Iowa 211 Has Answered Over 35,000 Calls Since Beginning of COVID-19 Pandemic

DES MOINES, IOWA (April 28, 2020) — Iowa 211 announced today that it has just reached the milestone of 35,000 calls from Iowans since the pandemic began. Iowa 211 began fielding calls using information provided by The Iowa Department of Public Health on March 8. Since beginning that partnership, nearly 20,000 Iowans from all 99 counties have contacted 211 via telephone, text, or the 211 app to ask questions specifically related to COVID-19. An additional 15,000 calls have been received with more-typical 211 requests related to employment, housing, food, transportation, utility-assistance, and other human-service needs.

“Iowa 211 is pleased to serve as a trusted source of information for Iowans. We appreciate the Iowa Department of Public Health’s confidence in the capabilities of our statewide service,” said Melissa McCoy, 211 Director. “We have experienced a 300% increase in call volume since March 8. Our four call centers collaborated closely to rapidly scale up the necessary staff and technology to meet the needs of Iowans.”

Quad Citizens have had access to 211 and its resource and referral services for more than 10 years. Currently, Scott County residents account for 882 of the COVID-19-related calls that came in to the call center in March and April. Overall, in March, 211 experienced a 24% increase in call-volume from Scott and Rock Island county residents.

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