Dear 211 info community,
As some of you might have experienced, call wait times at 211info have been increasing periodically. There are multiple factors that can contribute to lengthy wait times (weather, time of the month, time of day, staffing levels due to illness, etc.), but I can say the overarching reason for our current situation was a dip in funding causing us to streamline operations at the same time our brand recognition was growing statewide.
Fortunately, we are in the process of hiring additional staff, which should help alleviate call delays. In the meantime, I urge you to use our texting program. It’s simple to use and a great alternative to dialing in. All you have to do is text your zip code to 898211 and follow directions in the responding message. Hold any questions until the response comes. Once it does, you will begin a live texting conversation with one of our specialists.
If your needs aren’t absolutely urgent, you can always email firstname.lastname@example.org and we will reply within 24 hours. Both texting and email services are in operation during our regular business hours of Monday to Friday, 8am-6pm.
Also keep in mind that our searchable database at 211info.org is free, available 24/7, and the exact same information our call center uses to help you find statewide resources.
As many of you out there understand, the life of a nonprofit is full of bumps in the road. I wanted to let you know we’ve heard your feedback and we’re doing our best to smooth out this bumpy patch so we can consistently answer calls quickly. We are making internal adjustments and you can expect quicker responses soon. We are also launching a campaign to secure the funding necessary to beef up our staffing levels as cold weather approaches. If you, or someone you know, are in a position to help 211info financially, please consider making a donation at our secure site. I encourage you to help if you can.
Thank you for your patience as we work to get back to a level of service delivery people have come to depend on at 211info.