Need Help Now? CALL 211 on your phone. You can also TEXT your zip code to 898211.
211 Illinois' Role
Our Role - Authority
The Illinois Department of Human Services (DHS) has identified 211 Illinois to serve as the lead entity to administer the 2-1-1 Service Act legislation. This legislation gives DHS and its identified entity authority to provide oversight and guidance around 2-1-1 services in Illinois.
Our Role - 211 Designation
211 Illinois manages the use of the 2-1-1 number and approves 2-1-1 service providers statewide. While local planning and funding are the priority, 211 Illinois must authorize any changes to how the 2-1-1 number will be used or 2-1-1 service areas. Contact us to submit a request for service area changes.
Our Role - Service Oversight
211 Illinois is actively working to achieve both our strategic and network plans. We coordinate statewide and federal funding to enable the provision of 2-1-1 services 24 hours a day. This includes reaching our goal of 100% coverage of 2-1-1 services in Illinois.
We plan, coordinate, support, and evaluate the statewide 2-1-1 network in Illinois. Our oversight exists to expand 2-1-1 services, enhance service quality, and take corrective actions to achieve high-quality 2-1-1 services. As a convener, funder, and collaborative partner, we monitor 2-1-1 activity and community data and trends across Illinois.
We developed a statewide health and human services database powered by the 2-1-1 data to bring together statewide information and referral efforts.
Our Role - Guidance & Support
We provide guidance and support to the statewide 2-1-1 network regarding accreditation, standards, and best practices. We invest in training and education on 2-1-1 and contact center best practices. We collaborate on service alignment, standardization, and continuity of 2-1-1 services. We achieve this by convening our network monthly to address quality issues and enhance client experience across Illinois.
211 Illinois hosts monthly meetings to support 2-1-1 staff at various levels, facilitate skill improvements, and focus on statewide service improvement. We also publish guides to support knowledge and skill improvement for our network and funding partners, such as United Way, Health Departments, and local elected officials.best practices for contact center