{"id":2049,"date":"2020-03-09T17:44:49","date_gmt":"2020-03-09T17:44:49","guid":{"rendered":"https:\/\/211md.org\/?p=2049"},"modified":"2024-09-24T13:29:19","modified_gmt":"2024-09-24T17:29:19","slug":"episode-2-what-is-211","status":"publish","type":"post","link":"https:\/\/211md.org\/ko\/blog\/episode-2-what-is-211\/","title":{"rendered":"2\ud68c: 211\uc774 \ubb54\ub370?"},"content":{"rendered":"\n

What is 211? That’s the question we answer in this episode of \u201cWhat\u2019s the 211.\u201d We\u2019re talking with Brandi Nieland, Director of the United Way of Central Maryland<\/a>, and Elaine Pollack, Information and Certified Referral Specialist for the 2-1-1 Helpline at the United Way, which is a member of the 211 Call Center Network<\/a>. We talk about 211 programs and services, including free tax assistance, support for opioid use, and partnerships with Lyft and the Census.<\/p>\n\n\n\n

Show Notes<\/h2>\n\n\n\n

1:44 How to get help<\/strong><\/p>\n\n\n\n

Many people call 211 for help with utility assistance and eviction prevention. We can find services for you based on your ZIP code, and let you know how to apply for assistance. Sometimes, you need documents to qualify. So, our call specialists help prepare you so you can get services quickly. Search our database for assistance now<\/a> or dial 2-1-1 on your phone.<\/p>\n\n\n\n

2:41 What to expect when calling 211<\/strong><\/p>\n\n\n\n

First and foremost, 211 specialists are trained to listen and help connect callers to agencies that can help them problem-solve. Think of 2-1-1 like a helpline. You won\u2019t hear a script. Instead, expect a genuine conversation that will remain confidential. By dialing 2-1-1, you can walk through your particular problem, the trained call specialist will listen and answer any questions a caller may have and then work together toward a solution or a connection to available resources.<\/p>\n\n\n\n

7:55 Free Tax Help<\/strong><\/p>\n\n\n\n

There are a number of organizations that offer free tax assistance for those who qualify. The organizations are aware of tax deductions that you may not realize you qualify for. They can help with the Earned Income Tax Credit as well. 211 Maryland works with the CASH Campaign of Maryland. Using a partner organization like this, taxpayers who qualify get their taxes done for free and get a full refund without worry of fees hidden in the fine print.<\/p>\n\n\n\n

10:51 Fuel Fund<\/strong><\/p>\n\n\n\n

211 Maryland can act as a point person for utility assistance with The Fuel Fund of Maryland. We can help you fill out your application and ensure the process goes smoothly. By dialing 2-1-1, you can also get connected to a partner food pantry.<\/p>\n\n\n\n

11:43 Food Pantry Help<\/strong>
211 Maryland receives a lot of requests for food help, and through our directory of services we can do food referrals.<\/p>\n\n\n\n

12:21 Lyft<\/strong><\/p>\n\n\n\n

Through a partnership with Lyft, 211 Maryland is able to provide round-trip transportation for callers in certain crisis situations. The Ride United program is available in Baltimore City, Baltimore County, Anne Arundel County, and Howard County.<\/p>\n\n\n\n

16:43 Census in Maryland<\/strong><\/p>\n\n\n\n

It only takes a few minutes to fill out the Census. Make sure you\u2019re counted!<\/p>\n\n\n\n

18:30 Opioid Crisis<\/strong><\/p>\n\n\n\n

Through a new grant from Twilio, 211 Maryland is able to help anyone find a drug treatment and recovery program. Text 8-9-8-2-1-1 and the word \u201copioid\u201d whether you or someone you know needs detox or support with addiction.<\/p>\n\n\n\n

One of our call specialists who responds to these calls talks about how this texting reassurance can connect you with the help you need.<\/p>\n\n\n\n

Through a special partnership with Lyft, it\u2019s also possible to get a ride to a treatment center immediately.<\/p>\n\n\n\n

With the right support, recovery is possible. You don\u2019t have to be a statistic.<\/p>\n\n\n\n

20:46 Partner Organizations<\/strong><\/p>\n\n\n\n

211 Maryland has over 14,000 social service agencies in its database. When you call the data nerve center, you\u2019re connected with a person who is ready to listen and connect you with the best programs for your personal situation.<\/p>\n\n\n\n

These agencies are verified at least every year, and often more frequently as funding changes with programs. 211 Maryland has the latest information for food, housing, utility assistance, and so much more.<\/p>\n\n\n\n

