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

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Abstract
Introduction: 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. Methods: 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. Results: 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. Conclusion: Based on these insights, we provide suggestions on how to leverage the 2-1-1 system to intervene on FI.
Funding Information
  • Community & Academic Partnership Pilot
  • National Center for Advancing Translational Sciences
  • National Institutes of Health (UM1 TR004409)

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