Cash assistance hotline adds more operators, online option
Orange County’s COVID-19 hotline for cash assistance, slammed since it launched Monday morning, is adding more operators to handle the phone crush.
Only two operators staffed the phones Monday when thousands dialed 407-836-6500, the hotline number. By Friday, 10 staffers will answer calls.
The county also will allow people to apply online at ocfl.net/COVID19Rental Assistance.
“Using the online system will be more convenient and quicker for those interested in information about the crisis assistance program and the best way to communicate with us,” said Lonnie Bell, director of Orange County Community and Family Services. The agency oversees the rental-assistance program, created to aid financially stressed families.
Bell acknowledged the sudden roll-out of the program came with challenges.
“We know the need is great,” he said.
The county logged 100,000 calls from at least 11,000 callers the first day. Many residents called multiple times, desperate to get through.
Most callers heard only a busy signal.
“I called over 150 times, no exaggeration with no answer,” said Mike Goings, 42, who lost his job at Cracker Barrel because of mandates to close restaurant dining areas.
“How many people are working these lines trying to help us? You would think they would have a system in place to call us back,” he said.
Goings, whose one-bedroom apartment costs him $1,000 a month, said he also filed for unemployment, but found that process frustrating, too.
“It’s the same problem trying to get a live person to talk to,” he said.
The county put $1.8 million in the crisis fund and will pay up to $1,200 per household for those who meet the qualifications.
The money will be paid to the landlord on behalf of the caller.
Many needy families in Central Florida relied on tourism, working at hotels, restaurants and stores kept afloat by visitors. Others worked conventions or at Orlando International Airport.
Orange County Sheriff John Mina said his deputies won’t evict anyone as the coronavirus pandemic spreads.
Public utilities also have pledged not to disconnect any customers or tack on late fees amid the crisis.
Applicants to the rental-assistance program must prove they’re out of work, not still being paid, need assistance to pay for basic needs and have not received crisis funds within the past two years.
Orange County Mayor Jerry Demings said the goal is to keep people in their homes for as long as possible.
To reach the county’s rental assistance hotline call 407-836-6500 from 8:30 a.m. to noon weekdays or go online at ocfl.net/COVID19Rental Assistance.