United Way, Westmoreland County partner to use 211 service to help residents

Westmoreland County residents looking for help finding behavioral health or developmental services will be funneled through United Way of Southwestern Pennsylvania’s 211 service under a new partnership.

Rob Hamilton, Westmoreland County director of human services, said call takers will be trained on such offerings through county government and in the community to help guide callers to the available options. The change should happen over the next few months.

“This is really about ensuring that this is getting services to those who need it the most,” he said.

The partnership cements the relationship between Westmoreland County and 211, while working with local providers to direct callers to the United Way’s service under a streamlined coordinated entry system. The county is providing $200,000 this year in human services block grants to the nonprofit to serve as the “front door” to services.

There are issues now with callers seeking help being directed to various agencies and not getting a solid answer or being left with confusion as to how or where to access what they need, Hamilton said.

“This system is broken,” he said.

The United Way of Southwestern Pennsylvania’s 211 line has been a vital link for many. Amy Franz, regional vice president, said navigators have handled nearly 523,000 calls, texts and messages in the past year — 15,800 of those originated in Westmoreland County.

The data gleaned from those communications is shared with county officials and can help identify service gaps. Franz said she expects the local 211 line to receive more calls as the partnership gets started.

“I think it will be a trickle at first as people adjust,” she said.

The United Way in the Philadelphia area has a similar collaboration with government agencies there, and the local chapter is working on a partnership with Allegheny County, Franz said.

Ferguson anticipates the county saving between $200,000 and $400,000 as a result of fewer resources needed to do the work. No jobs are being eliminated, and Ferguson said he plans to hire seven people who will be tasked with visiting different communities to increase access, provide outreach and enroll people into services.

That team will work countywide with service providers, municipalities and others to identify people who need help. Some of those communities might be in rural areas without service providers.

“We’re going to go wherever there’s a need,” he said.

A series of community outreach and education events is being planned for April.