2-1-1 Third Quarter 2017 Report Available

The third quarter (Q3) 2017 report for 2-1-1 is now available for download. 2-1-1's call center, PATH, provides United Way with anonymous quarterly reports detailing the reasons callers reach out to 2-1-1. These reports contain valuable information on our community's pressing issues.

Learn more about 2-1-1.

For Q4 2016, 2-1-1 recieved 634 outreaches from Champaign County residents.

The top three reasons callers dialed 2-1-1 were:

  • Utility Assistance (143 calls)
  • Rent Assistance (118 calls)
  • Homeless Shelter (84 calls)

Unmet Needs

While a majority (76%) of 2-1-1 callers find help, sometimes programs do not have enough funding to help, or a service simply isn't available here in Champaign County. 

2-1-1 provides United Way with a comprehensive unmet needs analysis. Of the 634 outreaches to 2-1-1 in Q3, 154 (24%) of the callers were unable to find a service locally to meet their need. This is down 5% from Q3 2016, when 29% of callers were unable to find a service to meet their need. United Way is using the Unmet Needs report to track the most pressing needs and work with local partners and lawmakers to close the gap in available services and improve the 2-1-1 database. 

The most common reasons people call 2-1-1 are related to housing: rent and utility assistance, and homeless shelter. Because of the significant, recurring unmet need for rent and utility assistance, for our upcoming Funding Cycle United Way has added Number of people who recieved Rent or Utility assistance as a program output metrics underneath our Financial Stability building block. We hope this will increase funding available in these areas.

Additionally, United Way has responded to the unmet need for homeless shelter. United Way has brought the Emergency Shelter for Families to our community, a new program that allows families to stay together in apartments for up to 30 days while they work with a case manager to find permanent housing. We have also collaborated with the local faith community to open the CU Men's Shelter the past two winters, providing 30 beds for homeless men annually from mid-November through March.

Finally, another common reason people do not find help is that 2-1-1 may not be notified when services are added or changed. Any referral service is only as good as it's database of information, and the responsibility lies on both 2-1-1 and local programs to make sure all services are listed accurately, so everyone in our community can find the help they need. Anyone can submit information to 2-1-1's database at any time - just dial 2-1-1, or submit information on their website.


For Q3 2017, the top three unmet needs in Champaign county were:

  • Rent Payment Assistance 
  • Utility Assistance
  • Homeless Shelter

Why Need was Unmet

2-1-1 provides the reason why a caller was unable to get help. Here are detailed reasons for the top three unmet needs. Please contact United Way if you would like to explore this data further.

Rent Assistance (50 callers' needs unmet)

82% Program out of funding

10% Service is Unavailable

8% Other (Does not meet eligibility guidelines, service too far away/no transportation/refused referral)

Utility Assistance (45 callers' needs unmet)

46% Service is out of funds

37% Caller does not meet eligibility guidelines

12% Service Unavailable

Homeless Shelter  (15 callers' needs unmet)

73% Service is unavailable

13% Service unavailabe to men

6% Caller does not meet eligibility guidelines

United Way believes the CU Men's Winter Shelter opened November 2017, will decrease the unmet need for homeless shelter.