For many, the simple act of dialing 2-1-1 is a vital link to safety and stability. In their most critical moments, hundreds of West Virginians turn to 2-1-1 daily for essential information and support. It is a free and confidential service provided by the United Way of West Virginia that connects area residents to critical resources when they need help the most, whether during a personal crisis or a widespread emergency.
When an individual calls 2-1-1 in West Virginia, they are prompted for their zip code to be quickly routed to one of 14 local specialists at nine United Way locations across the state. Previously, West Virginia 211 relied on a third-party call center but this was proving to be costly. As an information and referral hotline, the team also required the ability to make rapid system changes in response to crises and operational updates. With every call potentially representing a person in urgent need, the organization recognized it was time to find a more efficient and agile solution. When considering alternatives, Brett White, executive director of West Virginia 211 noted that “several other 2-1-1 services across the country recommended RingCentral, so that's the direction we chose."
