Help Line Callers Seek Utility, Mental Health, Housing Help

By Chris Gosier
The Stamford Advocate
January 2, 2008

They were the top three concerns of people who called the free help line for social services in December, according to the United Way of Western Connecticut. 

There were 65 referrals for utility costs, 51 for outpatient mental health care and 46 for housing and shelter.

There was a similar pattern in December 2006, showing that some needs rise at the year's end, said Michelle James, president of the United Way of Western Connecticut's Stamford office.

"Each year it's a little different, but there are some things that come through loud and clear," such as utility costs linked to the colder weather, James said.

The United Way issued a statement Dec. 21 urging people to call 211 for help, noting that some problems - such as interpersonal tensions - can be exacerbated during the holidays.

"We all know from our own experiences that the holidays can be challenging," James said in a statement, and "211 can help people find the assistance they need."

The decades-old help line is a 24-hour referral and crisis intervention service. It has a database of 4,300 agencies providing 38,000 services, including heating assistance, supportive housing, legal aid, mentoring, volunteering opportunities, rent subsidies and help with medical expenses. It also lists 7,500 licensed child care facilities.

The hot line is funded by United Way chapters and the state Department of Social Services, and administered by United Way of Connecticut.

In Stamford, some concerns changed from the previous year. There were more requests for housing and shelter assistance - 46 this month, compared with 37 in December 2006.

But there were markedly fewer requests for mental health services and utility help. There were 51 requests for mental health services, down from 81 the previous December, and 21 for substance abuse help, down from 50.

United Way officials could not say why those numbers dropped.

"We don't always know the answers to why there's a decrease," said Tanya Barrett, vice president of 211 health and human services for the United Way of Connecticut. "We'd like to believe there is less need, but it could also be that families don't always know where they should call for help."

James said last month's figures go to Dec. 26.

Needs can bleed into each other, Barrett said.

"We see that the utilities (requests) skyrocketed, possibly making housing more of an issue for families that are struggling with financial issues," she said.

There are signs that people are accessing 211's services differently. Total calls statewide dropped 3 percent in fiscal 2007 compared with the year before, Barrett said. But hits on the 211 Web site jumped 23 percent this December, to 10,482, compared with the previous December, she said.

The Web site has had a searchable database of providers since 2003.