United Way of Southwestern Pennsylvania on Thursday celebrated 10 years of its PA 211 Southwest, a help line.

By calling 211, people can connect to localized services that can help them with everyday needs or crisis situations, according to Amy Franz, United Way of Southwestern Pennsylvania's Butler Region director.

“A person can call 211 with a need such as rental assistance, utility assistance, suggestions for where they could go to a food bank near them,” she said. “The resource navigator will talk them through their needs and provide a list of resources for them to access.”

Since its launch 10 years ago, 211 has received 1,102,843 requests for help. In 2020 alone, 3,100 Butler County residents made calls to 211.

“Whether you're a senior who is unable to pay a utility bill or a first-time user who needs food and diapers while quarantining from COVID-19, 211 is a valuable resource,” said Michele Sandoe, senior director of United Way's PA 211 Southwest.

Franz said the pandemic has thrust many into needing 211's support for the first time. She said that of the 3,100 callers in 2020, 800 of them were first-time callers.

“It's humbling to ask for help, and sometimes confusing to find out where to go,” Franz said. “To be able to have a centralized contact point, I think that helps people who are finding themselves in this position.”

According to statewide estimates, about 150,000 requests have been made through 211 since the pandemic began in March 2020.

The pandemic is just the latest cause of a growing use of 211 over the past decade. During that time, United Way has evolved its system.

In 2013, a self-serve website was added; in 2014, website chat features became available; and in 2015, text chats became available. Starting last year, 211 expanded its information and assistance resources to pandemic-related burdens.

“We constantly innovate at 211 in order to serve more people as needs continue to grow,” said Bobbi Watt Geer, president and CEO of United Way of Southwestern Pennsylvania.

Franz said as astounding as that growth has been, it may never meet the demand. She said the top three needs in Butler County consistently include utilities, housing and food.

“211 always is important,” Franz said. “It's accessible 24-7, and you'll be able to talk to a live person who is relatively local who is giving you resources that are local to you.”