Frequently Asked Questions

United Way 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.

211 does more than “patch people through” to agencies. Instead, 211 specialists are trained to identify and address the root causes of a problem – and connect callers with a wide range of available resources that meet all the underlying needs, not just the one that prompted the call, text, or email.

211 is free, confidential, and available 24 hours a day, 365 days a year.

United Way 211 utilizes LanguageLine Solutions as an interpreter line to assist callers with English as a second or foreign language. When someone calls 211 and needs a translator, a 211 Navigator will add a LanguageLine translation specialist to the call. Our database also includes resources on organizations that can assist callers with in-person translation services in their community.

United Way 211 has several community partnerships, including supporting Cleveland’s 311 Call Center, managing Ohio’s problem gambling hotline (1-800-GAMBLER), streamlining the screening process for utility assistance with CHN Housing Partners, assisting Cuyahoga County and FrontLine Service with their emergency shelter program, assisting veterans in Cuyahoga County through our Help2Veterans program, and working with residents in Cuyahoga County to lower prescription drug costs through the MedRefer program.

When you contact 211, you will reach a professional Community Resource Navigation specialist who will discuss your needs. After asking some questions to help locate programs that best fit your situation, they will search our community resource database, which includes almost 1,700 agencies covering nearly 10,000 unique programs to find available service providers. You and your specialist will then work together to develop a plan, identifying the agencies you can contact, reviewing how to contact them, and discussing any other information that could ensure you get the service you need. Check out the Process section for a breakdown of a typical contact, and to listen to a sample call.

211 is for non-emergency calls related to health and social services. 911 is for emergency calls where fire, police, or medical response is required. 988 provides crisis and suicide intervention.

211 is a free service offered by almost all phone carriers.

If you are unable to reach us by calling 211, or are using a rotary phone, dial 888-508-4211. If you are using a cell or TouchTone telephone, please let the Navigation Specialist who answers your call know that dialing 211 did not work. You will be asked for your area code and prefix (area code + the next 3 numbers of your phone number) to help us identify the problem. Calling 211 works from most cell phones, but your ability to reach us will depend on your location, your carrier/company, and the age of your cell phone. Some businesses may need to remove any internal phone system blocks to use 211. You can also contact 211 by chat.

United Way 211’s Community Resource Database includes almost 1,700 social service, healthcare, and government agencies, covering nearly 10,000 unique programs for residents in Cuyahoga, Geauga, and Ross counties. The database is curated by five professional Content Specialists who contact every agency and program directly to make updates on an annual basis. Updates to the database are available immediately to 211 Navigators.

Callers to 211 can receive information and referrals for:

• Food


• Housing and shelter


• Utility assistance


• Healthcare services


• Government services


• Legal services


• Counseling and support groups


• Disaster aftercare


• Other essential needs

United Way 211’s Community Resource Database includes almost 1,700 social service, healthcare, and government agencies, covering nearly 10,000 unique programs for residents in Cuyahoga, Geauga, and Ross counties. The database is curated by five professional Content Specialists who contact every agency and program directly to make updates on an annual basis. Updates to the database are available immediately to 211 Navigators.

United Way 211 makes no representation with respect to the accuracy and completeness of the contents of the database, and specifically disclaims any implied responsibility for the accuracy of the information provided, including any and all liability for loss or damage. Agencies may be absent from the database due to the inclusion/exclusion policy of 211.

We also reserve the right to prioritize and limit inclusion. Factors such as staffing, funding, and agency participation affect the extent to which all eligible agencies can be included. United Way 211 cannot endorse or guarantee quality for the services and agencies in the Community Resource Database. We neither oversee nor regulate the delivery of their services.

If you would like your agency to be added to our database, please email us. A Community Resource Content Specialist will call you to see if your agency meets our inclusion criteria. We do not generally include for-profit businesses, private practitioners, or retailers. Other restrictions may also apply.