Client: 211 Colorado
Challenge: Staff burnout and team cohesion in a high-stress environment of crisis support.
Outcome: By partnering with Hummingly, 211 Colorado implemented proactive strategies to combat burnout, foster team collaboration, and strengthen resilience among their staff.
Since its founding, 211 Colorado has been a lifeline for vulnerable communities across the state. As part of Mile High United Way, this Denver-based team of navigators works to provide vital resource referrals—like food assistance, payment help, and transportation options—to individuals facing difficult circumstances. Their role becomes even more critical during disaster response, where they serve as a central point for community resources. However, this essential work comes with challenges. With every phone call, their navigators often find themselves on the other end of a person’s worst day. Over time, the emotional toll of handling these high-pressure situations has led to staff burnout.
Kim Christensen, Manager of Disaster Response, described the growing need to support her team: “Our navigators hear tough stories day in and day out. We realized we needed to provide more than just encouragement to avoid burnout—we needed actionable solutions.”
211 Colorado reached out to Hummingly to address these challenges, focusing not just on avoiding burnout but also creating space for the team to connect and share strategies for managing their stress. The goal was to build a supportive culture that allows for open conversation among the staff themselves, rather than just leadership directing solutions.
The workshop, led by Hummingly’s CEO Jolie Wills, had a transformative effect. “Even our most introverted team members felt safe to share their experiences,” Kim recalled. “It was refreshing to see those who usually stay quiet contribute to the dialogue, which gave us insights into how we could better support each other.”
One of the most impactful moments of the day was a team-building activity where participants wrote their dreams for the future of the team and the actions they would take to help achieve it. For many navigators, this was a powerful realization—that in order to continue serving the community effectively, they needed to prioritize self-care.
“Recently I feel I lost my perspective. Now I have a plan to find a possible solution to this situation,” one staff member shared.
Since the workshop, the team has embraced tangible practices to support one another. “The ‘Doing Well’ cards from the workshop have opened the door for staff to check in with each other and have hard conversations,” Kim explained. “It’s no longer about stepping around tough topics—there’s now a real sense of openness, and it’s been incredibly helpful for the team.”
Kasey Harlos, Senior Director of 211 & Disaster Response, reflected on the workshop’s importance: “The Sustaining the Supporters workshop led by Jolie Wills ensured our Mile High United Way 211 Colorado Help Center Team has the resiliency and wellness tools we need to prioritize our own individual and team wellness as we continue showing up for our community in need. Thanks to Hummingly, we are confident, ready, and prepared to continue to answer every call with compassion, grace, and kindness. We cannot thank Jolie enough—this supportive resiliency workshop was just what our team needed as we prepare for the extreme call volume we typically see as we roll into the holiday season.”
Through their partnership with Hummingly, 211 Colorado has begun fostering a stronger, more connected team. The workshop has provided their staff with the tools to navigate burnout, build resilience, and ultimately continue their vital work with renewed energy. As Kim put it, “This workshop gave our team permission to have hard conversations and truly support each other. It was exactly what we needed.”
