Madison Mitchell

Courtesy photo

The United Way 211 helpline is a trusted resource that streamlines access to essential services for Southwest Floridians, such as rent and utility assistance, food distribution and tax preparation support. It’s available 24 hours a day, 7 days a week, 365 days a year, connecting callers experiencing financial hardship, medical issues or another crisis. Trained staff and volunteers – real people, not automated bots – offer guidance in English and Spanish to help individuals and families navigate their next steps.

Locally, United Way of Lee, Hendry, and Glades operates United Way 211, which is the community’s primary entry point into the health and human services system. During emergencies, though, United Way 211 becomes the community’s Emergency Information Hotline through a partnership with Lee County Emergency Management. The emergency helpline is activated during hurricanes and tropical storms, as well as public health emergencies like the early days of COVID-19, and representatives offer real-time information and support tailored to evolving needs during a crisis.

When hurricanes approach and start impacting the region, the nature of calls to United Way 211 becomes more urgent. Residents experiencing various levels of stress are seeking help with evacuation routes, shelter locations, access to life-saving medication and transportation options. The helpline’s staff and volunteers work tirelessly, using up-to-date information to help callers get the answers and information they need.

To further support recovery, United Way coordinates a network of Resiliency Hubs across the region. These hubs distribute critical supplies, such as food and water, to storm survivors when utilities may be down and stores might be closed. Volunteers brought together by United Way also assist with tasks like clearing debris, delivering meals to homebound seniors and tarping damaged roofs. Their hands-on help in the wake of disaster expedites the region’s response and recovery.

In the aftermath of Hurricane Ian, United Way 211 fielded more than 25,000 calls in the first thirty days. These included urgent inquiries about evacuation routes, shelter availability and access to Disaster Recovery Centers. In cases where callers were in immediate danger, 211 operators coordinated directly with local emergency responders to ensure help was dispatched quickly and effectively.

The operation of the United Way 211 helpline highlights the power of collaboration and preparedness in building community resilience. It is a centralized, accessible resource that not only connects individuals to critical services, but also helps coordinate emergency response efforts. By acting as both an information hub and an action network, United Way 211 plays a key role in reducing harm and moving recovery forward during some of Southwest Florida’s most challenging moments.

For the residents of Lee, Hendry and Glades counties, the United Way 211 helpline is far more than just a phone number... it’s a trusted partner in times of uncertainty that provides reassurance, direction, and life-saving support when it’s needed most.

About the Author
Madison Mitchell is the senior vice president of Community Impact & Disaster Response at United Way of Lee, Hendry, and Glades Counties. She focuses on solving community challenges and championing collaboration. Mitchell has played a key role in launching and expanding programs like WeCare, ReUnite, United Way Resiliency Hubs, Beesley’s Paw Prints, Gifts in Kind, and United Way Community Partnership Schools. Visit UnitedWayLee.org for more information