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North Carolina 211 fields 800–1,000 calls daily, shifts to disaster line during emergencies
Summary
United Way officials described how North Carolina's 2-1-1 information-and-referral service verifies resources year-round, handles about 800'to'1,000 inbound calls per day, activates a separate disaster line during state emergencies and placed 540 people in 14-day Airbnb stays during Hurricane Helene.
United Way of North Carolina's 2-1-1 helpline fields about 800 to 1,000 inbound calls statewide on a typical day and switches to a dedicated disaster line when the state activates emergency operations, David Mercado, senior director of operations for United Way of North Carolina, said on Wayne TV.
The statewide 2-1-1 system acts as an information-and-referral service that connects callers to local and statewide resources, verifies service availability annually and, during disasters, vets resources daily and places staff inside the state emergency operations center to coordinate response, Mercado said.
Mercado said the helpline'which his office consolidated under a single organization with in-state contact centers'aims to take callers'time and follow up. "We don't rush any calls," Mercado said. He added that regular specialists typically…
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