If you\u2019d like to partner with 211, click here.<\/p>\n\n\n\n

25:32 Misconceptions about getting resources<\/strong><\/p>\n\n\n\n

So often people think they can\u2019t get help or they may not qualify. That\u2019s a big misconception because help is available. We can help you work through the overwhelm and guide you through the process, even helping you get the right paperwork to qualify for services.<\/p>\n\n\n\n

When you don\u2019t know where to turn, call 2-1-1. There\u2019s a caring person on the other end of the line, willing to listen and help. It\u2019s not just a one-time call. If you want, the call specialists can also follow-up to ensure you\u2019re getting the help you need.<\/p>\n\n\n\n

Transcript<\/h2>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (00:42)<\/em><\/p>\n\n\n\n

Hello, and welcome to what\u2019s. 2-1-1 podcast. And today, we have our special guests, Brandi Nieland, Director of the United Way of Central Maryland, and Elaine Pollack, Information & Certified Resource Specialist for the 2-1-1 United Way Helpline.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (00:52)<\/em><\/p>\n\n\n\n

Welcome everyone. So why are you here? Could you please tell us a little bit about 211 United Way and sort of what your roles are with the organization?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (00:59)<\/em><\/p>\n\n\n\n

Yeah, sure. So 2-1-1 is a number that anyone can dial throughout the state and be connected to a live person to kind of problem solve whatever issue they might be going through, health or human service-related. So they could be calling about not knowing where to get food or maybe having issues paying their electricity bill. And like I said, the person answering the phone is there to be not only an empathetic ear but also to try and talk through whatever issue they\u2019re facing. So my job here is to kind of oversee that and make sure that things are running smoothly and that people can dial in.<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist (01:30)<\/em><\/p>\n\n\n\n

And I am a certified resource specialist, so I do take the calls, and you never know what you\u2019re going to get, but you have to be prepared for kind of anything. And we have a really big database that we can dig into to try and meet the needs of our callers. Okay.<\/p>\n\n\n\n

How To Get Help<\/h3>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (01:44)<\/em><\/p>\n\n\n\n

Okay. And I know you mentioned that folks calling to them and why should someone call or what is your typical type of person that may call 2-1-1?<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist (01:51)<\/em><\/p>\n\n\n\n

Well, the major cause that we get a lot of the times are for utility assistance<\/a> or eviction prevention<\/a>. And so when someone calls 2-1-1, we can get where they live, and we get their zip code. So the resources that we go into, in our database, are based on where they live and who helps in that area. Then we can screen the callers for different types of programs they may qualify for. Some are income-based. Some are just based off the fact that they might have a turnoff notice or an eviction notice. Then we can refer them to where they need to go and prepare them for what they might need to bring. Sometimes going to places, there are lots of documents you need to bring in. If you forget one piece of information, it might take a whole other day out of their lives to go back to that place, to bring back that document, to fulfill the obligation. So we try to prepare them as best we can.<\/p>\n\n\n\n

What To Expect When Calling 211<\/h3>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (2:41)<\/em><\/p>\n\n\n\n

Okay. And so for a typical person in the community that might be calling to 2-1-1 maybe a little skeptical about calling this number, what\u2019s the normal experience like what happens when someone dials 2-1-1, and someone picks up on the other end.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (02:52)<\/em><\/p>\n\n\n\n

So when someone calls into 2-1-1, like I said, they\u2019re going to be asked to kind of identify what they\u2019re calling for. Now. We do have a Spanish speaker on staff, but then we also can connect with them. I think it\u2019s over 200 languages. So language is absolutely not a barrier.
And so what we would do is after being connected with a live person, they would explain their issue. And then, like I said, we would gather some information like Elaine was saying based on like assessing their particular situation. So not only would we be asking probably the income-dependent upon, you know, the service where they live, who might be in their household, what might their social supports be, and then connecting them to the resources that exist within their community to try and solve that problem. But if that doesn\u2019t exist in their community, or we need to take maybe a further step, in some cases, we could even advocate on their behalf by reaching out to agencies to try and find solutions to the problems that they\u2019re presenting.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (03:44)<\/em><\/p>\n\n\n\n

So maybe if there was someone, as an example, who had a utility bill<\/a> and maybe had an oxygen tank in their home, that would be a scary place to be for anyone. And so our job in that would be to ensure that those lights did not get turned off by maybe calling over to legal agencies or other consumer protection agencies to try and stop something like that, where maybe there\u2019s a health risk.

Then we would also, depending again on what they were calling in for, we have some internal programs that we screen people for. So, whether it be like application assistance or documentation gathering. Or maybe like we\u2019re doing right now, I\u2019m screening people and signing people up for free tax prep. So it just depends on what the caller is kind of going through.

