You will find answers below to some of the most commonly asked questions about our regional information and referral call center service. If your question is not covered below, please email our staff. 

Q:  What is 2-1-1? 

A: 2-1-1 is a simple, easy to remember number that offers a "front door" to health and human services resource information, whether someone is looking to get help, or to give help.   Simply dial "2-1-1", or email 211@voaww.org.

North Sound 2-1-1 is a regional call center serving Island, San Juan, Skagit, Snohomish and Whatcom Counties. A partnership of Volunteers of America Western Washington and United Way of Snohomish County. North Sound 2-1-1’s Information and Referral Specialists assist callers using a comprehensive database of health, welfare, and recreation resources that includes:  

• Rent and Mortgage Assistance  
• Free Tax Preparation
• Counseling & Support Groups
• Food & Clothing
• Donations
• Volunteering
• Transportation
• Emergency Shelter
• Much, much more 

Find out more about North Sound 2-1-1 products and services, our business plan [661kb] and who our community funders and supporters are that make our service possible.

Q: Can callers reach North Sound 2-1-1 from anywhere in Island, San Juan, Skagit, Snohomish and Whatcom Counties?

A: Yes. The program can be reached by dialing 2-1-1 from land lines. The 2-1-1 number may not yet work from some cell phones and pay phones while negotiations are still pending with some service providers but callers can access the service by dialing 800-223-8145.  If calling from a business, please see "What if my company has a PBX?"

Q: Is this a new community service?

A: No.  Volunteers of America Western Washington has been operating this resource under the name "Community Information Line" in Snohomish County since 1987 and in Skagit County since 1997.

The addition of Island, San Juan and Whatcom Counties to the footprint does mean expanded collaboration in the area.  It is worth noting that North Sound 2-1-1 will not replace existing specialized information and referral lines and services, but strengthens the local safely net by directing callers to the most appropriate resource, service or specialized Information and Referral line.    

Q: What are the hours of North Sound 2-1-1?

A: North Sound 2-1-1 is open 8:00am-5:00pm Monday through Friday.  Messages can be left after hours, and will be returned the next business day. 
Additional funding is currently pending in both the State and Federal legislatures, and a positive outcome could extend these hours of operation.

Q: When would I call North Sound 2-1-1? 

A: You would call North Sound 2-1-1 if you were looking to get help, or to give help.  2-1-1 is here to assist you with your personal needs by directing you to the most appropriate health and human services resource, service or specialized Information and Referral line in your community. 

For suicide prevention and other urgent mental health issues, call the CARE Crisis Line at 800-584-3578.

In the event of a life-threatening emergency or a crime in progress, always call 911.

Q: What if my company has a PBX?

A: If you are a business or agency manager, chances are you might own a PBX telephone system that helps manage your telecommunications activity. If so, you will need to complete some special programming to your phone system to allow outbound calls to 2-1-1.

Unfortunately, there is no generic description for how to make these modifications. A non-technical person will not be able to complete them, so we recommend that you consult your in-house technical staff, telephone manager, telephone equipment support vendor or whoever maintains the phone system for assistance.  If your organization’s telephone system is a PBX system, the modifications will need to be made in the digit translation tables. The technician could likely use the 911 programming as a template.

Once the modifications are made, you and your staff will simply need to dial 9- (for an outside line) 2-1-1 to be connected with our local information and referral for community social service help.

Q:   Are calls to North Sound 2-1-1 kept confidential?  Do you track caller location information?

A: When contacting North Sound 2-1-1, callers remain confidential.  However, our Information and Referral Specialists ask for a zip code and some other information that helps quickly identify local resources, and ensure callers will receive appropriate information the first time.  This also reduces the number of inappropriate calls to agencies.

Q:   How does North Sound 2-1-1 benefit this region?

• Easy access. An easy to remember three-digit number for individuals to access  community health and human services.
• Increased efficiency. A one-stop location for information and referrals for people seeking information about a variety of community services.
• Decreased costs. Currently, agencies make referrals and attempt to maintain databases on an individual basis; this creates duplication of work. With a central clearinghouse of information about available services, all agencies will see reductions in staff time dedicated to locating resources.
• A planning tool. 2-1-1 will track requests, thereby allowing communities throughout our region to identify and address major gaps in services.
• Information. Learn how to access non-emergency services after a natural or non-natural disaster.

Q:   Is North Sound 2-1-1 part of the Washington State effort? 

A:  Yes.  North Sound 2-1-1 is authorized to provide regional 2-1-1 services by Washington Information Network 211, or WIN 211, a non-profit 501(c)(3) corporation registered in the state of Washington since April 15, 2003.  On this date,   the Washington State legislature passed ESHB 1787 in support of the creation of a statewide 2-1-1 system and gave leadership responsibilities to WIN211. 

• WIN 211 is a collaboration of more than 30 organizations that includes Volunteers of America Western Washington and other broad and specialized information and referral services, United Way agencies throughout Washington, key state agencies, local community action programs, and committed private individuals.
• WIN 211 members come from rural and urban areas and from both eastern and western Washington.

The ESHB 1787 legislation:

• Adopts 2-1-1 as the official state number for people to call for information and referral for health and human services and to get information for accessing personal services after a natural or non-natural disaster;
• Directs WIN 211 to study, design, implement, and support a statewide 2-1-1 system;
• Authorizes WIN211 to select and approve local 2-1-1 service providers based on criteria that reflect their ability to meet national standards, contribute to organizational viability, gain support from their community, and partner with other providers;
• Creates a designated account in the state budget in anticipation of the future availability of federal or state funds to support the system,
• Directs state agencies and departments to consult with WIN211 about using the 2-1-1 system before creating any new public information telephone line or hotline for accessing health and human services information.

Q:   Are North Sound 2-1-1 and WIN211 part of the National 211 effort?

A:  Yes.  North Sound 2-1-1 and WIN 211 are in-turn, part of the National 211 effort that started in Atlanta, GA in 1997.

North Sound 2-1-1 extends gratitude to our current funders.  For without their support, the service could not have the impact it does:

• City of Burlington 
• City of Everett
• City of Marysville
• City of Sedro Woolley 
• Snohomish County Community Action Program ARRA Funding
• Snohomish County Community Mobilization
• Snohomish County Human Services 
• United Way of Skagit County 
• United Way of Snohomish County
• Washington State Department of Transportation 
• Workforce Development Council ARRA Funding

North Sound 2-1-1 also benefits from funding that passes through Washington Information Network 2-1-1 that comes from:

• Community Trade and Ecomonic Development
• Washington Military Department Emergency Management Division
• And other contracts with Agencies