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The initiative is a federally designated helpline that offers
free, confidential access to resources like food, shelter,
mental health services, employment support and health care.
State Sen. Adriane Johnson, D-Buffalo Grove, said her measure,
Senate Bill 2194, would update existing law to require the lead
entity overseeing 211 in Illinois to provide the Department of
Human Services with regular reports detailing caller data,
referrals made, provider coverage, emerging trends and service
outcomes.
“Every call to 211 is a person, someone who needs help fast,”
said Johnson. “If we don’t measure how the system is working, we
can’t improve it. This data will help state leaders to better
understand community needs and make informed decisions to
improve the system.”
The measure would also ensure that the lead entity establishes
standards that align with national best practices, enhancing
quality and consistency across the call centers they manage.
Additionally, DHS would be added to the list of state agencies
that collaborate with the lead entity, which Johnson said would
ensure stronger coordination across state government.
About $3 million was budgeted in FY24 to expand coverage to all
Illinois counties. Another $1 million was included in the FY25
budget for the service.
Some states have encountered funding challenges for the 211
helpline. In Arizona, the non-profit Solari Crisis and Human
Services recently told lawmakers that $3.5 million was needed to
keep the hotline in operation. Arizona Gov. Katie Hobbs has
since made a financial commitment to the organization to avoid a
shutdown.
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