By Eric Trow

When times are good, families in southwestern Pennsylvania trust their community physicians to provide the regular checkups and sound medical advice to keep their families physically healthy. And when routine injuries and illness occur, they also count on the physician’s specialized expertise. But what about when catastrophic things happen—when a single event or medical emergency impacts both the physical and financial health of a family? Many still turn to those same medical professionals for trusted guidance.  

United Way of Southwestern Pennsylvania recently took steps to make it easier for physicians to lead their patients to the support they need. Thanks to the proactive efforts of Dr. Don Vigliotti, a retired pediatrician, current United Way board member and active volunteer, more pediatricians now know about a vital United Way resource program called PA211 Southwest.  

“As a practicing pediatrician, there would often be times when we were there for more than the medical things. Sometimes people were just seeking help,” recalled Dr. Vigliotti. “A parent might bring in a utility shut off form in hopes of getting a signed medical exception, for instance. But sadly, we couldn’t always do that for them.” After a pause he adds, “It always felt bad to say no since it was clear they needed relief.” 

United Way leads PA 211 Southwest, a 24-hour service that connects individuals and families directly with a caring resource navigator trained to connect them to essential human service providers. 211 is a helping hand, introducing specialized resources and valuable tools that can help people get back on solid financial ground. PA 211 Southwest resource navigators help with utilities, housing, food, healthcare, transportation, legal services, homelessness, counseling, support groups and more.  

Contacts to 211 have increased dramatically from 191,000 in 2015 to 563,000 in 2023. Through this single source, thousands of referrals are made daily to a wide range of essential services within the 211 database. Anyone in the community can call, text or chat, 24/7/365. In other words, anytime support or guidance is needed.  

“When I was in practice, I didn’t know about 211,” recalls Dr. Vigliotti. “In my role with United Way, I thought, if we could just engage all of UPMC Children’s Community Pediatrics—my former practice—it would be a great start to helping providers connect people with the non-medical resources they need.”   

Dr. Vigliotti, working alongside United Way Regional Vice President Amy Franz, developed and conducted a webinar that engaged more than 70 physicians from the UPMC Children’s Community Pediatrics Group. Because these clinicians are on the frontlines every day serving thousands of families throughout the region, it became the goal of United Way leadership to build physician awareness of 211 and demonstrate how the system could augment their efforts to help patients achieve the best possible outcomes. 

Medical professionals were invited to attend an in-person United Way 211 Experience to see firsthand how this the program delivers real-world benefits to those in local communities. Through this immersion, the clinicians were better equipped to share information about 211 with their patients, their own staff members, and to others in their communities.  

Why is this initiative 211 so important? United Way uses the ALICE data set—which stands for Asset Limited, Income-Constrained and Employed—to track how working families are faring. A newly released United Way report found that 41% of families here in western Pennsylvania are not earning enough to afford the basic costs of living. While it is truly impressive how these families have managed to keep it all together despite the challenges they face, the fact remains that many of our neighbors—perhaps even our own families—are just one major expense, illness, or devastating event away from experiencing financial distress, often due to medical expenses. 

Medical debt has become the leading cause of personal bankruptcy in America. In Pennsylvania, roughly a million people are currently carrying medical debt.1 United Way’s 211 helpline can connect area families to resources for utilities, food, health care and other services that can help them manage during and after a crisis.  

Thanks to United Way, much-needed support is always just three digits away via the 211 service. And thanks to the efforts of Dr. Don Vigliotti and Amy Franz, more physicians are now introducing that service to families needing a little help getting back on their feet, back to building their dreams and on to pursuing new possibilities.   

Amy Franz notes, “211 is for anyone who is facing even a momentary challenge. I find it comforting to know that 211 is available for all of us, no matter how big or small our need might be.”   

To reach United Way’s 211 Southwest helpline, simply dial 211, text your zip code to 898-211, or visit pa211sw.org to search for services or to live chat with a compassionate resource navigator.  

“As a physician, you take an oath to help people,” Dr. Vigliotti noted. “And sometimes that means more than the medical things. We have to consider all social determinants of health – from the medications we prescribe to any issues patients may be facing at home that impact their wellbeing. Their health may rely on having heat at home or electricity to operate medical equipment. If patients can’t afford those utilities, physicians can fulfill their pledge to help by guiding them to PA211 Southwest.”   

See the impact firsthand through United Way’s 211 Experience. 

Listen in live as trained PA211 Southwest Resource Navigators answer real calls and provide compassionate guidance to members of the community. Register for an upcoming 211 Experience. 

1. Pennsylvania Independent. “Shapiro and lawmakers seek to erase medical debt.” Anna Gustafson. April 15, 2024. https://pennsylvaniaindependent.com/governor/shapiro-and-lawmakers-seek-to-erase-medical-debt/