What is 2-1-1?

2-1-1 Texas, a service within the Community Impact division of the United Way of the Brazos Valley, provides information and referral services that link people in need of health and human services assistance with appropriate providers in the community. 2-1-1 Texas has three primary roles:

• To provide the community information and referrals about community resources
• To serve as the State of Texas and County of Brazos information line during times of emergency or disaster.
• To serve at the State and National level as the information link for Homeland Security.

While services offered through 2-1-1 vary form community to community, 2-1-1 provides callers with information about and referrals to human services for every day needs and in times of crisis. For example, 2-1-1 can offer access for those in need or those wishing to help to the following types of services organizations:

• Basic Human Needs: food pantries, clothing closets, shelters, rent assistance, utility assistance.
• Physical and Mental Health Resources: health insurance programs, Medicaid and Medicare, maternal health, Children’s Health Insurance Program, medical information lines, crisis intervention services, support groups, counseling, drug and alcohol intervention, and rehabilitation.
• Employment Services: financial assistance, job training, transportation assistance, education programs.
• Support for Older Americans and Persons with Disabilities: adult day care, congregate meals, Meals on Wheels, respite care, home health care, transportation, independent living programs.
• Support for Children, Youth, and Families: child care, after school programs, Head Start, family resource centers, summer camps and recreation programs, mentoring, tutoring, protective services.

Locally, 2-1-1 Texas/United Way serves as the state designated Area Information Center (AIC) for the Brazos Valley Region. As one of twenty-five AICs selected by the Texas Information and Referral Network, 2-1-1 Texas provides comprehensive information and referral services to seven counties, Brazos, Burleson, Grimes, Leon, Madison, Robertson and Washington Counties. 2-1-1, which began locally as First Call For Help, has been operational since October 2000, and under the dynamic leadership of the United Way, was selected as one of the first six Area Information Centers in the state to implement 2-1-1 in Texas (October 2002). The Brazos Valley 2-1-1 Texas has received more than 53,327 calls since its inception, with large increases each year of operation.

2-1-1 Texas maintains a comprehensive database of health and human services in the multi-county area, and Certified Information and Referral Specialists (CIRS) assess each inquirer’s need(s) to determine the service provider best equipped to handle the need. The Information and Referral Specialist is also trained to determine the eligibility of the caller for other services in the community to make appropriate referrals outside of the stated need.

2-1-1 Texas services extend beyond the call center:

• We conduct extensive health and human services training for the community through our biannual eight-week, twenty-four hour F.Y.I. Training Series for professionals in health, education, faith-based, non-profit, and business settings.
• We have partnered with the Brazos Valley Workforce Board to provide trainings to child care providers in the seven counties.
• We create publications to generate awareness of the resources available in our communities. Such items published include:
  • Quick Reference Guides for each of the seven counties.
  • F.Y.I. Resource Directory for local agencies and programs.
  • 2-1-1 Information Cards for members of the community.
• 2-1-1 Texas disseminates information to the community through the Community Information Digest, a weekly “e-letter. The Digest provides information on local non-profit events, meetings, professional trainings, volunteer opportunities, and employment opportunities.
• We provide Community Reports from data and demographics collected on each information and referral inquiry. These statistics provide powerful reports to the community on gaps in services, geographic needs, seasonal needs, etc. Reports have been provided to agencies such as Texas A&M University, Cities of Bryan and College Station, State of Texas Health and Human Services Commission, Federal Emergency Management Association allocation board, and the United Way.

In November of 2003, 2-1-1 Texas became nationally accredited through the Alliance of Information and Referral Systems (AIRS). As one of only fifty-nine accredited centers in the nation today, 2-1-1 Texas has set an example of exemplary service. We are one of twelve of the twenty-five AICs in the state to have this accreditation.

National Status

Nationally, forty-one states have implemented 2-1-1 and 212 call centers are now operational, serving 65% of the American population. For more information on 2-1-1 on a national scope, please visit www.211.org.