More people call 2-1-1 hotline for social service assistance, data shows

More people are calling the 2-1-1 social services hotline locally, seeking help with needs such as food, rental assistance and utility payments.

In 2016, there were 73,483 contacts — encompassing calls to the hotline, or text messages or online chats — from people seeking assistance from the service operated by the The United Way of Southwestern Pennsylvania, which serves Allegheny, Westmoreland and Butler counties.

In 2017, there were 81,033 contacts, according to recently released data from United Way.

Those seeking help were largely asking for assistance with basic needs — food, shelter and utility assistance. Callers also requested help with free tax preparation, a service United Way coordinates with partner agencies for low-income tax filers.

“Housing assistance and utility assistance continue to be the primary reasons that people are contacting [2-1-1],” said Angela Reynolds, senior director, United for Families and 2-1-1 at United Way of Southwestern Pennsylvania. “Food, other basic needs, including transportation, are also very high. Housing and utilities continue to rise.”

There were 9,732 contacts to the hotline last year for electric service payment assistance and 5,795 contacts requesting assistance with natural gas service payments.

There were 8,907 requests for tax prep help in 2017; 5,781 calls or other contacts for help paying rent and 5,093 contacts for food pantries or other food assistance. All those categories saw increases over the prior year, according to United Way data.

The 2-1-1 service recently moved into a shared office space with the utility assistance program Dollar Energy Fund, hoping to strengthen their ability to connect people to utility assistance programs.

Data from the Pennsylvania Public Utility Commission shows that many utility assistance programs don’t reach all the low-income households that are eligible for help, said Patrick Cicero, director of the Pennsylvania Utility Law Project, a statewide organization that helps low-income utility consumers.

More calls from first-time callers and people calling about multiple needs are other trends among calls to the hotline, Ms. Reynolds said. About one-third of the calls in 2017 were from people calling for assistance for the first time.

Next Sunday, United Way will mark “2-1-1- Day” to bring attention to the service.

The 2-1-1 social services hotline

has been in place locally since 2011; it had 26,289 calls in the first year. Locally, prior to 2-1-1, United Way operated a help hotline at 412-255-1155.

Using 2-1-1 as a services hotline originated in Atlanta, where that city’s United Way introduced it to help make it easier for people seeking assistance to call. The number has spread to most of the rest of the country since, said Rachel Krausman, senior director of 2-1-1 for United Way Worldwide.

United Way officials also emphasized they welcome calls for people seeking other assistance — or if they want to help others.

“There’s a myriad of human service connections you can make,” about a host of issues, or even if you don’t need help but are seeking to volunteer, Ms. Reynolds said.