Understanding the access and availability of community resources is paramount to addressing economic and social disparities in our community. By learning how individuals access resources, United Way can identify and address gaps in service delivery – ensuring our community has the safety net and services available to support individuals in whatever need circumstance they are experiencing.
UWM’s 211 Helpline and contact center helps individuals access resources across the states of Nebraska and Iowa. We leveraged this unique data set to provide insight into the experiences of individuals seeking support in order to be more responsive to the diverse needs of community members.
Our research also looks broadly at 211 referrals and need data, combined with user experience data from a local survey. This data adds a qualitative dimension to this understanding, offering valuable insights into the user experience – and reinforcing some of the capacity challenges expressed by agency partners. For instance, 40% of callers told us that simply hearing back from the agency was a barrier to service.
Additionally, by scrutinizing recurring user patterns through 211 data, we gained a more granular understanding of the persistent needs within the community. Our data shows that 13% of callers are frequent users and live in areas where poverty is the highest. Housing was among the most pressing need with these callers, but more uniquely, we found that frequent users continued to call for the same need. This knowledge serves as a compass, guiding targeted efforts toward the areas where resources are most in demand. One-time solutions or short-term funded programs do not account for the ongoing needs of community members. Recognizing the cyclical nature of these needs enables United Way to implement sustainable and responsive solutions that address the root causes and contribute to lasting positive change.
Uncovering the preferences, challenges and barriers faced by individuals seeking resources informs the development of user-centric interventions. This approach ensures that resources not only exist within the community but are also accessible, user-friendly and aligned with the diverse needs of the population we serve.