211 Telephone access 24 hours a day, seven days a week. Trained referral agents search a database of more than 2000 services to locate the resources that can best meet the caller's need. Referral agents assess each caller's individual situation by collecting information on the caller's need, eligibility and location. The caller is then given the phone number, hours of operation and intake procedures for each agency and the caller contacts the agency directly. In the case of a crisis call, the referral specialist can connect the caller directly with an agency.
Agents also assist callers in finding agencies where they can volunteer or donate goods.
Interactive Voice Response provides automated referrals during peak call volume periods. Callers seeking access to food, shelter, clothing, child care and public assistance receive referral information based on their need and location. This information can be repeated as many times as the caller requires and the caller can also choose to wait for a referral agent at any time. A searchable version of more than 800 agencies and programs. The simplicity and efficiency of a three digit phone number to access community services increases the ability of callers to find the help they need.