Budget cuts force 211info to slash operating hours after July 4

PORTLAND, Ore. (KOIN) — After July 4, a private nonprofit which served as a key information hub will be moving away from its 24/7 core operating hours.

211info has connected families in Oregon and Southwest Washington to critical services since 2004.

However, CEO Dan Herman told KOIN 6 News reduced funding has forced them to scale back phone hours to 8 a.m. to 6 p.m. Monday through Friday.

“Human Service budgets are, at best, flat – many are in decline. And so, that’s reflected on 211info,” Herman said.

The shift means low-income residents will have reduced access to 211info’s referrals to housing, healthcare, food, utility services and more.

“We know this change may create additional barriers for people seeking help,” said Herman. “This is not the level of service our community deserves, and we believe everyone should have easy, reliable access to critical resources.”

Further, of the more than 255,000 calls for help 211info received in 2024, Herman said roughly 37% came in after 6 p.m. and on the weekends.

“That’s a significant number of contacts and folks reaching out to 211,” He said. “The good news here is we still have some specialty programs at 211 that’ll operate with extended hours.”

According to Herman, childcare, foster resources and parent support are funded through specialty programs with state, local and healthcare partners that will continue to operate beyond the new constraints.

Herman said other exceptions where 211info will expand beyond core hours include, “things like wildfires, severe weather – hot or cold – other kinds of natural disasters or man made disasters.”

“We still anticipate being funded and open for those activities at the request of state or local officials,” he added.

According to Herman, the devastating 2021 heat dome in Portland – during which 72 people died of heat-related illness – is what prompted 211info’s initial switch to 24/7 phone service.

During the event, 211info publicly stated more than 700 calls went unanswered over the weekend. Though it is not clear what support callers were looking for due to the lack of coverage.

“The purpose behind 211info going 24/7 in 2021 was the heat dome, where we then realized with our state partners and the dire circumstances that were hitting the state, it was important to be 24/7,” Herman explained.

After receiving legislative funding in 2023, Herman said 211info self-funded 24/7 operations because the nonprofit felt it was the right thing to do for clients and community members.

“It will be interesting to see the outcome and the impacts for this,” Herman said “We view this as an ongoing conversation with our partners to get funding. But generally, it’s disappointing.”

During the new core operating hours, Herman said community members can contact 211info by texting their zip code to 898211 or email help@211info.org and 211info will follow up during open hours.