But, walking through their particular problem, listening and then answering questions, and then kind of problem-solving together, whether it be through a crisis or maybe what some of us might feel like is more normal day-to-day kind of issues. And then we would ask if we can call them back and if that\u2019s not okay that\u2019s all right with us. But, more so to just check on them and see if they got what they needed. We would encourage them to call back. Like I said, we are 24\/7. I encourage them to call back anytime.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (04:48)<\/em><\/p>\n\n\n\n

Okay, and so do individuals who are calling in, are the folks that are answering the calls, are they social workers? Are they case managers? How would you describe the folks that are answering the calls?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (04:57)<\/em><\/p>\n\n\n\n

So everybody in the call center, and actually, I like to call it a helpline. It\u2019s not your typical call center and like the work that some of our, like BGE or like a Verizon or Comcast, when you call. You get to a call center, you know. They do like it to think of it as a helpline cause it is more than just providing a number. And it\u2019s because, to your point, of the folks that we hire.

So everyone in the helpline has at least a bachelor\u2019s degree. Most of them have master\u2019s, and we have a couple of licensed social workers on staff. Everyone has a pretty strong background in like social work counseling and psychology. I think for every eight people we interview, it\u2019s one we hire because we\u2019re looking for a very particular type of person. We don\u2019t use scripting. When you\u2019re talking to a person, you\u2019re talking to that individual. We want everyone to feel like because it is true that you\u2019re having a genuine open and anonymous conversation. That\u2019s completely confidential with someone that really does care. We\u2019ve been very lucky for all of our team members, and I really do believe that everyone has a stake in what happens to the callers. Like I said, we have pretty longevity, like no one really leaves once they start with us because they really do believe in the mission and the people that we serve.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (06:02)<\/em><\/p>\n\n\n\n

And so I know that folks can also call, but there are other ways to connecting with a resource specialist or call specialist with 2-1-1 besides calling in.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (06:09)<\/em><\/p>\n\n\n\n

So there are lots of ways that you can connect with 2-1-1. So you can dial the 2-1-1 number from wherever you\u2019re standing. You\u2019ll be connected with somebody through there, but if you don\u2019t feel comfortable with that, you can also go onto our website \u2013 211md.org<\/a> We also have email. So if you send your email (info@211MD.org<\/a> \u2013 please include your zip code) and we\u2019ll either respond back via email or call you back.<\/p>\n\n\n\n

We try and make two and one as accessible as we can to people to kind of meet people where they are in their comfort level of. I think it\u2019s hard sometimes having to talk about your problems so openly with strangers, and we want to make it as comfortable as possible for folks that we can kind of help guide them. The social service system can be really confusing and a little bit disjointed. And our job is really to help you figure out how to best utilize your internal resources because a lot of people have the strength within themselves, but then also look externally to what actually exists out in the community.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (07:12)<\/em><\/p>\n\n\n\n

So it really helps someone to be so their own advocate, you know, calling and being able to find the resources that they need.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (07:17)<\/em><\/p>\n\n\n\n

Absolutely. That\u2019s kind of the first step is we want to empower people to have the tools to help themselves. But then it\u2019s also like I said, it is very confusing sometimes, and we\u2019re sort of the experts in that field. And so when people aren\u2019t sure who to ask the questions to, or might be embarrassed to ask the questions to. We\u2019re there to answer those types of things. So I know a lot of people when they call, and they say things like this is my first time ever needing help, or I\u2019m embarrassed to be calling. And there\u2019s just really no reason for that because I get what they\u2019re saying, but we\u2019re there a hundred percent to be by their side and be their cheerleader during the process of trying to kind of get out of whatever issue that they\u2019re facing.<\/p>\n\n\n\n

Free Tax Help<\/h3>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (07:55)<\/em><\/p>\n\n\n\n

That\u2019s great. I also understand that your office has some really cool partnerships to support folks in Maryland. Can you talk a bit about some of the partnerships that you have?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (08:03)<\/em><\/p>\n\n\n\n

Absolutely. So right now, we\u2019re about to be utilizing. We have a couple. I guess I\u2019ll start actually, let me start with taxes since it\u2019s kind of a right now moment, right?<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist<\/em><\/p>\n\n\n\n

So we are partnered with the CASH Campaign of Maryland<\/a> to help. We\u2019re signing people up for appointments for free tax preparation throughout Baltimore City, Baltimore County, and Howard County. And so someone will call, and it\u2019s for any individual or joint filers who make $56,000 or less a year. And so that is one of the partnerships that we have had for how many years?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland<\/em><\/p>\n\n\n\n

