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Behind every call we answer is a deeply committed individual, trained to respond with care, knowledge and urgency, and our staff reflect the community we serve.
The ages of our IMPACT 211 team range from 28 to 72. The majority are people of color. We have four bilingual staff members fluent in Spanish, and we utilize a language line so we can serve every caller regardless of language.
That cultural and linguistic diversity matters. It builds trust, especially for callers from Milwaukee’s most impoverished ZIP Codes who often feel unseen or unheard. Our callers know: We understand. We care. We’re here.
Every new team member goes through a rigorous 60-day training program. And currently, 80% of our staff are certified in Mental Health First Aid. We’re working to reach 100% because, when someone is in crisis, the quality of that first conversation can change everything.
For example, Mirelys called IMPACT 211, extremely upset about how she was going to feed her three young children. She spoke with Lynn, one of our bilingual specialists who immediately provided the reassurance that Mirelys desperately needed. Lynn helped Mirelys locate two nearby food pantries. One was open that same day, and another was open the next morning. But Lynn didn’t stop there. She assessed for other needs, told Mirelys about the PSC Lifeline program so her family could get discounted internet service, and encouraged her to apply for Energy Assistance.
That’s what we do. Compassion paired with action. IMPACT 211 is more than a helpline. It’s a team of people who reflect our community, understand its challenges, and are trained to make a difference.
Jasmine Window, IMPACT 211 Program Director
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