211 Counts reports data collected by IMPACT 211 and other service providers

Across the United States, 211 contact centers handle millions of calls every year. IMPACT 211 and other service providers share aggregated data about the calls to 211 Counts, which systematically tracks and summarizes callers’ needs. This data is available for the public to search by state with the option to filter results by ZIP Code, County, Congressional district, House district, Senate district and region. A region is a group of ZIP codes served by a call center; some call centers serve more than one region. IMPACT 211 serves the nine-county region of Southeastern Wisconsin.

“Total Calls” and “Total Service Requests,” displayed at the top of the page, reflect all calls and service requests to the contact center during the selected time range and for the selected geographical area. One caller may request more than one service.

211 Counts offers data about top requests - the most important basic needs of callers, such as food, shelter and clothing, as well as other major categories of need. IMPACT 211's taxonomy system is slightly different than that of 211 Counts. For example, IMPACT separates Mental Health and Substance Use Disorder into separate major needs categories. 211 Counts combines them. Clicking on a category enables the user to view focused data, including the percentage or total count of calls within the category.

The rate of a particular type of call is expressed per 1,000 adults living in that ZIP code, reflected on the map of data. Each ZIP code is colored to reflect a "high," "intermediate" or "low" rate of calls compared to others in that region. When "all" regions are viewed on the map, the colors reflect the comparative call rates for all regions of a call center.

U.S. Census maps are used for all locations except "region." Request data are collected for each Census ZIP code (which may differ from the U.S. Postal Service ZIP code). The data for each ZIP code are assigned to each of the locations on the dashboard. To avoid duplication, call data from each ZIP code is displayed in only one location in each grouping (e.g., a Congressional district) A ZIP code that spans more than one location area is assigned to the one that includes that ZIP code’s geographic center.

211 Counts provides a general overview of contacts handled by IMPACT 211. Much more data is collected and analyzed within IMPACT including expanded demographic information (gender, race/ethnicity, age, language spoken) as well as highly detailed information on presenting problems and the referrals provided to help address needs. Having served the community for over 20 years in this capacity, our IMPACT 211 team has a keen insight into the causes of trends and fluctuations and can address some of the barriers that prevent people from regaining stability including gaps in services. For more information about IMPACT 211 data and analysis, please email Bob Waite, Senior Account Manager.

Gov. Evers, First Lady Encourage Wisconsinites to Take Care of Mental Health this Holiday Season

Governor Tony Evers shared a video message to encourage Wisconsinites to take care of their mental, emotional, and physical health this holiday season, highlight the importance of checking in on loved ones and neighbors, and make sure folks have resources and tips to take good care of themselves and each other.

"You can call or text 211 to get connected to local services in your community, including mental health support, help if you’re experiencing domestic violence, utility assistance, or help finding a local food pantry," Governor Evers said. "...And always, always remember that no matter what challenges you’re facing, you are not alone, and it’s okay to ask for help. Wisconsin, let’s take good care of ourselves and each other this holiday season."

Watch the video message here.

As a mother, Stephanie would do just about anything for her son Nick. When she realized Nick’s substance use was spiraling out of control, Stephanie made the difficult decision to call IMPACT 211 to ask for resources that could help her struggling son. Laura, a compassionate community resource specialist, answered her call and was quickly able to offer targeted information and much-needed reassurance. Laura provided Stephanie with a range of local options from initial assessment and treatment for Nick to support services for the whole family. By the end of the call, Stephanie had the information that she needed to take the critical next steps saved on her phone.

IMPACT 211 community resource specialists are able to send referral information via text, including contact numbers, eligibility requirements, hours, and more. This helps ensure that callers have a handy record of all information at their fingertips.  

Read more client stories and please consider supporting our efforts.

Since 1960, IMPACT has helped people take the first step toward changing their life, for good. We assess and guide those experiencing personal crisis toward resources to achieve stability; and collaborate with community partners to foster system improvement throughout Southeastern Wisconsin.