MOUNT VERNON — Pathways 2-1-1 system is a free, confidential and local service that provides 24-hour, seven-days-a-week service to residents of Licking and Knox counties. The new system began in July in Knox County, and is accessible to most phone services and cellular phones. Exceptions are some prepared cell phones, a few small phone services such as Vonage, and cable-based phone service. The 2-1-1 program connects the community with information, referrals and crisis intervention.
“Word is getting out very nicely here in Knox County for having just kicked this off two months ago. It’s pretty amazing,” said Kristin McCloud, executive director of Pathways. “Pathways had already been delivering crisis hotline and information center services up here for about six years.”
The center has seen an increase in services from July 1 to Aug. 31, compared to the same time frame last year. There was an increase of 65 percent in crisis hotline calls, 89 percent increase in information and referral calls. Another service, the recovery line for people who are recovering from mental illness, has seen an increase of 82 percent.
According to McCloud, the National United Way and the Ohio Alliance of Information and Referral Services were the first two agencies to fund the start of the 2-1-1 system. Support was also provided by local organizations and groups.
“It got funded in Knox County through the Community Health and Recovery Board of Licking and Knox County — they are the primary funder of the crisis hotline information center,” said McCloud. “The United Way of Knox County is one of our funders, the city of Mount Vernon, Knox County Commissioners, and we also got a grant from the Community Foundation of Mount Vernon and Knox County.”
Although the group has had a lot of community support, McCloud said the United Way has been the biggest help in getting the information out.
“They did the day of action in June — we handed out little 2-1-1 magnets and little business cards to help spread the word that way — but they are probably responsible for getting over 4,000 pieces of material out to the community,” she said.
According to McCloud, the crisis hotline and information center has averaged about 1,300 calls a year. Officials are hoping to reach more of the population with the new system.
“Really, our goal is to hit 10 percent of the population of Knox County. There are about 55,000 people in Knox County; by June of next year, I want to see that we had 5,500 calls come in.”
McCloud is hoping other community organizations and businesses will get involved in the efforts to get the information out about 2-1-1. She said the goal is to encourage organizations to be community stewards.
“Basically, it is an inexpensive way to spread the word about 2-1-1 to its employees,” she said.
One of the biggest concerns identified within the community, explained McCloud, is that residents have a hard time getting the information they needed on resources that are available in the community.
“United Way has identified that, so has the Emergency Needs Coalition that is trying to address the homelessness problem, and I met with Dan Warner, the new Red Cross director [and they as well understand]. Again, if they don’t know the services are there, they can’t get the help; the faster we can get them linked up with help, the shorter time frame the problem may exist.”
Pathways encourages anyone to call the service.
“Call 2-1-1, just to see how it works. Give us a call, ask questions, because when they do need us, we want them to feel comfortable to call us,” said McCloud. “A good way to remember is 9-1-1 is for a burning house, 2-1-1 is for a burning question. One of the selling points of 2-1-1 is that it does reduce inappropriate 9-1-1 calls.”
The 2-1-1 system is a program of Pathways of central Ohio that has a staff of paid employees, explained McCloud.
“[Employees] go through 50 hours of training before they are officially on the phone, and all our staff have to have an associate degree,” she said.
After the training period, each employee is monitored to make sure they are saying the right things and are comfortable, said Linda Camelo, director of the crisis hotline and information center of Pathways. “Because it is a crisis hotline and 2-1-1, they have to be prepared to deal with someone who is suicidal.”
Employees also deal with issues relating to personal, financial, mental and relationships.
“We are certified by the Ohio Department of Mental Health as a behavioral health hotline,” said McCloud.
All calls are confidential; no names or addresses are necessary when calling.
“It is crisis management, so someone may call and we help them identify what they are going through,” said Camelo. “We listen and try to help them sort that out, what is the issue that they really need to work on today, and then we start to help them develop a plan for how they are going to deal with that. We offer resources, if there are some available, to help them deal with the issue.”
“Don’t wait to call,” said McCloud. “Make the call, see what is there, talk through what your options are, and if you still decide that you are not ready to do anything, that is fine.”
The program does more than just give advice, she explained. McCloud said it gives callers the knowledge needed to enable them to make a decision, empowering them to address the problems that are going on in their life by giving them the information they need.
“We don’t tell people what to do,” said Camelo.
“We give them the choice and it is their call,” said McCloud.
Camelo said the program works in collaboration with Knox Community Hospital and local police departments if dire assistance is needed for the caller, and life becomes a critical issue. Although not all calls are of dire need, Pathways staff members do work with Moundbuilders and other local resource organizations to get the assistance needed, with permission from the caller.
Although the 2-1-1 service is accessible to most phone services for those that cannot use that number, the original (800) 544-1601 number can still be dialed to reach the hotline.
“We were already providing service with the crisis hotline information center, it is just this now is a easier number for people to dial,” said McCloud. “It is also a service everybody can use.”
Pathways 2-1-1 program played a big part in last months severe storm.
“We had a fair amount of people calling from Knox County and the most important question was, were the schools going to be opened,” said Camelo.
People were finding it hard to get information, so 2-1-1 was able to assist in getting information to the community.
“The next highest [call question] was the food spoilage; what do I do, how can I get money to replace my food,” she said. “2-1-1 really does have a role to play in disasters, but one of the things we are doing is beginning to work with Marie Blubaugh of the Emergency Management Agency. The EMA was outstanding in keeping us informed about what was happening locally.”
