LIFELINE: 211 calls reveal Covid-19’s impact on Louisiana

Life on the Line: Daily call volumes from 232-HELP, Acadiana’s 211 provider, paint a vivid picture of the crushing effects Covid-19 had on residents of South Central Louisiana. As the days turned into months, a deluge of calls about where to find testing evolved into calls about where to find food, housing and financial support.

The data shown here has been provided by 232-HELP. Call descriptions have been edited for clarity and to protect the identities of the callers. All calls to 211 are confidential.

We tracked 33,677 calls using the data provided and parsed them by referral. It does not represent all the calls received by 232-HELP during that time.

UP NEXT IN LIFELINE: Calling home — Sheltering in hotels to escape coronavirus, Acadiana’s homeless got back on their feet

Start from the beginning here

Data analysis by Matt Kauffman of Solutions Journalism Network

Lifeline: COVID is made possible with help from founding sponsor LHC Group, supporting sponsor Oschner Lafayette General and Solutions Journalism Network

Call Types

211 fielded thousands of health-related calls over the course of several months. Prompted by the governor early in the pandemic, people turned to the call center to find it out if, how and where they could get tested. Testing materials were scarce for several weeks in the Acadiana region. Government health officials focused their efforts on New Orleans and commercial labs were slow to start. Even when people in Lafayette could get tested, it would be days before results would come back.

Caller is a restaurant worker, had flu last week, now has a respiratory infection. Wants to get tested at Cajundome.

Caller is concerned that he may have COVID-19. Having difficulty breathing. Had fever for six days but does not currently. No allergies. Cares for a 3 year old and a 76 year old.

Caller is concerned she might have contracted virus. Was working as aesthetician until last Wednesday. Cares for 4 and 7 year olds. She has dry cough, sore throat, diarrhea, anxiety. History of allergies. No insurance.

Caller's husband tested positive on Monday. He's been sick since Friday. Wondered how long he needed to be quarantined. Their doctor's office didn't have the most up-to-date info, so told her to call us.

Elderly caller lost his wife and requested number for counseling services because he cannot attend his support groups due to Covid-19, and requested info for food banks nearby.

Caller looking for COVID testing. Does not have transportation or insurance. Daughter's hairstylist tested positive.

Date	Calls
3/7	0
3/8	0
3/9	0
3/10	0
3/11	0
3/12	0
3/13	3
3/14	0
3/15	0
3/16	8
3/17	11
3/18	60
3/19	59
3/20	49
3/21	32
3/22	58
3/23	85
3/24	61
3/25	53
3/26	74
3/27	43
3/28	20
3/29	27
3/30	57
3/31	51
4/1	35
4/2	30
4/3	28
4/4	25
4/5	29
4/6	49
4/7	33
4/8	26
4/9	35
4/10	10
4/11	29
4/12	12
4/13	29
4/14	28
4/15	22
4/16	12
4/17	11
4/18	16
4/19	14
4/20	22
4/21	20
4/22	13
4/23	15
4/24	13
4/25	7
4/26	10
4/27	28
4/28	14
4/29	19
4/30	17
5/1	15
5/2	10
5/3	12
5/4	29
5/5	25
5/6	18
5/7	14
5/8	24
5/9	8
5/10	11
5/11	30
5/12	26
5/13	17
5/14	12
5/15	22
5/16	1
5/17	1
5/18	18
5/19	22
5/20	28
5/21	15
5/22	23
5/23	1
5/24	2
5/25	10
5/26	41
5/27	9
5/28	21
5/29	25
5/30	0
5/31	2
6/1	24
6/2	30
6/3	11
6/4	21
6/5	33
6/6	0
6/7	0
6/8	35
6/9	22
6/10	22
6/11	40
6/12	26
6/13	0
6/14	0
6/15	24
6/16	23
6/17	31
6/18	47
6/19	35
6/20	0
6/21	0
6/22	38
6/23	49
6/24	46
6/25	48
6/26	69
6/27	0
6/28	0
6/29	72
6/30	48
7/1	51
7/2	36
7/3	0
7/4	0
7/5	0
7/6	51
7/7	41
7/8	27
7/9	30
7/10	36
7/11	0
7/12	0
7/13	43
7/14	51
7/15	26
7/16	29
7/17	33
7/18	0
7/19	0
7/20	39
7/21	34
7/22	25
7/23	19
7/24	21
7/25	0
7/26	0
7/27	20
7/28	22
7/29	13
7/30	14
7/31	11
8/1	0
8/2	0
8/3	9
8/4	12
8/5	8
8/6	10
8/7	6
8/8	0
8/9	0
8/10	15
8/11	13
8/12	8
8/13	6
8/14	2
8/15	0
8/16	0
8/17	6
8/18	9
8/19	7
8/20	17
8/21	1
8/22	0
8/23	0
8/24	11
8/25	7
8/26	2
8/27	8
8/28	19
8/29	11
8/30	7
8/31	14
9/1	14
9/2	7
9/3	6
9/4	14
9/5	0
9/6	3
9/7	3
9/8	5
9/9	5
9/10	2
9/11	13
9/12	7
9/13	2
9/14	7
9/15	11
9/16	4
9/17	5
9/18	2

