Tell Your Legislator about 211
211 is a vital service that provides individuals across Pennsylvania with access to crucial resources and assistance. Available 24/7 through phone, text, webchat, and an online database, 211 connects people to the help they need when they need it most. Each year, the demand for PA 211 services continues to grow, but financial support has not kept pace.
That’s why the United Way of Pennsylvania and PA 211 are urging supporters to contact their state legislators and advocate for increased funding. By sharing how 211 has positively impacted individuals and families, we can ensure continued support for those in need. Your voice can make a difference in securing additional funding to keep this essential service running efficiently. Help us reach our goal by sending a message to your legislator today.
How 211 is Helping Pennsylvanians
211 is a vital service leveraged by millions of people across North America. Every day, clients contact 211 to access free and confidential crisis and emergency counseling, disaster assistance, food, health care and insurance assistance, stable housing and utility payment assistance, employment services, veteran services, and childcare and family services.
No matter the situation, the specialists at 211 listen, identify underlying problems, and connect people in need with resources and services in their community designed to improve their lives. In 2021 alone, PA 211 answered more than 300,000 calls, texts, and chats in Pennsylvania, and people connected to resources on the web over 530,000 times.
PA 211 connected Pennsylvanians to help over 1 million times since the start of the pandemic. For a summary of PA 211’s response to the COVID-19 crisis from March, 2020 through December, 2021, have a look at our COVID-19 response 2021 data summary. To look back at community needs and our response to the COVID-19 crisis in 2020, check out our 2020 interactive data page.
211 Counts
Each year, millions of Americans call 211 for assistance with basic needs like food, housing, and emergency services. 211 Counts is an innovative tool that offers real-time, searchable data from 211 call centers across the country.
This platform provides community leaders, service agencies, and policymakers with a snapshot of specific needs by ZIP code, region, or call center. The ability to track trends and compare data helps inform decisions on resource allocation and policy-making. PA 211 actively collaborates with 211 Counts to ensure that this information is accessible and useful for improving support systems across the state. To explore 211 Counts and see the latest data visit pa.211counts.org.
How is the data collected?
Across the U.S., 211 call centers handle millions of calls every year. Call centers provide aggregated data about the calls to 211 Counts, which systematically tracks and summarizes callers’ needs.
What does “Total Calls” mean?
“Total Calls” and “Total Service Requests,” displayed across the top of the page, reflects all calls and service requests to the call center during the selected time range and for the selected geographical area. One caller may request more than one service.
Does 211 Counts track all of those calls?
211 Counts offers data about the top requests — the most important basic needs of callers, such as food, shelter and clothing. 211 Counts displays most of the remaining requests in additional categories or in “Other”.
Can I get more specific data?
Yes. Clicking on a category enables the user to view categories , and their percentage or total count of calls within the category.
Can I display the data by location?
Yes. Data from each call center can be shown by ZIP Code, County, Congressional district, state House district, state Senate district and region. The location you select at the top of the dashboard will be displayed on the map below. Click on “all” to display all of those locations within one grouping (e.g., counties) on the map; hover over each location for the data.
How are the locations and their data determined?
U.S. Census maps are used for all locations except “region.” A region is a group of ZIP codes served by a call center; some call centers serve more than one region. Request data are collected for each Census ZIP code (which may differ from the U.S. Postal Service ZIP code). The data for each ZIP code are assigned to each of the locations on the dashboard. To avoid duplication, call data from each ZIP code is displayed in only one location in each grouping (e.g., a Congressional district) A ZIP code that spans more than one location area is assigned to the one that includes that ZIP code’s geographic center.
What do the colors on the map indicate?
The rate of a particular type of call is expressed per 1,000 adults living in that ZIP code, reflected on the map of data. Each ZIP code is colored to reflect a “high,” “intermediate” or “low” rate of calls compared to others in that region. When “all” regions are viewed on the map, the colors reflect the comparative call rates for all regions of a call center.
Is other community information displayed?
Yes. U.S. Census data on population, poverty, unemployment, rental housing and education can be viewed.
How far back does the data go?
It varies by call center. Data from some centers is available as early as 2013. Use the custom date field to display that data.
Are there ways to learn more about how to use 211 Counts?
There is a video tutorial available on YouTube.
I love your site! How can I share it?
Links to social media and other ways to share the date are displayed in a column on the left side of the dashboard.
Why is the category count different than the total of its subcategory count?
Coding procedures differ between call centers. Some centers may code a request broadly, such as “utilities,” while other centers may code a similar request more specifically, such as “electric”. “Electric” will fit within one of the 211 Counts subcategories while ‘utilities’ will not.
If you have more questions about 211 Counts, please contact us.
Interested In Promoting PA 211 in Your Community?
If you’d like to spread awareness about PA 211, we provide various promotional materials and resources for community outreach. You can use our pre-written content for email blasts, newsletter articles, and social media posts to help inform your network about PA 211’s services.
Additionally, we offer regional contact center maps, graphics explaining when to call 911, 988, or 211, and other educational resources. If you need physical promotional materials such as posters or wallet cards, you can place an order with us starting in April 2025.
Your efforts help expand PA 211’s reach, ensuring more individuals can access essential resources.
Are You A Provider?
If you represent an agency that would like to be included in the PA 211 database or need to update your information, visit our Providers Page. Ensuring accurate and up-to-date resource listings helps PA 211 connect people to the right services quickly and effectively.
By joining PA 211, your organization can reach more individuals in need and become part of a trusted network of support services. PA 211 is a proud member of InformUSA, a national collaboration dedicated to enhancing access to vital community resources.
