While a local call center for information and referral services has closed, Bartholomew County’s United Way 2-1-1 service isn’t going anywhere.
That’s what United Way of Bartholomew County Executive Director Mark Stewart emphasized after confirming that local 2-1-1 calls have not been answered by Columbus volunteers since May 9.
Those calls are now being handled by professionals in other Indiana communities who have the same data regarding Columbus-area resources that the local office used, Stewart said.
While four employees lost their jobs when the agency closed, two have already secured other positions and the United Way is using its resources to find new jobs for the other two, Stewart said.
Although the 2-1-1 office served as a clearinghouse for holiday giving programs, Stewart said the United Way will be able to provide the same service that ensures donors that no individual or family is seeking duplication of help from multiple charities.
The decision to close the local call center was part of a statewide initiative enacted by the Indiana 2-1-1 Partnership, Inc. to become more cost effective — and not one made by the United Way, long-time Bartholomew County 2-1-1 administrator Alicia Monroe said.
But like Stewart, Monroe stressed the public should not be able to tell any difference in quality of service when they call 2-1-1. The calls result in Hoosiers being connected to a variety of health and human services ranging from food pantries and support groups to legal aid and health care.
Last year, Indiana 2-1-1 identified the top needs for Hoosiers as utilities, housing, food, health care and education.
For a number of years, the Indiana 2-1-1 service has been developing a statewide data base. Due to evolving technology, several local 2-1-1 calls have been handled for the past two years by people far from Columbus, Stewart said. Likewise, staff at the local call center have been assisting individuals residing in other regions of the state, he said.
In May, 2018, a call center in Howard County that also served Miami and Tipton counties was closed and calls there are now handled through the statewide data base.
Now, Indiana 2-1-1 is preparing to eventually direct all statewide calls through two call centers, Stewart said. Monroe has been given the title of director of special projects to ensure there is a smooth transition to a statewide system, Stewart said.
A smooth transition includes ensuring that the statewide database is updated immediately when changes emerge, such as enacting new hours at a hot meals site, Stewart said.
The streamlining of the 2-1-1 system has been in progress for some time. As of five years ago, there were only nine call centers, including the one in Columbus, that were serving the state, Stewart said.
“We may look a little different now,” Stewart said. “But the United Way remains committed to connecting people with services. It’s critically important to us.”
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Historically, the first informational and referral service in Columbus was First Call For Help, established in January, 1985.
Eventually, that agency became part of the United Way of Bartholomew County, and expanded his services to include linking volunteers with opportunities.
It wasn’t until July 2000 that the 2-1-1 helpline was reserved by the Federal Communications Commission for assistance in finding social and human services information.
The movement was spearheaded by a number of national nonprofits, including the United Way of America.
Before First Call For Help transitioned to the 2-1-1 system in February 2004, the Columbus agency was one of only six such call centers located throughout Indiana.
But that same month, a total of 21 counties followed suit and also became part of the system.
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