“A hidden secret”: Shining a light on Central Michigan 2-1-1
Members of the Central Michigan 2-1-1 team at LifeWays. Left to right: Angel Fletcher, Terrina Liogghio, Cat Runyon, Barbara Owens, Evelyn Mercer, Haley Curl.
As 2-1-1 Day approaches on Feb. 11, LifeWays is proud to highlight the vital work of Central Michigan 2-1-1, a program operating out of LifeWays and staffed by LifeWays employees. Central Michigan 2-1-1 is dedicated to connecting individuals and families with essential community resources. Despite being a critical service, many community members remain unaware of 2-1-1’s role in helping individuals navigate challenges related to housing, utilities, food, and more.
"I just did an event on Saturday, and so many people asked, ‘What is 2-1-1?’" said Evelyn Mercer, 2-1-1 Program Supervisor. "I’ve been here 11 years, and I still get people asking that."
Evelyn Mercer, 2-1-1 Program Supervisor
What is 2-1-1?
Central Michigan 2-1-1 is an information and referral service that helps people in need find available resources in their community. Whether someone is facing eviction, struggling to pay their utility bills, or searching for a food bank, 2-1-1 provides real-time information on agencies that may be able to help. The system is constantly updated, ensuring the most accurate and up-to-date information is available.
“The best way I can describe it is we’re an information and referral line. We’re there for people when they need help,” Mercer explained. “We can tell them who has active funding, and make sure they get connected.”
The impact of Central Michigan 2-1-1 is felt throughout the region, offering support in ten counties, including Jackson, Hillsdale, Lenawee, Clinton, Eaton, Ingham, Genesee, Livingston, Monroe and Shiawassee.
James Webb, Information & Referral Specialist
Central Michigan 2-1-1’s Recent Achievements
Beyond providing critical assistance, Central Michigan 2-1-1 stands out for its high number of records, resources available in the system. Among all 2-1-1 programs, Central Michigan 2-1-1 holds the most records in the system, overseeing the largest number of agencies and resources within its 10-county service area.
“We don’t even cover the most counties, but we hold the most records,” Mercer said. “Each of these records must be maintained to ensure we have accurate information.” This work is handled by just three dedicated resource specialists who manage the database, making sure information remains current and accurate.
In 2024 alone, Central Michigan 2-1-1 answered an astounding 69,519 calls, providing crucial assistance to those in need.
Meeting the Community’s Greatest Needs
Last year, Central Michigan 2-1-1 saw its highest call volume related to housing and utility assistance. Requests for emergency shelters, rental support, and heating assistance dominated the calls, reflecting the growing need in communities across the region.
“When there aren’t available resources, we get creative,” Mercer said. “If we can’t find rent assistance, we might ask if they need food help instead — freeing up money elsewhere to pay rent. We do whatever we can to help.”
Raising Awareness and Looking Ahead
As 2-1-1 Day approaches, Central Michigan 2-1-1 is working to raise awareness about its services.
“It’s still almost like a hidden secret, and we’re really trying to change that,” Mercer said.
With a dedicated team answering calls 24/7, Central Michigan 2-1-1, backed by LifeWays, remains committed to serving its community.
For more information, visit www.centralmichigan211.org or dial 2-1-1 to connect with resources today.