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Vermont 2‑1‑1 reports rising emergency housing demand, seeks $332,000 to sustain 24/7 service
Summary
Representatives from Vermont 2‑1‑1 told the House Committee on Oversight and Accountability that after‑hours housing and shelter calls have risen sharply and that the program is requesting additional legislature funding to sustain round‑the‑clock coverage and staff training.
Vermont 2‑1‑1 representatives on Feb. 11 told the House Committee on Oversight and Accountability that demand for after‑hours emergency housing and shelter help has increased sharply and that the statewide information and referral service needs additional funding to continue 24/7 coverage.
Elizabeth, representing Vermont 2‑1‑1, described the service as “a free and confidential information and referral system for the state of Vermont” that provides 24‑hour access by phone, text and email and maintains a resource database of more than 1,000 agencies, 3,000 programs and 11,000 services. She told the committee 2‑1‑1 also performs after‑hours intake for the Agency of Human Services’ emergency housing process.
The presenter told the committee that in December 2023 Vermont 2‑1‑1 handled more than 5,000 after‑hours calls for emergency housing and shelter and that the following year’s comparable figure rose to about 7,000 calls. For 2024 overall, the organization reported more than 57,000 contacts and about 22,000 referrals to partner agencies.
Elizabeth said Vermont 2‑1‑1 is nationally accredited through Inform USA, participates in the national 2‑1‑1 network and provides specialized services such as disaster reporting and support for non‑English speakers through telephonic interpretation. She also said the service contracts with the Agency of Human Services to operate emergency housing intake during evenings, weekends and holidays.
Committee members asked how the 2‑1‑1 call process works and the organization outlined its workflow: staff use state intake systems (GAPS and ACCESS) when operating as the after‑hours emergency housing intake, attempt warm transfers to hotels or shelters when available, and advise callers to contact state Economic Services Division the next business day if no emergency placement is found.
Elizabeth described staffing challenges common to contact centers and said the program had a stable staffing complement for about a year. She said the governor’s proposed budget level‑funded 2‑1‑1 at $1.3 million for the coming year and that the organization planned to request an additional $332,000 to restore operational costs to an estimated $1.6 million and preserve 24/7 coverage.
The committee was also told that 2‑1‑1 sees platforms and rule changes drive call volume: after emergency‑housing rule changes on Dec. 1, calls increased and service providers also reach out to 2‑1‑1 for help navigating new rules. The presenter recommended committee members and staff consult vermont211.org for data and suggested legislators use 2‑1‑1 for constituent referrals.
No formal committee action or vote was taken on the presentation; committee members indicated budget contacts for follow‑up.
The committee thanked the organization for its two‑decade operation and for serving as an information hub during disasters and daily service needs.
