We connect people to services by understanding their individual emotional, financial, and community needs, and by so doing supports the local health & human services systems.

aka 211 HelpLine   |   Lantana, FL   |  www.211palmbeach.org


211 Palm Beach/Treasure Coast’s mission is to save and improve lives through crisis intervention and by connecting people to health, mental health, and wellness services 24 hours a day every day. 211 Palm Beach/Treasure Coast envisions a community where people in crisis receive the information and support they need to weather life’s storms.

Ruling year info



Ms. Sharon L'Herrou

Main address

PO Box 3588

Lantana, FL 33465 USA

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NTEE code info

Hot Line, Crisis Intervention (F40)

Senior Centers/Services (P81)

IRS filing requirement

This organization is required to file an IRS Form 990 or 990-EZ.

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Programs and results

What we aim to solve

SOURCE: Self-reported by organization

The problem 211 Palm Beach/Treasure Coast (211PBTC) addresses is the need for immediate de-escalation and crisis intervention as well as caring assessment and information on services, available 24/7. This free service is anonymous and confidential, available to anyone experiencing a life-crisis. It helps break down barriers to accessing assistance for low-income individuals and families and can be accessed in multiple languages. During a disaster, we are a primary source of information and resources for the community. 211PBTC is the only service of its kind in Palm Beach County and the Treasure Coast. 211PBTC operates 6 in-house programs that protect the most vulnerable in our community, including veterans, the elderly, and special needs children and their families. Our mission is to save lives through crisis intervention and by connecting people to health, mental health, and wellness services 24 hours a day every day.

Our programs

SOURCE: Self-reported by organization

What are the organization's current programs, how do they measure success, and who do the programs serve?

211 HelpLine/Resource Center

211 HelpLine is dedicated to providing Palm Beach County and the Treasure Coast access to information, resources, crisis counseling, and suicide intervention services, 24 hours a day, 7 days a week. We serve Palm Beach, Okeechobee, Martin, St. Lucie and Indian River counties. Annually, communicating over the phone and through chat, text, and email, our organization responds to close to 90,000 individuals requests for help. In 2019, 211 answered 88,409 calls , texts, and emails, 15,087 online chats, made 108,226 referrals, and had 14,787 visits to our online database. We are always here to provide individuals in crisis with information, problem solving, and emotional support to help them find solutions to their unique situations. 211 HelpLine provides empathetic guidance and support to individuals and families in distress or in need of essential information about health and human service programs. 211 HelpLine also fills a crucial role in our community during major disasters that we face, providing the most accurate emergency information, resources and support. During times of disaster, 211 HelpLine functions as a central hub of reliable, accurate information and communicates with our community partners about available resources through our 24 hour helpline, website and disaster email address ([email protected]).
Prior to taking requests for help, 211's Resource Center Specialists go through a 100+ hour training program which includes role playing, active listening, and de-escalation techniques. Typical calls received by 211 include single parents trying to make it on their own; parents struggling with out-of-control kids; adult children concerned about their aging parents; and elderly adults trying to retain their independence. Many people of all ages contact us because they are struggling financially, some who are on the verge of losing their homes, being evicted, or having their electricity or water shut off. Callers also include depressed individuals who are feeling overwhelmed, young children alone or afraid; and teens struggling with adolescence. They are also teachers, social workers, judges, nurses and other social service professionals working to meet the complex needs of their clients. The public depends on us for support during crisis and our Resource Center Specialists are there 24/7 to de-escalate high-stress situations and very often even saving lives.

Population(s) Served
Children and youth

Elder Crisis Outreach (ECO) has been serving Palm Beach County for over 25 years providing crisis de-escalation; suicide evaluation/intervention; and assessment, referral, service linkage, and advocacy, assisting at-risk elders in maneuvering through the complex health and human service system that can be overwhelming to seniors in crisis. ECO was developed as a direct response to the needs expressed by more than 20,000 elders who call 211 HelpLine's 24-hour crisis hotline each year. Our ECO Advocates respond to referrals within 24-48 hours, and in more extreme cases can make contact within 2-3 hours. This program now serves over 500 Palm Beach County elders annually. ECO’s clients are vulnerable or distressed seniors over the age of 60 who may be experiencing a loss of physical or mental function, possible financial hardships, the loss of significant others, suicidal ideation, increased dependence, and/or other crisis events. Many of these seniors have little or no support from family or friends and are referred to by our ECO advocates as “Elder Orphans”. This program can greatly enhance the quality of life of its clients by preventing premature institutionalization and reducing long-term care costs to the elderly clients, their families, and the community. The goal of this program is to intervene as early as possible to assist older adults in maintaining their independence.

