County of Hawaii Communication Reports and Council Oversight Committee Meeting - Dec 16, 2025

The Committee held its 14th session on December 16, 2025, at the West Hawaii Civic Center to address Communication 632 regarding the Hawaii Island United Way's presentation on the Aloha United Way 211 statewide helpline. Councilmember Inaba moved to close the file following a presentation by Jessica Thompson of Hawaii Island United Way regarding the service's capabilities, current usage data, and a strategic plan to improve resource accuracy for Hawaii Island residents. Councilmember Kirkowitz was absent. No oral testimony was presented by the public.

Consent Calendar

• Closed file on Communication 632.

Public Comments & Testimony

• No oral testimony was presented.

Discussion Items

• Hawaii Island United Way Presentation (Jessica Thompson):

  • Project Description: The 211 helpline is a free, confidential, 24/7 service connecting individuals to health and human services (housing, food, mental health). Currently, it serves all islands with Hawaii Island comprising 6.18% of calls (Honolulu 78.9%, Maui 13%). In 2025 (through Oct), Hawaii Island had 1,048 cases with an 89.83% answer rate within 30 seconds. Top requests include rent payment assistance, homeless shelter, and utility bill assistance. Unmet needs totaled 106 cases, primarily for housing-related financial assistance.
  • Strategic Plan: Starting in 2026, Hawaii Island will utilize a team of local volunteers to compile an accurate directory of local nonprofit and government agencies. The goal is to have this curated database ready by March 2026. There is currently no dedicated funding for a coordinator; the organization seeks funding to hire one and eventually hire a contractor for outreach in 2026. Currently, participation for agencies is "opt-in," which has led to low adoption rates due to provider busyness.

• Councilmember Inaba (Proponent):

  • Position: Expressed full support for bringing the 211 resource to the community's attention to ensure residents know about available services for food, housing, and utilities, particularly distinguishing it from 988 for crisis intervention.
  • Position: Clarified that 211 should be the primary resource for service referrals, not emergency crisis support.

• Councilmember Houstis (Inquiry):

  • Position: Expressed curiosity regarding how "unmet needs" are classified.
  • Position: Asked if the service ensures coordination with existing partners like Aloha United Way to avoid service gaps.
  • Position: Noted that while 89% of calls are answered within 30 seconds, there is a concern if residents fall into the 11% who receive no immediate help or if the 30-second metric hides delays.

• Councilmember Kagiwata (Inquiry/Concern):

  • Position: Requested a feedback loop where data on unmet needs is shared with service providers to understand if resources are underfunded or if residents are duplicating efforts (e.g., calling 211 after trying a food basket directly).
  • Position: Expressed concern about potential duplication of services and the efficient use of funds, noting that Hawaii Island residents use 211 at less than 1% compared to 5% in Honolulu.
  • Position: Urged the organization to coordinate with its 25 partner agencies to ensure they are "on the same page" and ready to provide services when 211 operators refer clients.

• Ms. Sadian (Hawaii Island United Way Board):

  • Position: Expressed strong support for 211 as critical infrastructure to prevent situations from becoming emergencies.
  • Position: Emphasized that 211 allows for data collection capable of coordinating multiple organizations, even those not directly associated with the United Way.
  • Position: Highlighted that while current data collection is brand new (2024/2025), future data will be more direct and valuable for decision-making.

• Councilmember Kimball (Inquiry):

  • Position: Inquired about the definition of "cases" to confirm if they represent unique individuals or multiple calls/contacts from the same person. (Speaker noted the definition was unclear and would be verified later).

• Councilmember O'Nishi (Inquiry/Concern):

  • Position: Expressed concern regarding the reliability of the current service, citing anecdotal evidence of people unable to get through or receive connections.
  • Position: Stated that the "opt-in" nature of agency participation is a barrier to effectiveness and urged for mandatory participation or a stronger agreement with partners.
  • Position: Suggested leveraging existing partnerships (e.g., bus drivers, government vehicles) for outreach, similar to previous HELCO bumper sticker campaigns.

Key Outcomes

• Vote Passed: Communication 632 closed with 8 votes in favor (Councilmember Kirkowitz absent).
• Directives:
  • Hawaii Island United Way (HIUW) is tasked with mobilizing a team of local volunteers to build and maintain a 211 resource database with accurate, Hawaii Island-specific information.
  • Target completion for the initial directory is March 2026.
  • HIUW will seek funding for a dedicated Hawaii Island 211 coordinator and a contractor for outreach in 2026; without funding, the work will proceed via volunteers.
  • HIUW will begin outreach efforts to directors (including Mass Transit, police, and government agencies) to secure placement of 211 information on buses, newsletters, and potentially county vehicles.
• Data Clarification: Jessica Thompson will verify the specific methodology for counting "cases" (unique individuals vs. contacts) and provide further details on how "unmet needs" are technically classified and reported by Aloha United Way operations.