How a hotline brought hope in the crisis More New Yorkers have needed public benefits than ever before. Here’s who they called.
For six years, Yvonne Cintron has been answering phones for Benefits Data Trust, a nonprofit organization supported by Robin Hood to connect low-income individuals to public benefit programs. Of the many crises she has worked through, COVID-19 is the worst she’s ever seen. “I spoke with families all the time who were calling for the first time,” said Cintron, who is now a contact center supervisor. “Business owners who had to shut their doors. This one family had three teen boys. The mom said, ‘we’re not getting any business, and it’s like, do we keep the lights on or do we buy food? And these boys are home, so they’re eating me out of house and home.’” The family had never needed help before, but Cintron helped them access the benefits they were eligible for. “I let them know, ‘you did the right thing. Thank God you called, because we can help.’” The process of applying for public benefits like SNAP (food stamps) and Medicaid can be complicated, long, and daunting. People don’t know that they’re eligible, and they don’t know how to
apply. Benefits Data Trust, with the help of Robin Hood, is changing that. Since COVID-19, at the height of demand, Benefits Data Trust saw a 100% increase in call volume. Robin Hood’s grant allowed them to expand in New York, increasing both the number of calls they are able to answer and the number of benefits they can support. In a single call, clients can be screened and applied for up to 10 different benefits. Of the SNAP recipients in New York City who had jobs in 2020, 86% have lost earnings due to COVID-19. More than half of SNAP recipients had only a few days of food and cash on hand during the crisis. And the number of people receiving benefits rose 16% between February and June.
“WE ’VE GOT TO FOCUS ON THE GOOD, AND RIGHT NOW WE ’RE THE GOOD. WE GET TO BE PART OF THE SOLUTION.” — YVONNE CINTRON
So Benefits Data Trust is growing.
“We’re seeking to help as many people as possible,” said Cintron. “We are relentless at the work that we do.” Despite the tough conversations she has every day, Cintron is optimistic about the future. “We’ve got to focus on the good, and right now we’re the good. We get to be part of the solution.”
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