211 WNY Is Connecting the Community to Health Resources

As Western New York and the world continue to cope with the COVID-19 pandemic, the need for health and human services keeps growing. One popular local resource is 211 WNY, a free and confidential service that connects residents to information about basic needs, food assistance, tax preparation, holiday assistance, housing, job training, legal counseling, mental health services, substance abuse services, volunteer opportunities, and more.

Covering seven local counties — Cattaraugus, Chautauqua, Erie, Genesee, Niagara, Orleans and Wyoming — 211 WNY is available 24/7 by dialing 211 or 888-696-9211. (Text 211 by texting your ZIP Code to 716-898-211, Monday-Friday, 8:30 a.m.-3:00 p.m.)

Kelly Dodd, 211’s Director of Contact Center Services, says the service has seen increasing demand for assistance due to COVID-19. “Calls to 211 increased 40% in 2020 as a result of the pandemic, and 2021 is looking to exceed that,” she says.

Dodd says the most highly sought services include:

• Food: “Both emergency food support, such as food pantries, and food delivery services.”
• Housing: “This includes rent assistance, landlord/tenant conflict resolution, and eviction prevention services.”
• COVID-related needs: “Early on it was masks and PPE (personal protective equipment), then testing, now vaccines. 211 is making appointments for the Niagara County Health Department Vaccination Clinics.”
• Financial supports and service navigation: “For many, this is the first time they’ve needed to seek help from nonprofits or government. They don’t know about SNAP (Supplemental Nutrition Assistance Program), HEAP (Home Energy Assistance Program), or temporary assistance from the Department of Social Services, or where to find supports in the community. You don’t know what you don’t know! 211 Community Resource Specialists will help someone navigate the systems and share services they didn’t even know existed.”
• Emotional support: “This has been a stressful, isolating time for everyone. Sometimes it’s nice to talk to someone besides the person you’ve been stuck with 24/7.”

Those who have never called 211 or utilized its services can expect to “talk to a real live person who will help you identify your needs and offer resources in the community that can help,” Dodd says. “With the increase in need and calls, sometimes there’s a bit of a wait to talk to someone, so take advantage of the callback feature so you’re not waiting on hold. The callback option keeps your place in line and calls you when it’s your turn.”

Most importantly, she stresses that 211 WNY is a 24/7 option for anyone who believes there might be assistance out there for their unique situation.

“When you need help and don’t know where to start, call 211,” Dodd says.