United Way of Rock River Valley is taking major steps to revitalize the 211 Helpline, a free and confidential service that connects residents to food, housing, health care, and crisis support. For new Community Resiliency Manager Mishel Browning, the initiative is about more than updating a phone line—it’s about restoring trust and making sure families know where to turn in times of need.
“I’ve always wanted to help people, and when I learned about 211, I thought it was such a powerful resource that not enough people in our community even know exists,” Browning said. “If residents can see there’s a reliable way to get help, it brings a sense of stability and hope.”
Since stepping into the role a month ago, Browning has met with more than 25 local organizations and plans to meet dozens more. These conversations have already revealed consistent concerns: housing and childcare. “Almost everyone I’ve spoken with has said housing is the number one need,” she explained. “But what also stood out to me was childcare. It can be a barrier to attending a job interview or even just getting to work. I hadn’t realized how significant that challenge is for so many families.”
Accuracy is another top priority. Outdated information has frustrated residents in the past, so United Way is working agency by agency to verify services and contacts. “If someone calls for help, they should get the right number, the right address, and the right resource every time,” Browning said.
Browning also believes visibility is key. In the coming weeks, she plans to personally drop off brochures at every school and hospital in the Rockford area. “Building trust starts with putting a face to 211,” she said. “People need to know there’s someone here to listen, advocate, and make sure their concerns are addressed.”
She also envisions 211 as a lifeline during emergencies. Whether it’s a flood, storm, or fire, 211 has the potential to provide real-time updates on resources and shelter availability. “People can send photos of storm damage directly through 211, and we can coordinate with the city or fire department to get help where it’s needed,” she said. United Way is also exploring partnerships with the City of Rockford and local shelters to provide daily updates on available beds and emergency assistance.
For Browning, the work circles back to a simple truth: “At its core, 211 is about connecting people to hope. When we strengthen it, we strengthen the entire community.”
To learn more about 211, visit unitedwayrrv.org/211