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UWCA's 2-1-1 Call Center team (Nathan Watson / Bham Now) — UWCA’s 2-1-1 Call Center team (Nathan Watson / Bham Now)

When you’re going through a tough time, sometimes you need resources to help make your hardships easier. Other times, you just need to know that someone is listening.

Bobbie Cole, a Call Specialist at a local Call Center, does both.

On February 11, United Way of Central Alabama (UWCA) is celebrating National 2-1-1 Day and people like Bobbie who help make Birmingham a better place.

United Way of Central Alabama celebrates 2-1-1

2-1-1 United Way Central Alabama — Fun fact: United Way’s 2-1-1 Call Center is Inform USA Accredited! (UWCA)

The 2-1-1 Call Center is a free service that directs people toward resources during difficult situations. It guides residents needing everything from food banks, clothing and shelter to emotional support like crisis intervention or counseling.

The helpline is open 24/7, 365 days a year.

In 2024, the Call Center answered 37,523 calls, and Ms. Bobbie Cole is to thank for responding to over 8,000 of those 2-1-1 inquiries.

Ms. Bobbie Cole answered 8,000 calls last year

Ms. Bobbie Cole, UWCA 2-1-1 Day United Way of Central Alabama — Ms. Bobbie has been a 2-1-1 Call Specialist for five years. (Nathan Watson / Bham Now)

Ms. Bobbie Cole joined United Way’s Free Tax Preparation Program in 2009. Ten years later, because of her love for people and previous volunteer experience at a crisis hotline, Ms. Bobbie became a 2-1-1 Call Specialist.

In that role, she often:

Arranges free transportation for qualified individuals
Assists those who need to isolate due to COVID-19
Connects callers to home reparation organizations
Finds job training, education + retention for eligible callers
Refers people to resources for help with rent/utility bills
Offers a shoulder to cry on during hard times

The job of 2-1-1 Call Specialists is not only to assess the immediate request of the caller, but also to listen for what else they may need.

Ms. Bobbie is 79 years old and said the thing she enjoys most about the job is talking to people her age and making them feel comfortable.

“I think that having someone like me can make them feel a little bit more at ease.”

I’m a widow and I have no one at home. So why wouldn’t I give back my time to people? I’m not gonna sit home and do nothing when I could be helping them.

I do it for the love of the people.”
Bobbie Cole, 2-1-1 Call Specialist, United Way of Central Alabama

37,523 of Birmingham’s greatest needs + how you can help

UWCA 2-1-1 Day United Way of Central Alabama — 37,523 Birmingham locals were helped last year because of UWCA’s 2-1-1 helpline. (Nathan Watson / Bham Now)

The Call Center answered 37,523 calls in 2024 and made over 95,000 referrals to resources for critical health and human services.

In 2024, the greatest needs in Central Alabama were utility and housing assistance. Following that were food and transportation needs.

Wondering how you can help Birmingham locals in need?

If you know of any services, nonprofits, churches or any organization dedicated to providing vital resources to people in need, let UWCA know!

“The needs are so great in the community, so we are continuously seeking out new resources.

If anyone is aware of a newer, local nonprofit or faith-based entity that has been providing critical health or human service for at least the last six months, please call 2-1-1 and ask to speak to our resource database specialist who can take it from there.”
Brooke Smith, Vice President of Community Initiatives, United Way of Central Alabama

It’s not just on February 11! Call 2-1-1, text 898211 + learn more about how 2-1-1 can help you.

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