Every day, thousands of Central Texans face moments of uncertainty, wondering where they’ll find food, how they’ll pay a bill, or where to turn during a crisis. For many, hope begins with 2-1-1.
This year marks United Way for Greater Austin’s 30th year helping Central Texans navigate basic resources through 2-1-1. 2-1-1 Assistant Manager Carmen and her team of 11 build off decades of expert service connection every day, ensuring every call is met with understanding and care.
As we celebrate 2-1-1 Day today, we’re proud to spotlight Carmen and the extraordinary work she and her team do to support our community.
For Carmen, this role is more than a job. It’s a chance to meet people at pivotal moments in their lives.
“One of the most rewarding parts of this work is hearing hope return to someone’s voice,” Carmen shares. “Sometimes people call feeling overwhelmed or unsure where to start, and by the end of the call, they know they’re not alone.”
Just this month Carmen recalls a powerful moment that reflects the impact of the 2-1-1 team. One of her staff members conducted a follow-up call with a survivor of domestic violence who had reached out for help.
During the initial call, the team connected the caller to critical safety and support resources. During the follow-up, the survivor shared that she had successfully accessed services and was beginning to rebuild her life.
“It was incredibly meaningful – not just for the caller, but for our staff member and our entire team,” Carmen said. “It reminds us why this work matters.”
Stories like these happen every day, often quietly. But for families across Texas, these connections can mean safety and stability.
“We focus on treating every call as unique,” Carmen explains. “Even if it’s a situation we hear about often, it’s new and important to that person. Our team is trained to listen first, respond with empathy, and make sure callers feel heard and supported.”
As we celebrate 2-1-1 Day, Carmen’s leadership reflects the dedication and care that make 2-1-1 a trusted resource for Central Texas families. Today we’re proud to celebrate our Community Health and Resource Navigation team, which Carmen helps lead, for making that impact possible.