211 Metro Chicago: Improving How We Serve Residents in Need

Navigating the social service system in the Chicago region can be a burdensome process. In times of crisis when demand for these services skyrockets, such as the COVID-19 pandemic, it becomes even more overwhelming. Whether it is seeking assistance to prevent an eviction or trying to locate the nearest health clinic, residents are often left wondering: where do I even start?  

In January, United Way of Metro Chicago launched 211 Metro Chicago, a user-friendly helpline that connects Chicago and suburban Cook County residents to the essential services they need, 24 hours a day, seven days a week. As a one-stop resource, residents can call, text, or web chat 211 when they are looking for a food pantry, a counseling center, or legal aid, among a variety of other health and human services. 211 Metro Chicago has received support from the City of Chicago, Cook County, and several philanthropic partners, including the Trust. 

The Chicago region was the last major metropolitan area without a 211 helpline, so the Trust saw immediate value in bringing this resource into fruition. While we have always funded the capacity of social service organizations, we have more recently focused our resources on investing in systems-level changes that improve how these services are employed – and 211 fit the mold perfectly.  

Under our Addressing Critical Needs’ Systems & Policy Innovation grant program, we gave 211 Metro Chicago a $200,000 planning grant in 2022. We awarded another grant this year at the same amount to support its ongoing capacity. The Trust also serves on the 211 advisory committee, which is made up of public and private partners and co-chaired by leaders from the City of Chicago, Cook County, Heartland Alliance, and United Way.  

At the systems level, 211 is closing access gaps by making it easier for residents to find services. It’s also reducing the burden on other city and county response units—e.g., the police and fire department—by creating warm handoffs to 211 in cases where a person isn’t in crisis and simply needs a resource referral. This connects residents to the appropriate organizations that can help provide them with the services they need.  

Typically, 211 helplines employ a more centralized call center model. However, United Way is taking a more agile and responsive approach, focusing on services by neighborhood and community identity. Longer-term, it is developing a model that would place 211 call agents with community agencies and collaborate with existing navigator programs to provide in-person support to residents.  

In addition, United Way is tracking call data to gain a better understanding of which communities are frequently using 211. This way, 211 is continuously improving how we can help those in need, allowing for a more robust system that works for everyone. In the first 30 days, 211 has already received 3,400 calls, 140 texts, and 230 chats/emails. 

211 Metro Chicago presents us with an opportunity to increase access to social services and make it less complicated to seek them out. And, by creating the infrastructure to understand where needs are greatest, we can become a national leader in how we serve residents.