by Sarah Teague, South Sound 2-1-1 Resource Specialist
I can honestly say that I love my job. I’m a call and resource specialist at South Sound 2-1-1, which means I answer the phone when someone calls needing help, and works with the community to list the resources that are there to help. I like taking calls here because it connects me with my community in a way that I had never connected before.
- I have helped callers stay in housing, or found housing because they called 2-1-1.
- I have helped callers access a doctor, or insurance or dental care because they called 2-1-1.
To me, that’s amazing. And I am lucky, because not only do I have the ability to search our resources to find what can help a caller, I also to get to add the information about new programs, or make changes to the programs we have.
I have learned so much about what our community needs and the barriers we face. And how there are so many caring and committed groups working to help.
I collect information about community organizations and programs. Pester them with questions to help our callers be prepared (Oh, you provide this service too, fantastic! Now, should someone call to set up an appointment or just walk-in? What documentation should they bring?) And I am very grateful to those who work with me to keep the information as accurate as possible.
After I receive the information and, like any Librarian-at-Heart, I have to categorize it in a way that other people can find that information. Using the AIRS Taxonomy (the Dewey Decimal system of social services) every program is categorized so the Information & Referral Specialists can find it quickly.
Within seconds, we can pull up a list of food pantries across the county. Within minutes we can find information on resources available to help with multiple needs, or if there are no resources, we can try to troubleshoot alternatives and work-arounds.
And I am lucky to work with other people who are caring, and committed to our community. I am constantly moved by how much they give of themselves.
I think that’s why I have stuck around for eight years. I have really enjoyed watching the call center grow and seeing how we can really be the “First Call for Help.” I am looking forward to see how we can change and grow to serve our community better.