Through the generosity of our donors, last year United Way’s 211 and the Point (Rhode Island’s aging and disability resource center) handled over 190,000 calls, emails, texts, and walk-ins from Rhode Islanders seeking help, stability and resources.
Any Rhode Islander, regardless of income, is welcome to contact our two call centers. The 211 call center is staffed 24/7, every day of the year. 211 also answers any calls to the Point that come in after business hours. We offer three walk-in rooms and our 211 RV — a mobile resource center that provides office hours at 15 locations and staffs over 250 outreach events annually. 75% of our staff is bilingual and bicultural, providing services in over 200 languages and dialects. Most importantly, we listen closely to what the community tells us, and we use the insights we gain to shape our programs and advocate for what Rhode Islanders need most.
211 is frequently activated to provide reliable information in collaboration with the RI Emergency Management Agency, or with our state partners, such as the Office of Healthy Aging, the Department of Human Services, the Department of Health, and the Secretary of State’s Office. In 2023 alone, we were activated for food box distribution; supported callers during a government shut down; helped people find shelter and report damages during localized flooding events; and helped folks locate COVID vaccine and testing locations, as well as quarantine and isolation centers.
Our call centers also serve Rhode Islanders eligible for Medicare and Medicaid services. In 2023-2024, we received 6,342 Medicare-related calls, and 4371 Medicaid-related calls. Of these, 647 were for Medicare enrollment and 689 were Medicaid applications. Below is a breakdown of the Medicare and Medicaid-related services we provided:
We have more than 20 members on our team, who collectively hold the following certifications: Community Resource Specialist; Aging and Disability Specialist; State Health Insurance Program Enrollment Specialist; Certified HealthSource Navigator; Certified Community Health Worker, Person Centered Options Counseling Specialist, and SSI/SSDI Outreach, Access, and Recovery (SOAR) Specialist. 211 is in the process of obtaining Accreditation from Inform USA –the agency which accredits organizations that demonstrate excellence in information and referral services across North America.
Every call is a story that reflects how 211 provides essential resources to help Rhode Islanders turn their lives around. Take Susan, for example. She came to Rhode Island as an international student with limited English skills and soon discovered she was pregnant with twins. Six months into her pregnancy, she visited our 211 mobile resource center at an outreach event. In pain and feeling desperate, Susan feared she might be forced to leave her host home, facing the real possibility of homelessness.
The community resource officer connected Susan with prenatal care, the Women, Infants, and Children (WIC) program, and several local organizations that could provide essential support during her pregnancy, including clothing and food. 211 also put her in touch with her home country’s consulate office, as she hoped to return home. Sadly, due to her high-risk pregnancy, travel was not an option. With the support she received, Susan was able to stay in her host home.
A few months later, Susan gave birth to her twins, who faced medical complications and required care in the Neonatal Intensive Care Unit (NICU). 211 helped her secure a place at the nearby Ronald McDonald House, allowing her to stay close to her babies during their treatment. After nearly two months in the hospital, the twins were finally discharged. Susan returned to her host family and, eventually, to her home country. She still keeps in touch, grateful for 211’s help.
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