News

Hotline for Social Services is expanding
Statewide coverage is long-term goal

By RYAN TEAGUE BECKWITH, Staff Writer, The News and Observer

When North Carolina's needy call for help, workers in Durham answer.

A nonprofit based in Research Triangle Park is now answering calls to 211, a hot line that gives information and referrals on local social services.

The American Social Health Association took over the service from United Way chapters in the Triangle and the Triad this month. In September, it will expand to serve Catawba and Burke counties.

The center does not answer all 211 calls, however. United Way chapters in Charlotte and Asheville areas run separate 211 services. Even with the expansion, the three call centers will cover only 47 percent of the state.

Jill Cox, a spokeswoman for United Way of North Carolina, said the merger is the first step toward a single 211 system, similar to those in other states.

"Since the inception [in 1999], the goal has been to take the system statewide," she said. "This consolidation gives us the platform to offer 211 service to other communities."

She said discussions are under way to expand to three other counties in Western North Carolina.

Centralizing the service could also address some problems with 211. Currently, the number does not work from most cell phones, pay phones, motel rooms and jails, usually because the owners have not reprogrammed them to transfer the calls automatically.

Cox said it will be more efficient to negotiate with phone companies and others if there is one statewide system.

During the day, the Durham call center answers 211 calls placed in Wake, Durham, Chatham and Orange counties as well as Davidson, Davie, Forsyth, Guilford, Randolph and Rockingham counties.

After hours, calls are routed to HopeLine, a Raleigh-based nonprofit.

Staff writer Ryan Teague Beckwith can be reached at 836-4944 or rbeckwit@newsobserver.com.