Shortly after the first case of coronavirus in Hawai‘i was confirmed, and residents were unsure how public health mitigation efforts to limit the spread would impact our local economy, our team focused on addressing the need for timely data in order to understand how households would be impacted and what support they would need.

Aloha United Way’s (AUW) 211 Helpline appeared to be a good place for us to start. AUW welcomed us to peer behind the curtain and gain a better understanding of the 211 system. What we observed was a system containing several fragmented components, fraught with unreliable data flows and prone to human error, immediately raising data integrity concerns. Though we started with an interest in 211 data as a timely data source, if the system supporting the data wasn’t reliable, then how reliable and useful would the data itself be? It was clear that the first challenge to address was upgrading the 211 system.