Our Alaska 211 call center experiences both predictable and unexpected interactions. Here’s a look at how they stand ready to answer Alaskans calls for help on any given day.

8:17 a.m. A United Way Alaska 211 employee enters our office. They’re a Community Resource Specialist who helps Alaskan callers. They head to our call center, say hello to the other specialists, get a cup of coffee and put on their headset. By the time the phone system goes live, they’re ready to take requests.

8:30 a.m. The first call rings.

Alaska 211. How may I help you?

The caller tried before the lines were open. She’s prepared with a slew of questions about SNAP benefits and leads with:

DPA told me to call you. I applied three months ago and haven’t received my benefits.

The specialist listens and asks clarifying questions. The specialist realizes the caller received a letter from Alaska’s Department of Public Assistance, which includes information in the footer about Alaska 211. The specialist explains who we are and what we can and cannot do.

Then why did they direct me here?

The specialist shares that they can point callers to food pantries or additional resources.

Do you have children?

The caller says she has three children under the age of 18. The specialist lists nearby food pantries and talks about the Children’s Lunchbox program.

Thank you! Why didn’t I think about this? I’ll give them a call. Thanks again!

8:34 a.m. The call ends. The average time in 2023 for an Alaska 211 call was five minutes and 50 seconds. While one specialist is on the phone, others may be taking calls from their desks.

9:59 a.m. The specialist is entering data from their last call. They had referred the person to a nonprofit that assists with preventing homelessness. While they’re adding notes to their call log, they overhear another specialist talking.

Ma’am, I’m listening. I want to help you…

I understand you’re frustrated…

I realize what you’re looking for is a service I’m unaware of…

I’m happy to tell you what I know is available…

The specialist can tell the caller hung up. They’ve had it happen too. People who call Alaska 211 are often in crisis, so their emotions can be intense. Peeking around the cubicle, they ask:

You doing okay?

Yeah, that was a tough call.

Maybe now would be a good time for you to take your 15-minute break?

That’s a good idea. How about when I’m back you take yours?

Deal!

That check-in buttresses the other specialist. Sometimes just a minute or two of support is all anyone needs to settle—whether for a person on the phone or a colleague in the call center.

10:46 a.m. The specialist is back at their desk. They signal to the other specialists they’re live and answering calls. During the morning, every specialist takes their break. The phone rings.

Alaska 211. How may I help you?

I can’t find the name of the nonprofit that helps with durable medical equipment.

Give me just a few minutes while I search our database…Got it! The place is Access Alaska. Would you like me to give you their phone number?

12 noon The call center’s voicemail system turns on, and the specialists take their lunch break. Alaskans who call Alaska 211 during this hour can leave messages. The specialists return them when they’re back at their desks.

1:22 p.m. The specialist is waiting for the next caller. The phone rings.

Alaska 21…

Before the specialist can finish their greeting, the caller starts talking rapidly. His voice is strained. The specialist knows, right now, the best thing they can do is listen.

I’m not doing well. I don’t know where to turn. I don’t have anyone to talk to.

Navigating these calls takes sensitivity and compassion. There’s a brief pause so the specialist comments.

I hear that you’re feeling isolated. Calling us was a good idea.

The caller becomes angry and tells the specialist that they don’t know how he feels. He vents, clearly on the verge of tears. Several losses have stacked up in his life lately. The specialist wants to reassure him there are services that can help. However, they only make comments confidently. So first, they must help the caller deescalate, which they hope happens if they listen longer. Then, they can learn more about his situation and point him in a good direction.

1:56 p.m. The specialist is still on the phone, listening to the caller. Another specialist gestures for permission to enter their cubicle and jots something down on a piece of paper. “I’m here for you. How can I help?” The specialist writes a summary of the caller’s situation. The colleague offers a list of suggestions. The specialist nods.

You’re right. You’re right. I can understand how you can feel that isn’t fair.

They affirm the caller’s perspective. It helps. He takes a deep breath, albeit shakily. Moments like these reaffirm how important an in-person call center is.

Would now be a good time to share some resources that may be able to offer you support?

2:18 p.m. The call ends. The specialist’s heart is beating hard. They’re wondering if their help was enough for the person. The two specialists give each other small smiles. The gesture silently reminds them that they’re “in this together” at the call center.

Go take a break. You deserve it.

The specialist had hoped to take it later, but they know they need a few minutes to calm themself now. The specialist’s shoulders relax as they walk to the breakroom.

2:35 p.m. Just that little bit of time helped the specialist. They are ready to take calls and finish out the day. Things have slowed down some, so the specialist checks emails and returns some calls. Soon, the phone rings again.

Alaska 211. How may I help you?

Hi! Would you please schedule a tax prep appointment for me?

Absolutely, what day works for you?

How about next Wednesday?

2:51 p.m. The specialist enters notes, and the next few requests from callers are common.

Alaska 211. How may I help you?

Does any organization give out bus passes?

It depends. Can you tell me about what’s going on? I’ll see if I can direct you somewhere.

3:44 p.m. The specialist is in a groove. No day in the call center is ever the same. Volume fluctuates. Requests vary based on seasons. Time of day even impacts calls. The specialist considers their conversations. They’ve had short calls and long calls, calm calls and heavy calls, typical calls but no atypical calls yet…It’s almost like thinking this thought caused a unique request to hit the specialist’s phone.

Alaska 211. How may I help you?

Do you know where I can borrow a car for a driver’s test?

The specialist has never gotten this question before and asks for more information.

I need to get my driver’s license for this new job I got, but I don’t have a car.

Sometimes, Alaska 211 doesn’t have easy solutions. One thing the specialist can do is brainstorm with callers. They might not find answers, but they can direct people to possible options, which validate their needs.

Is it okay if I just think out loud here?

The caller agrees.

Maybe you could call a driving school and rent a car? Another idea is reaching out to a faith-based organization. They might have a car to could donate for your test.

The specialist wants to be transparent. That matters a lot to callers.

I’m just thinking outside the box, and I don’t want to give you false hope. Call us back if we need to look into other options, okay?

4:13 p.m. The specialist has responded to 37 callers today. The day went by both quickly and slowly. The call center is its own world. So many Alaskans need help, and fortunately many connect with Alaska 211. Just 47 minutes until the phone system turns off. How many more people will the specialist be able to help?

5 p.m. The specialist takes off their headset. Time to fill out their timecard and clean their coffee cup. Tomorrow will be here soon, and the specialist wants to be ready for whatever the call center brings…

Access Alaska 211 Website