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2-1-1 Community Services Help Line . Shannon Huffman, MA Scott Payne, M.Div. What is 2-1-1?. A 24/7, free, accessible, 3 digit telephone number that helps anyone access community services. Information & Referral Maze. I can’t pay my rent. My child is on drugs. I want to kill myself.

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Shannon Huffman, MA Scott Payne, M.Div

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Shannon huffman ma scott payne m div


Community Services Help Line

Shannon Huffman, MA

Scott Payne, M.Div

What is 2 1 1

What is 2-1-1?

A 24/7, free, accessible, 3 digit telephone number that helps anyone access community services

Shannon huffman ma scott payne m div

Information & Referral Maze

I can’t pay

my rent

My child is

on drugs

I want to

kill myself

I need to find


I want to


We can’t help with that

Please call

back when

we’re open

I’ll try to transfer you to an agency who can help

We only do senior daycare

Why did you call us?

I’m not sure who you can call.

I don’t know, please hold.

We don’t

serve your


Shannon huffman ma scott payne m div

2-1-1 Information & Referral

I need to find


I want to


I can’t pay

my rent

My child is

on drugs

I want to

kill myself


2-1-1, how may

I help you?

Yes, I can connect you with someone who can help…









Child Care


And Referral




Common 2 1 1 needs

Common 2-1-1 Needs

Basic Human Needs: food, clothing, shelters, rent, utility assistance

Physical and Mental Health: health insurance, Medicaid and Medicare, medical information, crisis, support, drugs and alcohol

Employment: financial assistance, job training, and transportation

Older Americans and Persons with Disabilities: adult day care, congregate meals, Meals on Wheels, respite care, home health care, transportation

Children, Youth and Families: childcare, after school, Head Start, summer camps and recreation programs, mentoring, tutoring, protective services

Disaster Assistance: distress helplines, donation hotlines, shelters, safe registry

Volunteer Opportunities and Donations

N 1 1 numbers

N-1-1 Numbers

  • 2-1-1 Health and Community Services, United Way

    • Information and referral for agencies that provide shelter, food, clothing, physical health needs, mental health needs, counseling, veterans’ services, rental and utility assistance

  • 3-1-1 Government Services

    • Local government offices/services can be reached by dialing 3-1-1. This includes all government services from ADA compliance to Zoning (in certain metropolitan areas ONLY!)

  • 4-1-1 Directory Assistance

  • 5-1-1 Traffic Information

  • 6-1-1 Phone Company Services, Line Repairs

  • 7-1-1 TDD, Relay for the Deaf

  • 8-1-1 Underground Utilities, "Call Before You Dig"

  • 9-1-1 Emergency Services

100 coverage in tennessee

100% Coverage in Tennessee

How referrals are given

How Referrals are Given

  • Closest to the caller are given first based on zip code

  • Unless closest agency has alerted us they’re out of resources

  • Three referrals are given if three are available (AIRS standard)

  • Eligibility criteria are given when known

  • Callers are given the phone number and make the calls on their own

Shannon huffman ma scott payne m div


(Supplemental Nutrition Assistance Program)

Shannon huffman ma scott payne m div


  • Supplemental Nutrition Assistance Program (SNAP)

  • 211 receives a grant from DHS to inform people about the SNAP program

  • (Almost) Every caller should be asked if they currently receive Food Stamps

  • If they do not have Food Stamps we offer to do a pre-screening to see if they might qualify

Snap pre screening

SNAP Pre-screening

  • We ask 14 questions that will help us determine if the caller might be eligible for Food Stamps

  • If the caller might be eligible, we copy and paste the table in the Note Area of ServicePoint

  • We refer the caller to the local DHS or the online application on the DHS website

  • If the caller does not appear to be eligible, we continue to assist with other resources that the caller needs

  • http://www.fcsnashville.org/fscalc/

Snap pre screening1

SNAP Pre-screening

Snap pre screening2

SNAP Pre-screening

Snap for seniors disabled individuals

SNAP for Seniors & Disabled Individuals

  • Low participation rate for senior citizens in particular

  • Eligibility criteria for these two groups are less strict

  • Also able to deduct medical expenses above $35

  • Seniors who apply for SNAP and are eligible for the medical deduction often don’t take it

Health assist

Health Assist

Health assist1

Health Assist

  • The Health Navigator program provides assistance to people who need health care or health care coverage (such as TennCare or private insurance) but cannot afford it.

  • Health Navigators assist clients by identifying those community health care resources available to them.

Health assist2

Health Assist

  • More than just a referral program, Health Navigators are advocates that help set appointments, fill out applications for insurance and prescription assistance programs, and follow up to ensure services were received.

  • People can call the 2-1-1 Helpline or the Health Assist Helpline at 800-269-4038; both calls are free.

Crisis resources

Crisis Resources

Crisis call center

Crisis Call Center

  • Crisis Call Line

  • The Crisis Line provides free telephone counseling and support to anyone experiencing a crisis, 24 hours a day, seven days a week. Crisis counselors assist callers struggling with thoughts of suicide, grief, depression, anxiety, domestic violence, divorce, parenting problems, addiction or serious mental illness. Language translation services are available.

  • If you are in crisis and need help nowcall 615-244-7444, 24-hours-a-day.

  • If you are feeling

National suicide prevention lifeline

National Suicide Prevention Lifeline

  • No matter what problems you are dealing with, we want to help you find a reason to keep living. By calling1-800-273-TALK (8255) you’ll be connected to a skilled, trained counselor at a crisis center in your area, anytime 24/7.

Thank you

Thank you!

  • Contact us with Questions at

  • Shannon Huffman, MA

    [email protected]

  • Scott Payne, M.Div

    [email protected]

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