Published in Parkersburg WV

Calling WV 2-1-1

In 2001, the West Virginia Public Service Commission was asked by the legislature to form a task force to investigate the feasibility of establishing 211 statewide as an abbreviated dialing code to reach community information and referral service providers.

This month, the West Virginia 211 call center officially opens for business.

Christine Santy, the WV 211 Resource Coordinator says, "Every hour of every day, someone needs essential services-from finding substance abuse assistance to securing adequate care for a child or an aging parent. There are agencies and help lines, but people often don't know where to turn. In many cases, they end up going without these necessary and readily available services because they don't know where to start. WV 211 service provides a single number to call when someone is in need of referral to a social service agency."

Christine, originally from Pennsylvania, has followed a lifelong interest in social work. She helped start an organization called Ways to Work, "helping welfare-to-work clients that lacked transportation, helping them get low cost loans and low cost cars, credit counseling and managing money." She has also been a drug and alcohol counselor. Through her work as a Vista Volunteer, she received an educational award that allowed her to complete her degree, "At 50!" from Fairmont State College. She has been working with Connect West Virginia, building a database for volunteers throughout the state and establish partnerships to enhance the project.

Representative partner agencies include the Volunteer Action Center in Wood County, United Way of Central WV in Charleston, and United Way of Marion County. Service agencies range from those meeting basic human needs, like food banks and utility assistance to support for children and families like childcare and after school programs or employment supports including financial assistance, job training, transportation assistance or education programs.

Christine says service organizations can be listed by contacting WV211. "The organizations are screened and contact numbers confirmed. Then they are placed on the data base."

Christine is the only paid staff person presently, but volunteers and organizations across the state give support, materials and volunteers. Calls to 211 go to an 800 number that is connected to the call center that is manned by Lauttamus Communications in Weirton. Their trained staff establishes the need and county of the caller, then refers them to a partner agency that can help. Funded by the state Dept of Health and Human Resources till June 20, 2005, WV 211 is the culmination of a collaborative effort by individuals and agencies from the private, public and non-profit sectors. It joins a national initiative supporting 211 sevice across the country.

While services offered through WV 211 vary from community to community, callers are provided with information about and referrals to human services for every day needs and emergencies.

Christine says that besides helping people navigate the complicated web of health and human service programs, the 211 program is a useful planning tool. "Based on aggregate data about types of calls the 211 Center receives, communities are in a better position to anticipate demand for services and mobilize resources to meet changing needs. It's also a critical information system, which is necessary prior to, during and after a community crisis like a flood, fire, or other local or national tragedy. It is important that an information system is in place prior to a community crisis, so there can be a response to the crisis at a moment's notice."

For more information, visit www.wv211.org  (opens in a new window) , call 304 366 4550 or email: wv211@uwmarion.org.