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2-1-1 is the national abbreviated dialing code for free access to health and human services information and referral (I&R). 2-1-1 is an easy-to-remember and universally recognizable number that makes a critical connection between individuals and families in need and the appropriate community-based organizations and government agencies. 2-1-1 makes it possible for people in need to navigate the complex and ever-growing maze of human services agencies and programs. By making services easier to access, 2-1-1 encourages prevention and fosters self-sufficiency.
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2-1-1 provides callers in need with information about and referrals to human services such as:
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Basic Human Needs Resources: food banks, clothing closets, shelters, rent assistance, utility assistance.
- Physical and Mental Health Resources: health insurance programs, Medicaid and Medicare, maternal health, Children's Health Insurance Program, medical information lines, crisis intervention services, support groups, counseling, drug and alcohol intervention and rehabilitation.
- Work Supports: financial assistance, job training, transportation assistance, education programs.
- Support for Older Americans and Persons with Disabilities: adult day care, congregate meals, Meals on Wheels, respite care, home health care, transportation, homemaker services
- Children, Youth and Family Supports: After school programs, Head Start, family resource centers, summer camps, recreation programs, mentoring, tutoring and protective services.
- Volunteer opportunities and donations.
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I&R stands for Information & Referral. There are thousands of I&R service agencies operated by non-profit and government organizations throughout the United States. These I&R services answer millions of calls annually. I&R services are responsible for connecting callers with opportunities to get and give help through more than 1.6 million health and human service providers, government agencies, and community-based service organizations in the United States.
I&R agencies maintain comprehensive databases of resources including federal, state, and local government agencies, private non-profit agencies, faith and community based organizations, schools, libraries and neighborhood and civic organizations. The comprehensive I&R agency often maintains this data for the specialized centers in the community and makes it available on the Internet, in other electronic forms, and through paper directories and handbooks.
I&R specialists are skilled professionals. They assess callers' needs and help the callers determine their options and the best course of action. Additionally, I&R specialist are trained to determine whether a caller may be eligible for other programs, to intervene in crisis situations, and to advocate on behalf of the caller, as needed.
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On Friday, July 21, 2000, the FCC assigned 2-1-1 for human services information and referral nationwide. Each state public utility or public service commission is now charged with determining who should be awarded the number in that state and how it will be implemented.
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United Ways have a long-standing commitment to funding information and referral (I&R) services in their communities. In fact, each year United Ways allocate approximately $15 million for I&R services. Over 500 United Ways fund or operate I&R call centers around the country.
United Ways are encouraged to collaborate with local human services I&R centers to consider the most efficient and effective use of 2-1-1 and draft a business plan for those purposes.
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On June 29, 2000, Senators Cleland (D-GA) and Snowe (R-ME) introduced legislation assigning 2-1-1 for human services information and referral. With the FCC ruling, the legislation is moot. However, we are grateful to Senators Cleland and Snowe for their leadership on this critical issue.
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