project assists families during deployment and after being discharged, navigating the military services and making referrals to civilian providers when those services are not enough.

In New York, the Hudson Valley 2-1-1 played a crucial role in aiding victims of flooding in June 2006, when Sullivan County was hard hit. 2-1-1 operators told callers where shelters were located, when they were open and whether pets were allowed. Volunteers also were able to call 2-1-1 to see where they could help and what supplies were needed. Linda Cellini was the executive director of United Way of Sullivan County at the time. According to her, “When state agencies came in and set up places for assistance, 2-1-1 helped us identify who was where,” and 2-1-1 took pressure off the 911 system during the flooding as “it kept those lines open for the real emergency calls.”

In short, a statewide 2-1-1 integrated system supports first responders and emergency management organizations in a variety of ways:

- Eases the burden on 911 by reducing the need for it to be a social services contact
- Expands the capacity of Emergency Operations Centers during emergencies – trained people, an expanded call center, the ability to handle calls from people in emotional distress and information management
- Acts as a conduit for information dissemination to and from the public and responders during emergencies
- Plays a major role in helping local organizations manage the spontaneous outpouring of volunteers and in-kind donations, removing that task from first-responder organizations
- Serves as the clearinghouse for rapidly changing information that needs to be immediately available to the public
- Remains in place long after the immediate crisis ends to assist people with their long-term recovery needs

Keeping the Lines of Communication Open During a Disaster

During the flooding of 2007 in Westchester County, Hudson Valley 2-1-1 acted as a “reverse hotline.” 2-1-1 counselors called the clients of a lead case management agency to help identify those who were most vulnerable or in need of additional follow-up.

Hudson Valley 2-1-1 also helped out during two federally-declared flood disasters, a third locally-declared flood disaster and a widespread heat emergency, all of which occurred in just three years. As a direct result, Hudson Valley 2-1-1 has launched a pilot program in Westchester County to support long-term disaster case management. The expectation is that if the program is successful, it will expand to the other six counties in the region.

In a second case, amid concerns over possible infection of consumers with Hepatitis A, the Erie County Health Department advertised 2-1-1 as the number to call for general information, and for locations and schedules of inoculation clinics. 2-1-1 Western New York received and responded to the calls. As needed, operators connected callers directly to nurses who could discuss their specific situation.

How 2-1-1 helped me.

“After several years of battling cancer (successfully!), I was finally ready to re-enter the workforce. Working with a local employment agency, I’d secured an interview for a great position with a high-profile company. But living solely on disability benefits left me no money to spare for a professional outfit, and I worried that I might have to cancel the interview for lack of appropriate clothing. I had lost a great deal of weight during my illness and needed everything. The agent at the employment service understood my concern, and told me to give 2-1-1 a try.

The person who answered the phone was so friendly that I forgot my initial embarrassment about having to ask for help. Not only did she provide me with two resources for professional clothing, she also talked with me about finding child care – I’m a single mom – and even suggested a cancer survivors’ support group. By the time I hung up the phone, the weight on my shoulders felt a little bit lighter.

After being able to pick three very nice business outfits from the resources 2-1-1 gave me, I went to my interview with confidence and was thrilled when I was offered the position. My daughters are in a safe, well-supervised before- and after-school program, and the support group is giving me a chance to take care of the ‘inner me,’ something I admit I’d neglected while caring for my girls and my drive to find a job.”
- Anonymous