A central access point for people in need

During times of personal crisis or community disaster, IMPACT 211 makes it easy to get connected to critical resources that can help people regain stability.

Serving the nine-county region of Southeastern Wisconsin, IMPACT 211 is the largest 24-hour provider of information and referral services in the state; and part of the 10th largest 211 system in the country. Since its inception as a 3-digit helpline in 2002, over 3.6 million phone calls, texts, chat sessions, emails and online searches of the resource directory have been conducted.

  • 5,000 services in the resource directory are indexed and frequently updated to ensure accuracy
  • Nearly 25,000 clients served per month
  • 71% of calls are answered within three minutes
  • Flexible, skill-based call routing ensures efficiency
  • The state-of-the-art contact center has fully remote capability
  • Auto-text platform has been scripted to provide e-referrals to COVID testing and Milwaukee food pantry locations
  • Data analysis provides valuable insight for stakeholders to address community need and gaps in services
  • Annual budget $1.8M with support from public and private funding
In 2021, IMPACT 211 conducted random follow-up calls with 69,000 clients:
  • 99% understood their next step by the conclusion of their initial call
  • 87% contacted the referral provided by IMPACT 211
  • 94% said their need was resolved
  • 97% would recommend IMPACT 211 to a friend in need of assistance