Oh my gosh. I\u2019m not sure.<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist<\/p>\n\n\n\n

So people know each year, and they trust it, and they can call us back. And they know each year that they can go somewhere locally to them to get their taxes filed for free from professionals who are trained.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (08:51)<\/em><\/p>\n\n\n\n

What I really like about that, just to kind of go off of that. What you\u2019re saying is that we\u2019re sending them, like you said, to professionals. But, it\u2019s also, there\u2019s not going be any predatory practices when they\u2019re getting their taxes, and there\u2019s not going to be any like the advances on your supposed tax refund, which kind of gets people stuck in a bind. They\u2019re also there to help people fill out FASFA, open savings accounts.<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist<\/p>\n\n\n\n

They do a lot of good screening for any type of tax deductions that they might otherwise not realize that they qualify for.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland<\/em><\/p>\n\n\n\n

And it\u2019s free.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland<\/em><\/p>\n\n\n\n

That\u2019s completely free. And if you make over the $56,000 threshold, it doesn\u2019t mean that there aren\u2019t free taxes out there for you.<\/p>\n\n\n\n

I\u2019ve been with them for 10 years. I have never paid for my taxes. And neither should you.<\/p>\n\n\n\n

You can go to the website, myfreetaxes.com<\/a>, and it\u2019s for anyone. And it\u2019s a hundred percent free, as long as you feel comfortable doing your taxes online. And if not, AARP<\/a> has a site locator, and they don\u2019t really have strict guidelines around income. So most people do qualify for that as well. And to find out kind of where your site might be, you might want to call 2-1-1, and we can point you in the right direction.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland  (09:53)<\/em><\/p>\n\n\n\n

Do you find that folks identify, you mentioned that they identify monies that they could be eligible for, especially with the Earned Income Credit. Are folks really familiar about that? Or do they really help a lot of individuals identify, you know, extra funds that they can find with that particular credit?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (10:06)<\/em><\/p>\n\n\n\n

Yeah, I think it\u2019s interesting because I think a lot of people are familiar with the idea of the EITC the Earned Income Tax Credit, but they don\u2019t really understand what it, or when it is. So I think there\u2019s good marketing around that. It\u2019s out there, but because people do call us asking for that credit, but as you know, it does get applied like when you\u2019re applying for your taxes. So they are looking for anything, that anyone might be eligible for including and especially the EITC.<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist<\/em><\/p>\n\n\n\n

There\u2019s a renter\u2019s tax credit, the child tax credit, the homeowner\u2019s tax credit, the homestead credit. There\u2019s tons.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland<\/em><\/p>\n\n\n\n

There\u2019s money getting left on the table. And so what\u2019s lovely is that the CASH Campaign of Maryland really does screen pretty heavily for all those things, to make sure that people are getting the money that they deserve and should be there.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (10:48)<\/em><\/p>\n\n\n\n

So if you\u2019re unsure, call 2-1-1. Yes!<\/p>\n\n\n\n

[Editors Note: Find free tax help<\/a> for seniors and other individuals from a nonprofit near you]<\/p>\n\n\n\n

Fuel Fund<\/h3>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (10:51)<\/em><\/p>\n\n\n\n

So that\u2019s one of our ones that are going on right now. We also partner very closely with the Fuel Fund. So the Fuel Fund of Maryland<\/a> serves, I believe it\u2019s just, uh, BGE customers. What we do with them is we kind of act as a direct connection line. So if people\u2019s lights are off or they have maybe like I mentioned earlier, maybe an oxygen tank or special medical equipment in the home, but also just generally off, we can make a direct connection to the Fuel Fund, and fill out their application for them. And then kind of act as almost a point person through that process to ensure that it is going smoothly.<\/p>\n\n\n\n

We have a couple of relationships like that with certain agencies out in the community. Our relationships with our community partners are just really important. I think that it serves to provide better service to the people that call 2-1-1. We are very knowledgeable about what exists, but then because we are such a long-standing service, we know the people that run these programs, and we have personal relationships with these folks.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (11:43)<\/em><\/p>\n\n\n\n

So sometimes when we do need to make those phone calls, we already know who to call or might have kind of an access point for them to go through as opposed to some of the normal channels when there\u2019s emergency situations.<\/p>\n\n\n\n

