Washington 211 Annual Report 2022

Greetings and Happy 2023!

Today, I’m sharing with you our latest annual report. Since launching 211 in Washington in 2006, we’ve served over 5 million callers and have learned a lot about how to help people find what they need to make their lives a bit better. And you will see from this report that caller satisfaction runs high. (Many thanks to those who participated in our survey.)

211 has always been about helping others through connection and now more than ever, people are understanding the power of connecting with another person to help walk through today’s challenges. Through service navigation, it is common for 211 Specialists to find resources, services, and assistance beyond the initial request for help, by asking the right questions and taking the time to listen to caller’s concerns. This enhanced matching of assistance to need is most successful person to person rather than searching for services online or talking to an Artificial Intelligent Chatbot.

Washington 211 and our partners went through an extensive planning process in 2022, with the support of The Deloitte Company, to create a future road map for 211 services in the state. Bottom line, we can continue to try our best to meet the growing call demand for safety net services with our limited and unsustainable resources or we can be bold and realize our full potential as the State’s main entry point to services by growing and expanding our capabilities through adequate and sustainable funding of 211.

I invite you to spend a little time reviewing our annual report and sharing it with your colleagues and coworkers. Please contact me if you have questions or would like to learn more about our legislative request for additional state funding.

Thank you for your partnership and support of 211.

Tim Sullivan, State 211 Director