LA-area hotline gets thousands of calls during winter storms, but can offer few shelter resources

As a series of winter storms barreled toward Southern California around the start of the new year, the 211 LA hotline prepared to hand out motel vouchers and reserve shelter beds for people seeking refuge from wet weather.

The hotline received more than 12,700 calls for assistance between Dec. 22 and Jan. 6, when the Emergency Response Program was activated in response to the severe weather.

But it had only 140 motel vouchers to distribute — 50 from the city of Los Angeles and 90 from the county. All vouchers were handed out within a day, according to the Los Angeles Homeless Services Authority, known as LAHSA, which helps distribute funding.

Only one shelter in the program, in Long Beach, was open at that time and it was full during the two-week activation period, according to LAHSA. Another winter shelter program offers 335 beds but was mostly full at the time, officials said.

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The situation highlights long-running challenges 211 LA has faced during weather emergencies, including inadequate staff and long wait times. Officials say hotline callers are often frustrated when they find out that so few resources are available.

“A lot of the responses that we get from callers is anger … about not being able to provide them with that resource that they were told they can call us for,” Nancy Dueñez Velazquez, 211 LA’s housing director, told LAist.

She noted that when city and county officials encourage people to call 211 LA for shelter during a storm, they often don’t make clear that resources are "extremely limited.”

County supervisors say they’re working to address 211’s challenges, but there are budget constraints. The county is considering major cuts to homeless services and programs in the next budget year as it faces increased costs and funding losses.

Other county officials say they’re working to improve messaging around 211 and are shifting more funding through LAHSA to boost staffing.

Supervisor Janice Hahn told LAist she wants the county to look into providing more shelter beds during storms.

“In an emergency when lives are on the line, we have to be able to do better,” Hahn said.

LAist reached out to several authorities in the city of L.A., including Mayor Karen Bass, but none responded by the time of publication.

Thousands of calls; limited resources

Southern California experienced historic rainfall in late December — Christmas Eve and Christmas Day were the wettest on record — followed by more rain in early January.

During that time, the 211 hotline received 12,784 calls for assistance, Dueñez Velazquez said. But it didn’t have enough staff to handle them all.

The hotline had funding for 17 agents, working around the clock, who were able to field about three quarters of those calls. The rest disconnected before reaching an agent. Ideally, the hotline needs nearly 60 agents to handle the call load, according to 211 LA estimates.

Officials said they can boost staffing during emergencies by paying staff overtime. During the recent storms, 211 LA added about 58 hours of overtime, officials said.

Fewer staff can mean people wait longer to get connected to an agent for assistance. The average wait time for people calling during the storms was a little under eight minutes.

The longest wait time happened on Dec. 23, a day before Gov. Gavin Newsom declared a state of emergency in L.A. and five other counties because of the weather. Some 211 callers waited two hours to reach an agent.

Long wait times are not new to 211. In February 2024, as an atmospheric river was pummeling the region, LAist called the hotline and waited three hours and 30 minutes before reaching an agent. That was a little longer than the average wait for most callers that day, officials said at the time.

Officials from 211 LA have communicated those challenges in multiple after-action reports, most recently in June 2025. The reports highlight strained capacity, extensive wait times, frustrated callers and delayed funding.

Dueñez Velazquez said 211 LA has the ability to respond quickly to emergency events and assist people in need, it just needs the resources and budget to support the work. On a typical day, the hotline is “able to handle the call volume,” she said, but callers’ needs fluctuate with the weather.

Resources can run out quickly, so 211 LA provides whatever assistance is available at the time of the call, Dueñez Velazquez said.

“Whether that's a motel voucher, whether that's placement in a winter shelter site or whether that's information and referral to the next possible best resource that we can connect you to,” she said. “We really are here to help.”

She added that 211 LA updates its website with information about the number of available motel vouchers so callers with access to the site can decide whether to stay on the line.

LAHSA officials said the agency's goal is to serve as many unhoused people as possible each winter, and they’re proud to have “maximized resources” during the latest emergency.

“We would welcome additional resources, but we understand there are several competing priorities,” Ahmad Chapman, LAHSA’s director of communications, told LAist.

County officials respond

L.A. County officials say they’re working to fix some of the problems facing 211.

Supervisor Hilda Solis, chair of the Board of Supervisors, told LAist her office is improving public messaging so people calling 211 get the most up-to-date information on how many vouchers and other emergency resources are available.

“Extreme weather events highlight both the importance and the limits of motel vouchers,” Solis said. “While they are an essential emergency tool during storms, they are resource-intensive and difficult to scale quickly enough to meet the full level of need.”

Measure A, a half-cent sales tax increase passed by voters in 2024, directs funding to 211 LA to help ramp up capacity during the winter shelter season, Solis said. Cities can use their Measure A dollars to help add emergency shelters beds and motel vouchers to the overall inventory.

Supervisor Kathryn Barger told LAist the county’s new Department of Homeless Services and Housing is focused on making the most of limited resources while working with LAHSA on outreach.

“While emergency shelters are one critical tool, they are not the only option — motel vouchers and other interventions are also part of the County’s response — but all of this is constrained by fiscal realities,” Barger said. “That’s why we continue to look for ways to better coordinate, communicate, and stretch resources as effectively as possible.”

Officials with the Department of Homeless Services and Housing told LAist that more emergency shelter units were available during the winter storms, nearly half of which were allocated to 211 LA.

The department said in a statement to LAist it connects with people experiencing homelessness to make sure they’re aware of incoming storms, moves them out of areas prone to flooding and provides temporary shelter for as many as possible. Outreach teams also have their own motel vouchers to hand out, according to officials, in addition to 211 LA.

“[The department] has taken steps to support 211 in addressing an influx of callers seeking support during inclement weather, including shifting funding through LAHSA to pay for around-the-clock staffing to meet urgent needs,” the statement read.

Officials with the city of L.A. have expressed concerns about the region's storm response in the past.

Councilmember Nithya Raman has said previously that her office struggled to get people seeking shelter into temporary rooms during winter storms in 2024, and that there needed to be better lines of communication between LAHSA, 211 and the city.

Raman, chair of the Housing and Homelessness Committee, and Councilmember Ysabel Jurado, vice-chair of the committee, didn’t respond to LAist’s questions about the recent storm response.

Mayor Karen Bass’ office did not respond to LAist’s request for comment.