Connect Tour to help residents find needed services

Kelcy Dolan
Posted 3/5/15

Next Thursday, United Way 2-1-1 is visiting the Warwick Public Library as a part of the 2-1-1 Connects Tour.

The United Way 2-1-1 program, a 24/7 call center, began in 2007 through a partnership …

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Connect Tour to help residents find needed services

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Next Wednesday, United Way 2-1-1 is visiting the Warwick Public Library as a part of the 2-1-1 Connects Tour.

The United Way 2-1-1 program, a 24/7 call center, began in 2007 through a partnership with United Way and the non-profit community, state agencies and corporate partners as a crisis number to connect with various services ranging from food to financial aid to child care assistance.

Sandi Connors, the executive vice president, director of strategic marketing & communications, said that 2-1-1 is unique in that callers can reach multiple services with one call and actually speak with a real person.

“There is a value in a conversation between two people. You get to talk to a human being, another person who can help during a time of anxiety, one that can walk you through your options,” Connors said.

She said that through the conversation, specialists often find issues past what a caller reports. They will continue a conversation, asking questions to get a better understanding of a person’s situation to make sure the caller is accessing all the programs available to them.

Since 2007, 2-1-1 has handled more than 1.4 million calls, averaging near 200,000 calls a year. Still the 2-1-1 team wants to reach out.

Cristina Amedeo, director of United Way 2-1-1, said that so many people still don’t know that United Way or the 2-1-1 program is in Rhode Island.

“Through feedback from our customers, meetings and events, we found we needed a bigger local presence,” Amedeo said. “We wanted to not only bring services to local communities but also create and strengthen partnerships with local agencies.”

Thus, they began the 2-1-1 Connects Tour, where they visit various communities. On March 11 they will be at the Warwick Public Library from 1 to 3 p.m.

Warwick alone accounts for 17,746 of the calls 2-1-1 received in 2014. Over half of those calls were Warwick residents in need of financial assistance to pay utility bills, anything from heating to electric bills.

Different local agencies such as the Westbay Community Action, the Supplemental Nutrition Assistance Program (SNAP), among others, will have tables set up and the 2-1-1 RV will be outside of the library for people seeking one-on-one counseling.

Connors said through the tour possible customers could learn and test run the services available while getting to know the 2-1-1 staff.

She said some people prefer to just call, but others want that in-person experience when they are in crisis. Through the tour 2-1-1 can serve those individuals as well.

United Way 2-1-1 is partnered with State Representative Joseph McNamara and other elected officials for the event. McNamara said that 2-1-1 has played a large role in helping Rhode Islanders back onto their feet after the recession and as such is a program he can stand behind.

“When someone is struggling it can be hard to ask for help, but in these difficult economic times struggling is something we all can relate to,” McNamara said. “2-1-1 is a one-stop service that can help people find the programs they need, programs that could save a life.”

Connors said, “We are working with state officials who understand the value of what we do and want to bring those services to their constituents.”

Amedeo said, “When an individual calls and we can’t find a direct service for them we help them think outside the box, and with the 2-1-1 tour we have the chance to do that directly. We can spend time looking at long-term solutions and the landscape of what they could do with their life.”

For the event there will be a speaking portion, and the hope of the 2-1-1 team is that the event turns towards an open discussion to learn what each community is most concerned about.

Amedeo said, “Reaching out with this tour is a way to make us real for those communities we visit. It makes us more approachable. We are more than just a call center. We want people to get to know us and what we do.”

Along with helping Warwick residents know about 2-1-1, the Connects Tour is a way for local agencies to get to know the program as well.

Amedeo said with more local agencies comfortable with 2-1-1, they can expand their services to help callers that much more.

Connors said, “We would love for people to come out. Even if it’s not helpful today, you could share the information you learn with a neighbor or a co-worker. You never know when this information is going to be important.”

The 2-1-1 Connects Tour will be at the Warwick Public Library on March 11 from 1-3 p.m. The event is free to the public. For more information on United Way 2-1-1 Program visit www.211ri.org or call 2-1-1 to be connected with a call specialist.

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