Wiregrass 2-1-1 experiences record-breaking year for calls in 2020

Published: Jan. 14, 2021 at 2:42 PM CST
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2020 has been a difficult year for almost everyone. Between the pandemic and the hardships that came with it, many faced problems they had never dealt with before.

“Back in October call volumes started to go up and it was sad to hear some of the stories from people that had never needed help before. They were so reluctant to call because it was difficult to ask because they had never needed help,” David Duke, executive director of Wiregrass 2-1-1 said.

Those problems led many to turn to Wiregrass 2-1-1. Duke said it was a record-breaking year.

“The call volume was definitely up to around twenty thousand calls, we were providing about thirty three thousand different referrals to places and programs that people needed information for, needed help,” Duke said.

As 2020 came to a close, the last month of the year was their biggest.

“This past December in 2020 was believe it or not our highest call volume from the whole year. It was the highest call volume that we’ve had for any December since we’ve been open for 13 years and the reason being was Covid issues,” Duke said.

Majority of those calls concerned Covid-19 testing and vaccinations.

“People wanting to know how to get the vaccine and what is the process there. We’ve been able to provide that information and then if they were in the specific group that is getting the vaccines now here in the state of Alabama, we were going over those qualifications and letting them know what they need to do to be able to call and schedule to get vaccinated,” Duke said.

Wiregrass 2-1-1 continues to utilize their 900 agency partners providing assistance to Wiregrass residents.

Wiregrass 2-1-1 director, David Duke mentioned that their calls for the homeless population increased by thirty five percent in 2020.

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