SPRINGFIELD — To improve coordination and oversight of the 2-1-1 helpline that connects Illinois residents to vital health and human services, State Senator Adriane Johnson championed legislation to bolster reporting standards and statewide collaboration.

“Families across Illinois rely on 2-1-1 to get help during some of the most vulnerable moments of their lives,” said Johnson (D-Buffalo Grove). “We have a responsibility to make sure this system is responsive, transparent and consistently high quality across every community.”

2-1-1 is a federally designated helpline that offers free, confidential access to resources like food, shelter, mental health services, employment support, and healthcare. The service launched in Illinois in 2009 and continues to expand across the state.

Senate Bill 2194, an initiative of the Illinois Department of Human Services, would update existing law to require the lead entity overseeing 2-1-1 in Illinois to provide DHS with regular reports detailing caller data, referrals made, service outcomes, referral gaps, provider coverage, and emerging trends.

The measure would also ensure that the lead entity establishes standards that align with national best practices, enhancing quality and consistency across the call centers they manage. Additionally, DHS would be added to the list of state agencies that collaborate with the lead entity—ensuring stronger coordination across state government.

The legislation reflects feedback from 2-1-1 Illinois—the nonprofit responsible for administering the service statewide. The organization requested these updates to better hold local call centers accountable to shared standards and ensure high-quality assistance for every caller.

“By strengthening the partnership between 2-1-1 and DHS, we’re creating a more responsive safety net for our residents,” Johnson said. “This is about making sure no one falls through the cracks.”

Senate Bill 2194 passed the Senate and heads to the House for further consideration.