Frequently Asked Questions

Why does Missouri need a 2-1-1 program?

A 2-1-1 program enables residents to have better access needed health and human services.  Many people aren’t sure who to call for assistance when they have a problem.  With one call to 2-1-1, a person can be assured they are being referred to the correct agency or organization in their area to deal with their specific problem or concern.

Why are Missouri Foundation for Health and United Way of Greater St. Louis working together on this program?

Missouri Foundation for Health’s funding of the start-up costs is in line with its mission to empower the people in the communities its serves to achieve equal access to quality health services.  It was a natural fit for United Way to take the lead in administering the program, which will be a statewide expansion of a similar hotline service it currently operates in the St. Louis region.  Together, the two organizations will jointly fund operational costs for the first five years to ensure stability. 

How many other states have a 2-1-1 program?

Missouri becomes the 20th state to have total coverage in its state.  There are 209 active 2-1-1 systems operating in 41 states, the District of Columbia and Puerto Rico.

Will the Kansas City area 2-1-1 program be folded into this effort?

No, the Kansas City area program, which started in March 2006, will continue to operate separately from this 2-1-1 program.  The Kansas City program covers 16 counties in its service area.

What happens when a person calls 2-1-1?

A trained operator will determine the area from which the person is calling and what services are needed, and then provide contact information for all available services in the person’s community.

Is 2-1-1 an emergency hotline?

No, 2-1-1 is designed to relieve the 9-1-1 system from dealing with non-emergency situations, which sometimes slow down response times in dealing with real emergencies.  2-1-1 does not replace 9-1-1 or other community emergency access numbers.  Residents should continue to call local emergency numbers for situations such as medical emergencies, fires and police assistance. 

How will community information be kept up to date?

2-1-1 staff at the four data hubs around the state will be responsible for continually updating information about various community services, to ensure access telephone numbers, contact names, lists of services offered and other relevant information is current.

Is my local United Way involved in this effort?

Currently nine Missouri United Ways partner with United Way of Greater St. Louis on this effort.  Those are: United Way of Central Missouri, Columbia Area United Way, United Way of the Ozarks, United Way of Southeast Missouri, United Way of Adair County, United Way of the Mark Twain Area, Callaway County United Way, Carthage Area United Way and United Way of St. Francois County.

Does a health or human services organization have to be a United Way-funded agency in order to be listed in the 2-1-1 service directory?

No, information will be gathered about non-profit, government and faith-based health and human services organizations in each Missouri community, and made available to residents through 2-1-1.

What kind of help can I get through 2-1-1?

A wide variety of help exists that callers can access.  2-1-1 will have information on:

•           Basic human needs

•           Physical and mental health resources

•           Employment support

•           Support for older adults, people with disabilities and children

•           Volunteer/donor opportunities

•           Help in non-emergency crisis situations

What are 2-1-1’s hours of operation?

2-1-1 will be available 24 hours a day, seven days a week, 365 days per year.

When will the service be available in my area?

2-1-1 will be rolled out in phases.

• Phase 1 is targeted to begin in Summer 2007 with the AT&T service areas, serving 80 percent of the state and includes the St. Louis metropolitan area, Cape Girardeau, Springfield, Poplar Bluff, Hannibal, Joplin, Kirksville and Callaway County.
• Phase 2 is anticipated to start in Fall 2007, adds CenturyTel customers and the Columbia, Jefferson City, and Willow Springs areas.
• Phase 3 is due to begin in 2008, adds all remaining telephone companies and state residents.

What about Illinois residents?

Currently, the metro-east region of Illinois does not have access to 2-1-1. The United Way, which serves this area, is looking into the possible funding opportunities.  However, Illinois residents can still access the United Way of Greater St. Louis’ toll-free hotline: 1-800-427-4626.    

Can I use my cell phone to call 2-1-1?

Cell phones are currently not included in the 2-1-1 service, however people on cell phones can access 2-1-1 by calling United Way of Greater St. Louis’ I&R number: 1-800-427-4626.