Calls for a helping hand break records

Phones are ringing off the hook at the United Way 211 call center.

They got the more calls for help last month than in any other month in the history of the program.

George Wolfenden has been answering phones at the call center for the last 11 years.

But in the past few months, he's heard a change in the voices on the other end of the line.

"A lot of people call up and say 'I've never done this. I'm really nervous.' Some of them say 'I'm really embarrassed or even ashamed.' And we say, 'hey, don't feel that way. That's what we're here for. We want to help you. What can we do for you?'" Wolfenden said.

Seventy-four percent of the calls coming in at the call center are first time callers.

"Their savings is gone, their retirement is gone, so they're at the point where they have no options and that number keeps increasing on a daily basis," said Larry Olness, the vice president of community services.

The call center received more than 15,000 calls last month.

The call volume surpasses the number of calls United Way got in the months after the 2004 hurricanes.

The United Way helps people with a range of problems, from getting counseling to help paying a power bill.

Currently, the No. 1 call they're getting is for a basic need -- a roof over their head.

"Housing is the biggest problem without a doubt. Housing is huge," Wolfenden said.

Help with utility bills and food ranks just below housing.

The United Way puts callers in touch with other services to help.

But as the phones keep ringing, they worry if the help will run out.