211: Informed Response

AUW’s 211 Statewide Resource Helpline is a result of efforts that started decades ago to connect individuals in the community with needed resources. The 1970’s version was the Honolulu Information & Referral Service and from there, the listings, support, and staff expanded to become ASK-2000 in the 1990’s. The ASK-2000 mini-computer and five specialists served 300 callers a day and in year two, there were 16 Call Specialists directing callers to a database with more than 3000 resources. 

Today, the 211 Statewide Resource Helpline serves all islands. The number of Specialists and hours of operation expanded in the wake of the pandemic. Any caller will receive help from  7a.m. to 10 p.m. seven days a week and all calls are free and confidential. At the height of the pandemic, the Helpline received more than 2000 calls daily for everything from accessing SNAP benefits and COVID-19 testing resources to food, shelter, and employment assistance. At one point, 211 was a lifeline for individuals who needed a place to quarantine safely, away from others in their household. 

Whether by text, phone or online chat, callers receive a warm response, no bots or artificial intelligence is used. However, there is a lot of intelligence that has been built into the system. Thanks to community support and donations, Aloha United Way has made significant investments in technology and human resources. The AUW 211 Statewide Helpline is more than a connection to community resources, it’s informing the future of our community. 

In addition to the Helpline Specialists, the list of resources is constantly reviewed, updated, and expanded. A full-time database administrator ensures the quality of resource listings and we work with hundreds of nonprofit organizations to add resources to the database each month. Because Aloha United Way works with partner agencies closely through other programs, synergy and momentum exist to the benefit of any caller. 

The benefits don’t end there. Because AUW 211 maintains detailed, real-time, request data, we are able to track and report unmet community needs and record resource deserts. For example, if we record several calls from a specific zip code for food pantry access and were unable to make a referral, that call is recorded. We work with nonprofit agencies to meet the needs in those resource deserts. The information is free and accessible to anyone in the community through online dashboards. 

Thanks to community support, we have also invested in a data specialist who can provide more refined reports that can assist nonprofits and government agencies in their effort to address needs in the community. Between the human touch and the compelling data, 211 is helping thousands of people in need every year. In 2022, 211 even joined the fight against substance use disorders and became part of the Hawaii Cares network. By dialing 211 and pressing 7, a Cares Specialist will assist with appropriate assessment and care coordination for those in need of treatment for substance use. 

The AUW 211 Statewide Helpline is there for all to access. It is free, anonymous, confidential, and it is reshaping the landscape of our community one call at a time. Specialists are trained to listen, understand, and make intelligent and caring referrals all while recording the essential details needed to inform our decisions as a community. Aloha United Way can’t provide this essential service without donor support. If you would like to impact your community and know that your donation is being used to help real people every day, consider making a donation to the AUW 211 Statewide Helpline today.