The 2-1-1 Initiative in Illinois

What is 2-1-1?

2-1-1 is an easy-to-remember, non-emergency telephone number that connects people with essential community information and services. 2-1-1 saves time and frustration through specialists who match callers to the right agency based on each caller's need.

The 24-hour line makes it easy for the public to navigate the maze of human service providers and help lines. All calls are free, anonymous and confidential.

Callers can get live assistance with needs such as:

• Food and shelter
• Counseling and mental health services
• Income and employment support
• Help for the elderly and people with disabilities
• Resources for children and families

Who can use 2-1-1?

• 246 million Americans can connect to 2-1-1, which means 82% of the U.S. population has access.
• 2-1-1 covers all or part of 47 states, Washington, D.C. and Puerto Rico.
• 34 states have at least 90% coverage.

In Illinois, a pilot program that launched in February 2009 makes 2-1-1 available to residents in three parts of the state:

• Quad Cities
• Greater St. Louis area
• McLean, DeWitt and Livingston counties in central Illinois

In 2009, more than 16 million calls nationwide were made to 2-1-1. The call volume is 13% higher than 2008. In Illinois, calls are increasing, too. The pilot program saw 3.6% more calls in 2010 than in 2009.
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United Way's Role

United Way of Metropolitan Atlanta launched 2-1-1 in 1997. Since then, United Ways across the country have partnered with the Alliance of Information and Referral Systems to promote 2-1-1.

United Way has a long-standing commitment to helping create information and referral services in the community.

In the late 1990s, the United Way of Illinois began working with the Illinois Alliance of Information and Referral Systems to bring 2-1-1 to the state. Legislation passed in 2003 created the 2-1-1 Collaboration Board to guide the state's pilot program.

The board has representatives from the Governor's office, state Commerce Commission and the following state departments:

• Human Services
• Public Health
• Children and Family Services
• Employment Security
• Healthcare and Family Services
• Aging
• Human Rights

In 2009, Gov. Quinn signed the 2-1-1 Service Act into law at the United Way of Metropolitan Chicago. The law calls for a lead organization to plan and implement 2-1-1 across the state working under contract with the Department of Human Services. A committee of the 2-1-1 Collaboration Board was selected for that role. The law also creates a separate state fund for state and federal dollars, grants, and donations to pay for a state-wide system.

What's next for 2-1-1?

In the Chicago area, United Way is working with city leaders to develop a calling center that coordinates 2-1-1 and the city's 311 non-emergency line.

At the federal level, United Way's advocacy efforts to pass the Calling for 211 Act came up short when key committees were unable to recommend the bill for consideration by either the House or Senate. The legislation would provide federal money to states starting or enhancing 2-1-1 systems. We encourage you to contact your senators and representatives to ask for their support in passing a bill.