[July 08, 2011] 411 on N11s: Hotline pilot program in Central Illinois [The Pantagraph, Bloomington, Ill.] Tweet (Pantagraph (Bloomington, IL) Via Acquire Media NewsEdge) July 08--BLOOMINGTON -- Calls to 211 -- the free, confidential hotline connecting people to human services in their community -- have been increasing in a pilot program in McLean, Livingston and DeWitt counties. "We're adding 211 calls," said Karen Zangerle, executive director of PATH (Providing Access to Help), which provides 211 service in those counties. PATH provides its staff, trained volunteers, its call center in Bloomington and its database of human services agencies. "But are we where we want to be?" Zangerle asked of the call volume. "Not by a long shot. We need to let the public know that 211 exists." By calling 211, people with urgent human services or mental health questions may get help or a referral to an agency, said Greg Cott, president of United Way of McLean County. Questions include how to get meals and homemaker support to an aging parent; how to get assistance to a teenager with addictions; where to get emergency shelter, food, rent and utility assistance; and how to get counseling and support to someone with a chronic mental illness. "It (211) can help people get to help right away without going through a maze of phone numbers," Cott said. Most states and about 80 percent of Americans have access to 211, he said. "It's something that we're overdue on getting in Illinois -- for everybody," he said. United Way is working with the Alliance for Information and Referral Systems (AIRS) and local information and referral agencies (such as PATH) to implement 211 statewide. Meanwhile, three areas of Illinois have been in a project piloting 211 since February 2009. The areas are McLean, Livingston and DeWitt counties, served by PATH, with funding provided by United Way, and the Illinois sides of the St. Louis area and the Quad Cities. "I think the pilots are going great," said Cott, also board chairman of 211 Illinois, the lead entity to expand 211 service statewide. "They are meeting national standards ensuring quality and quantity of the calls. "The goal is to find quality call centers that can expand their capacity to grow 211 throughout the state," Cott said. He hopes 211 will be up and running statewide -- outside the Chicago area -- in one year and hopes that the Chicago area follows shortly thereafter. Meanwhile, PATH's total call volume for 2010 was 79,232 calls, a 13 percent increase over 2009. Included in that total were 11,252 calls to the 211 line, a 14 percent increase over 2009. Remaining calls went to PATH's long-time numbers -- 309-827-4005 and 800-570-7284. During the first quarter of this year -- the most recent quarter for which figures are available -- total call volume was 21,557 calls, an increase of 3,000 calls over first quarter 2010. Included were 2,937 calls to the 211 line, an increase of 940 calls over first quarter 2010. While the number of 211 calls continues to increase, Zangerle knows the numbers can be higher. PATH is increasing marketing of the 211 line by doing things such as taking out advertisements in programs of high school sports teams and passing out material about 211 at community events. "Our goal has been to increase the number of calls by 10 percent each year," Zangerle said. The service is available from landlines and from cell phone companies with the exception of U.S. Cellular, Zangerle said. There is no cell phone charge but the calls go against cell phone minutes, she said. "The place to call is 211," Zangerle said. "Hopefully, we can help you. If we can't, we are documenting unmet needs so the communities and funders can know what the counties need now." ------ 'N-one-one' cheat sheet If you're not sure about all the N11s ("N-one-one"), you're not alone. Few people know the purposes of all the abbreviated dialing numbers, in part, because not all are available everywhere. The N11 code is an abbreviated telephone number that allows access to special services. While 411 and 911 work from most telephones in the United States, availability of the other numbers varies from place to place. Calls to 411 incur a toll; others generally are free but cell phone airtime charges apply. Here are brief explanations of the N11s: 211: Provides callers with information and referral about health and human services available in their community, such as food pantries, help for an aging parent, affordable housing, addiction prevention for teenage children, health care and counseling. Available in a pilot program in three areas of Illinois, including McLean, DeWitt and Livingston counties. 311: Non-emergency number to get information about city government services. Available generally in larger cities, such as Chicago, but not in Central Illinois. 411: Directory assistance. 511: Traveler and commuter information service, with implementation left to state and local agencies and telecommunications carriers. Available in most states but not yet in Illinois. Basic information is free; additional information may result in a fee. 611: Telephone company customer service and repair number used by some phone companies. Most wireless carriers also use 611 as a customer service access number for answers to questions about phones, bills or other cell phone needs. Most companies don't count calls to 611 against monthly minutes. 711: Access to Telecommunications Relay Services (TRS), which permits people with a hearing or speech impairment to use a telephone system via a text telephone (TTY) or other device. People who call 711 are connected to a TRS operator. 811: National "call before you dig" number that is used to request locations of underground utility lines before excavation activity. 911: Nationwide emergency number to connect to a public safety dispatcher to report emergencies including crimes in progress, fires and traffic crashes and to request an ambulance. SOURCES: Federal Communications Commission (www.fcc.gov), Federal Highway Administration (www.fhwa.dot.gov) www.211.org, http://211.us.org, www.dial611.com, www.811marking.com, www.call811.com, Greg Cott, http://en.wikipedia.org ___ To see more of The Pantagraph, or to subscribe to the newspaper, go to http://www.pantagraph.com. Copyright (c) 2011, The Pantagraph, Bloomington, Ill. Distributed by McClatchy-Tribune Information Services. 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