New hotline offers help and referrals

The only thing worse than not having a service, according to Nancy Jernigan, "is not knowing one exists."

People experiencing a crisis, such as trying to find food, help paying utilities or support for a physical or mental disability, often don't know which way to turn, said Jernigan, executive director of the United Way of Southeast Missouri. For nearly a decade, those in and around Cape Girardeau have turned to First Call for Help. But the regional hot line can't help people living in some Bootheel counties.

On Tuesday, the United Way announced a new statewide hot line number, 211.

Like United Way's First Call for Help, 211 will provide information and referrals to callers.

Denise Wimp, First Call for Help's director, said calls looking for help have grown by 34 percent over the last two years. This year, call records have been broken twice. People who call 211 will find confidential help, she said. But some information will be used to find "gaps in services" that can be remedied.

"Sometimes it's a long, drawn-out process, but sometimes it's a quick fix," Wimp said.

The United Way partnered with the Alliance of Information and Referral Systems, which sets the national standards for hot line services.

While First Call for Help will continue to operate during normal business hours, 211 will be available around the clock. Those answering the phone have access to 40,000 not-for-profit agencies in the state. They also have been trained to respond to callers who may need more immediate assistance. Jernigan said the system is set up so that, if necessary, a caller could be immediately transferred to correct 911 operator or a suicide hot line. She said 211 will help reduce nonemergency calls to 911.

Referral lines are "a proven approach," Jernigan said. "They now serve 65 percent of the U.S. population. By the end of 2008, they'll serve 80 percent."

Missouri is the 21st state to adopt the 211 line, and created five geographic hubs for collecting information on resources. Because of First Call for Help, the United Way of Southeast Missouri "was a natural choice" to be one of the state's five hubs.

"We're hoping 211 is also a way for people to connect to volunteer opportunities," Jernigan said, adding "211 really shines in a disaster."

She said the database of organizations is located in more than one place, so if disaster strikes -- in the form of a computer breakdown or natural catastrophe -- referral information won't be lost. After hurricanes Katrina and Rita, Baton Rouge's 211 line provided invaluable assistance to storm victims, she said.

To cover all of state by '08

Anyone using AT&T, CenturyTel or Charter telephone service, or about 90 percent of Missouri's residents, can use 211. Service is expected to be available to everyone in the state by next year.

Since 2006, the help line has been used in Kansas City and its 16 surrounding counties, according to the Associated Press.

Coverage in Jefferson City and Cole County is expected by next spring.

Cell phone users can dial 1-800-427-4626, though work is underway to connect cell phones to 211 next year.

Missouri 211 anticipates 100,000 to 200,000 calls annually once the service is fully operational.

The hot line is being funded by a $4.75 million grant from the Missouri Foundation for Health and $3.75 million from the United Way of Greater St. Louis.

Jernigan and Wimp said that First Call for Help, 334-HELP, (334-4357), will continue to be used, but it will be phased out over time as 211 becomes more common.

To learn more, visit www.211missouri.org.

The Associated Press contributed to this report.

pmcnichol@semissourian.com

335-6611, extension 126