Crisis happens every day in our community. And it doesn’t always look the way you’d expect.
For neighbors living paycheck to paycheck, a flat tire, a sick child or an unexpected bill can be the tipping point. A missed shift at work can quickly spiral into an eviction notice, an empty pantry or the heat being shut off during the coldest weeks of winter.
These everyday emergencies reveal a deeper reality: too many households are walking a financial tightrope. In Tennessee, 44% of households struggle to make ends meet, with another 14% living in poverty. That means more than half of families across the state are either living in poverty or one setback away from it.
That fragile space between stability and crisis is where the 211 Helpline operates.
On Feb. 11, communities nationwide observed 211 Day, recognizing the essential service that connects residents to local resources when they need them most. In this region, the helpline is operated by United Way of Greater Chattanooga and serves a 15-county area spanning Tennessee, Georgia and Alabama.
The service is free and confidential. Neighbors can call 2-1-1, text their ZIP code, send an email or search the online resource directory at any time. Behind each contact is a trained 211 Navigator – including bilingual staff – who works to assess immediate needs while helping callers move toward longer-term stability.
Over the past year alone, the need has been significant. United Way of Greater Chattanooga responded to more than 57,000 requests through the 211 Helpline. In addition to connecting callers with partner agencies, the organization distributed $827,077 in direct emergency assistance locally, supporting 3,887 individuals facing urgent situations.
That assistance helped families stay housed, avoid eviction, secure temporary shelter, keep utilities connected and access food during times of acute stress.
The most frequently requested services continue to reflect broader economic pressures across the region. Food access, housing support and utility assistance top the list. Rising costs for rent, groceries and basic necessities have placed sustained strain on households already living close to the edge.
But 211’s reach extends well beyond those core needs. The helpline also connects neighbors with health care providers, transportation services, child care resources, legal assistance and mental health support. In moments of widespread disruption – whether from severe weather, public health challenges or interruptions in SNAP benefits – 211 plays a central role in coordinating response and directing residents to verified, up-to-date resources.
Working in collaboration with more than 980 local organizations, the helpline serves as a comprehensive clearinghouse for community services. Through a closed-loop referral system, navigators do more than hand out phone numbers. They connect individuals to confirmed resources, helping ensure that real support meets real need.
For families facing crisis, that connection can be life-changing.
One neighbor who recently received emergency assistance through the 211 Helpline described the impact this way.
“United Way stepped in during one of the hardest times for our family, and their support truly changed everything. We were facing eviction after falling behind on our rent, and the stress of possibly losing our home was overwhelming.
“Thanks to United Way’s assistance, they were able to help cover our past due rent, giving us the chance to get back on our feet without the fear of being homeless. Their generosity and compassion not only provided us with financial relief, but also with hope, stability, and peace of mind knowing our family has a safe place to stay.”
Stories like that underscore the broader purpose of 211: stabilizing households before short-term emergencies become long-term crises.
“This helpline stabilizes our community when it matters most,” says Mike Mudd, senior director of 211 at United Way of Greater Chattanooga. “By connecting neighbors to essential resources and addressing root causes, 211 helps prevent future crises before they escalate.”
While Feb. 11 highlighted the service, the work continues year-round. Community members can access assistance by calling 2-1-1 or 423 265-8000, texting their ZIP code to 898-211, emailing 211staff@uwchatt.org or visiting the online resource directory (team211.communityos.org) for 24/7 access to services.
Local leaders encourage residents not only to seek help when needed but also to share the resource with others. In a community where so many households live on the margin, awareness can be as critical as funding.
Source: United Way of Greater Chattanooga