FOR IMMEDIATE RELEASE
This is the third award the independent nonprofit has received for its wildfire response.
LOS ANGELES, CA – July 1, 2025 – 211 LA has won the NiCE CX Excellence Award, which honors 15 organizations transforming customer service through advanced AI and automation. The independently operated nonprofit received the award for the Excellent Interaction Orchestration category, recognizing mastery in orchestrating seamless interactions across all communication channels—voice and digital, synchronous and asynchronous, inbound and outbound, AI and human.
“211 LA continues to evolve to meet the needs of Angelenos, but technology and human connection are not mutually exclusive,” said Maribel Marin, Executive Director of 211 LA. “Our technology has played a pivotal role in our service delivery and data capture, painting a clearer picture of the challenge LA County faces when disaster strikes. This has allowed us to provide a proactive, holistic, and technologically-adept service model that has strengthened our community during and after the LA wildfires.”
211 LA is responsible for providing the 24/7 2-1-1 Disaster Information Hotline for all of Los Angeles County. When disaster struck in January, 211 LA was one of the first organizations prepared to support the city and county in coordinating evacuation efforts and connecting survivors to temporary housing resources. Through its partnership with Airbnb.org, Hilton, American Express, and other generous donors, 211 LA has connected over 17,000 households with short-term emergency housing over the last six months.
Earlier this year, the nonprofit hotline also received awards on its wildfire activation from Inform USA, including the Innovator of the Year Award for Disaster Preparedness and the Networker of the Year Award, given to 211 LA team member Nichole Bonilla for her respected work on the 211 Human Services Indexing System (211HSIS).
As Los Angeles continues in its recovery, deepened relationships and coordination with organizations and people driving preparedness efforts can help the Southland community build a stronger social safety net ahead of future disasters. Learn more about 211 LA and its services at 211la.org.
For media inquiries please contact:
Gilbert Zavala
Communications Director
media@211la.org
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About 211 LA
211 LA is the hub for community members and community organizations looking for all types of health, human, and social services in Los Angeles County. A 501(c)(3) nonprofit organization, 211 LA has served the people of Los Angeles County since 1981, helping residents navigate the most challenging crises, from homelessness to the COVID-19 pandemic to the devastating LA wildfires.
