From calls to action: leveraging the 2-1-1 system to intervene on food insecurity

TL;DR

This study explores how the 2-1-1 system can better address food insecurity by understanding the experiences and needs of callers seeking food-related help.

Contribution

The study provides novel insights into the specific reasons callers seek food-related assistance through the 2-1-1 system.

Findings

Callers often seek help due to ineligibility for federal assistance programs.

Non-income-related barriers and unexpected life events also drive calls for food support.

Callers suggest improving emergency food systems and informational support to reduce food insecurity.

Abstract

The 2-1-1 system is a nationwide social service provider that connects callers with unmet needs to appropriate community resources. Every year, over two million Americans experiencing food insecurity (FI) seek help from 2-1-1. Yet, little is known about the FI experiences among 2-1-1 callers seeking food-related support, specifically, who they are, the circumstances that lead them to contact 2-1-1, and the strategies they believe could help reduce FI.

To address this gap, we interviewed 30 food-related callers (20 in English and 10 in Spanish) to the Utah 2-1-1 system between November 2024 and January 2025.

Thematic analysis revealed three primary reasons for seeking food-related help from 2-1-1: (1) ineligibility for federal nutrition and financial assistance programs; (2) facing non-income-related barriers to accessing food; and (3) experiencing unexpected life events. Callers suggested strengthening and adapting federal nutrition assistance programs, improving emergency food provision systems, and enhancing informational support.

Based on these insights, we provide suggestions on how to leverage the 2-1-1 system to intervene on FI.