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For better help, 211 service is an easy call

A call for help shouldn't require searching for the right number and then punching 11 digits into a telephone.

People know 911 connects them to emergency services, 411 provides telephone listings and 511 gives motorists traffic updates. Now, for the first time, area social service agencies appear serious about providing the 211 information and referral service in Pasco County.

It's a valuable community asset that promotes efficiency through a single, easy-to-remember telephone number. That is important. Typically, consumers make 11 telephone calls trying to find the appropriate service. The multiple calls come in part because of a complicated social service network spurred by the proliferation of nonprofit agencies. Nationally, there are more than 900,000 such groups, double the number from 10 years ago.

But, simpler is better. After the terrorist attacks of Sept. 11, 2001, the state of Connecticut posted two telephone numbers for the public to contact for help or information: 1-888-CTHELPS and 211. More than 90 percent of the calls came in on 211. Again after four hurricanes struck in 2004, the 211 system proved its mettle, connecting Floridians (in some locales) to the social service help they needed.

The 211 service, launched eight years ago by United Way of Metropolitan Atlanta, hasn't found its way to Pasco County because of costs, estimated at $250,000, and the logistical problems posed by having the county divided among three area codes. The service covers 80 percent of the state including Pinellas, Hillsborough, Hernando and Citrus. Nationally, there are 171 systems serving 139-million people in 32 states.

In trying to add this county, the United Way of Pasco is lobbying for approval of state Senate bill 156, which sets aside $5-million in start-up costs for counties still lacking 211 service. The bill, introduced by six senators including Sen. Mike Fasano, R-New Port Richey, requires local matching dollars. A national 211 bill, introduced two years ago in the U.S. Senate by Sens. Elizabeth Dole, R-N.C., and Hillary Rodham Clinton, D-N.Y., earmarked $200-million to ensure the service is available nationwide, and U.S. Rep. Mike Bilirakis is behind a house bill setting aside $150-million.

The United Way of Pasco's own referral line receives 20,000 calls annually, with little marketing. The phone line, 845-HELP, or toll-free at 1-877-828-8929, operates 8:30 a.m. to 5 p.m. Monday through Friday. Susan Arnett, director of United Way of Pasco, said locales average a 60 percent jump in calls after 211 service becomes available. It's a huge leap, indicative of a demand for services from people who are unaware of the local help lines.

"People should be able to say, "I want to volunteer. Where can I help?"' said Peter Bishop, 211 manager for United Way of America, who recently briefed Pasco representatives.

Indeed. Connecting the community is vital, but serving a population in need is even more imperative. Pasco's county and state lawmakers should ensure asking for help is easy as dialing 2-1-1.

[Last modified November 27, 2005, 01:18:21]