For the past couple of decades, 211 centers across the nation have been connecting residents to a variety of services in their neighborhoods. While these offices may not look like much, they’re a crucial tool for those looking for help with everything from snow shoveling to mental health assistance.

But now the Susquehanna River Region 211 added yet another tool. It’s now possible to send a text to an operator, and get help or information on just about anything.

“We have found that some people are much more comfortable using a texting app than making a phone call. Sometimes you’re not able to talk openly where you can text much more freely," said Susqueheanna River Region 211 Director Candace Gregory.

The goal is to end any stigma that might be associated with reaching out for help related to topics like addiction, mental health or any other sensitive issue. Staff members have been trained to respond both over the phone or through text within their system.

And even for those who do still choose to call in, it’s an additional way to make sure they’re connected to whatever service or center they need.

“If I’m talking to someone and I’m like, I’m going to give you a phone number, and they’re like, I don’t have anything, I say no problem, we’ll just text it to you, and we wait on the phone until that text comes through and we know they’ve got all the information," said Gregory.

Since the start of the pandemic, calls and now texts to 211 have hit an all-time high. Some are looking for area food pantries, while others are seeking help about rental assistance, or even housing.

But as these phones continue to ring, staff members know they’re making a difference for so many.

“It is a really good feeling. We do this job because of our passion. We’re here to help the community in any way that we can, so this just gives us a different avenue to do our work," said Gregory.