Serena found rock bottom before United Way called.  

Homeless, going through a divorce and in a stressful custody battle, Serena felt hopeless. 

“Some of the ugliest, roughest spaces – the crevasses of life – I was just scraping along on that,” she said. “I was at the point of giving up and throwing in the towel. I was in a place of trying to survive.” 

But little did she know the call she received to work for United Way 211 would open up a new calling for herself – one of giving hope, sharing experiences and embracing a resource that would change her life in ways she never imagined. 

As a United Way 211 information and referral specialist and lifeline operator, Serena now answers calls from people experiencing similar struggles. 

“United Way came as a lifeline,” she said. “I was able to find out what resources were out there for myself but also able to help others going through what I was, at the time, freshly going through.” 

United Way 211 is Northeast Florida’s vital, life-saving helpline that connects anyone in need to available community resources. The 211 database includes a vast list of organizations and resources like food pantries, shelters, mental-health clinics, financial management services, child-care resources, crisis assistance, employment services and much more.   

Serena works every day to ensure the individuals on the other end of her line get access to as much help as possible through available resources. 

She recently reflected on a time when an African-American mom called about her son’s suicidal thoughts. Serena connected the mom – who was scared not only because her son was suicidal but because he was a Black male seeking help from authorities – with resources that ultimately saved the boy’s life. 

The mom called Serena back a few days later just to share her gratitude. 

“When there seems to be no hope and callers are at a place of crisis, we’re there,” she said. “My job reminds me every day what a great organization this is.” 

Serena sees daily what a donation to United Way – large or small – can do. 

“It allows us to continue to be able to do the work we’re doing,” she said. “You're limitless when you connect with something bigger than yourself. When we are all in a better position, we can do greater things.” 

When you give to United Way of Northeast Florida, you support the work of Serena and the United Way 211 team who are on the frontlines of individuals and families in crisis every day. 

“It’s one person making that difference that allows others – like a ripple effect – to continue to grow and do,” Serena said. “It’s a privilege to be in that space."