Population(s) Served
Older adults

Sunshine Telephone Reassurance program is a primarily volunteer based program serving more than 500 elderly and homebound clients throughout our five county service area, by providing a once daily, reassuring phone call to check on their well-being. Often the Sunshine call is the only outside contact the elderly client has all day and these seniors and homebound individuals are struggling with loneliness and isolation. It can be incredibly impactful for them to get a friendly “hello” and know that they can count on hearing a kind voice. This program also has procedures in place to further ensure the well-being and safety of the people that it serves. If we are unable to reach a client (or a back-up friend/family member) within two hours of their scheduled phone call, we send the police to perform a welfare check. Sometimes clients have had a health emergency or fallen and cannot reach their phone to call for assistance. By being enrolled in Sunshine, these individuals can rest assured that someone will be coming to their aid if needed. This program saves lives and brings peace of mind to homebound individuals and their loved ones every day.

Population(s) Served

This 211 program provides information and advice to parents who are concerned about their child's (0-8 years) physical or emotional development, behavior, or learning. Help Me Grow is a collaboration among service providers with 211 serving as the central access point for these children and their families, providing developmental screenings, referrals, care coordination, and follow-up to ensure needed services are received. These free screenings are provided over the phone to these families throughout our entire service area. We have advocates who speak Spanish and Creole and outreach staff who target underserved families. Help Me Grow can provide peace of mind to families that may have concerns about their child’s development or confirm that their child is achieving the proper milestones. In the event that a child is not meeting their developmental milestones, our Help Me Grow advocates can provide families with appropriate resources to seek out additional care and assessments.

Population(s) Served
Infants and toddlers

This program helps Palm Beach County parents from the moment they get the frightening news that their child has a disability, throughout the child's school years, and into the transition period from young adulthood to employment. By reaching out to us, parents and caregivers of children (birth to 22) with special needs in Palm Beach County can obtain support to easily and effectively navigate the maze of available services. Our Special Needs Advocate is capable of providing access to supports ranging from support in finding healthcare options, financial assistance, support groups, educational information, respite and other services.

Population(s) Served
Infants and toddlers
People with disabilities

This 211 program, MyFLVet, is completely staffed by veterans to help other veterans return to civilian life. This program aims to connect Florida military veterans to mental health, substance abuse, and other services to support veterans in recovery. The program is also specifically designed to provide an easily accessible entry point for finding veteran specific information and to serve as a primary source of information and referral for returning veterans. Program staff are peers who are highly trained and capable of responding to veterans who are at risk for suicide. The program staff also provide health coaching and skill building to help reduce the stresses and challenges that contribute to suicidal behavior in veterans. Though it is fairly new, this program has had extraordinary success in helping veterans that have reached out get set on the path of recovery and re-introduction to civilian life.

Population(s) Served
Military personnel

The 211 Caregiver Program provides tailored education, resources, information, support, and tools to any caregiver over the age of 18 that is the caregiver of a person that is also over the age of 18. This program aims to help caregivers effectively manage the demands of caregiving, while simultaneously improving their quality of life. By way of a once daily phone call, this program ensures the well-being of the caregiver and that they are having their own emotional, mental, and physical needs met while they are caring for their loved one. Being a caregiver can place an individual under enormous amounts of stress, and this program aims to help relieve some of the strain by providing a kind, empathetic, and listening ear.

Population(s) Served

Where we work


Alliance of Information and Referral Systems (AIRS) - Accreditation 2001

American Association of Suicidology (AAS) - Certification 2010

American Association of Suicidology (AAS) - Certification 1996

NonProfits First Accrediation 2018

Affiliations & memberships

Alliance of Information and Referral Systems (AIRS) Accreditation 2019

Our Sustainable Development Goals

SOURCE: Self-reported by organization

Learn more about Sustainable Development Goals.

