How 211 Specialists Care For the Carers

Jacky is one of the tireless 211 specialists who spends all day navigating systems and finding solutions. Her days are full of answering calls and guiding callers through very difficult situations: power shut-offs, empty fridges, someone needing care. “Of course, what I love about my job is helping people,” she says. “I think of every call as a conversation rather than just a caller. It is a real person that I’m talking to.” That becomes evident as she takes her first call.

The caller gets straight to the point:

I was given this number. We’re behind on our bills and we need help.

The caller’s energy bill had not been paid, and the power was shut off.

Jacky begins with questions. Have you tried any other agencies?  Is there a minor in the household? Yes, a granddaughter, who is 10. Anyone who has served in the military? Yes, a son. Within 90 seconds, Jacky has found a resource that can help with getting the power back on.

It seems like the conversation is over, but Jacky senses that there is something else going on in the home. The caller is a caregiver, and shares that his household is already receiving assistance with food. But Jacky keeps asking questions and she keeps looking. First, at other programs that help with electricity and gas, then to see if there is an agency that works with the granddaughter’s school district. She finds one and reads off the details, promising to email that information as well.

Jacky is still looking through a list, and over the course of the call she will go through each potential agency for assistance. The next program on the list helps with preventing disconnection of utilities so Jacky checks to see if her caller can apply.

I’ve already asked and they said that...

His voice gets quiet when he admits he’s already used the one-time resource.

So, it was just the one time?

Yeah.

That’s okay. We’ll keep looking.

Jacky’s searching yields a Medical Assistance Energy Assistance Program. Jacky gives examples of what counts as medically necessary, and it turns out the caller falls into the category since he has a condition that requires him to receive supplemental oxygen. While he was looking after his family, Jacky was looking after him.

Before she goes, Jacky offers the reminder:

You can always give us a call. 

Jacky’s voice is not soft, but it is not condescending the perfect balance between competence and care.

The emotional toll of the call is evident. Even so, Jacky remains upbeat. How?

“Well, the first thing if you’re in this job, you have to have good boundaries. I could not have done this job when I was younger. I would kind of absorb everyone else’s worries. But I have boundaries. And yes, some calls do stay with you, but you have to realize that it is their experience, not yours.”

But Jacky’s day isn’t over. Another call comes in, this time with a very different need. The caller is a mother looking for an outpatient treatment program. Jacky asks about insurance and learns that the caller just started a new job. Her new insurance doesn’t cover outpatient care.

Do you have any kind of health insurance?

I did have state insurance, then it stopped on me because I started working and now my insurance isn’t covering the outpatient.

So, we’re looking for something that is free or a sliding scale?

Yes.

Is this for substance abuse or mental health?

Substance.

As Jacky continues, there is no judgment in her voice. The caller is trying to help herself, and Jacky is determined to support however she can.

Jacky asks eligibility questions around military service and college as she searches the database. She selects filters for payment with no fees or a sliding fee scale. She explains them to her caller one by one. And they find one: a walk-in counseling center that is free, with virtual and in-person hours.

One recommendation down, and Jacky changes the filter, now looking for things on a sliding scale so the caller can have more options.

Jacky goes through the list, and each time the caller says, “Okay.” She is listening, and there is determination in her voice. She keeps letting Jacky know that she is still on the line and interested.

When she’s sent the list via email, Jacky asks: 

Is this a good start?

Yes, that’s a very good start. I’ve already been in recovery for 60 days now. Now I don’t have to wait another 30 days while I’m on probation.

If you need more, we’re available 24/7.

Jacky believes that her role has been a learning experience. “It also makes you very grateful for what you have and understand how hard it is. What’s really hard about the job is not having resources to help them. But sometimes, just being there to talk to can give people hope.”

And sometimes, for an overwhelmed caregiver, that is enough.