More Than a Helpline: How 2-1-1 Connects, Supports, and Strengthens Our Community

Every day, thousands of people across West Michigan face urgent challenges—whether it’s affording groceries, keeping the lights on, or finding a warm place to stay. For many, the first step toward relief starts with three simple numbers: 2-1-1.

As we celebrate 2-1-1 Day on February 11, we want to shine a light on the power of this resource and how, thanks to our generous supporters, it’s doing more than just answering calls—it’s changing lives.

Meeting the Growing Need Across West Michigan

In the past year alone, United Way’s 2-1-1 team has answered 78,373 calls, connecting individuals and families across 15 counties in west and northwest Michigan to essential services. Whether someone needs food, rent assistance, utility support, or transportation, our specialists provide real-time solutions that help people regain stability.

But we don’t stop at making referrals. Through 2-1-1 Loop, an innovative SMS follow-up system, we’re tracking outcomes and ensuring that the support we provide is truly meeting people’s needs. By gathering real-time feedback, we can identify gaps, advocate for better services, and make sure no one falls through the cracks.

A Call That Made All the Difference

Recently, a 74-year-old woman called 2-1-1 after a series of hospital stays left her struggling to pay her electric bill. She had heard about the CARE Program, but funding wasn’t yet available in our community. Without 2-1-1, she might have been left without options.

Instead, our team found another solution, connecting her with Senior Neighbors, a local organization that provides support for older adults. Even when existing programs are at capacity or funding is temporarily unavailable, 2-1-1 specialists go the extra mile to make sure no one is left without an option.

By the end of the call, her fear had turned into relief—she had hope again.

Breaking Down Barriers to Food Access

Food insecurity is one of the most pressing challenges in our region. To meet this need, we launched the Kent County Food Delivery Service in July 2024, ensuring that SNAP-eligible individuals who face transportation barriers can still access fresh groceries.

This program is especially critical in winter months, when road conditions and recent storms have made getting to the grocery store even more difficult. So far, through this initiative:

• 43 households have received Instacart+ memberships, allowing groceries to be delivered directly to their doors.

• 39 individuals have been referred to Health Net of West Michigan for food-related transportation assistance.

For many families, this service means they no longer have to choose between paying the bills and putting food on the table.

Why 2-1-1 is More Than a Helpline

At its core, 2-1-1 is about human connection. It’s about making sure that when someone reaches out for help, they get not just a referral, but a solution. And thanks to real-time data from 2-1-1 Loop, we’re improving service delivery, advocating for critical funding, and making our community’s safety net stronger.

This 2-1-1 Day, we invite you to celebrate the thousands of lives changed through this vital resource.

Want to see the impact of 2-1-1 in action? Click here to view our Kent County dashboard.

💙 Help us continue this work by sharing this post and spreading the word about 2-1-1. Because when we come together, we make sure no one in our community is left without hope.