GENERAL ISSUES

What will a call to 2-1-1 cost me?
Indiana 211 Partnership (IN211) is working to ensure that calls to 2-1-1 will be free. This will be the case for most landline phones where 2-1-1 service is available. See below.

Is 2-1-1 available in my area?

Most telephone companies that provide service in 64 counties have completed "translation" work. It depends upon the geographic location from which the call is made and the telephone provider used to make the call.
2-1-1 service evolves daily; check back for updates. The experience from other 2-1-1 Centers around the country demonstrates that it will take many years to ensure 2-1-1 access for all citizens from all telephones.
Generally, callers from areas, or with providers, not yet programmed for 2-1-1 hear either a "fast busy" or a "not in service" recording. If you hear either of these and are calling from an area or provider listed here as an "active" 2-1-1 area, report the issue to IN211 by clicking here. Do NOT call your local telecommunications provider.

How does 2-1-1 work?
The 3-digits of "2-1-1" are "translated" by each telephone company and the IN211 network identifies the area code and prefix of the originating call and routes it to the appropriate IN211 Center. This is transparent to the caller. The 2-1-1 call is answered by a trained I&R Specialist.

Will I have to punch a lot of numbers or get lost in a phone tree?
No. You may be asked to "press 1 for English" or "press 2 for Spanish" or to "press any key to continue." IN211 and its Centers value easy access to services.

Is 2-1-1 available 24 hours a day?
Not yet. Some Centers offer 2-1-1 service 24/7 already. IN211 is working to achieve the goal of 2-1-1 system availability statewide 24 hours a day, 7 days a week, 365 days a year.

Can I use my cell phone to call 2-1-1?
Most wireless carriers have completed the work needed for 2-1-1 access (for example, Centennial, AT&T, Cingular, Sprint, T-Mobile, US Cellular and Verizon.). Arrangements with other cellular providers are ongoing.

Because most cellular plans charge customers based on usage, the 2-1-1 caller on a cell phone will be charged normal minutes, fees and taxes for usage.

Can I call 2-1-1 from a pay telephone?
Generally, yes. Note that some payphone customers in Ft Wayne, Indianapolis, and Evansville may be required to deposit coins to complete the 2-1-1 call. All other payphone calls to 2-1-1 should be free to the caller.

Why won't 2-1-1 work from my office?
Generally, if your office has "phone extensions" or a private branch exchange (PBX), your telephone system will require programming for 2-1-1 access. Have your telephone system administrator contact IN211 for instructions.

Are there other telephones that cannot access 2-1-1?
2-1-1 is generally an excluded service from hospitals, hotels, colleges, jails and any telephone where there is a separate charge for making a call.

Can I use my TTY (telephone typewriter)/TDD (telephone device for the deaf) to call 2-1-1?

Many IN211 Centers utilize Indiana Relay (711) and/or a TTY/TTD to respond to deaf, hard of hearing and speech-impaired currently. IN211 Centers seek to serve callers with no barriers.
ACDs (automatic call distribution systems) usually are not equipped to handle TTY callers, so IN211 is working to ensure that TTY users may receive I&R services either through using Indiana Relay (at 7-1-1) or by calling directly.

Why am I getting a fast busy when I dial 2-1-1?
Telephones that are not yet programmed for 2-1-1 will produce either a "fast busy" or a "not in service" recording. If you hear either of these and are calling from an "active" 2-1-1 area, report the issue to IN211 by clicking here. Do NOT call your local telecommunications provider.

How do I report trouble accessing 2-1-1?
If your county is listed as "active" and you are still not able to access 2-1-1, click here to complete a form. Please record the date and time of call, the telephone provider used to make the call and the location from which the call was made. Experience from 2-1-1 Centers around the country demonstrates that it will take many years to ensure 2-1-1 access for all citizens from all types of telephones.

When will all of Indiana have 2-1-1?

IN211 has developed a plan for full statewide implementation, although it will take many years to ensure that all Hoosiers have 2-1-1 access through all types of telephones (residential, business, pay phones, wireless/cellular).
To date, eight Centers offer 2-1-1 in their area. IN211 has endorsed four other I&Rs to begin 2-1-1 service in their areas as they are able. The remaining counties will be phased in as funding becomes available.

FUNDING FOR STATEWIDE COVERAGE

Is there a 2-1-1 tax on my phone bill?
No. There is no 2-1-1 tax or surcharge now and IN211 is not advocating one. (911 and 711 currently have separate additional fees on your telephone bill.)

What is the Indiana 211 Partnership's relationship with the United Way?
Many United Ways are a primary supporter of I&R and 2-1-1 services because they see 2-1-1 as a simple, effective, efficient and cost effective way for people to find and give help. It will help people improve their own lives, and in the end, strengthen our communities.

What is IN211's relationship with Duke Energy (formerly Cinergy)?
As a primary philanthropic supporter of 2-1-1 in Indiana, Duke Energy (Cinergy/PSI) recognizes how 2-1-1 can help meet basic, critical human needs. Duke (formerly Cinergy Foundation), funded by Duke shareholders, committed $600,000 over three years to help fund community access to 2-1-1.

How will 2-1-1 be funded?

Most I&Rs involved in 2-1-1 currently are funded privately-through local United Ways, community foundations, other donors and sales of directories. As a public-private partnership, IN211 seeks to leverage the private philanthropic funding with public funding.
Public funding is needed to augment local efforts to ensure that all Hoosiers have access to 2-1-1. A national initiative is gaining momentum to create federal funding to support 2-1-1. It is estimated that full 2-1-1 implementation requires $1 to $1.50 per capita.

LEGISLATIVE

What is the status of state legislation supporting 2-1-1?
The Indiana General Assembly passed HEA 1344 in 2004. Co-authored by Rep. Peggy Welch (D-Bloomington), Rep. Brian Hasler (D-Evansville), Rep. David Yount (R-Columbus), and Rep. Sue Scholer (R-Lafayette), and co-sponsored by Senators Jim Merritt (R, Indianapolis) and Tim Lanane (D, Anderson), I.C. 8-1-19.5 does the following:

encourages use of 2-1-1 for access to human services information and referral;
creates an account for future funds (complementing a federal appropriation bill) and requests no state funds;
encourages cost savings by requiring state agencies to work with 2-1-1 rather than creating new ten-digit information and referral (I&R) hotlines; and
provides legal liability protections for recognized, non-profit IN211 Centers.

What is the status of federal legislation supporting 2-1-1?
At the federal level, HR 211 and S.211 offer pending legislation that would provide $150 million in support for 2-1-1. Sen. Richard Lugar and Sen. Evan Bayh are co-sponsors. If fully funded, the Calling for 2-1-1 Act in Congress would provide about $3 million for 2-1-1 in Indiana. IN211 and its Centers have already secured the required 50% match through philanthropic sources. For the latest bill information, visit http://thomas.loc.gov/.