At United Way of West Florida, every 211 call is answered with empathy and a commitment to helping others. In this spotlight, we’re highlighting Susie Burr, a 211 operator whose compassion and lived experience make a meaningful impact when it matters most.
Q: What does a typical day look like for you as a 211 operator?
A: A typical day gives me the opportunity to assist others, though it can be challenging depending on each caller’s needs and location. I enjoy thinking outside the box to provide alternative solutions, since resources can vary from county to county. Helping others is incredibly rewarding—not only can I connect someone to support, but I can also remind them that they matter and aren’t alone.
Q: What surprised you most when you first started working with 211?
A: I was surprised by how many people rely on outreach services like 211. Before this role, I wasn’t fully aware of how much assistance is available—or how many people need it. It’s also surprising how many people still don’t know that 211 exists.
Q: Can you share a moment when you knew your work made a difference?
A: Recently, I spoke with a client who was hesitant to reach out because of their situation. I reassured them that they weren’t alone and that many people face similar challenges. I also shared some of my own experiences, which helped us connect. By the end of the call, they felt valued and deserving of help—and that meant everything.
Q: What’s the most rewarding part of taking calls from community members?
A: The most rewarding part is creating a space where people feel comfortable opening up. Every caller’s situation is different, but being able to build trust and help them feel at ease while seeking assistance is incredibly meaningful.
Q: How does it feel to be the person someone calls during one of their hardest moments?
A: It brings a sense of gratitude. I’m thankful to be in a position where I can help connect people to the resources they need. At the same time, there are moments when I wish I could do more, especially when solutions are limited.
Q: How do you prepare yourself emotionally for difficult calls?
A: I focus on understanding the caller’s perspective and leading with empathy. As a single mother, I’ve experienced difficult times myself, and I try to draw from those moments to better connect with others. Putting myself in their position helps me approach every call with compassion and care.
Q: Why are services like 211 so important in our region?
A: Before joining 211, I didn’t realize how many people in our community rely on essential services like food pantries and shelters for necessities. It’s eye-opening—and it makes you think about where people would turn if these services didn’t exist. 211 plays a vital role in connecting people to the help they need.
Q: What have you learned about our community through your work?
A: I’ve learned that our community is full of people who care deeply. There are so many organizations and individuals willing to help. I once volunteered at a shelter where the person leading meal service had previously experienced homelessness. Thanks to community resources, they’re now giving back. Stories like that show how powerful support systems can be.
Q: What inspired you to work in this field?
A: I’ve always had a desire to help others. As a child, I would collect donations for causes like UNICEF and the Jerry Lewis Telethon, and I remember how proud that made me feel. Later, I worked as a police/911 dispatcher for many years. When I discovered 211, I saw it as a chance to continue serving others—and it’s been incredibly fulfilling.
Q: What would you say to someone who is hesitant to call 211?
A: Don’t be afraid or ashamed to ask for help. So many people are facing similar challenges. 211 is here for everyone, and we’ll work together to find solutions. That first call can feel overwhelming, but you’re not alone—we’re here for you.
Q: When you’re not answering calls, what do you enjoy doing?
A: I love spending time at the beach—either early in the morning or in the evening to unwind. I’m also very involved in my church, where I enjoy serving others. Cooking is another passion of mine, and I often prepare meals for those in need. And of course, I spend plenty of time with my two dogs, Duke and Sam, who bring me endless joy and laughter.