12,000 services, 1 lifeline: How a state transformed 211 access
Learn how a Mid-Atlantic state modernized 211 access with Zennify and Twilio, connecting residents to over 12,000 services through a single, textable number.
About the Client
A Mid-Atlantic state needed a better way for residents to access more than 12,000 public services, from crisis support and food assistance to elder care and housing. With those services spread across multiple agencies and regional call centers, the resident experience was inconsistent and difficult to navigate, especially during moments of urgent need.
Disconnected systems, rising demand
Like many state governments, the client operated in silos. Services were fragmented across agencies, and there was no single point of entry for support. The state envisioned a centralized 211 system that could:
- Offer a single number for both SMS and voice support
- Seamlessly route residents to local and relevant services
- Handle sensitive topics like suicide prevention and mental health
- Reach residents who preferred texting, calling, or both
But without in-house technical staff or architectural expertise, they needed a partner to bring the vision to life.
The Zennify Solution
Platform implemented
Twilio SMS, Studio, and Voice
Capabilities delivered
Crisis triage automation, intelligent call routing, SMS + voice support, follow-up callbacks
Access points unified
Statewide 211 services across 12,000+ programs and agencies
Channels enabled
Text messaging, voice hotline, and automated outbound calls
One platform, smarter access
Zennify (formerly Terazo) designed and implemented an omnichannel communication system powered by Twilio SMS, Studio, and Voice, creating a modern, scalable 211 platform that delivered immediate, intelligent support to residents statewide.
Residents could simply text “211” to initiate help. The system:
- Used Twilio SMS to collect ZIP codes and route inquiries by region
- Delivered automated, real-time responses for crisis scenarios using Twilio Studio
- Connected residents to the appropriate agency or live representative through intelligent call routing
- Followed up with automated weekly call-backs via Twilio Voice, ensuring long-term support for those in need
For residents who preferred speaking to someone directly, Zennify also implemented a traditional voice hotline, extending access across all comfort levels and demographics.
This project was part of a broader contact center transformation initiative, enabling the state to move from fragmented service delivery to a centralized, citizen-first mode.
A lifesaving connection at scale
Public services unified under one trusted access point
Textable number for fast, easy connection by phone or SMS
Access expanded, crisis response improved, friction removed