Goals & Strategy

SOURCE: Self-reported by organization

Learn about the organization's key goals, strategies, capabilities, and progress.

Charting impact

Four powerful questions that require reflection about what really matters - results.

211 Palm Beach/Treasure Coast aims to save lives of those in extreme crisis and for others, to provide callers with the appropriate information and supportive crisis counseling so that they have the necessary tools and are able to work towards a solution for their unique and specific needs. It can oftentimes be overwhelming for individuals in crisis to seek out appropriate health and human services resources, and often they are unsure of where to turn. The 211 HelpLine eliminates need to make countless phone calls to community agencies and confusing internet searches, and fills the role of a primary information and referral service for a variety of needs in our community. The emotionality of issues that many in our community are facing can lead to individuals feeling anxious, overwhelmed, or even suicidal. 211 HelpLine is here to provide 24/7 emergency counseling, crisis de-escalation support, and suicide intervention to anyone in our service area that may be struggling. We save lives every single day.
211 Palm Beach/Treasure Coast additionally acts as a pillar of hope to our community during times of disaster, natural or otherwise. Our agency fills the role of a central hub of accurate and reliable information and resources related to the disaster and relief efforts. We make a point to collaborate with our many community partners to receive updates on our disaster email address ([email protected]) about available resources in every county that we serve. Throughout our community’s times of greatest need, 211 Palm Beach/Treasure Coast can be counted on to provide support.
In addition to our core program, 211 HelpLine, 211 Palm Beach/Treasure Coast has other in-house programs that aim to serve the most at-risk and vulnerable populations within our service area. These populations include seniors and homebound individuals, children with special needs and their families, veterans, caregivers, and parents that may have concerns about their child’s development. Our program advocates work tirelessly to ensure that individuals that fall into one of these categories have the additional support and resources that they need to succeed and thrive.
A major goal of 211 Palm Beach/Treasure Coast is to always ensure that we are providing service that has proven to be effective and meets the guidelines set by experts in the field. We are constantly updating our trainings to align with the most current practices for service providers by the National Suicide Prevention Lifeline and strive to maintain accreditation with the American Association of Suicidology (AAS) and the Alliance for Information and Referral Services (AIRS). Our Resource Center Specialists are dedicated, caring individuals that undergo 100+ hours of training before responding to requests for help from those in crisis.
Anytime of the day or night, 211 is here for anyone in the Palm Beach or Treasure Coast that may be experiencing a personal crisis, often even saving lives.

211 Palm Beach Treasure Coast uses a variety of strategies to provide services to our community. Our free, confidential Resource Center is available 24 hours a day, 7 days a week for anyone who needs access to our services regardless of the time of day. Services can be accessed in whichever way is most convenient, whether it’s via phone, text, email, or our online chat. 211PBTC has worked hard to eliminate any barriers to benefiting from our services and maintain an accurate database of resources for our clients. Referrals are given to our other in-house programs from the HelpLine, where our contacts that meet the criteria are able to receive additional support from our advocates. Our Resource Center Specialists are highly trained to provide active listening, non-judgmental counseling, and crisis intervention. We are constantly evaluating and updating our trainings and operations to fit the most current standards of practice for information and referral agencies and crisis/suicide intervention counseling. Outreach is an important strategy for our organization, as it brings awareness to the services that we provide to individuals in our community that can benefit from them, as well as providers that can recommend them as appropriate. Our Community Outreach Specialists cover our entire service area, throughout the Treasure Coast and Palm Beach County, distributing information materials, presenting to local agencies and organizations, and working with the media to encourage anyone to reach out to 211. Outreach activities help to get the word out and remind the community that we are always here to listen and here to help.
211 PBTC also provides 6 auxiliary programs to provide additional support to vulnerable populations such as: the elderly, children, veterans, and those with special needs.
Additionally, 211 Palm Beach Treasure Coast maintains close partnerships with other community agencies. Without other health and human services agencies, there would be no one for 211 to refer callers in need to. At 211 Palm Beach/Treasure Coast our Database Specialist is constantly reaching out to other agencies to ensure that our database is updated with the most accurate and reliable information to provide to our contacts. We maintain a database of over 1,600 community resources and agencies for a multitude of varying needs that an individual may have. These partnerships are especially important in our communities times of greatest need, such as in the event of a public health crisis or natural disaster. During times like these, it is more important than ever that members of our community have access to updated and reliable resources that can be easily obtained. 211 Palm Beach/Treasure Coast fills the role of a central hub of all disaster related information, receiving updates from community partners about available resources in order to eliminate the need for individuals in distress to make multiple calls for whatever issue they are facing.

