News : Help for Rhode Islanders is Just a Phone Call Away
Providence, RI, USA, Feb, 2018 -- For 11 years, United Way’s 2-1-1 has been helping Rhode Islanders in need, handling 194,735 calls in 2017, many from people seeking financial help, information about health services, or food.
"Hello. United Way. 2-1-1. May I help you?"
Each time call center specialist Tony Medeiros answers the phone, he has no idea what awaits him on the other end of the line. United Way of Rhode Island’s 2-1-1 call center provides round-the-clock free assistance to those looking for help finding affordable food, housing, health care, transportation and more.
Twice last week, Medeiros took calls from people who were suicidal. Sometimes the most desperate calls he gets, he says, are from people seeking help with a gambling addiction. Others need help finding affordable housing.
One woman calls regularly to ask the time or the temperature. Medeiros thinks she’s lonely, so he’s started asking her about her day.
"That’s OK. She just needs to talk to somebody for a few minutes," he said recently.
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The call center acts as a one-stop-shop for resources. Its workers are trained on the offerings and applications processes of various social service and health-care programs, as well as church groups, nonprofits, shelters and more. When a person calls with one problem, call-center workers will talk through their living conditions to make them aware of other services that could also be of help.
On Sunday, United Way celebrates National 2-1-1 Day. United Way’s 2-1-1 service has been available in Rhode Island 24 hours a day, 365 days a year, since 2007.
"I listen to their story," said Medeiros, whose shift starts at 6 a.m. "They might be saying one thing but there’s more going on. ... Sometimes people are in a domestic violence situation and they don’t even recognize it."
United Way 2-1-1 took 194,735 calls in Rhode Island last year, a slight decrease from the 195,344 calls in 2016. But call specialists are finding higher anxiety among callers and are spending considerably more time on each call. In December 2016, the average call time was a little more than two minutes. In December 2017, the average call time was 5½ minutes, the organization reports.
Nationally, 2-1-1 answered a total of more than 14.3 million requests for help in 2017. The service is available for 94 percent of Americans, according to a spokesman for the United Way of Rhode Island, and in most parts of Canada.
Sandi Connors, executive vice president and director of strategic marketing and communications at United Way, said the trends in Rhode Island calls are reflected at 2-1-1 centers across the country. It’s not yet clear what is driving the changes, she said.
Some of the most difficult calls come from homeless families seeking shelter, Connors said. Some 72 families are currently on a waiting list for space in a family shelter.
"The hardest days are when we get the calls we can’t help," Connors said.
Those days are often countered by others in which workers feel they’ve made a difference.
Program manager Tina Pearl remembered a call that came in to the hotline on Thanksgiving from an elderly woman who said there was an "uninvited guest" in her home. She had already called the police, who checked out the situation and determined there wasn’t an intruder. But the call center worker and Pearl determined they should also make a home visit.
It turned out there wasn’t anyone else in the home, Pearl said. The woman hadn’t eaten but she thought someone was coming over for dinner. She was confused, suffering from dementia and other health problems. They were eventually able to get her to the hospital.
"That’s why we go to work every day," Pearl said.
2-1-1 calls, by the numbers
Here are some of the most common reasons Rhode Islanders called 2-1-1 in 2017.
Financial assistance: 162,936
Health information: 112,411
Posted by Veronica Silva Cusi, news correspondent
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About United Way:
United Way is a coalition of charitable organizations.
Published: Monday, February 12, 2018
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