Located in the old Montgomery Park building in Baltimore City is the United Way of Central Maryland’s 2-1-1 Call Center. Every day, the Call Center employees come to work prepared to help callers with anything from locating emergency shelters, to su

Located in the old Montgomery Park building in Baltimore City is the United Way of Central Maryland’s 2-1-1 Call Center. Every day, the Call Center employees come to work prepared to help callers with anything from locating emergency shelters, to substance abuse treatment options, to utility bill assistance, and more.

The 2-1-1 helpline is a free and confidential number that anyone can call for a variety of assistance. In FY 2018, this call center alone answered over 112,000 calls.

The 2-1-1 helpline is a free and confidential number that anyone can call for a variety of assistance. In FY 2018, this call center alone answered over 112,000 calls.

This sign reads “Free compliments for your co-workers. Take one!” This is one of many morale-boosters displayed around the office. Employees at the United Way like to keep their spirits high and remain positive because they are extremely passionate

This sign reads “Free compliments for your co-workers. Take one!” This is one of many morale-boosters displayed around the office. Employees at the United Way like to keep their spirits high and remain positive because they are extremely passionate about the community they serve.

Two United Way employees take a break and work on a puzzle in the office.

Two United Way employees take a break and work on a puzzle in the office.

Walking around the Call Center you can see extra headsets and chairs at many of the cubicles, which are used by visitors. Occasionally, visitors can sit-in on a call as the employee works to assist the caller.

Walking around the Call Center you can see extra headsets and chairs at many of the cubicles, which are used by visitors. Occasionally, visitors can sit-in on a call as the employee works to assist the caller.

I sat down with Information and Referral Specialist Mike L. and asked him how his phone interactions go considering many of the callers are in high-stress situations. Mike said, “Mostly, people are just grateful. They are just thankful to have your

I sat down with Information and Referral Specialist Mike L. and asked him how his phone interactions go considering many of the callers are in high-stress situations. Mike said, “Mostly, people are just grateful. They are just thankful to have your help and to have someone there to listen to their problems and help them work through it.”

Here, two employees are taking calls at their desks in April 2019. During tax season, there is an increase in callers looking for help filing their taxes. In FY 2018, the helpline received over 17,000 requests for tax and legal assistance.

Here, two employees are taking calls at their desks in April 2019. During tax season, there is an increase in callers looking for help filing their taxes. In FY 2018, the helpline received over 17,000 requests for tax and legal assistance.

A Call Center employee waits for the next call to come in.

A Call Center employee waits for the next call to come in.

The United Way of Central Maryland works with local communities in many ways. In the office kitchen, coworkers can gather to write notes of encouragement to students as they go through PARCC Testing. Also, bookmark templates sit on the table ready t

The United Way of Central Maryland works with local communities in many ways. In the office kitchen, coworkers can gather to write notes of encouragement to students as they go through PARCC Testing. Also, bookmark templates sit on the table ready to be colored. Once completed, the bookmarks will be placed into books that get donated to a child at a partnering school.

These are some of the finished notes of encouragement that will go to students during standardized testing time.

These are some of the finished notes of encouragement that will go to students during standardized testing time.

In addition to the initial interaction with callers, the Call Center also runs a follow-up process to check in with them later on. Feedback from the people who have called the helpline first-hand is crucial in determining the best ways to help in th

In addition to the initial interaction with callers, the Call Center also runs a follow-up process to check in with them later on. Feedback from the people who have called the helpline first-hand is crucial in determining the best ways to help in the future. Employee Robin Z. says the follow-up calls are “extremely well worth it.”

This is the portion of the United Way’s office that houses the 2-1-1 Call Center.

This is the portion of the United Way’s office that houses the 2-1-1 Call Center.

The 2-1-1 Maryland United Way Helpline is available 24/7 in 150 languages. The employees are trained to help callers with utility assistance, housing assistance, family & individual support, food assistance, and much more.

The 2-1-1 Maryland United Way Helpline is available 24/7 in 150 languages. The employees are trained to help callers with utility assistance, housing assistance, family & individual support, food assistance, and much more.

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Located in the old Montgomery Park building in Baltimore City is the United Way of Central Maryland’s 2-1-1 Call Center. Every day, the Call Center employees come to work prepared to help callers with anything from locating emergency shelters, to su
The 2-1-1 helpline is a free and confidential number that anyone can call for a variety of assistance. In FY 2018, this call center alone answered over 112,000 calls.
This sign reads “Free compliments for your co-workers. Take one!” This is one of many morale-boosters displayed around the office. Employees at the United Way like to keep their spirits high and remain positive because they are extremely passionate
Two United Way employees take a break and work on a puzzle in the office.
Walking around the Call Center you can see extra headsets and chairs at many of the cubicles, which are used by visitors. Occasionally, visitors can sit-in on a call as the employee works to assist the caller.
I sat down with Information and Referral Specialist Mike L. and asked him how his phone interactions go considering many of the callers are in high-stress situations. Mike said, “Mostly, people are just grateful. They are just thankful to have your
Here, two employees are taking calls at their desks in April 2019. During tax season, there is an increase in callers looking for help filing their taxes. In FY 2018, the helpline received over 17,000 requests for tax and legal assistance.
A Call Center employee waits for the next call to come in.
The United Way of Central Maryland works with local communities in many ways. In the office kitchen, coworkers can gather to write notes of encouragement to students as they go through PARCC Testing. Also, bookmark templates sit on the table ready t
These are some of the finished notes of encouragement that will go to students during standardized testing time.
In addition to the initial interaction with callers, the Call Center also runs a follow-up process to check in with them later on. Feedback from the people who have called the helpline first-hand is crucial in determining the best ways to help in th
This is the portion of the United Way’s office that houses the 2-1-1 Call Center.
The 2-1-1 Maryland United Way Helpline is available 24/7 in 150 languages. The employees are trained to help callers with utility assistance, housing assistance, family & individual support, food assistance, and much more.