(The Center Square) – The Illinois General Assembly has passed legislation designed to shore up the state’s 211 helpline.
The initiative is a federally designated helpline that offers free, confidential access to resources like food, shelter, mental health services, employment support and health care.
State Sen. Adriane Johnson, D-Buffalo Grove, said her measure, Senate Bill 2194, would update existing law to require the lead entity overseeing 211 in Illinois to provide the Department of Human Services with regular reports detailing caller data, referrals made, provider coverage, emerging trends and service outcomes.
“Every call to 211 is a person, someone who needs help fast,” said Johnson. “If we don’t measure how the system is working, we can’t improve it. This data will help state leaders to better understand community needs and make informed decisions to improve the system.”
The measure would also ensure that the lead entity establishes standards that align with national best practices, enhancing quality and consistency across the call centers they manage. Additionally, DHS would be added to the list of state agencies that collaborate with the lead entity, which Johnson said would ensure stronger coordination across state government.
About $3 million was budgeted in FY24 to expand coverage to all Illinois counties. Another $1 million was included in the FY25 budget for the service.
Some states have encountered funding challenges for the 211 helpline. In Arizona, the non-profit Solari Crisis and Human Services recently told lawmakers that $3.5 million was needed to keep the hotline in operation. Arizona Gov. Katie Hobbs has since made a financial commitment to the organization to avoid a shutdown.