Food Pantries<\/h3>\n\n\n\n

We also, as another example with like food pantries, we get a lot of requests for food pantries, and we do the food referrals needed. So once again, it\u2019s a direct connection for guaranteed food access. These kinds of partnerships and agreements that we have sometimes just MOU\u2019s in place. It just causes better outcomes for the people that are calling in so that when they call in, they can know that they\u2019re getting good information from someone who\u2019s very knowledgeable, who knows the right people and can, in some cases, fast track that process.<\/p>\n\n\n\n

Lyft \u2013 Ride United<\/h3>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (12:21)<\/em><\/p>\n\n\n\n

Okay. What is your Lyft partnership? Okay,<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (12:24)<\/em><\/p>\n\n\n\n

So the Lyft partnership it should be restarting very soon. I would say probably next month. What it is is we\u2019re providing transportation. One round trip for people in Baltimore City, Baltimore County, Anne Arundel and Howard County for different kinds of reasons. We actually got a grant. Uh, it started with the United way worldwide and partnership with Lyft<\/a>. And then we\u2019ve also received funding from individual donations.
General Motors has also provided quite a bit of money in order for us to be able to provide this kind of transportation for gap services. So if someone, as an example, needs to get to a job interview, but to their unfortunate luck, their car\u2019s broken down, we can give them that round trip bridge to that job interview. We can do anything underemployment, anything under food-related, they need to get to the grocery store this one time they need to go and apply for WIC or SNAP, something like that.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (13:16)<\/em><\/p>\n\n\n\n

We can also help with applying for other benefits. So if they need to get down to the department of social services to get help with their eviction notice, we can pay for the round trip, right for that, and anything medical related. I think that becomes really hard, especially sometimes for our older population who might not have the support like they used to, or don\u2019t have access to a car, to get to maybe medical appointments. We recently had a caller. It was a gentleman who, had a, I think she was like 12 years old. She had over 104 fever, but didn\u2019t want to call an ambulance for something like that. So that would be another example. So anything around food, anything around medical,<\/a> employment<\/a>, financial, we can offer a one-time round trip ride for a household to take advantage of. It\u2019s not going to be the end-all be-all answer to the transportation gaps that exist within our communities, but it is a good stop-gap for those emergent needs that sometimes crop up without you really being able to plan for it.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (14:15)<\/em><\/p>\n\n\n\n

Right. So that really fills a need in case of an emergency. And so with, you know, with, I\u2019m sure limited funding with that program, how is there ways that the community can help support that effort?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (14:24)<\/em><\/p>\n\n\n\n

Yes. So they can go to UWCM.org, and there is a donate location on the 2-1-1 landing page for the Lyft program. It is something that we need right now. The average ride is going to be $18.50. So that will provide one ride to somebody. Yes, but it depends on the need. So, like as an example, and it also depends on the location. So let\u2019s say you\u2019re talking Baltimore City and you need to get to a food pantry. The cost of that ride will be smaller because food pantries are located in your community. So the cost of the ride will be shorter. Then there are times where if you maybe in a more rural community need to get to the one Department of Social Services that could be 20 miles away. And I think it kind of the cost is we average it, but if you start to talk per need, it depends. Medical is also a little cheaper. The employment one is also a little higher. Right now, the number one reason people are calling us for rides, is medical, followed by employment and then food. So yes, if you would like to donate, please do it is a, it is, uh, it does make an impact. I think we\u2019ve helped a lot of people out of binds by having that special fund.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (15:34)<\/em><\/p>\n\n\n\n

Yeah. So definitely, if someone is looking to fill a gap in the community financially, I mean, this is a way to help support someone in an emergency in your office. I\u2019m assuming it does all the vetting of the folks who were calling to ensure that they get to where they need to get to, but also that they are going to where they say they\u2019re going,<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (15:48)<\/em><\/p>\n\n\n\n

It\u2019s kind of neat. If you\u2019ve ever used a Lyft app. I don\u2019t have a car so I use the Lyft app often. It looks just like it so we can watch the car\u2026Maybe like two months ago there was, a woman\u2026.who was leaving a domestic violence relationship. As she was leaving, her partner had showed up. The Community Resource Specialist was very worried in that moment about what might happen. Kind of like a mother watching over her child, as she described it. She watched the woman, like she was on the phone, but she watched her get in the car and then like the little dot go to where she needed to go. And she watched it the whole way to make sure that nothing interfered with getting to where she was actually, to get to her daughter to move out of state.<\/p>\n\n\n\n

Census<\/h3>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (16:43)<\/em><\/p>\n\n\n\n

That\u2019s great. Yeah. That\u2019s definitely a powerful story. I know there\u2019s been a lot of talk around the centers is, uh, you know, any way helpline do anything.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (16:51)<\/em><\/p>\n\n\n\n

