Call Center Operators

Helpline 211 is a hotline providing free access to information, referrals, and confidential telephone counseling services. We are located in Tallahassee, FL and service the eight counties of the Big Bend area (Franklin, Gadsden, Jefferson, Leon, Liberty, Madison, Taylor and Wakulla.)  By dialing 211, you reach caring, trained counselors who can provide supportive counseling and information and referrals to programs in the community.


Our comprehensive referral database contains detailed information about more than 2,200 human service agencies, as well as mental health providers in the Big Bend area. We update this information frequently to ensure our counselors assist callers with accurate and up-to-date information.

Hours of Operation

Available 24/7

(Note: At this time, we do not offer crisis counseling services through webchat. Please call the hotline number if you are in crisis and need to speak with somebody.)

You can also Text 898211 to text with Helpline 211.

What Is It Like To Call?

Will my call be confidential?

Confidentiality is one of our most important policies. There are two circumstances in which we might need to break confidentiality:


1.) We are required by law to report the abuse or neglect of vulnerable persons when we have been given identifying information. However, the caller always has the option to talk about the abuse situation and to receive support without telling us identifying information.

2.) If we believe someone’s life is in immediate danger. We believe that, unless the risk is very substantial, immediate and certain, our most valuable role is to provide a trusted source of support.

Do I need to be "in crisis" before I call you?

No! Call anytime for help with anything. Many people call us for information and referrals for local community services. Others have something that’s on their mind that they want to talk about with someone outside of the current situation.

How do you help people who call you?

The first and most important way we help is by listening. You can call when you need to talk to someone who will be supportive and non-judgmental, and who will try very hard to understand exactly what you’re saying and how you’re feeling. We help you think through your situation and explore your options to help you figure out what you want to do, if anything.

Do you give advice?

No, we don’t give advice. We believe that you are the person who knows your situation best and that you are able to figure out what is best for your own life. Our role is to be a sounding board, and to help you reach your own, unique answers.

Is talking to a hotline counselor kind of like going to therapy?

No, our counselors are not therapists. The kind of counseling we do on the phone is very different from the counseling a long-term therapist provides. Hotline counseling is focused on the present — what is going on right now. If you are interested in receiving counseling for ongoing concerns, we can refer you to therapists in your community.

Who are your counselors? What kind of training do they have?

Our counselors are volunteers or paid staff who have received intensive training and supervision. They are a team of carefully selected community members with a desire to listen and to help. If you want to join that team, click here to find out more info.


If you have additional questions or concerns, call Helpline 211.