99% Invisible Chapter 2: The Hotline
Dec 4, 2020
Katie Mingle, a dedicated reporter, spent a day in the 211 call center to investigate how this service supports those facing homelessness. She uncovers the emotional toll on both callers and operators navigating bureaucratic barriers. The stories of individuals seeking help, including a mother and her child, highlight the complexities of the system. Mingle also delves into the moral dilemmas faced by hotline workers and the systemic struggles that hinder effective aid, revealing a pressing need for transformation in homelessness assistance.
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Talisha Lee's Experience with 211
- Talisha Lee, a struggling mother, repeatedly called 211 for housing assistance.
- She felt frustrated because the system, starting with 211, seemed ineffective.
211: The 911 of Homelessness
- 211, run by Eden I&R in Alameda County, operates like the 911 for homelessness.
- Most callers are low-income, seeking help with rent, bills, and other essential needs.
Elderly Woman's Need for Appliance
- A 93-year-old woman called 211, needing help obtaining a washing machine.
- The operator, Roshanna Robinson, struggled to find resources but offered other support numbers.