211 Palm Beach/Treasure Coast has consistently proven itself to be capable of achieving the goals that it sets forth for itself. Our organization has strong, effective leadership that enables the agency as a whole to be as productive as possible. Our staff is highly trained to maintain the standards that are set for them and consistently exceed expectations and go above what is required. We continually evaluate our training practices and adjust them to align with the most up-to-date models set forth by leading experts in crisis counseling, intervention, and information and referral services. 211 is always on the lookout for quality potential new hires that have the skills to excel in our agency and provide service with compassion. Our agency requires that our staff are routinely trained in a variety of areas such as cultural competency and civil rights. This ensures that regardless of background, whoever calls 211 for help can receive assistance that is non-discriminatory and non-judgmental.
Our agency regularly updates our print materials that are distributed to businesses and organizations by our Outreach Specialists in both Palm Beach County and the Treasure Coast. These informational materials aim to increase the awareness for our services and are printed in multiple languages that are represented in our community, in order to reach as many people as possible. Our Outreach Specialists are always participating in community events and presenting at community meetings to increase exposure for our agency and remind providers that we can be a source of support for their clients as well. 211 Palm Beach/Treasure Coast also maintains an active social media presence and an updated website that includes access to our online database for anyone that may want to search for resources on their own.
211 Palm Beach/Treasure Coast is currently funded by a variety of sources and is constantly looking for additional funding sources that can ensure the sustainability of our many programs. We are constantly pushing to gain new partnerships and additional projects through our existing partners that can expand the scope of our services. To date, we have expanded our agency from purely telephone-based services to include email, text, and online chat platforms. Through the support of our generous funders and partners, we are confident that we can continue to improve accessibility and expand our service delivery to meet the community’s demand.

211 has made significant progress since its humble beginning in 1971. Formerly known as The Center for Information and Crisis Services/Crisis Line, 211 started as a drug hotline in 1971 and quickly expanded into crisis counseling and suicide prevention. In 1981, the agency began receiving funding from the United Way to provide information and referral services to the residents of Palm Beach County. The Sunshine Telephone Reassurance program was also initiated in 1981 to provide support to the senior and homebound populations in Palm Beach County. In 1988, the agency added its Elder Crisis Outreach program. In July 2000, the Federal Communications Commission designated the three-digit number 2-1-1 nationally to serve as the abbreviated dialing code for access to community information and referral (I&R) services. The Center for Information & Crisis Services was approved to provide 2-1-1 service for Palm Beach County effective February 11, 2002 and the Treasure Coast shortly thereafter. On March 5, 2007, The Center officially changed its name to 211 Palm Beach/Treasure Coast.
Our agency has incorporated more in-house programs in recent years that provide assistance to families with questions about their child’s development, veterans, and children with special needs and their families. We have continued to make our services more accessible to everyone in our community by expanding the 211 HelpLine email, chat, and text options so that individuals can receive help in their preferred method of contact. We have added more crisis lines, including the National Suicide Prevention Lifeline and the nationwide Disaster Distress Hotline. We have partnered with a number of community agencies over the years to increase awareness about suicide and mental health, including with Tri-Rail to help curb suicide by trains. During the COVID-19 pandemic crisis, we quickly upgraded our technology to be able to switch over and operate remotely as needed in the event of a disaster, without ceasing to serve people in crisis 24/7. We have successfully earned reaccreditation with Nonprofits First, the Alliance for Information and Referral Services (AIRS), and the American Association of Suicidology (AAS) at the highest level.
As the preferred method of communication moves to be more and more web-based, we hope to expand our text and chat functionalities even more to meet the growing demand. Our community is no stranger to natural disasters, by way of hurricanes and more, and we are currently working to expand our Disaster Distress HelpLine and have begun a new project with FEMA (Crisis Counseling Program) to answer statewide disaster relief calls. We are moving forward with our Caregiver Program, which will work with caregivers to ensure that their own needs are being met, in addition to the needs of their loved ones. Our agency’s hope for the future is that we can continue to expand our services to meet the ever-changing needs of Palm Beach County and the Treasure Coast.



