When Winter Storm Fern Hit Nashville, 211 Answered

From January 23 to 27, 2026, Winter Storm Fern brought historic ice and snow across the South and Northeast, an event meteorologists called "potentially historic" for its scope and impact.

In Nashville, it left 230,000 people without power, snapped 787 utility poles, and did between $110 and $140 million in damage to the power grid. Forty-six children were treated for symptoms of carbon monoxide poisoning, and five people died in Davidson County. Thousands of families were displaced in freezing temperatures.

As the storm moved through, United Way of Greater Nashville's 211, which now runs its call center operations with United Way of Chattanooga, launched an emergency housing program with Airbnb.org, the nonprofit that connects people to temporary emergency shelter. 

People were relieved. People cried happy tears. They sang praise. They gave glory to God. Overall, people expressed profound relief."

Tracey Dill, Chief Impact Officer at United Way of Greater Nashville

Collaboration with Airbnb.org

Fern was the first major disaster to test that new collaboration. Airbnb.org offered displaced families up to three nights of housing, renewable on request, and the moment it went live, 211 received more than 400 requests in less than 24 hours.

The team made an unusual call. Over the most critical weekend, the 211 call center stayed open late into Friday night and ran fully staffed on Saturday and Sunday, days it is normally closed, working into the night as call volume kept rising.

Members of United Way's community impact staff stepped in to help, triaging 678 calls over the weekend and setting up Airbnb accounts for families who needed them. That weekend, 900 people and 147 pets were sheltered.

People had been waiting it out however they could, warming up in their cars or sleeping in them overnight with the engine running, especially families with pets and children, and building sleeping shelters inside their homes to stay warm.

As approvals came back from Airbnb.org, the relief was immediate. According to Tracey Dill, Chief Impact Officer at United Way of Greater Nashville, "people were relieved. People cried happy tears. They sang praise. They gave glory to God. Overall, people expressed profound relief."

211 Offers a Lifeline

The need did not end with the storm. From late January to March 6, 211 handled 10,615 calls and 1,913 text messages and made 18,520 referrals. The top needs were rent, utilities, low-cost housing, and food. In that first week, warming shelters topped the list.

For LaKelia Lovan, United Way of Greater Nashville's Director of 211 and vice chair of the Tennessee 211 Collaborative, Fern showed what the network is for.

“Winter Storm Fern reminded us that 211 is more than a helpline, it's a lifeline,” she says. “When thousands of Nashvillians were left in the cold without power, our team worked around the clock to connect families to safety, warmth, and hope. In moments of crisis, 211 ensures no one has to face disaster alone."