News

February 28, 2008

County inches toward 211 help line phone system

Commissioners approve program that will offer callers range of social services.

By Sheena Delazio sdelazio@timesleader.com
Staff Writer
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WILKES-BARRE – The three-digit extension used universally for information and referral services is in Luzerne County’s future.

The 211 system program, a help line that can assist callers with anything from where to get counseling to where to pay a utility bill, took a major step forward, according to Dennis R. Gourley, executive director for Family Services Association of Wyoming Valley.

Luzerne County Commissioners recently approved the county’s inclusion in the program, which will cover five surrounding counties in Northeastern Pennsylvania.

“We’ve been working on this program since 1999, and we’re thrilled the commissioners approved this,” Gourley said. “It’s a great step locally that puts Luzerne County and the region out in front.”

The 211 system will be implemented within the county’s Help Line, which was established in 1972 after the the flooding caused by Tropical Storm Agnes. It will provide the same services. Gourley does not know when the 211 system will be established, but said it’s one step closer to reality.

“This will strengthen what we do at Help Line,” Gourley said. “There’s all sorts of population shifts (in our region), and we’re all living in a much larger circle. This will help us deliver services and serve people better.”

Gourley said the actual use of the 211 system in the region is a long way off because state legislative committees in Harrisburg will have to approve the program in the area, and the United Way of America, which funds the program, has to work out its end, too.

“And locally, we’ll have to work out compatibility issues between (the Help Line and 211) systems and deal with protocol issues,” Gourley said. “Now we’re able to move forward with what transpired (last week at the commissioners meeting).”

Under the proposed agreement, Luzerne/Wyoming Counties Help Line, Lackawanna, Monroe and Pike counties, the Luzerne County and Lackawanna County Office of Human Services, and seven local United Ways will be able to aid and assist each other during periods of high-volume calls, system interruptions, and 24-hour/7-day-a-week coverage for the region.

“211 will do for people what 911 does for emergencies,” Gourley said. “Say someone needs to locate a day care for the elderly, counseling services, welfare services, anything – regardless of where they are, they can dial 211 and get the information.” Unlike 911, the 211 system will not have a surcharge for people who call the extension, Gourley said.

“With the growing population, this makes sense to do,” said Joe DeVizia, human services director for Luzerne County. “If the area did not choose to do something like this, many of the agencies would have to go back to an on-call system, which can be very costly.”

Gourley said the Help Line would be in jeopardy if the regional 211 program wasn’t initiated, and that the system will only make what already exists better.

“The Help Line has been funded through the United Way and county agencies for 36 years,” Gourley said. “It was built on existing resources, and we’re hoping we can use our resources more effectively and efficiently so we end up with better services as a region (through the 211 system).”

Help Line

Help Line is an information and referral service and first-response point for crisis calls in Luzerne and Wyoming counties. Although the 211 system will arrive in the future, residents and visitors can call the Help Line at 1-888-829-1341 or 829-1341 until then.

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