United Way of North Carolina 75th Anniversary and 211 Open House Visit

On September 17, 2026, Andrew Littlefield, Office & Programs Assistant of the United Way of Caldwell County, visited our state association, the United Way of North Carolina, in Cary, NC. The visit started with meeting Jaqueline Lopez, the Contact Center Manager, who walked visitors through the call center software and explained how calls are handled. Guests were able to see the call center in action.

Andrew then met with Angela Trejos-Baszczewski, the Quality Assurance & Training Manager, who explained their quality assurance process and how new call center employees are trained. Employees have calls reviewed for QA ten times each month and there are certain required portions of the call script that cannot be changed. Angela also gave guests the opportunity to listen in on an actual 211 call!

Next, K'leigh Mayer, Client Services & Reporting Manager, walked attendees through the data collection side of 211. A major focus of the conversation was tracking unmet needs across North Carolina. This information can be shared with local United Ways, like us, to help identify gaps in services and better understand the needs that aren't currently being met in our communities. We receive a monthly report from 211 and share it on our Facebook post monthly. You can also access 211 data here.

The event concluded with Brittany Pruitt Fletcher, President & CEO of the United Way of North Carolina, reading a congressional proclamation recognizing the United Way of North Carolina's 75th Anniversary.

The United Way of Caldwell County is thankful for opportunities like this to support our peers and to learn more about the services we support, like 211. 211 is a health and human services referral line available in all 100 North Carolina counties. It is free, multilingual, confidential, and available 24/7. NC 211 has continuously gained recognition as a trusted resource in the State and serves as a key member of the State Emergency Response Team. Andrew enjoyed getting a behind the scenes look at 211's call center, quality assurance, training, data collection, and unmet needs tracking. To learn more about the United Way of North Carolina, click here. To learn more about NC 211, click here.