Absolutely. We talked to last year, I think it was a little over, it was about 108,000 people just in the central Maryland area alone. And so, the census reached out to us, and we were able to partner with them because we have such a strong reach, especially in the undercounted communities. The Census doesn\u2019t seem like a big deal, but that is how funding streams into underfunded communities. So, I know that sometimes there were some fears around what it is, but we have to be counted in order for the government to make decisions around like where the money goes. And so we are doing outreach. It\u2019s kind of, it\u2019s on our phone. When people call, they\u2019ll hear a message about it. They can also talk to someone over the phone about it as well.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (17:34)<\/em><\/p>\n\n\n\n

And, you know, you guys should all be receiving stuff in the mail pretty soon about being counted and going online to make sure that you are counted.<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist (17:41)<\/p>\n\n\n\n

This is the first year ever in history that you can do your Census online. Another facet of my role at 2-1-1 is also to do some outreach where I get invited into smaller community like church health fairs or community health fairs, back to school events, and things of that nature. And I get to hand out some literature to those who are coming to the 2-1-1 table to find out about 2-1-1, and also to give out that literature to encourage people to be counted for the Census this year.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (18:11)<\/em><\/p>\n\n\n\n

So great. So folks who do receive information in the mail, but are unsure about what it is, or if it\u2019s real, real document, you know, just call, call 2-1-1<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (18:20)<\/em><\/p>\n\n\n\n

Well, and also, the librarians at every local library have been trained now to help folks who want to do it online at the library that can guide them to at anyone\u2019s local library.<\/p>\n\n\n\n

Opioid Epidemic<\/h3>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (18:30)<\/em><\/p>\n\n\n\n

That is great information. And so we know we\u2019ve heard a lot of stories around the opioid epidemic and how it\u2019s affecting many lives in Maryland. And so, what is 211 doing to sort of help support, support that?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (18:42)<\/em><\/p>\n\n\n\n

Sure. So we, we recently, as a system, received a grant from Twilio<\/a> to promote and set up opioid texting. So what that does, \u2014 It\u2019s going to be 8-9-8-2-1-1 \u2014 and then you text the word \u201copioid.\u201d It\u2019s really for people who are interested in maybe recovery, in looking towards recovery, people who are in recovery or friends and family of those currently suffering from addiction. And so people can text in that number and then it\u2019s posing you with a couple of questions. Like if you want to learn more about what resources are out there or how, what you could do to help your family member or where there\u2019s even like disposal sites for opioids. So there\u2019s also an option to sign up for almost like texting reassurance.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland  (19:29)<\/em><\/p>\n\n\n\n

So, maybe as you\u2019re going through that process of recovery, knowing you\u2019ll be getting text messages about, you know, reminding you about an appointment or like making sure that you\u2019re going and encouraging you to go and keep up the work that you\u2019re doing. And at any point, you can engage with somebody via text to maybe talk about what situation you\u2019re in. So there is a live person on the other side of that as well. So we\u2019re trying to get that information out by we\u2019re going to be papering the community pretty soon and kind of those locations where we think people might need it. Then, you know, promoting it kind of through these channels to make sure that we get the word out. We also, when people dial into 2-1-1, there\u2019s one question before you kind of talk to people.

We\u2019ve also partnered with one of the crisis centers that also got a Lyft grant so that when they call, and maybe they want to do inpatient or outpatient or whatever it might be, but if they have an emergent need in that moment, they can also send a Lyft ride to the person right then and there on the spot and take them to the treatment center.<\/p>\n\n\n\n

Partner Organizations<\/h3>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (20:46)<\/em><\/p>\n\n\n\n

That\u2019s great. And so the reassurance texts that\u2019s for someone who is in a substance use crisis, but it just provides that positive reinforcement for them really to help them keep going right at that. That\u2019s great. That\u2019s really great for folks. So how do you work with, you mentioned nonprofit communities and faith-based, like how do you work with these other nonprofits and faith-based organizations?<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist (21:05)<\/em><\/p>\n\n\n\n

Well, like I had mentioned, there\u2019s a lot. Sometimes we do them each year. Like the Ben Center. The Benjamin Franklin High School has Ben Fest each year, which I love going to that one each year where local community resources come out and represent. So it\u2019s something to look forward to each year. And then once there, there\u2019s a lot of networking with the other nonprofits that are usually in our database, but sometimes aren\u2019t. It could be just a church and maybe hearing about 2-1-1 for the first time, which I\u2019m still mind boggled. How many times I go to these, I\u2019ve never heard of 2-1-1. Well, we\u2019ve been around, but I\u2019m spreading the word, and then realizing how wonderful a resource it could be to their immediate communities to get connected to resources and to help dot, you know, connect the dots and how to get help. So, we would just, you know, usually, it would be just setting up a table at an event, or sometimes we\u2019re invited to speak, you know, to some community neighborhood associations or other nonprofits who want to hear about what 2-1-1 has to offer and how maybe even sometimes they can get.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (22:11)<\/em><\/p>\n\n\n\n

