211 Virginia Announces New Live Assistance Hours

Beginning September 27, 2026, 211 Virginia will pilot new live assistance hours. Live assistance will be available Monday through Friday, 9:00 AM–5:00 PM ET, including phone, text, chat, and email.

This change is part of a three-month pilot and reflects current funding, 211 Virginia contact center capacity, and the ongoing evolution of 211 Virginia’s service model. Recent modernization investments have enhanced the infrastructure supporting 211 Virginia and expanded the ways Virginians can access resource information 24 hours a day.

Current call volume data shows that 83% of all contacts to 211 Virginia occur between 9:00 AM and 5:00 PM ET. The pilot will focus live assistance during peak hours while continuing to provide Virginians with access to information and resources through other channels.

Accessing 211 Virginia Outside of Live Assistance Hours

Virginians can access the 211 Virginia resource database through the public search tool and Agentless Assist twenty-four hours a day when live assistance is unavailable.

Visit 211virginia.org to search for community resources, or text MENU to 247-211 to receive information directly on your phone. The public search tool is available in 10 languages.

Virginians experiencing a mental health crisis can call 988 or visit 988va.org to connect to the 988 Suicide & Crisis Lifeline. The 988 Suicide & Crisis Lifeline also leverages the 211 Virginia resource database and public search tool to connect individuals with community resources.

In the event of an official statewide emergency, live assistance will be available on a 24/7 basis to support emergency information and resource needs.

During the pilot, live assistance will be unavailable on state-recognized holidays. The public search tool and Agentless Assist options will remain available.

Continuing Connections

211 Virginia is more than a helpline—it’s a platform for connection and care. In 2025, more than 100,000 individuals accessed 211 Virginia through the public search tool, making the accuracy and availability of information in the 211 Virginia resource database more important than ever.

211 Virginia-listed agencies are encouraged to regularly review their 211 Virginia listings and provide updates when services, eligibility, hours, contact information, or availability change. Accurate listings help Virginians find the right resources when they need them.

Maintaining a strong statewide 211 system requires sustained investment. 211 Virginia remains committed to advocating for the funding needed to maintain a comprehensive, accessible, and effective 211 service for Virginians and the communities that rely on it.

Questions about the new live assistance hours may be directed to Kathy Spangler at the Virginia Department of Social Services at kathy.spangler@dss.virginia.gov.