Chapter 2: The Hotline

Katie heard a lot about 211 doing this reporting—from homeless people and service providers and advocates. In her mind, it was the 911 of homelessness. Only, more often than not, it seemed like when people called 211, the metaphorical ambulance never came. That was true for Tulicia Lee, and it was true for lots of other people she met.

If everyone starts at 211, why is it a dead-end for so many people? What is happening at 211? At the beginning of March, right before everything shut down for the pandemic, Katie spent a day in the 211 call center.