Okay. And so, and you mentioned the database\u2026that provides resources and services.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland  (22:18)<\/em><\/p>\n\n\n\n

Yeah. So I think we have around, I want to say 14,000 records at this point. It covers everything in the state of Maryland plus a couple of national ones. We want it, and it really ranges from the very localized small food pantry on the corner, all the way to like maybe a national hotline and everything in between. So when people call, they can, and plus those resources are vetted. So it\u2019s not just because it exists. It is in the database. So every year, we\u2019re contacting them, making sure that the resource is up to date. We also have some of the more like sensitive information like funding is in or out right now. So maybe don\u2019t call right now because they are out of funding.

We also update around like summer camps<\/a> and holiday assistance, some more of those fragile resources that change at the drop of a hat. Like I said, we also have a team of people keeping the database<\/a> up to date.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland  (23:11)<\/em><\/p>\n\n\n\n

So the information that we are giving is the best information and then to make it even better. And I think one of our strengths is that the community works with 2-1-1. So we are partners with the people that we serve and that when they say, well, no, that number is not right or no that place isn\u2019t doing that anymore. Or even sometimes I love it when they\u2019re like, there\u2019s this new place that you guys should check into. So we flagged those resources, and we have it like I said, the team of people that follow up on that information, so that we can keep it as fresh as possible. And we\u2019re always adding new resources to the database. It\u2019s, constantly growing. A living kind of thing that we\u2019re really proud of it. Yeah.
I love when we find something new to offer people like just on the ride here, I might pass a church that says food pantry, and I\u2019m like taking a picture. And I was like, well, cause the food pantry here, do we have a market here? Elaine identified three new resources. Not even kidding. We did it in the hallway upstairs. There was like a Howard County food pantry. I was like, and she was like, do we have that? She\u2019s like a snap.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (24:06)<\/em><\/p>\n\n\n\n

So with any organization that may not be a part of the 2-1-1 database or government or faith-based and they want to be a part of 2-1-1. Can they just go somewhere? How would they be able to give you information about the resources that they have?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland <\/em> (24:20)<\/p>\n\n\n\n

So they just go on to 211md.org and there is a new agency kind of form on there<\/a>. Or if that doesn\u2019t work for them, for some reason, they\u2019re more than welcome to dial 2-1-1 and just request to be added. I\u2019m like, so you can talk to anybody and we\u2019ll get it to the right person.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (24:35)<\/em><\/p>\n\n\n\n

Okay. And I know that\u2019s important because the resources that you do have in the database are only as good as the organization and partnerships that have information that you get.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland  (24:43)<\/em><\/p>\n\n\n\n

A hundred percent. And we try, and we do some emails and faxes, but we really do try to speak to each one of these organizations. Again, I think that speaks to the relationships that we do build with the organizations over time. So they know that Leticia is going to call them every year and they\u2019re going to ask, and they\u2019re going to chat about what\u2019s going on in their particular agency.
So it does really help to have that personal connection, which I think sometimes it\u2019s undervalued. And I think that that\u2019s what shines most about 2-1-1 is that it\u2019s not just like this transactional conversation. And I think that it\u2019s, it really is like a personal touch. And like, it\u2019s, you\u2019re talking to a person. There\u2019s a lot of care behind it.<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist <\/em>
Lots of changes over a year, like people in positions change, address change. So it\u2019s important to keep that, keep that as fresh as we can.<\/p>\n\n\n\n

Misconceptions About Getting Resources<\/h3>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (25:32)<\/em><\/p>\n\n\n\n

And so what are some maybe misconceptions about, you know, getting resources and services in the community or, you know, being able to call an organization to find help. Because sometimes folks may feel like, you know, I may not get the help I need or, you know, no one\u2019s out there for me. What are some misconceptions do you think that\u2019s out there that folks should know shouldn\u2019t be afraid of?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland  (25:54)<\/em><\/p>\n\n\n\n

