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GOOD NEWS: Vermont 2-1-1 to Resume 24-Hour Coverage

Thanks to the over 100 organizations and individuals who signed our

sign-on letter supporting resumption of Vermont 211’s after-hours service, as well as the many folks who supported the effort in other ways. I’m happy to report that policymakers in the Administration and the Legislature have listened and responded: DCF’s Economic Services Division has worked out a way for VT-211 to resume its essential after-hours referral services as of December 6. Full 24/7 211 coverage for general human services will run until June 30, while Emergency Housing eligibility services will run through April 30, after which that will return to the current 8am – 8pm schedule through June 30. Funding for FY 21 will be determined through the annual budget process.

More information is in the press release from DCF/ESD and below.

Please thank lawmakers and administration officials that you may have contacted to express concern about the reduction in 211’s vital after-hours services. Special thanks are due to ESD Deputy Commissioner Sean Brown for his efforts, as well as AHS Secretary Smith, the Legislature’s Joint Fiscal Committee, and other key legislative leaders.

Thanks again for your support,

Erhard Mahnke, Coordinator Vermont Affordable Housing Coalition


For Immediate Release: November 20, 2019

Press Contact: Sean Brown, Deputy Commissioner of Economic Service Division Department for Children and Families 802-241-0594 or

Vermont 2-1-1 to Resume 24-Hour Coverage

Waterbury, VT— On December 6, 2019, Vermont 2-1-1 (VT 211) will once again be providing 24-hour referral services, including emergency housing placement. Vermont’s Agency of Human Services (AHS) is renegotiating the current contract with VT 211 to resume their 24-hour referral services for general human services including General Assistance emergency housing eligibility.

Under the terms of the agreement, beginning on December 6, 2019, VT 211 will provide the expanded services to take calls 24 hours per day, 7 days per week through a combination of additional staff and a contract with New England Call Center for coverage in the hard to staff hours of 12:00 a.m. to 8:00 a.m. This amended agreement will provide 24-hour VT 211 call center services for general human services through June 30, 2020 and for General Assistance emergency housing eligibility through April 30, 2020. After April 30, 2020 General Assistance emergency housing eligibility will return to its current schedule of 8:00 a.m. – 8:00 p.m., Monday through Friday. This new agreement will help VT 211 expand their capacity to provide increased call center services within Vermont and reduces their overall need for out-of-state coverage.

VT 211 has struggled to find and maintain out-of-state vendors to provide call center coverage for nights, weekends and holidays. As of October 1, 2019, VT 211 has not been able to staff its support line between the hours of 8:00 p.m. and 8:00 a.m. or at all on weekends and holidays. Recently, VT 211 has been able to provide coverage until 10:00 p.m. However, the service most impacted by this reduction in hours has been the General Assistance emergency housing program. Accordingly, the Department for Children and Families Economic Services Division (DCF-ESD) has been providing extended emergency housing placements to ensure vulnerable Vermonters have had housing through the recent cold spells. DCF-ESD will continue this practice until 24-hour referral service is restored.

“While we wish we could have had a solution sooner, we are content with this outcome because it’s important to provide this service for Vermonters,” said Sean Brown, Deputy Commissioner of the Economic Services Division in the Department for Children and Families. “This is especially true during the winter months. We recognize VT 211’s partnership and dedication to providing this ongoing service to Vermonters.”


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