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The people, governance practices, and partners that make the organization tick.


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Connect with nonprofit leaders


Build relationships with key people who manage and lead nonprofit organizations with GuideStar Pro. Try a low commitment monthly plan today.

  • Analyze a variety of pre-calculated financial metrics
  • Access beautifully interactive analysis and comparison tools
  • Compare nonprofit financials to similar organizations

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Board of directors
as of 1/27/2021
SOURCE: Self-reported by organization
Board chair

Mr. Ty Barnes

Wells Fargo

Term: 2020 - 2022

Raymond Ellis

TD Bank

Janie Fogt

The Palm Beach Post

Ty Barnes

Wells Fargo

John Deese

Guardians Credit Union

George Elmore

Harddrives of Delray

Nancy Lambrecht

No Affiliation

Brendan Lynch

Pastridge Agency, Inc.

Therese Shehan

TMS Partners, LLC

John Carr

JRC Consulting Group

William Abel

Mclaughlin & Stern, LLP

Sarah Marcadis

Business Development Board of PBC

Robert Van Gieson

No Affiliation

Ken Kettner

Electrical Consulting Services, Inc.

Trent Swift

Law Offices of Trent J. Swift, LLC

Dana Trabulsy

All Things Treasure Coast

Lee Williams

Addison Appraisal, Inc.

Rachel Needle

Whole Health Psychological Center

Kelly Cambron

Law Offices of Kelly A. Cambron

Matthew Sackel

Shutts & Bowen, LLP

Board leadership practices

SOURCE: Self-reported by organization

GuideStar worked with BoardSource, the national leader in nonprofit board leadership and governance, to create this section.

  • Board orientation and education
    Does the board conduct a formal orientation for new board members and require all board members to sign a written agreement regarding their roles, responsibilities, and expectations? Yes
  • CEO oversight
    Has the board conducted a formal, written assessment of the chief executive within the past year ? Yes
  • Ethics and transparency
    Have the board and senior staff reviewed the conflict-of-interest policy and completed and signed disclosure statements in the past year? Yes
  • Board composition
    Does the board ensure an inclusive board member recruitment process that results in diversity of thought and leadership? No
  • Board performance
    Has the board conducted a formal, written self-assessment of its performance within the past three years? No

Organizational demographics

SOURCE: Self-reported; last updated 01/27/2021

Who works and leads organizations that serve our diverse communities? GuideStar partnered on this section with CHANGE Philanthropy and Equity in the Center.


The organization's leader identifies as:

Race & ethnicity
Decline to state
Gender identity
Sexual orientation
Decline to state
Disability status
Decline to state

Race & ethnicity

No data

Gender identity

No data


No data

Sexual orientation

No data


No data

Equity strategies

Last updated: 01/27/2021

GuideStar partnered with Equity in the Center - an organization that works to shift mindsets, practices, and systems to increase racial equity - to create this section. Learn more

  • We review compensation data across the organization (and by staff levels) to identify disparities by race.
  • We ask team members to identify racial disparities in their programs and / or portfolios.
  • We analyze disaggregated data and root causes of race disparities that impact the organization's programs, portfolios, and the populations served.
  • We disaggregate data to adjust programming goals to keep pace with changing needs of the communities we support.
  • We employ non-traditional ways of gathering feedback on programs and trainings, which may include interviews, roundtables, and external reviews with/by community stakeholders.
  • We disaggregate data by demographics, including race, in every policy and program measured.
  • We have long-term strategic plans and measurable goals for creating a culture such that one’s race identity has no influence on how they fare within the organization.
Policies and processes
  • We seek individuals from various race backgrounds for board and executive director/CEO positions within our organization.
  • We help senior leadership understand how to be inclusive leaders with learning approaches that emphasize reflection, iteration, and adaptability.
  • We engage everyone, from the board to staff levels of the organization, in race equity work and ensure that individuals understand their roles in creating culture such that one’s race identity has no influence on how they fare within the organization.