Overseeing a 24-hour help line that receives between 600-800 calls a day, mostly from people who need to find help to make ends meet, is no easy task.
You would never guess that from meeting Regina Greer, 39, who has been the director of United Way 2-1-1 for nearly one year.
Implemented three years ago in most of Missouri and more recently in Southwest Illinois, United Way 2-1-1 is a 24-hour, seven day a week, free and confidential call center for anyone needing to find basic needs, child or adult care, employment services, mental health services and many other like resources.
The call center is housed at United Way of Greater St. Louis’ downtown office and has 20 full-time and 10 part-time staff. All of the center’s staff are trained to help people find the assistance they need.
“Our specialists don’t just put a Band-Aid on someone’s problem, they really listen to the caller and ask questions to determine the root of why that person is calling,” said Greer.
“Often the reason they’re calling turns out to be a symptom of a much bigger issue that we may be able to help address.”
With the continued increase in calls coming in to 2-1-1, Greer often finds herself on the front lines with the call specialists. She has always been one to take charge, but also step right in and get her hands dirty.
“It’s important to know first-hand what’s going on,” Greer said with her calm demeanor and gentle voice. “It helps me better understand the types of calls we’re getting and it also helps me empathize with the needs of the call center specialists.”
As one who enjoys teaching, sharing and fixing problems, ensuring the well-being of others is right in line with Greer’s character.
She sees great potential for 2-1-1. “There’s so much value to 2-1-1 for everyone in the community. I love having the opportunity to be in a position to help it grow.”
Her role as director of 2-1-1 fits her perfectly.
“I wanted a career where I could help people,” she said. “United Way is a great organization. Who would not want to work in a job where you make an impact on someone’s life every day?”
2-1-1 is a fast, free and confidential way to give or get help 24 hours a day, 7 days a week. 2-1-1 call centers operate under national standards and are staffed by trained specialists who quickly assess the callers’ needs and refer them to the help they seek. Information is available on a broad range of services, including food banks, affordable housing, health resources, child care, after-school programs, elderly care, financial literacy, and job training programs. Those with cell phones only should call 800-427-4626.
