2-1-1 is the national abbreviated dialing code for free access to health and human services Information and Referral. 2-1-1 is an easy-to-remember and universally recognizable number that makes a critical connection between individuals and families seeking services or volunteer opportunities and the appropriate community-based organizations and government agencies. 2-1-1 makes it possible for people to navigate the complex and ever-growing maze of human service agencies and programs. By making services easier to access, 2-1-1 encourages prevention and fosters self-sufficiency. It also is hoped that it will reduce the number of non-emergency calls inappropriately made to 911.

Why Do We Need 2-1-1 In Massachusetts?

Often people can not easily access the information or service they need because they do not know whom to call. There is no simple way to remember the name or number of the local service access point. The creation of 2-1-1 has changed that.

Within the Commonwealth there are literally thousands of phone numbers for health and social service programs, government offices, community organizations, volunteer referral centers, donation clearinghouses, educational systems and neighborhood groups. There are over 100 comprehensive and specialized Information and Referrals (I&Rs) in the Commonwealth, each with its own name and 10 digit phone number.

Relationship With EOHHS...

Mass 2-1-1 has an existing relationship with Executive Office of Health & Human Services for the development and use of the “Resource Locator”, a statewide database.  The following agencies have been working partners on 2-1-1 development and involved with data collection for the 2-1-1/EOHHS statewide database: Community United Way of Pioneer Valley, United Way of Central Massachusetts, Brockton Area Multi Services, United Way of Greater Attleboro-Taunton, Barnstable County Dept. of Human Services, United Way of Merrimack Valley and the United Way of Massachusetts Bay.  Northern Berkshire Community Coalition and Hampshire Community Action Commission contributed during the early database development phase. Mass 2-1-1 recently met with the Undersecretary of EOHHS, Fred Habib and some of his staff to discuss the future of our relationship. As a result EOHHS has agreed to continue and enhance it’s support of the “Resource Locator” including the upgrading of the software. It was agreed that our relationship was mutually beneficial and that we would work over the next few months to find ways to expand and enhance our relationship. The financial investment this represents on the part of EOHHS is over $200,000 for fiscal year 07.

Relationship With MEMA...

The Massachusetts Emergency Management Agency (MEMA) and the Council of Massachusetts United Ways (COMUW) have agreed to utilize Mass 2-1-1 as the Commonwealth’s primary telephone information call center during times of emergency. The easy to remember 2-1-1 telephone number will be utilized as a resource for human service and public safety/disaster response and planning agencies.  It was designed, in part, to reduce the number of non-emergency calls made to 9-1-1. 

This new partnership will offer citizens the opportunity for ‘one-stop-shopping’, with access to vital updated disaster information, numerous post-disaster programs, interpreter services, and call tracking of caller locations.  Mass 2-1-1 will also have the ability to act as the registration site for spontaneous volunteers and donations from the public during an emergency or crisis. 

Mass 2-1-1 was created by The Council of Massachusetts United Ways on behalf of 22 local United Ways serving every community of the Commonwealth.  Seven years ago, COMUW embraced the national 2-1-1 program, as established by the Federal Communications

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