Volunteers needed for help hot lines

Everyone knows to dial 911 in case of an emergency, but there’s also a number to call in a social-service emergency: 211. The 211 service is meant to be a clearinghouse of social services, where one call can connect a needy person with exactly the right kind of help.

There are eight 211 call centers in the state of Washington, but none of them is in Spokane. Calls originating in Spokane are answered by 211 staff in Yakima. Jan Dobbs, director of crisis response services in Eastern Washington, would like to change that by bringing 211 back to Spokane in January. Dobbs has secured some funding; now all she needs are some dedicated local volunteers.

“The calls that have been going to greater Columbia (Yakima) are seamless. It has been working very well,” said Dobbs, adding that having a local call center makes a difference during communitywide emergencies, like the big snowstorms last winter. “During the winter storms, emergency management used 211 as the number to call, and it’s nice to have local residents answer the phone under those circumstances. We have the appreciation of what’s going on in the community, because we are right here.”

In 2008, more than 18,000 calls were made by Eastern Washington residents to 211. The service covers Spokane, Stevens, Ferry and Pend Oreille counties. This year, 211 had already received 18,788 calls by October.

“A typical call would be someone saying, ‘I need rental assistance,’ or ‘I can’t pay my utility bill; is there some place that can help me?’ ” said Dobbs.

The 211 call center in Spokane was closed in July 2008. Reopening depends on the number of volunteers Dobbs can find.

“I need two people in the office, eight hours a day, from 8 to 5 p.m., Monday through Friday,” said Dobbs, explaining that volunteer shifts don’t have to last all day. “We would love to hear from you if you can do four hours one day, or two hours another day.”

Volunteers must be 18 or older and have good phone skills. Computer training can be provided if needed.

First Call for Help, which has been around for 40 years, is a 24-7 crisis hot line, and it also needs volunteers. Dobbs said it takes 75 volunteers to have that line open, but right now only 61 have signed up.

“We offer four-hour shifts, except for the midnight to 8 a.m. shift, which is handled by one person,” Dobbs said.

First Call for Help provides supportive listening for people in crises big or small, and it may refer callers to professional clinical staff, Dobbs said.

“There are calls like, ‘I’m really not getting along with my mother-in-law,’ or ‘My boyfriend’s family is coming for Thanksgiving, and I’m terrified of burning the turkey,’ ” said Dobbs. “But there are also calls from people who feel suicidal or those who have no one to talk to.”

Volunteers with an interest in social services do really well with First Call for Help, Dobbs said.

“We got more than 140,000 calls last year,” said Dobbs. “And people can call in anonymously. We are getting a lot of calls now with the economy being the way it is. A few volunteers could make a huge difference.”