Helpline calls reveal portrait of a community still in recovery

BOSTON - Despite indications that the economy may be rebounding, new data from Mass2-1-1, United Way's statewide helpline for health and human services, reveals that calls for help from Massachusetts residents continue to grow. In 2009, 2-1-1 answered more than 50,000 calls for help in Massachusetts. Comparison data measured over the fiscal year (July 1 - June 30) shows a significant increase of nearly 45% in call volume across the Commonwealth between FY2008 and FY2009. In some regions including Merrimack Valley, Fall River, and New Bedford call volume increased by more than 120%.   

Some of the increase in call volume can be explained by additional outreach that United Way has funded to ensure that more residents know where to turn for help. Overwhelmingly however, 2009 calls have focused on accessing help for basic needs including, mortgage and rental assistance, food services and utility shut-off prevention. Calls in 2009 included:

• 7,654 calls for rent payment assistance
• 10,384 calls relating to electric, gas or other fuel and utility needs
• 2,842 calls seeking information on emergency shelters, and
• 1,586 calls looking for information on local food pantries

"We're finding that more people are turning to 2-1-1 as a way to navigate tough times," said Michael Durkin, president of United Way of Massachusetts Bay & Merrimack Valley. "2-1-1 aggregates all of the resources throughout the state and connects people to the appropriate mix of services near them, ensuring that help is never more than a phone call away."

Fueled by a pro-bono ad campaign developed by PARTNERS + simons and other outreach, United Way of Massachusetts Bay & Merrimack Valley  has been working to raise awareness of the free and confidential 24-hour hotline for residents in need.  Launched in 2007 by United Ways across Massachusetts and the Massachusetts Association of Information & Referral Specialists (MAIRS), 2-1-1 can connect callers to range of services, including rental assistance, food banks, affordable housing, health resources, child care, after-school programs, elderly care, financial literacy, and job training programs. The toll-free number is also available by dialing 1-877-211-MASS (6277).

United Way has also been working to address the rising need that the Mass 2-1-1 call reports have underscored. In November, United Way of Massachusetts Bay & Merrimack Valley launched the Family Financial Stability Fund with an immediate investment of $350,000 for basic needs. United Way has also been working with National Grid Foundation, which invested $35,000 in fuel neutral grants, to help more local families with emergency fuel assistance this winter.  Both efforts can be found at http://chooseyourimpact.org

Finally, United Way is using 2-1-1 as a way to increase awareness of the Earned Income Tax Credit (EITC) and to help low and moderate income residents find free tax preparation sites this season. By calling 2-1-1, residents can hear eligibility requirements for the earned income tax credit and learn about government and nonprofit tax sites near them that will help them file for free. United Way has been encouraging individuals who have not previously been eligible for EITC but may have experienced a job loss or a change in salary this year, to call 2-1-1 and look into their eligibility.

February 11th marks National 2-1-1 Day. As of December 2009, 2-1-1 serves over 241 million Americans (more than 80% of the entire population) covering all or part of 46 states (including 34 states with 90%+ coverage) plus Washington DC and Puerto Rico.