Hawaii Island United Way outlines plan to expand 211 helpline access; committee votes to close communication file

Michelle Kalimba, chair of the County of Hawaii Communication Reports and Council Oversight Committee, opened the Dec. 16 meeting and invited Hawaii Island United Way to present on the statewide 211 helpline.

Francesca Thompson, speaking for Hawaii Island United Way, described 211 as "a free confidential helpline and online resource that connects individuals and families to essential health and human services," including housing, food assistance, mental-health support, child care and transportation. Thompson said Aloha United Way operates the statewide 211 service and that Hawaii Island United Way is working with Aloha, Maui and Kauai United Ways to make sure neighbor‑island resources are accurate and discoverable.

Thompson provided usage data through October 2025. She said the 2024 statewide call volume was about 40,000; top statewide requests included rent assistance, homeless shelter, utility bills, SNAP and food pantries; calls answered within 30 seconds averaged 89.83 percent; kupuna (age 55+) comprised roughly 20 percent of callers statewide. For Hawaii County specifically she said about 6.18 percent of statewide calls originated from the island, total local cases were roughly 1,048 to date, kupuna callers were about 34 percent locally, and the county reported 106 unmet needs; locally the top unmet needs were utility bill assistance, rent payment assistance, homeless shelter, rental deposit assistance and mortgage assistance.

To address local gaps, Thompson said Hawaii Island United Way will begin work in 2026 with trained Hawaii Island–based volunteers to compile and maintain a comprehensive directory of nonprofit and government service providers so 211 reflects Hawaii Island–specific resources. She said HIUW receives no dedicated funding for 211 and plans to seek funding to hire a local 211 coordinator; if funding is not secured, the organization will rely on volunteers and an outreach campaign to populate the database. Thompson set a goal of having the directory built by March 2026.

Committee members asked how "unmet needs" are classified and whether counts represent unique individuals or multiple contacts. Thompson said classification and operational details are handled by Aloha United Way's 211 operations and she would provide the committee with specifics about how cases are counted. Council members also pressed on whether partner nonprofits would opt in, how HIUW will validate provider information, and what feedback loops will exist; Thompson said volunteers will reach out to local organizations, AUW has granted HIUW access to upload verified data to the statewide database, and HIUW will invite partners to participate once the volunteer work begins.

Thompson described outreach tactics under consideration, including bus signage with Bass Transit, social media, newsletters, government agency notices, and possibly hiring a contractor to lead outreach in 2026. She said some traditional advertising (radio, print) would be considered if funding becomes available.

Before adjourning, the chair called the previously made motion to close the file on Communication 632. The motion, moved by Council Member Inaba and seconded by Council Member Kawhiweta, passed with eight in favor; Council Member Kerkowitz was absent. The committee adjourned at 1:29 p.m.

The committee requested follow-up details on 211 operational classifications and whether case counts reflect unique individuals; Thompson committed to providing that information to the committee.