United Way of Greater Cincinnati knows more families are finding everyday essentials priced out of reach, even with steady work.
Andrea McDonnell experienced that firsthand. She was out of options when she called United Way’s 211 helpline.
“I have a job, so that’s not something that I would have expected when I needed help,” Andrea said. “Just because you work doesn’t mean that you don’t need help sometimes.”
Andrea lives in Florence with her fiancé and two of her children, ages 10 and 12. She works in the office of a local car dealership. The family primarily relies on Andrea’s income to cover medical expenses, transportation, utilities and everyday necessities.
Eventually, she fell behind. First, it was the electric bill. Andrea withdrew nearly her entire 401(k) to restore service.
“It was the only thing I could do,” she said.
An hour after the family’s electricity was restored, the water was disconnected.
Having just drained the savings she’d built for retirement, Andrea felt hopeless.
She contacted organizations across Northern Kentucky, but many programs didn’t cover the family’s provider or couldn’t help at the time.
Andrea kept going to work while her family searched for places to shower, wash clothes and stay temporarily. She worried about how the disruption might affect her ability to keep her children safely in her care.
“I thought everything was just going to fall apart at that point,” she said.
Then, she reached out to 211.
“Our Resource Navigators understand that when someone calls 211, they may already be carrying a lot,” explains Moira Weir, President and CEO, United Way of Greater Cincinnati. “They take the time to listen, understand the full picture and explore every option available.”
“I cried a lot,” Andrea said about her first call. The Resource Navigator she spoke to was committed to finding a solution and promised to reconnect. “And then she called me back and that sense of relief really hit.”
Along with identifying assistance to resolve the water bill, the Resource Navigator offered Andrea something else she needed in that moment: compassion and reassurance.
“She was very kind and understanding,” Andrea said. “She made me feel at ease. Kind of at peace, too. It was nice.”
Within hours, the family’s water was restored.
“That’s exactly what 211 is there for — those moments when someone’s done everything they can and still doesn’t know where to turn,” said Weir. “Our role is to understand the resources that are available and connect people to the right support before a difficult situation escalates.”
Today, Andrea says her family is doing much better and they’re caught up on bills. With help from 211, she was able to address an immediate crisis and regain some stability. The significance of that support is difficult to overstate.
“It brings me to tears because I honestly had nowhere else to turn,” she said. “Trying to stay positive in that moment was very difficult, but thanks to United Way I was able to keep pushing forward, and I’m completely grateful for that.”
