Annual Report Shows 90% Increase in Calls People in Distress Turning to WA211
September 16, 2020
Latest Annual Report Lays Out What’s Been Happening With 2-1-1
The story of how the 2-1-1 statewide system has been able to handle a 90 percent increase in calls, resulting mostly because of the pandemic, begins with planning and work done prior to the crisis. It’s been such a busy year that this year’s WA211 annual report covers 18 months of activity (January 2019 to June 30, 2020). In addition to outlining the actions this statewide community service has taken to be a contributing member to the state’s crisis response, the report provides insight into the services provided by the 211 one-stop connection and into community resource needs that are in demand and have not been met. Also, here is a one-page summary of the annual report.
211 Call Growth During the Pandemic is a Nationwide Reality
The experience of WA211, as outlined in its latest annual report, is shared by 211 helpline centers throughout the United States. Increasingly, people in distress are turning to 211 for finding community resources and services, making the helplines and the data they collect and share through 211 Counts the “canary in the coalmine” in terms of identifying emerging community issues. This article by Vice Media Group goes into the impact that COVID-19 has had on call centers and the effort by United Ways and 211 organizations to seek federal funding.