May is Mental Health Awareness Month in Ohio and nationally. As one of only four agencies in Ohio that provide both 211 and 988 services, Pathways of Central Ohio is in a unique position as a blended center to discuss how 211 connects callers to local mental health services. (Note: 988 is the new number to reach the National Suicide Prevention Lifeline.)

As an Executive Director, Kristin McCloud is often asked how her staff handle mental health-related calls. At her agency, staff are trained to handle all types of calls including suicide attempts and threats. Often, these types of calls come in on the 211 lines. This is true for the other agencies in Ohio that only provide 211.

Importantly, 211 can connect callers to mental health services before they need 988. In 2022, 211 call centers in Ohio transacted 47,892 calls for mental health and substance abuse services. In 2023, the call volume rose to 63,955 calls, a 26 percent increase. Total 211 calls in Ohio in 2023 were 874,040 compared to 162,800 calls/texts/chats to 988.

“John” called 211 regarding the suicidal thoughts he was having. At the age of 45, “John” had had his

share of troubles over the years: homelessness, chemical dependency, mental illness, and unemployment.

“John" knew to call 211 for help as he had called previously when he was homeless. The 211 staff contacted the local police who sent officers, including a CIT officer, to his home to keep him safe. “John” was hospitalized and reconnected with a local outpatient mental health program after his release. He was assigned a case manager. He also agreed to participate in Pathways’ Suicide Prevention Follow Up program. In the follow up program, “John” created a safety plan and received regular phone calls to check on his progress. As his medication began to take effect, “John” was able to address other areas of his life.

He is now in stable housing and recently married. Though he has completed the follow-up program, "John" still calls 211 just to let the staff know how he is doing.

Pathways of Central Ohio is a private, non-profit social service agency serving the following counties with 211: Licking, Knox, Athens, Crawford, Marion, Wyandot, Pickaway, and Washington. Pathways serves 11 counties with 988. Pathways was established in 1968 and incorporated in 1970.

Pathways is certified by the Ohio Department of Mental Health and Addiction Services and nationally accredited by Inform USA (formerly known as the Alliance of Information and Referral Systems). It has been a participating center of the National Suicide Prevention Lifeline for nearly 20 years. You can visit their website at: https://pathwaysofcentralohio.com/

John and his family were able to get the assistance they needed to get the water turned on for his family. John has since been able to leave the hospital and is feeling much better. John and his family were grateful that someone was there to point them in the right direction to get the help they needed.  

Did you know that more than 40% of families in Montgomery, Greene, and Preble Counties struggle to get by each month? When you support UWGDA, you are helping ensure services like VetsLink are there to connect thousands of people like John to the assistance they need to survive.

To learn more about the programs and services at the United Way of Greater Dayton and their 211 click here - https://dayton-unitedway.org/

Below is the 2023 preliminary data for Ohio 211

Click here to see the roles each of the three critical lines - 211, 988, and 911 - play in the safety of our citizens. 211 provides fourteen call centers and four of those are blended centers also providing 988 crisis services. All of these call centers are 24/7.

 Please share with your co-workers!

Ohio 211 Providers

• Area Agency on Aging 3

• Ashtabula County Community Action Agency

• Fairfield County 211

• Mansfield/Richland County Public Library / First Call 211

• Lutheran Social Services 211 Central Ohio

• Help Network of Northeast Ohio

• Helpline of Delaware & Morrow County

• Lifeline, Inc.

• Pathways of Central Ohio

• United Way of Greater Cincinnati

• United Way of Greater Cleveland

• United Way of the Greater Dayton Area

• United Way of Summit & Medina

• United Way of Greater Toledo

In 2001, following the Federal Communications Commission authorization of 211 for the provision of information and referral, the Public Utilities Commission of Ohio (PUCO) gave Ohio AIRS (DBA Ohio 211) responsibility for overseeing the development and management of 211 in Ohio.

Ohio 211 Website

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