As soon as schools and businesses closed, people started looking for food. Food insecurity was already a problem in Louisiana before the pandemic. Coronavirus made it worse and disrupted the usual ways nonprofits handed out food. Food banks and food drives were difficult to manage while observing social distancing guidelines and keeping volunteers safe. Many people ran out of food for the first time in their lives and didn’t know who else to turn to. They called 211.

Caller is sitting in parking lot weighing risk of exposure vs getting groceries. He has heard rumor of a lockdown and wants to be fully stocked to avoid crowds.

Caller asking about unemployment and SNAP benefits. They claimed the website crashed and a message said that it'll be down until April 4.

Caller needs assistance in applying for food stamps. She does not have a computer and needs help.

Caller has no food, says she called yesterday for food bank info. The food banks told her they cannot deliver. She has no transportation.

Date	Calls
3/7	0
3/8	0
3/9	0
3/10	0
3/11	0
3/12	0
3/13	0
3/14	0
3/15	0
3/16	6
3/17	7
3/18	28
3/19	54
3/20	33
3/21	14
3/22	14
3/23	39
3/24	31
3/25	46
3/26	23
3/27	20
3/28	10
3/29	8
3/30	43
3/31	62
4/1	35
4/2	49
4/3	16
4/4	12
4/5	11
4/6	30
4/7	29
4/8	31
4/9	32
4/10	15
4/11	9
4/12	2
4/13	32
4/14	17
4/15	19
4/16	18
4/17	15
4/18	4
4/19	6
4/20	22
4/21	29
4/22	20
4/23	73
4/24	27
4/25	7
4/26	2
4/27	21
4/28	15
4/29	35
4/30	21
5/1	9
5/2	0
5/3	3
5/4	17
5/5	19
5/6	20
5/7	22
5/8	19
5/9	4
5/10	4
5/11	17
5/12	34
5/13	14
5/14	29
5/15	25
5/16	1
5/17	3
5/18	26
5/19	32
5/20	13
5/21	16
5/22	10
5/23	0
5/24	2
5/25	8
5/26	14
5/27	32
5/28	22
5/29	28
5/30	1
5/31	0
6/1	24
6/2	24
6/3	19
6/4	19
6/5	10
6/6	0
6/7	0
6/8	7
6/9	2
6/10	10
6/11	18
6/12	8
6/13	0
6/14	0
6/15	12
6/16	13
6/17	8
6/18	4
6/19	2
6/20	0
6/21	0
6/22	6
6/23	4
6/24	4
6/25	1
6/26	1
6/27	0
6/28	0
6/29	10
6/30	3
7/1	6
7/2	4
7/3	0
7/4	0
7/5	0
7/6	6
7/7	4
7/8	10
7/9	3
7/10	7
7/11	0
7/12	0
7/13	10
7/14	17
7/15	6
7/16	19
7/17	11
7/18	0
7/19	0
7/20	6
7/21	15
7/22	5
7/23	13
7/24	2
7/25	0
7/26	0
7/27	11
7/28	7
7/29	13
7/30	8
7/31	13
8/1	0
8/2	0
8/3	7
8/4	8
8/5	9
8/6	10
8/7	5
8/8	0
8/9	0
8/10	8
8/11	8
8/12	19
8/13	24
8/14	3
8/15	0
8/16	0
8/17	10
8/18	13
8/19	6
8/20	11
8/21	3
8/22	0
8/23	0
8/24	6
8/25	16
8/26	8
8/27	15
8/28	16
8/29	9
8/30	11
8/31	8
9/1	13
9/2	3
9/3	10
9/4	7
9/5	1
9/6	0
9/7	3
9/8	13
9/9	3
9/10	6
9/11	7
9/12	0
9/13	0
9/14	6
9/15	6
9/16	9
9/17	7
9/18	3

