Cary, NC - United Way of North Carolina (UWNC) made a strong impression at the 2026 Inform USA Conference in Louisville, Kentucky, where the organization presented the statewide impact and evolution of NC 211, North Carolina’s trusted information and referral helpline and online tool for health and human service needs and disaster resources.
Giving the presentation was David Mercado, Senior Director of Operations, who shared how NC 211 has grown into a high-performing, data-driven, and community-centered service. The presentation emphasized NC 211’s mission to “provide North Carolina communities with free and easy access to health and human services, government services, and disaster resources 24/7/365,” while also delivering real-time insights that guide planning, funding, and emergency response.
Mercado highlighted NC 211’s major strides in service quality, including dramatic improvements in call handling, speed of answer, and abandonment rates. He also showcased the program’s expanding resource database, strengthened partnerships with agencies across the state, and its critical role during disasters such as Hurricane Helene - where NC 211 handled more than 40,000 disaster-related calls and coordinated welfare checks and emergency support.
Beyond the presentation itself, the UWNC team made the most of their time at the conference. Staff members connected with peers from across the country, exchanged best practices, and represented North Carolina’s commitment to innovation in information and referral services.
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Their presence underscored UWNC’s leadership in the field, particularly in areas like disaster coordination, data transparency, and community partnerships. The team’s engagement throughout the conference helped elevate NC 211’s profile nationally and reinforced the organization’s reputation as a collaborative, forward-thinking partner.
The Inform USA Conference provided a national stage for UWNC to demonstrate how NC 211 is transforming data into action, strengthening community networks, and delivering reliable support to hundreds of thousands of residents each year.
With a dedicated team, strong statewide partnerships, and a commitment to continuous improvement, United Way of North Carolina showed that NC 211 is not just a helpline - it’s a cornerstone of community resilience and a model for other states to follow.
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About NC 211
NC 211 is an information and referral service provided by United Way of North Carolina and powered by local United Ways of North Carolina. Families and individuals can call 2-1-1 or 1-888-892-1162 or search on NC211.org to receive free and confidential information on health and human services within their community. To learn more, visit NC211.org.
About Inform USA
Inform USA is a 501c3 charitable organization whose mission is to serve those in the nonprofit and government sectors that provide Community Navigation services (formerly known as information and referral or I&R). Inform USA is the driving force behind the delivery of quality resource referral, navigation, and connection services and is the sole source for standards, program accreditation, and practitioner certification for the sector. Inform USA members are governmental units, 211 & 988 programs, libraries, civic organizations, and those who work in the areas of aging and disability. To learn more, visit informusa.org.