Hmm. I would say, that people are there to help. I think sometimes a lot of these agencies are overwhelmed and that translates \u2013 intimate communication. I would say that there is help for everybody not just under a certain income limit. I think a lot of people think, well, you know, I\u2019ve never been here before. I have, you know, I have a job that pays well. I shouldn\u2019t need help, but that\u2019s just certainly not true. I think that people in themselves need to be okay with accepting help. There is help out there. And I think 2-1-1 is a great place to start. I think that\u2019s sort of where our, our, our spot is, is not knowing where to turn to and you can always call us.<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist <\/em><\/p>\n\n\n\n

And I think each person that calls has a story and that\u2019s why we\u2019re good listeners too. And every time, everything that someone says, it might not be a financial need, but we can see when we listen to their stories, what to her things can be juggled here or there? What, can we offer to something that they didn\u2019t think about that might change something that there is on the front of their mind? Like if it\u2019s a utility bill, but they\u2019re worried about their rent. You know, if one of those things can get helped out, then it opens up possibilities for other aspects.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland (26:40)<\/em><\/p>\n\n\n\n

We do follow up every year, just to check-in, to see how the services are going. Are people getting what they\u2019re needing? No matter what happens in their call, maybe they didn\u2019t maybe the services that they called, they didn\u2019t end up using, or someone else, maybe a friend or family member took care of that for them. No matter what happens in the call, they always say, but I really felt listened to. And I, to Elaine\u2019s point, I think that really does make a difference. Like I said, we really try and make this a genuine experience for people it\u2019s important for people to be, being felt and heard.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (27:35)<\/em><\/p>\n\n\n\n

Right. And so, you know, 2-1-1 United Way helpline is a nonprofit entity<\/a>. And so if the, you know, that takes funding and to do a lot of the work, great work that you all do. So if there are individuals who are out there in the community that want to help financially and help support the great work that you are doing, how does someone do that?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland <\/em> (27:51)<\/p>\n\n\n\n

We are housed within United Way. So they would go to UWCM and donate to 211<\/a>. But, you know, time is also very valuable. And so if anyone ever wants to volunteer, we also love having volunteers. We certainly, uh, uh, all hands on deck approach. And so if you wanna volunteer, you can also dial 2-1-1, and whoever you speak to just seeing if say you want to volunteer and they\u2019ll get you connected.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (28:16)<\/em><\/p>\n\n\n\n

Great. Is there any other social media links, or other things that, you know, we want to share with folks that part of the website is the best way to really get it?<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland  (28:26)<\/em><\/p>\n\n\n\n

Yeah. I mean, you can follow us on Facebook<\/a>. There is, Twitter<\/a>. I think we also have the United Way of Central Maryland<\/a> so you can follow us on social media as well. Okay.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (28:38)<\/em><\/p>\n\n\n\n

So is there, is there anything else as we are closing that, you know, you want Marylanders to know about 2-1-1 and the great work and the great people that you have with you,<\/p>\n\n\n\n

Elaine Pollack, Information and Certified Referral Specialist (28:46)<\/em><\/p>\n\n\n\n

Don\u2019t be afraid to call. Even if you have a question, don\u2019t be afraid to give that number out to someone. It\u2019s just 2-11. It\u2019s one call away to answer lots of questions that someone may have and potentially be of great help.<\/p>\n\n\n\n

Brandi Nieland, Director of the United Way of Central Maryland <\/em><\/p>\n\n\n\n

Yeah. Agreed. I think the takeaway is. I think people should know 2-1-1 is for everyone. It\u2019s not limited to people who just have children. It\u2019s not limited to just people who are under a certain income. It really is for everyone. And we get questions and calls from everybody under the sun, and we\u2019re happy to take them. So I think everyone just keep 2-1-1 in the back of your pocket. When in doubt, call 2-1-1.<\/p>\n\n\n\n

Quinton Askew, President\/CEO of 211 Maryland (29:21)<\/em><\/p>\n\n\n\n

2-1-1.. And we\u2019ll just thank you both again for coming out. So again, we have Brandy Nieland, Director of the United Way of Central Maryland and Elaine Pollack, Information and Certified Resource Specialist. So thank you.<\/p>\n\n\n\n

Voiceover (29:31)<\/em><\/p>\n\n\n\n

Thank you for listening and subscribing to What\u2019s The 2-1-1 Podcast. We are here for you 24\/7\/365 days a year, simply by calling 2-1-1. Also, connect with us on Facebook<\/a> and Twitter<\/a>. We are Dragon Digital Radio<\/a>.<\/p>\n\n\n\n

Show Links<\/h2>\n\n\n\n

Energy Assistance: Fuel Fund of Maryland<\/a><\/p>\n\n\n\n

Ride United<\/a>: Learn More or Donate<\/p>\n\n\n\n

Tax Assistance: CASH Campaign of Maryland<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

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