Enhancing Social Care Coordination: How findhelp Partners with 211 & United Way

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In today’s fast-paced world, finding the right programs and services for those in need can be a daunting task. Findhelp and 211 call centers (operated by United Way and other agencies) are working together to bridge this gap by connecting individuals and families with essential resources. 

This powerful partnership amplifies our collective impact and serves communities more effectively by:

  • Sharing information on local programs & services
  • Using custom messaging on findhelp platforms to guide seekers to navigation assistance
  • Providing the technology and database for community care coordination

Aligned Missions

Both findhelp and 211 call centers share a common goal of connecting people in need with dignified and accessible services. The findhelp platform has an industry-leading network with an extensive program database that integrates social care into existing systems. The 211 network of more than 200 call centers across the country responds to 21 million requests for help every year. Dialing 211 connects individuals and families to trained professionals who will listen to their stories, understand their needs, and connect them to essential resources in the areas of basic needs, mental health, work supports, youth programming, suicide prevention, and more. 

211s are present in local communities across the country, operated by United Way, Goodwill, Community Action Partnership agencies, local crisis centers, state governments, and others. By combining our efforts, we can reach more people and make a positive difference in communities across the country.

211 staff and partners provide services to millions of people across the country every year.


Diverse Partnership Models to Support Diverse Communities

These are just a few examples of how findhelp partners with United Way and 211 to expand our joint impact and serve more people in need. Our work together is tailored to the needs of each community and the specific workflows of the partnering 211 / United Way.

Building Relationships: United Way for Greater Austin

United Way Greater Austin logoIn partnership with findhelp, the United Way for Greater Austin (UWATX) launched ConnectATX.org, which acts as a complementary service to the existing 211 call center. The site is part of a broader UWATX effort called the Model Community Initiative, a person-centered framework that brings together various agencies, community clinics, and educational institutions to offer a more holistic delivery of social services.

  • The ConnectATX platform serves as one of the public-facing entry points for the Model Community system, connecting providers and seekers.
  • As an extension of 211, ConnectATX care navigation staff spend extra time assessing and connecting seekers to social care.
  • These navigators use staff-facing findhelp tools to search for programs, develop ongoing care plans, refer clients, and close the loop on referrals, all while tracking the outcomes and impact of the services provided.

Creating Connections: Mass211 and Massachusetts Medical Centers, and Arkansas 211

Knowing that seekers sometimes prefer (or need) help finding resources, many of our customers choose to add a flyout (pop-up) to their findhelp platforms that connects individuals directly with a local 211 call center specialist for navigation assistance.

  • Mass211, the Commonwealth State’s statewide information and referral service, partners with findhelp to provide phone support for those searching for services on findhelp platforms, including those of our customers Boston Medical Center, the Public Health Institute of Western Massachusetts, UMass Memorial Health Care, and Reliant Medical Group. Each of these organizations added a flyout to their findhelp platforms with a link to call Mass211.
  • Similarly in Arkansas, we added a flyout on our free public site, findhelp.org, that guides Arkansan seekers to call the statewide 211 for hands-on assistance and matching to relevant programs, 24/7.
Flyouts are a simple yet effective way to provide seekers extra help when connecting to services. They are easily customizable and can be triggered to appear on a customer’s findhelp site when specific ZIP Codes, categories of need, or terms are searched.

Sharing Information: Inland Empire Health Plan & Inland SoCal United Way / 211

Inland Empire in Southern California is a metropolitan area that includes San Bernardino and Riverside, bordering Los Angeles County. Findhelp partnered with Inland Empire Health Plan and the Inland SoCal 211 through the Inland SoCal United Way to enable community care coordination by harnessing findhelp’s technology combined with United Way’s deep community connections. 

  • Their shared findhelp site, Connect IE, serves the social needs of over 4 million Inland Empire residents.
  • It’s available to all community-based, healthcare, and municipal organizations, creating a system through which patient and community member data can be securely shared, tracked, and analyzed to best coordinate care and improve outcomes.
  • For navigators using the ConnectIE platform to receive, send, and track referrals, this approach allows them to also review referrals made for the individual by any other organization who is participating in the coalition. Seekers retain the right to opt-in and -out of sharing their personal information with any member of the ConnectIE network.


The Future of Our Partnership: Community Information Exchanges

Following San Diego’s first-of-its-kind Community Information Exchange (CIE) launch, many communities (both urban and rural) have begun exploring this concept as well. CIEs play an important role in bringing shared language, a shared resource database, and an integrated technology platform to power the work of local service providers. Communities throughout the United States offer a wide array of services to people in need, but often act in silos, creating inefficiencies and frustration for seekers who may rely on multiple providers to meet their needs. 

211 involvement is central to the concept of a CIE because 211s and United Ways are established community connectors. In partnership with findhelp, a 211 can serve as the entry point for those seeking services through a CIE, providing a warm hand off and follow-up to an ecosystem of providers working together to better coordinate care.

While CIEs may require longer call times and additional assessments by trained 211 care coordinators, the ultimate goal is to build a longitudinal social care record for the seeker. This approach fosters relationship-building, ensuring the delivery of complex support and the creation of care plans with established goals, using findhelp’s platform as the portal that securely houses this documentation.

Partnering for a Better Future

The partnership between findhelp and 211 call centers operated by United Way exemplifies the power of collaboration in addressing social care challenges. By sharing information, leveraging technology, and promoting community care coordination, we are making a significant impact on the lives of individuals and families in need. As we continue to explore innovative concepts like Community Information Exchanges, together, we’re building a more compassionate and efficient social care ecosystem.


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