United_Way-LogoAs you are making your internal decisions about your organization’s response regarding the COVID-19 outbreak – please consider working closely with the IN211 and make sure their data base is the most up to date.  They are pushing out the 2-1-1 number to make it easier for folks to get the most up to date information possible.  They have asked local United Ways to help populate local data. The link to update or add your organization information is: info@in211.org.


The following is information from Jaimie Ferren, Director of Contact Center Services at 2-1-1 :

We are closely monitoring the types of 211 calls we are receiving related to COVID-19.

At this time they are general inquiries, as well as those looking for food pantries or paper goods to have on reserve.


In response, Indiana 211 is:

·         Following United Way Worldwide’s advice to put on our own oxygen masks first and promoting good self-care

·         Reaching out to Indiana United Way to encourage them to ask local United Ways to share information with IN211

·         Utilizing the Indiana State Department of Health as a resource for our callers

·         Ensuring that all IN211 team members have the ability to work from home or another location

·         Monitoring media for resources that may emerge


We are also prepared to:

·         Be activated for Flu On Call

·         Add information or FAQ to our public website, if needed

·         Add messaging on our Interactive Voice Response


In the CDC’s recommended Household Action Plan they include the directive to: Identify aid organizations in your community. Create a list of local organizations that you and your household can contact in the event you need access to information, health care services, support, and resources. Consider including organizations that provide mental health or counseling services, food, and other supplies. This is where we feel IN211 currently has the most opportunity to connect individuals. However, we have the capacity to respond however we are needed. Our average wait time in February was 170 seconds.  We are in the process of hiring another cohort and expect that number to continue to decrease. We have skilled Community Navigators who understand that 211 has an important role in getting those that are most vulnerable in our community connected.