Who is 211info? We’re so much more than a contact center. We’re a dedicated and dynamic team from all walks of life who live and work within the communities we serve across Oregon and Southwest Washington. We have come together over shared values, a passion for helping others, and the drive to improve lives and better our communities. Our agency has expanded in numbers and capabilities over the past few years, and our commitment to connecting people with the resources they need has only gained momentum.
Each day, 211info staff show up with kindness, determination, and an extraordinary talent for listening to understand, that is driven by their desire to help others. Read on to learn more about three of our staff members, and discover the heart of 211info.
James, Shelter Access & Eviction Prevention Specialist
211info tenure: A bit over eight years
Location: Multnomah County
Why is 211info (or 211 as a service) important to you? Why do you work at 211info?
For me, working at 211info is a commitment to serving my community. I’ve worked in the homeless services programs the majority of my time here, and while we can’t fully prevent homelessness we can help guide people toward the resources they need to get back on their feet.
During your time at 211info, are there any memorable moments you reflect back on that make you smile or feel good about the work you do?
A few years ago during a night of severe cold weather (211info can help other agencies coordinate transportation options in Multnomah County during periods of extreme weather), I noticed in Slack that we were trying to help someone get to an extreme weather shelter, but the other agency who was hired to drive, was having a difficult time finding the person. I realized the location of this person was very near my apartment building, so I went outside and was able to help the driver and the person needing the ride to the shelter connect. It was a moment of seeing firsthand how my work helps people when they need it most.
What’s the biggest misconception about the 211 service that you notice in your job or personal life?
One of the biggest issues I hear is that people are receiving misinformation about what contacting 211 is for and what 211info’s role is. There is concern around lack of resources, but then people incorrectly think we decide what resources are available and who they go to or we provide resources directly. Unfortunately, I also see and hear other agencies giving wrong information about us at times.
How would you describe your job to a 6-year-old?
I’ve done this! I told my daughter at that age that I help people find safety and stability, and that I help them work toward future successes.
What’s your favorite food?
I eat a lot of spicy fried foods. Fried chicken is one of the best things in the world!
What is the best piece of advice you’ve ever received?
Do everything with intent and purpose.
Shannon Rose, Community Engagement Coordinator for Linn/Benton/Lincoln Counties
211info tenure: Over five years
Location: Linn County
Why is 211info (or 211 as a service) important to you? Why do you work at 211info?
When people are in a difficult situation they often feel overwhelmed and stressed, and don’t know where to turn for help. Stress can make people forget what they may have once known, or even what they have tried (or not) in the past. Contacting 211 is easy to remember, and we can help with next steps in finding help.
During your time at 211info, are there any memorable moments you reflect back on that make you smile or feel good about the work you do?
I had just dropped off some supplies at a food pantry, and saw a person carrying out their food and trying to juggle several bags so I offered to help carry the bags to their car. We chatted, and I learned that it was their first time ever using a food pantry and that their overall circumstances had them feeling overwhelmed and stuck. I mentioned that I work for 211info, which they had never heard of, and that we could help them find additional assistance. When they learned there was a service like this, they started to cry, and said they were used to being the person everyone turned to, and not the one who ever needed help. This was back in 2019, and I still think of it often. It’s conversations like this that make me love my work.
What’s something you wish more people in the community knew about 211 as a service, or about 211info as an organization?
I wish more people knew that 211 is not only available statewide (both Oregon and Washington!), but nationwide too (and Canada!). When I talk about 211 as a service, I always share this and many people are surprised. I hear a lot about how friends or family in another part of the country could benefit from contacting 211, and I’m quick to point out they just need to call 211 and will get to their local branch.
What’s the biggest misconception about 211 service that you notice in your job or personal life?
That 211 service is only available in large cities, or that it is only in the county or city where I am doing outreach that day.
How would you describe your job to a 6-year-old?
I tell them that sometimes people don’t know how or where to find what they need, like maybe they don’t have enough food, but they also don’t know who to ask for help. To find that help, they can dial the numbers 211.
What’s your favorite snack?
Frozen blueberries!
What’s something you’re most proud of over the past year?
In 2023, I knit 123 hats to give out to community members.
Do you have a favorite quote?
“Isn’t it nice to think that tomorrow is a new day with no mistakes in it yet?”― L.M. Montgomery
Natascha, Bilingual Shelter Access Specialist
211info tenure: 15 months
Location: Clackamas County
Why is 211info (or 211 as a service) important to you? Why do you work at 211info?
To me, 211 is an essential community tool. Contacting 211 offers individuals connection to opportunities that they may not have ever known about otherwise.
During your time at 211info, are there any memorable moments you reflect back on that make you smile or feel good about the work you do?
I smile every time I am able to help make life a little bit easier for an older adult. For me, this is a small reminder of my own beautiful grandmother who often received help from her own community, and I like that I am contributing in the same way.
What’s something you wish more people in the community knew about 211 as a service, or about 211info as an organization?
Not only are we open 24/7, but we’re also working together as a team 24/7. It’s a big part of what makes us such a great community tool, and a great team to be a part of.
How would you describe your job to a 6-year-old?
I help people figure out where they need to go to get the help they need!
What’s your favorite snack?
Raw goat cheese with bee pollen and a drizzle of honey. Yum!
What’s something you’re most proud of over the past year?
Prioritizing myself and setting boundaries around taking on too many things at once.
What is the best piece of advice you’ve ever received?
Respond to the words not the attitude.
When do you feel the most courageous?
When I am aligned with my soul’s purpose and can discern my own energy from the energy of others.
This post is part of a series where we’ll introduce our board of directors and a wide variety of 211info staff. Get to Know 211info: Subscribe to our newsletter below to receive the ongoing series in your inbox.