From the FoodSource Hotline: Stories That Stay With Us
Olivia Deng
Every day, Project Bread’s FoodSource Hotline is a lifeline for people across Massachusetts who are navigating food insecurity. During the holidays, these challenges become even more pressing. Financial pressures grow, heating costs rise, and for many, the hope of a holiday meal is replaced by the worry of simply having enough to eat. When people do not know where to turn, they call the FoodSource Hotline for answers, guidance, and reassurance.
We hear from parents who are stretching every dollar, seniors making impossible choices between groceries and medicine, and people who never thought they would need to ask for help. Calls increase as families face benefit delays, higher food prices, and sudden changes in their lives. Through it all, the Hotline provides a trusted place to ask questions and connect with food and benefit resources.
The following stories show what our callers are experiencing, the real challenges they face, and how reaching out to the FoodSource Hotline can help people navigate moments of uncertainty.
Uncertainty Around SNAP
For many callers, the hardest part is the uncertainty.
When the government shutdown caused confusion and fear around November SNAP benefits, and misinformation was circulating, thousands of Massachusetts residents turned to the FoodSource Hotline for clear and accurate information about their SNAP benefits and what to expect.
One caller shared how unsettling it feels to rely on benefits that may or may not arrive, saying, “I keep wondering when the SNAP help might stop… I rely on it every month, so not knowing if it’ll be there next month really freaks me out.”
Others echoed similar fears after hearing conflicting information about government shutdowns and benefit delays. As one person put it, “I’ve heard different things about the government shutdown and SNAP. It would be great to know if November benefits will keep coming after [reading] that might stop.” During times like these, callers turn to Project Bread for accurate information and peace of mind, because knowing what is happening with SNAP can help families plan and feel less alone.
Discovering Help Too Late
The Hotline often introduces callers to programs they did not know existed, helping them stretch their food budget further. One caller learned about the Healthy Incentives Program (HIP) for the first time and was glad to learn she could utilize her SNAP benefits to afford more fresh produce. As a vegetarian, access to fruits and vegetables is essential. “I’m a vegetarian, so that’s all I eat. I’m ecstatic about this,” she said.
At the same time, she was disappointed to realize she could have been using the program sooner, but had not known it existed. Stories like this show how important it is for people to have a place to call where they can learn about available benefits and food assistance programs before reaching a crisis point.
Parents Facing Impossible Choices
Parents who call the Hotline are often doing everything they can to protect their children, even when they feel overwhelmed. One mother from Ware reached out because she had never used a food pantry and was unsure how she would feed her child in November.
Another call came from a father in Wayland who spoke openly about the shame he felt asking for help. He had recently started a new business and expected SNAP to be temporary, but delays left him unsure how to get through the month. His 11-year-old daughter receives breakfast and lunch at school, but dinner is his biggest concern. “I just want to make sure I can give her dinner.”
Despite having friends and family who could help, he struggled with asking. “I have friends and family that would feed us, but I don’t want to have to ask,” he explained, adding that he just needed “a place where I can go and scoop up some bread or something to get us through this.” He shared how unfamiliar this situation was for him, saying, “I used to make 300k a year, and this is my first time being on SNAP.” For parents like him, the FoodSource Hotline offers a confidential and supportive place to ask for help without judgment.
Holiday Stress
Project Bread Senior FoodSource Hotline Counselor Marirosa Lopez shared a story that reflects what many callers experience during the holidays. Shortly after a government shutdown ended, an older adult living in Massachusetts called in panic. Even though benefits were being restored, she was worried they wouldn’t come in time for the holidays.
The caller relied entirely on Social Security and followed a strict medical diet. Without SNAP for the month, she had no way to afford the food she needed. While she was referred to food pantries and Meals on Wheels, options that could safely meet her dietary needs were limited. Marirosa described the caller as scared, hungry, and worried she wouldn’t have anything safe to eat. In moments like this, the Hotline becomes a critical source of support, helping callers understand their options and feel less alone during a stressful time of year.
Getting Help in Crisis
Another story Marirosa shared came from a mother in Boston raising two young children under devastating circumstances. Her family was facing serious financial hardship after her husband, the main provider, was deported and is now being held in an immigration detention center.
With support from the FoodSource Hotline, she was able to access SNAP benefits. She said the help brought her relief and comfort during a very dark time. She shared her gratitude for the assistance during what she described as an overwhelming moment in her life. This story shows how the Hotline can help stabilize families during crises by connecting them to benefits and resources when they need them most.
You Put a Caring Voice on the Line
Each of these stories shows a different moment of crisis, uncertainty, or fear, but they also show why the FoodSource Hotline is so essential. When callers reach out, they are not just asking for information. They are looking for reassurance, clarity, and someone who understands the systems they are navigating.
Hotline counselors help callers sort through confusing or conflicting information about SNAP, identify benefits they may not know they qualify for, and find local food resources when money runs out. For parents, seniors, and individuals facing sudden life changes, having a real person on the line can make the difference between feeling alone and feeling supported.
Just as importantly, the FoodSource Hotline offers compassion without judgment. During the holidays and beyond, the FoodSource Hotline remains a steady source of help for people across Massachusetts, especially when the path ahead feels uncertain.