Who We Are - 211 Alameda County

We’ve Been There. We’re Ready to Help.

Real people helping you find new ways forward.

At 211 Alameda County, support begins with understanding. Many of the people who answer our lines have personally faced challenges like housing instability, financial hardship, or navigating public benefits. Those experiences shape how we listen and respond.

Our resource specialists are trained professionals and members of the community we serve. As the designated 211 provider for Alameda County, we connect residents with more than 2,800 local health and social service programs. Support is confidential, available 24 hours a day in over 300 languages, and centered on helping each person find options that fit their situation.

When you reach out, you’ll speak with someone who understands where you are and can direct you to helpful information and resources with patience, respect, and care.

Why People Turn to 211 First

211 Alameda County offers empathy and expert guidance to all.

211 Alameda County serves 60,000+ people every year
Help is always available, 24 hours a day, 7 days a week
All calls are private and confidential
Support is available in 300+ languages
We respect people from all cultures and backgrounds
We have strong partnerships with local service providers
211 coordinates fast, critical services in emergencies and disasters
We’re real people who understand and care about our community

Our 211 Alameda County Team

Get to Know Our Leadership Team

The Alameda County 211 Leadership Team is deeply connected within the communities we serve. With strong Bay Area roots and years of nonprofit experience, they lead with compassion, equity, and accountability, guiding our strategy, building strong partnerships, and supporting the teams connecting thousands of residents to trusted resources each year.

Pamela Glasshoff Director of Community Engagement

Pamela Glassoff has been a leader at 211 Alameda County since 1996, bringing nearly 30 years of experience in housing navigation, community engagement, and information and referral services. She is dedicated to expanding access to stable, affordable housing and strengthening systems that support individuals and families.

As Director of Community Engagement, Pam builds strategic partnerships, promotes services across Alameda County, and oversees the agency’s housing database and ACHousingChoices.org. She also leads the AHIP and Health Navigation programs, drawing on 25 years of experience. Previously, she developed a mobile outreach and case management program for people experiencing homelessness, led regional housing workshops, and served as a HUD-VASH Veteran Housing Specialist. She holds a Human Services Certificate and a B.A. in Ethnic Studies.

Oscar Arenal Director of Program Staff

Oscar Arenal is Director of Program Staff at 211 Alameda County, where he leads workforce development, supervision, and coaching to strengthen staff performance across all programs. He supports teams delivering 24/7 multilingual information and referral services, ensuring staff have clear guidance, consistent expectations, and the tools to provide high-quality, equitable support.

Raised in the Bay Area, Oscar brings lived experience that shapes his approach. Having navigated many of the same challenges as 211 callers, he is deeply committed to keeping 211 a trusted, accessible resource. He began his career as a 211 operator, witnessing the impact of real-time support, and has advanced into leadership over the past three years with a focus on building strong teams and improving service delivery systems.

Elsa Gonzalez Director of Program Infrastructure

Elsa Gonzalez is the Director of Program Infrastructure at 211 Alameda County, where she leads operational systems that support consistent, high-quality service delivery. With a background in Business Administration and experience across multiple roles within the organization, she brings strong expertise in contact center leadership, staff development, and service coordination.

Elsa focuses on strengthening organizational and documentation practices to ensure reliable program operations and effective workflows. She began her career as a 211 Community Resource Specialist, drawing on lived experience to better understand and respond to community needs. Committed to collaboration and continuous improvement, Elsa builds strong partnerships and fosters a supportive, growth-oriented environment, helping ensure 211 services remain accessible, responsive, and grounded in dignity.

Meet Our Board of Directors

Our Board of Directors brings community insight, leadership, and accountability to our work. Their guidance helps ensure 211 Alameda County remains a trusted resource for residents across the county.