Behind the Scenes: How 211 Connects Families — And Why It Takes All of Us
211 isn’t just a phone number. It’s a promise. A promise that no one in our community has to face hardship alone. Whether it’s help finding food, paying utility bills, accessing mental health support, or navigating an unexpected crisis, 211 is here to guide families toward hope and solutions.
But 211 doesn’t work in isolation. Every call begins with listening, compassion, and a deep knowledge of local resources. And that’s where our entire nonprofit community plays a crucial role.
For 211 to connect people to the right help at the right time, we rely on up-to-date, accurate information about the programs and services available in our region.
Why It Matters
When families call 211, they’re often at a stressful point, trying to find help, often for the first time. Clear, current information means:
- People get connected to the right support faster
- Fewer dead ends or outdated referrals
- More trust in the safety net we’ve all built together
Accurate Info Means Faster Connections to Assistance
211 is a vital connection point in our community, and the need is growing. In 2024, North Country residents placed 883 calls to 211, a nearly 20% increase from the previous year.
- Jefferson County: 497 calls
- Lewis County: 55 calls
- St. Lawrence County: 331 calls
The top reasons for reaching out included:
- Housing & Shelter: Help paying for or finding a low-cost, emergency or other place to live.
- Government & Legal: Help finding legal advice and representation, including general counsel, child and family law, immigration, and tenant landlord issues.
- Employment & Income: Jobs and job training; help with unemployment insurance, taxes, finances, and money management.
- Mental Health & Addiction Services: Direct help or help connecting to crisis intervention and suicide hotlines, substance abuse and addiction resources; marriage and family counseling; mental health facilities and services.
- Utilities: Help paying bills for home heating, cooling, power, phone and water.
What We Can All Do
Nonprofits: Keep your 211 listings current. If your hours change, funding shifts, or programs evolve, let 211 know. Click here to add or update your organization’s record.
Community members: Share information about 211. It’s a free, confidential resource available 24/7. Click here for the 211 flyer.
Supporters: Help United Way strengthen 211 and other vital connections by donating, advocating, or volunteering.
211 works because we work together. Let’s make sure families can find the help they need when they need it most.
211 CNY is coordinated by United Way of Central New York in partnership with Contact Community Services, Jefferson County, Lewis County, Onondaga County, Oswego County, St. Lawrence County United Way of Northern New York, United Way of Greater Oswego County and 211 New York.