CHICAGO, IL - Oct. 10, 2024 – After just 20 months of operation, 211 Metro Chicago has made more than 250,000 connections across its helplines to essential community needs and social service support for Chicago and suburban Cook County residents. Operated by United Way of Metro Chicago in partnership with the City of Chicago and Cook County, the free, 24/7 helpline has also achieved a 91 percent client satisfaction rating, with low wait times of just 29 seconds and an average abandonment rate of 3.8 percent.
“211 Metro Chicago is beating all expectations and has quickly set itself apart from many of its peers with its ability to successfully connect residents with health and social services resources,” said Rich LaPratt, Executive Director of 211 Metro Chicago. “A quarter of a million contacts represents very real needs of individuals and families across our region, and 211 Metro Chicago will continue working with our partners to address these community-wide challenges and expand our services so that every resident can thrive.”
211 Metro Chicago has met or exceeded every goal it established at its launch on January 27, 2023:
Expected to reach 200,000 contacts by the end of year two, 211 Metro Chicago has reached 250,000 in 20 months.
211 Metro Chicago, not inclusive of its additional housing service lines, has an average caller wait time of 29 seconds, well below the goal of 90-120 seconds. The average call abandonment rate, or the percentage of callers who hang up before speaking with a Resource Navigator, is 3.8 percent. The goal was to stay below 10 percent for the primary helpline.
211 Metro Chicago has earned a client satisfaction rate of 91 percent, six points higher than its goal of 85 percent.
With a goal to build a comprehensive database of health and social services, 211 Metro Chicago has curated a list of 3,000 total agencies and more than 10,000 programs to assist those in need. Additionally, the helpline partners with the Greater Chicago Food Depository to update food pantry resources every six hours.
Progress to this 250,000 connections milestone was accelerated when 211 Metro Chicago assumed operations of several homelessness services helplines for the City of Chicago and suburban Cook County. Since January 2024, 211 Metro Chicago has handled more than 20,000 contacts for the City's Homelessness Prevention Hotline. This hotline serves as the central intake for available homelessness prevention funding, which provides individuals with rent or mortgage assistance funds to prevent eviction or foreclosure. As of July 1, 2024, 211 Metro Chicago also assumed operations for the Suburban Cook County Homelessness/Diversion Prevention hotline. This hotline receives 3,000 to 6,000 contacts per month from individuals who require rapid, supportive or transitional housing services. As of September 2024, 211 Metro Chicago also serves as the operator for the City of Chicago’s Coordinated Entry System Hotline. This hotline receives 500 to 1,000 calls per month. In addition to operating these hotlines, 211 Metro Chicago will provide analytics to help identify the greatest needs and additional resources required, as well as advocate further for individuals in need of housing in Cook County. Staffing, service hour offerings and other operational onboarding for these additional services are ongoing.
“United Ways operate 2-1-1 helplines across the country with the goal of providing compassion and empathy to our neighbors in need while connecting them to the most appropriate service, such as utility bill assistance, food, and income support, and Chicago has achieved this with resounding success,” said Sean Garrett, President & CEO of United Way of Metro Chicago. “The partnership between United Way of Metro Chicago, the City of Chicago, Cook County and other philanthropic, foundation and community organizations has enabled the helpline to grow as a sustainable platform providing a variety of services to Cook County residents, including the addition of emergency shelter support. We are extremely proud of everything 211 Metro Chicago has achieved so far and of what we know is on the horizon for the helpline.”
Seventy percent of funding for the main 2-1-1 helpline is provided by public resources from the City of Chicago and Cook County with the remaining investment coming from various philanthropic partners, while separate public-private funding streams support the ancillary homelessness services helplines. This model provides greater stability for operations, such as reliable and experienced staffing, and fosters sustainability for the long term. Continuous technological advancements, such as texting support and the development of pilot programs that can target individual communities of need, are also ongoing.
211 Metro Chicago’s generous philanthropic partners include the Builders Initiative Foundation, Crown Family Philanthropies, Ford Philanthropy, Michael Reese Health Trust, Northern Trust Foundation, Northwestern Memorial Hospital, Otho S.A. Sprague Memorial Institute / (NKA Sprague Foundation), Polk Bros. Foundation, Pritzker Foundation, Robert R. McCormick Foundation, The Chicago Community Trust, The Comer Family Fund at The Chicago Community Foundation, The Harry and Jeanette Weinberg Foundation, The John D. & Catherine T. MacArthur Foundation, The Joyce Foundation, The Lloyd A. Fry Foundation, The Pritzker Pucker Family Foundation, The Steans Family Foundation and Anonymous Foundation.
The greatest volume of support centers on connecting residents with housing, food, utility payment assistance, heating and other free-to-low-cost health and social services.
211 Metro Chicago Resource Navigators are available 24/7 through a variety of channels:
Dial 2-1-1 to speak with a local Resource Navigator on the phone Text your zip code to 898-211 Visit 211MetroChicago.org to connect with resources via web search and chat
City of Chicago Shelter Placement: dial 3-1-1
- Available 24/7 City of Chicago Homelessness Prevention Hotline: dial 3-1-1
- Open 8:30 a.m. - 4:30 p.m. Monday through Friday, excluding holidays Chicago Continuum of Care Coordinated Entry Line: 312.971.4178
- Open 10 a.m. – 3 p.m. on Monday, Wednesday, Thursday and Friday, and 4 – 9 p.m. on Tuesdays, excluding holidays Suburban Cook Homelessness Prevention/Diversion Hotline: 312.967.2658 or 877.426.6515
- Open 8:30 a.m. - 4:30 p.m. Monday through Friday, excluding holidays
To connect directly with a homelessness service helpline:
About 211 Metro Chicago
211 Metro Chicago is a 24/7/365 helpline connecting Cook County residents to health and social service resources. 211 Metro Chicago is operated by United Way of Metro Chicago and launched with support from the City of Chicago, Cook County, philanthropic partners and the 211 Metro Chicago Advisory and Executive Boards composed of business, civic, charitable and social service organizations. United Way of Metro Chicago mobilizes private, philanthropic and public sector support to help individuals meet their basic needs and works to support equitable transformation in neighborhoods across the Chicago region. Visit 211MetroChicago.org to connect with these resources.
About United Way of Metro Chicago
United Way of Metro Chicago brings together business, government, philanthropic, individual and community leaders to deliver funding and resources while amplifying the expertise of nonprofit organizations across greater Chicago. We help individuals meet their basic needs and work alongside neighborhood partners to address local priorities and create communities where all people can thrive. United, we are building a stronger, more equitable Chicago region. Learn more about United Way of Metro Chicago at LIVEUNITEDchicago.org.
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