A man with a voice that reveals a long-ago life in Brooklyn calls the phone bank at 211OC, a 911-like hotline for help finding nearly everything – from food to medical aid to after-school activities for kids.

He says he can’t afford to pay his water bill. His supply will be shut off within hours. An operator types the need in a computer, scanning thousands of assistance programs. Within minutes, the man settles on a relief agency that can help reduce his bill and offer emergency assistance.

Another crisis averted.

Averaging more than 7,000 calls a month, 211OC is a 2-year-old nonprofit assistance line that helps people find housing and also acts as an umbrella agency for those seeking assistance of all types.

“We are what 911 is, but for health and human services,” says Karen Williams, president and CEO of 211OC.

Yet many people have never heard of the program – modeled on a nationwide effort – and most don’t understand its scope.

For years the agency operated only a hotline. In 2014, Williams’ organization combined with OC Partnership, which can send outreach workers into the field. The result is a free one-stop shop for educational assistance, transportation, housing and legal services.

“We’re not talking about managing problems,” Williams says on a recent day, while walking through the buzz of the phone bank in Santa Ana. “We’re talking about solving problems.”

In addition to manning the phones, the group does community outreach. Last week, for example, 211OC workers visited Mary’s Kitchen, a nonprofit in Orange, to explain how food stamps work. Armed with a laptop, community wellness navigator Jackie Brltran helped a homeless man named Billy Wayne Phillips fill out forms within minutes.

“Forty percent of people who qualify for CalFresh don’t apply,” Williams says about the food stamps program. “It’s a huge safety net that people don’t tap into.”

‘NITTY-GRITTY’ CALLS

Phone operators use pseudonyms to avoid unwanted attention or problems with random callers. During a recent lunch hour, an operator who calls himself “Paul” helps out the man who hails from Brooklyn and needs assistance with his water bill.

He asks his ZIP code. The man, a veteran, lives in Buena Park. With April 15 looming, Paul inquires if he also would like tax help.

“I don’t pay taxes,” the man says, “because I don’t work.”

The average call lasts five to seven minutes, but can take as long as 20 minutes. The agency has 1,200 agencies at its disposal that offer 2,900 services in English, Spanish and other languages when needed. Often, operators call back to make sure things are OK.

The man offers a hearty thanks, mentions that he hates assistance, but can’t make ends meet. The operator asks if he would like to apply for food stamps. No way.

With help from the Orange County Community Foundation and SoCalGas, 211OC is beefing up its focus on veterans. About 5 percent of calls are from veterans.

Paul has a final question, one all operators are supposed to ask: “Is there anything else you need?”

The veteran says he’s set, but he’s not ready to end the conversation. The man asks Paul if he’s a veteran. He is. After sharing several salty military jokes, the man vows to follow up with the water bill.

Operators like Paul train for 50 hours before working the hotline. The “anything else” question is often one of the most important questions they ask. Many callers hesitate to mention embarrassing issues, especially when they face multiple challenges.

“We probe a little bit,” says Amy Arambulo, who runs the phone bank. “We help people get down to the nitty-gritty.”

The keys, she says, are to respect callers and maintain empathy. “The last call of the day should be like the first call of the day.”

It’s a typical day and all six operators are swamped. One caller says she has a friend with a prescription opioid addiction. He needs to be in a sober living home, she says, but there is no insurance, no money.

With a prescription opioid epidemic sweeping the nation and Orange County averaging an accidental fatal overdose every two days, free treatment is tough to find. The operator offers a few suggestions.

As the call continues, the woman says the addict is her brother. And it’s not opioids, it’s meth. And then she shifts gears and it sounds like the addict may be the caller herself. Eventually, the operator suggests several detox centers.

A woman reaching out is typical. About 70 percent of callers are female. Many seek help with basic needs such as food and shelter.

BUSY SUMMERS

Another woman’s voice comes over the line. A credit management company has served her with papers. She’s made six phone calls trying to get help and is at her wits’ end. She wants an attorney or cash.

If 211OC bails her out, the woman says, “I’ll work for free.”

The operator explains that the nonprofit isn’t a bank. It also doesn’t require clients to work. But the agency can track down legal advice. It also assists with finding jobs.

Williams says summers are particularly busy. The reasons are twofold. First, with school out, more people look for jobs. Second, working parents wonder what to do with their kids.

An online review of 211OC.org finds more than a dozen Boys & Girls Clubs in North County, but none in South County. It mentions a child care coordination agency in Irvine but nothing south of Irvine.

For a firsthand test, I recently placed a call to 211 and asked about after-school assistance for an 8-year-old in San Clemente. The operator asked a series of questions, including my ethnicity and whether I’m eligible for food stamps. Eventually, she offered phone numbers that were supposed to help with child care. But both were no longer in service.

Later, I contacted Williams about the problems. She said the agency scrubs phone numbers on an annual basis.

Clearly, there is work to be done, and 211OC can be only as good as the services the county provides. Still, for thousands of callers every month, the agency is a launching pad toward finding someone to listen and help during challenging times.

Contact the writer: dwhiting@ocregister.com