United Way's 211 helpline at risk without ongoing state funding | Opinion

When a train derailed and released toxic chemicals in East Palestine, Ohio, in February, officials advised residents to get updates by calling 211. When Ohio residents − many of them seniors − needed assistance to make appointments for COVID-19 vaccinations, they called 211. When Ohioans need help with housing, food, physical and mental health services, employment, child care and more, they call 211.

By dialing 211, Ohio residents can speak to trained community resource specialists who match callers’ needs with thousands of available local resources. The free, confidential service is available 24 hours a day, seven days a week, 365 days a year.

Last year, 211 programs across the state served more than 810,000 callers and responded to an additional 52,000 texts, chats and emails. The top three needs of callers were food, housing/shelter and utilities.

Although this service is free to residents, the infrastructure that supports 211 is costly to the 14 nonprofit organizations that provide such services in Ohio, including the nonprofit I lead, United Way of Greater Cincinnati.

Unfortunately, Ohio is one of the few states that does not provide ongoing state funding for 211. Currently, the state’s 211 services are funded by charitable or local dollars or a combination of both.

That puts the 211 program at risk in counties with fewer resources. This year, Stark County discontinued its 211 helpline in favor of an online-only service.

To ensure that this vital service continues to be available when Ohio residents need it, the state’s 211 providers have asked legislators to include $2 million in annual state funding to support 211. That is the amount invested by the five Ohio United Ways that operate 211 centers.

Such an investment by the state would shore up the 211 network, address workforce shortages, defray increased operating costs and allow for more complex care coordination.

And it would ensure that people like Chiquita Bond have somewhere to turn for help.

At the height of the COVID-19 pandemic, the Cincinnati resident, who is in her late 40s, was jobless with no source of income. With her application for emergency rental assistance in limbo and her rental office demanding payment, she worried she would lose her apartment.

She called 211 and connected with a care coordinator she described as "an angel." He helped get her application approved and back-rent paid.

"I’m so glad for 211," said Chiquita, who is back on her feet.

A strong 211 system is needed to meet the needs of people today as well as those who will seek help in the future. I strongly urge Ohio legislators to provide funding for 211. It is an investment in the well-being of all Ohioans.

Moira Weir is president and CEO of United Way of Greater Cincinnati.