211 Day raises awareness of Community Helpline

Feb. 11 was 211 Day, a day to raise awareness of the United Way Perth-Huron’s Community Helpline, which connects area residents with local service providers.

Dial 211 and the caller will be transferred to a live operator who will guide them to an abundance of community programs and services based on each individual’s needs. Initiated by United Way Perth-Huron, the 24/7 dedicated helpline service is available through text, phone call and email, and will direct the caller to resources best suited to their needs, whether those needs involve food insecurity, mental health, housing or other challenges. 

Susan Faber, director of resource development and communications at United Way Perth-Huron, said more people should be using the helpline she struggles with getting the word out there. 

“I think we can make more of an impact if we can share with people that the helpline exists. It’s amazing to us that many people don’t know about it,” said Faber. 

Faber said 211 can be a great resource, especially for women experience intimate-partner or gender-based violence formulating an escape plan. With the caller's permission, the helpline makes frequent callbacks to inquire about changes to the situation and whether it has escalated or lessened. 

Faber said there is a strong demand for support relating to housing, mental health, as well as food insecurity. Though not trained counsellors, 211 operators can provide advice and insight to every individual caller with the main objective of connecting the person in need with what they need.

“With the high demand of housing, food and mental-health services, it is a reflection of the way the world is at the moment. It is not just here locally, it’s right across Canada,” said Faber. “The call is confidential when it comes in; we don’t ask what their name is but we do ask for the location in order to locate local programs and services for referrals.” 

United Way Perth-Huron can also investigate calls in which needs are not being resolved. Calls that come through the helpline that have not resolved through referrals provide valuable information that can be used for grants as well as locating programs and services that need to be offered. 

Faber said even after a referral has been made for a caller, with the person’s permission, quality checks will be offered to inquire if the referred programs or services are meeting the caller’s needs.