Unemployment spiked as soon as Louisiana’s lockdown began. Despite billions spent to prevent widespread poverty, many simply ran out of money. The number of people living without shelter in both Louisiana and the Acadiana region grew rapidly. And that included people who had not before been homeless. In mid-May, calls to 211 for housing outpaced all other referrals.

Caller lost job due to COVID-19. Needs help. He's living in a hotel, and he is running out of money and is concerned about becoming homeless.

Caller homeless in Lafayette, called already, been calling for almost a week. Updating phone number, she's moving around staying with different friends.

Caller is trying to get back on his feet for his girlfriend and their child on the way, and is having difficulty locating low-income apartments for people who are not elderly or disabled. Also needs shelter in the near future, currently staying at Salvation Army, but they said they will close soon.

Date	Calls
3/7	0
3/8	0
3/9	0
3/10	0
3/11	0
3/12	0
3/13	0
3/14	0
3/15	0
3/16	0
3/17	1
3/18	8
3/19	7
3/20	2
3/21	2
3/22	1
3/23	12
3/24	6
3/25	8
3/26	3
3/27	7
3/28	2
3/29	8
3/30	5
3/31	5
4/1	7
4/2	4
4/3	5
4/4	4
4/5	2
4/6	7
4/7	5
4/8	8
4/9	10
4/10	5
4/11	6
4/12	3
4/13	27
4/14	21
4/15	15
4/16	18
4/17	10
4/18	11
4/19	6
4/20	30
4/21	29
4/22	34
4/23	36
4/24	26
4/25	26
4/26	25
4/27	56
4/28	35
4/29	49
4/30	47
5/1	46
5/2	34
5/3	36
5/4	54
5/5	49
5/6	56
5/7	59
5/8	49
5/9	35
5/10	21
5/11	102
5/12	76
5/13	57
5/14	45
5/15	31
5/16	6
5/17	2
5/18	51
5/19	34
5/20	36
5/21	27
5/22	29
5/23	0
5/24	2
5/25	26
5/26	28
5/27	17
5/28	31
5/29	34
5/30	3
5/31	0
6/1	38
6/2	32
6/3	26
6/4	26
6/5	11
6/6	0
6/7	0
6/8	4
6/9	5
6/10	3
6/11	3
6/12	3
6/13	0
6/14	0
6/15	1
6/16	3
6/17	4
6/18	0
6/19	1
6/20	0
6/21	0
6/22	10
6/23	0
6/24	0
6/25	1
6/26	0
6/27	0
6/28	0
6/29	5
6/30	4
7/1	1
7/2	2
7/3	0
7/4	0
7/5	0
7/6	3
7/7	1
7/8	4
7/9	2
7/10	1
7/11	0
7/12	0
7/13	5
7/14	5
7/15	7
7/16	32
7/17	48
7/18	0
7/19	0
7/20	14
7/21	10
7/22	7
7/23	8
7/24	8
7/25	0
7/26	0
7/27	13
7/28	11
7/29	7
7/30	3
7/31	6
8/1	0
8/2	0
8/3	3
8/4	3
8/5	6
8/6	4
8/7	3
8/8	0
8/9	0
8/10	6
8/11	6
8/12	8
8/13	5
8/14	2
8/15	0
8/16	0
8/17	0
8/18	1
8/19	2
8/20	3
8/21	1
8/22	0
8/23	0
8/24	8
8/25	4
8/26	3
8/27	4
8/28	3
8/29	2
8/30	2
8/31	23
9/1	29
9/2	10
9/3	9
9/4	6
9/5	0
9/6	3
9/7	8
9/8	4
9/9	4
9/10	10
9/11	6
9/12	0
9/13	5
9/14	0
9/15	2
9/16	3
9/17	4
9/18	4

Federal, state and local relief programs worked to help small businesses survive the pandemic lockdown. Figuring out where and how to apply wasn’t always clear. Unemployment benefits, stimulus checks and business grants were often delayed. And the sheer volume of need overloaded government agencies responsible for that relief. Thousands turned to 211 for help.

