Call service deputy director: dial 211 ‘when your life is on fire’
RIVERTON — The purpose and impact of Wyoming’s 211 call service is best understood through stories.
One recent caller, a man who found himself suddenly responsible for his nephews after a family emergency, said navigating the guardianship process on top of his full-time job felt impossible. 211 stepped in, walked him through paperwork deadlines, identified resources to cover court fees, and offered in- person support in court.
In another case, a woman fleeing domestic violence ran out of gas in Wyoming after crossing the border from Utah. She called 211 and was connected first to a church that provided gas money, then to Family Promise, a program for unhoused families. The call led to stable housing, and independence — all sparked by the willingness to reach out for help.
Wyoming 211 was established in 2011 to handle non-emergency human services calls and ease the burden on 911 systems.
As Wyoming 211 Deputy Director Olivia Schon puts it, “Call 911 when your house is on fire. Call 211 when your life is on fire.”
Like the 988 suicide prevention number or 911, 211 is a federally designated three-digit number that’s available across the country. However, each state funds and operates its 211 services differently.
In Wyoming, the system functions as a nonprofit, not via state or county government.
Whether someone is dealing with housing instability, food insecurity, job loss, mental health struggles, or simply looking for local support services, 211 is a one-stop entry point to help.
“Most people don’t call unless they’re at their breaking point,” Schon said. “We meet them there. And then we walk with them the rest of the way.”
When someone dials 211, they’re connected with a community resource specialist who conducts a quick intake and begins the work of matching the caller with relevant local, state, or federal services. The more detail a caller can provide – whether they’re a veteran or a single parent, for example – the better 211 can tailor referrals to meet specific needs.
The range of requests is wide, and the system is built to accommodate that.
When Wyoming 211 first launched, it served only seven counties. With considerable effort, it expanded to 12.
Now, its reach is statewide.
Early on, Wyoming’s rural status was a major challenge as many counties didn’t have an established network of nonprofits and services for the 211 team to tap into. Working through the growing pains, the organization combed every corner of the state, recruiting resources from small faith-based food banks to federal housing programs.
When Schon joined the organization in 2022, the database contained about 2,400 resources.
As of mid-2025, that number has grown to over 3,040.
211 doesn’t just connect callers to organizations at random – each participating organization must opt in to the database through a guided intake process to ensure accuracy and up-to-date offerings.
A common call involves parents seeking diapers.
In such cases, the 211 team first checks for relevant services in the caller’s local region, factoring in their transportation access. If there’s no direct solution available – perhaps because of funding shortfalls – the specialist works with the caller to problem-solve: Could they save money in other areas? Is there a food pantry they access to free up cash for diapers? Are they part of a church or community group that might step in?
The goal is to help people stabilize multiple parts of their lives, even if their original concern was narrow.
“Google doesn’t care about your zip code or transportation status or housing situation,” Schon said. “But we do.”
Although 211 has been around for more than a decade, many Wyomingites still haven’t heard of it. To get the word out, the organization launched an Ambassador Program in 2023.
“Those are our boots on the ground,” Schon explained. “(Ambassadors) table events, deliver marketing materials and help us identify new services in their area.”
In terms of reach, Wyoming 211 maintains a tool called 211 Counts that tracks call volume and community needs in real time.
In the 82520 zip code, for example, 88 calls came through from June 2024 to June 2025. While that may seem modest, it represents dozens of individuals who sought and received assistance when they needed it most.
Of those 88 calls, about 30% were related to housing and shelter, with rental assistance being the top concern.
According to Schon, most callers were over age 60.
To avoid overwhelming callers, 211 specialists never give out more than three referrals at once. Instead, they schedule a one-week follow-up to ensure the caller was helped and to update 211’s database based on real experiences.
Often, those follow-ups uncover additional needs: Once someone has their nutrition needs met, they may be able to think more clearly about employment, transportation, or health care.
To maintain operations and grow, Wyoming 211 hosts an annual lip sync battle fundraising event, rotating locations around the state. It has also launched an initiative called CommuniCare – a referral system designed to help service providers share information and better coordinate support.
Instead of individuals needing to retell their stories over and over again to different organizations, a single intake can trigger outreach from multiple providers.
“It’s for people like Joe,” Schon says, referencing a fictional example. “Joe visits the food bank every week, but he also needs medication, clothes, and insurance. CommuniCare allows service providers to talk to each other – and reach out to Joe, instead of hoping Joe finds them.” For more information or to get help, visit www.wyoming211. org or dial 211 from anywhere in the state.
This story was published on June 18, 2025.