Every day, people across Massachusetts face questions that can feel overwhelming: How will I pay this month’s rent? Where can I find affordable childcare? Is there food nearby? Who can help me care for a loved one?
In moments like these, knowing where to turn can make all the difference. That’s why 2-1-1 exists.
Twenty years ago, a group of visionary leaders, United Way partners and state collaborators shared a simple belief: Help should be easy to find, and no one should have to navigate a complex maze of systems while experiencing a crisis.
That vision became Mass 211, a single, trusted lifeline, supported by United Way, where residents are met with dignity, respect, and real solutions.
Since 2006, Mass 211 has answered more than 5 million calls and messages. Whether it’s emergency housing, childcare, food assistance, or mental health support through Call2Talk, the 211 specialists stand by ready to connect residents to essential needs.
Over two decades, Mass211 has scaled to meet the growing community need. In 2025 alone, Mass211 handled over 480,000 inquiries for help, connecting residents to over 40,000 services. Over 150 languages are supported to help ensure Mass211 is accessible.
Close to 230,000 calls and requests for help from 211 in 2025 came from residents in the communities served by United Way of Massachusetts Bay. In our region:
- 25% of calls were requesting information and resources for mental health support and treatment.
- Housing and shelter assistance is the second-highest need, with more than 17,800 calls looking for information about rental payment assistance and more than 15,000 calls looking for information about shelters.
- 27,000 calls were looking for assistance with childcare expenses
- Over 14,000 calls were looking for utility payment assistance
- More than 7,100 calls were looking for assistance paying for diapers
This month, Governor Maura Healey officially proclaimed February 11th as “211 Day” in the Commonwealth, recognizing Mass211, local United Way organizations, state partners and most importantly the call takers who untangle the overwhelming with patience and skill every single day. United Way was honored to be joined by Massachusetts Senate President Karen Spilka in this special anniversary celebration.
Available 24 hours a day, seven days a week, Mass 2-1-1 connects residents to essential local resources — from housing and food assistance to mental health support, childcare, caregiver guidance, and services for older adults. It is free, confidential, and supported by trained specialists who listen, understand, and guide callers toward the help they need.
This year, the role of 211 feels especially important. Across our region, families continue to navigate the pressures of a high cost of living, where housing, groceries, utilities, and childcare stretch household budgets thinner than ever.
Across the United States in 2024, the 2-1-1 network responded to 16.8 million requests for help and made more than 18 million referrals to local services, evidence of the continued economic pressures facing households nationwide.
Mass211 is a public-private partnership supported by United Ways across the Commonwealth — an example of what is possible when organizations work together to ensure no one falls through the cracks.
This collaborative approach is core to United Way of Massachusetts Bay’s mission. For 90 years, we have brought people and resources together to solve complex challenges, strengthen families, and expand opportunities across the region. 211 is one of the clearest expressions of that commitment, responding to evolving needs in real time and ensuring that no neighbor faces hardship alone.