Caller has health conditions that require access to electricity for survival, but got a notice from the mayor in Kaplan who wants to turn off lights for non-payment. They can't afford the bill right now, as her granddaughter who she lives with hasn't been able to work and is still waiting on unemployment benefits.

Caller wondering if the CARES act provides any protections to individuals who get COVID-19 (nurses) and not getting paid medical leave. Says employer refuses to pay him for the 80 hours he would have worked.

Caller wanted to know why there may be a delay in receiving their stimulus payments. They are both on Social Security, as well as their children, and haven't received anything yet.

Date	Calls
3/7	0
3/8	0
3/9	0
3/10	0
3/11	0
3/12	0
3/13	0
3/14	0
3/15	0
3/16	4
3/17	5
3/18	42
3/19	32
3/20	13
3/21	8
3/22	12
3/23	23
3/24	14
3/25	11
3/26	17
3/27	8
3/28	7
3/29	8
3/30	25
3/31	32
4/1	14
4/2	21
4/3	15
4/4	13
4/5	18
4/6	29
4/7	24
4/8	28
4/9	36
4/10	27
4/11	22
4/12	20
4/13	77
4/14	49
4/15	75
4/16	54
4/17	30
4/18	17
4/19	13
4/20	59
4/21	56
4/22	58
4/23	59
4/24	40
4/25	22
4/26	35
4/27	80
4/28	52
4/29	70
4/30	76
5/1	67
5/2	42
5/3	44
5/4	82
5/5	64
5/6	83
5/7	74
5/8	61
5/9	40
5/10	26
5/11	119
5/12	29
5/13	45
5/14	25
5/15	26
5/16	7
5/17	3
5/18	31
5/19	27
5/20	20
5/21	22
5/22	19
5/23	2
5/24	1
5/25	16
5/26	34
5/27	25
5/28	35
5/29	50
5/30	4
5/31	0
6/1	58
6/2	43
6/3	31
6/4	40
6/5	24
6/6	0
6/7	0
6/8	14
6/9	17
6/10	15
6/11	13
6/12	8
6/13	0
6/14	0
6/15	21
6/16	15
6/17	17
6/18	12
6/19	4
6/20	0
6/21	0
6/22	9
6/23	10
6/24	8
6/25	4
6/26	6
6/27	0
6/28	0
6/29	17
6/30	7
7/1	16
7/2	16
7/3	0
7/4	0
7/5	0
7/6	13
7/7	9
7/8	11
7/9	7
7/10	7
7/11	0
7/12	0
7/13	16
7/14	5
7/15	9
7/16	16
7/17	17
7/18	0
7/19	0
7/20	12
7/21	14
7/22	15
7/23	7
7/24	8
7/25	0
7/26	0
7/27	12
7/28	10
7/29	9
7/30	8
7/31	2
8/1	0
8/2	0
8/3	5
8/4	2
8/5	2
8/6	16
8/7	6
8/8	0
8/9	0
8/10	14
8/11	10
8/12	4
8/13	5
8/14	4
8/15	0
8/16	0
8/17	7
8/18	11
8/19	3
8/20	5
8/21	4
8/22	0
8/23	0
8/24	14
8/25	4
8/26	4
8/27	3
8/28	2
8/29	6
8/30	4
8/31	5
9/1	11
9/2	12
9/3	6
9/4	1
9/5	3
9/6	2
9/7	6
9/8	6
9/9	11
9/10	14
9/11	9
9/12	2
9/13	3
9/14	2
9/15	4
9/16	8
9/17	5
9/18	2

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