Las Vegas NowNevada 211 Operators Getting Help

Nevada 211 Operators Getting Help

Nevada 211 has answered more than 6,000 calls for help in October alone. Operators say as more and more families struggle to survive, the calls are becoming more desperate by the day.

211 operators hear it all and it's their job to refer callers to local agencies that still have resources to help. But shrinking budgets and growing demand are making that task a lot tougher and more stressful.

September Kolander isn't just a Nevada 211 operator, she's a certified information and referral specialist. But that doesn't make her immune to the stress and heartache she hears on the other end of the phone everyday. "It's hard for us not to have a reaction," she said.

In fact, the trained professional admits she broke down after talking with a disabled elderly man recently. "He didn't have anyone and he was sobbing -- just sobbing," she said.

"You tend to carry that around with you, even take it home with you at night and you may not even realize it," said 211 operator Belinda Brooks.

That kind of emotional toll is called compassion fatigue. After several 211 operators broke down in their supervisor's office recently, HELP of Southern Nevada knew it was time to call in a professional counselor to help these helpers cope. "If we don't keep them healthy, and they aren't able to handle the calls, then what's going to happen to that caller," said HELP President Terrie D'Antonio.

With contact information for more than 5,000 southern Nevada agencies at their fingertips, as well as the latest information about who still has funding and who doesn't, HELP really may be just a phone call away.

These operators want to make sure they're ready and able to handle that call. "Some of them actually do call back and say, ‘Hey, if it weren't for you, I'd have nowhere to stay right now,' and I know it's not because of me but rather the information they received. But still, it feels good to know you're actually making a difference," said Kolander.