2010 211 central east ontario needs & trends report

211 Central East Ontario

2010—5th Anniversary Needs & Trends Report

211 helps people find the right community and social services. Page 1

© 2011 Community Connection. All rights reserved.

This report is published on an annual basis and is

part of Community Connection’s Evaluation Plan.

Information in this report may not be reproduced or

redistributed in any manner whatsoever without prior

permission from Community Connection.

Community Connection

275 First Street, Box 683

Collingwood, Ontario L9Y 4E8

CommunityConnection.ca

Community Connection tracks calls for statistical purposes only. It does not collect information on the identity of callers.




INTRODUCTION

Community Connection

Community Connection in Collingwood is a non profit organization specializing

in information and referral services since 1969. Their mission is to create

vibrant, healthy and compassionate communities by providing high quality,

accessible community information and referral services, and engaging in collaborative community

development activities that create social capital. In 2005, the organization achieved national criteria

required for a 211 designation and is one of eight 211 service providers in Ontario.

What is 211?

211 is an easy-to-remember telephone number that provides information about community and social

services. 211 service organizations are supported by comprehensive databases that are publically

available online. 211 usage reports provide communities with service needs and trends data for

planning purposes.

211 is a North American-wide initiative led by the United Way of America and United Way of Canada.

In Canada, three digit dialing codes (or N11s) are assigned by the CRTC. N11s are assigned to a service

not an organization and must have universal social value.

211 Canada

The 211 Canada Steering Committee provides leadership to the development and implementation of

the national 211 system. Planning is underway in every province and 211 service is available in the

areas of Calgary, Edmonton, Vancouver, Quebec City, Toronto, St. Catharines, Oakville, Brampton,

Ottawa, Thunder Bay, Windsor and Collingwood.

211Ontario

In Ontario, the initiative is led by the Ontario 211

Services Corporation and eight designated service

providers.

Key features of 211 Ontario are: available 24/7, free

and confidential, live answer, multilingual

interpretation ability in over 175 languages, access for

people who are deaf, deafened or hard of hearing via

TTY or online chat, and online access at

211Ontario.ca.

Since 211 Toronto launched in 2002, twenty-two

counties/districts have launched 211 services,

bringing the total population served to almost 10

million people (or 77% of the population). The dark

green areas of this map indicate where 211 service

was available at the end of 2010.

In 2011, twenty-six more counties/districts are

scheduled to launch to achieve province-wide




INTRODUCTION

Central East Ontario Timeline

In November 2005, Community Connection launched a

211 service pilot to a portion of Simcoe County known as

South Georgian Bay, a population of approximately

48,000 people.

In 2007, a two-year Ontario Trillium Foundation grant

supported ongoing operations for the Collingwood

service and its expansion to North Simcoe County,

bringing the total population served to 110,000 people

In 2008, a financial commitment from the County of

Simcoe supported further expansion to all of Simcoe

County; 211 Muskoka was launched in November 2008 in

partnership with the District & the Muskoka Healthy

Communities Committee which brought the population

served to 480,000

In 2009, 211 service expanded again to an additional

87,620 residents of Bruce and Grey Counties, with

financial support from both the United Way and the Counties of Bruce and Grey.

Further expansion in 2009 to Northumberland and Peterborough was supported by the United Ways of

Northumberland and Peterborough, bringing the total population served in the Central East region to

853,380 people

In September 2009, an expansion to the City of Kawartha Lakes and Haliburton County was sponsored

by the United Way of Kawartha Lakes and brought the population served to 950,000

The launch of 211 to Perth and Huron Counties in June 2010, supported by the United Way of Perth

Huron brought the total population served in Central East to just under 1.1 million

Parry Sound area is expected to launch in 2011.




211 Ontario Service Regions

There are eight

organizations

providing 211

services in Ontario.

Community

Connection’s region

is Central East, a

rural/semi-rural

region comprised of

eleven counties and

districts.

211 service is now

available in many

communities across

Ontario, serving 77%

of the population.

This map shows

where service was

available by the end

of 2010.

0 500,000 1,000,000 1,500,000

South Georgian Bay

Simcoe County

Muskoka District

Bruce County &

Northumberland County

Peterborough County

Grey County

City of Kawartha Lakes

& Haliburton County

Perth County &

Huron County

Nov 2005

May & Sep 2008

Nov 2008

May 2009

Jun 2009

Jul 2009

Sep 2009

Jun 2010

Population

211 Central East Service Expansion

2010 launches in 2010 launches in 2010 launches in 2010 launches in Perth & Huron Perth & Huron Perth & Huron Perth & Huron

Counties Counties Counties Counties expanded the expanded the expanded the expanded the Central East Central East Central East Central East

catchment area tocatchment area tocatchment area tocatchment area to 1.1 million people!1.1 million people!1.1 million people!1.1 million people!




Bruce

County

656

Grey

County

3,395

Haliburton

County

178

Huron

County

231

City of

Kawartha

Lakes

670

Muskoka

District

1,659

Northumberland

County

1,806

Perth

County

571

Peterborough

County

1,096

Simcoe County

27,283


Number of Callers by County/District in 2010

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

Launch

Nov 2005

Year 1: 2006 Year 2: 2007 Year 3: 2008 Year 4: 2009 Year 5: 2010


Year to Date Calls Answered

37,545 calls37,545 calls37,545 calls37,545 calls were answered were answered were answered were answered in 2010, an in 2010, an in 2010, an in 2010, an

annual increase annual increase annual increase annual increase of 23% !of 23% !of 23% !of 23% !




Description of Calls

A Contact Tracking & Referral System allows Community Connection to track the nature of

information and referral contacts and report aggregate information on user demographics and

user need profiles.

During the course of a call information specialists track specified information about the call (not

the caller), while simultaneously using other information systems to identify appropriate

information and referral sources that will address the user’s needs.

Callers sometimes have multiple information and service needs when they call. Often, callers find

out about services they didn’t know existed or that they could qualify for.

Community Connection tracks calls for statistical purposes only and does not collect information

on the identity of callers.

0 1000 2000 3000 4000 5000 6000

Volunteering/Donations

Violence/Abuse

Transportation

Recreation

Newcomer/Immigration

Mental Health

Legal

Housing

Home Support

Health

Government

Food

Financial

Environment

Employment

Education

Community Services

Commercial/411

Childrens Services

Addictions


2010 Summary of Why People Call

In 2010,In 2010,In 2010,In 2010, the top fourthe top fourthe top fourthe top four call categoriescall categoriescall categoriescall categories made up moremade up moremade up moremade up more than half ofthan half ofthan half ofthan half of all calls to 211!all calls to 211!all calls to 211!all calls to 211!




Reasons for Call Categories

The 2010 top four call categories are described in the following pages.

Community Connection’s ability to provide detailed reporting provides a

more precise explanation of the type of services needed. Two common

calls provide an example:

Calls requesting information about health card renewals are not tracked

as a health category, but as a government service—the health card

program does not provide health services but a government identification

program to access health services.

Conversely, calls requesting the phone number for Telehealth Ontario are

tracked as a health service because callers receive specific advice and information about their

health.

The same four The same four The same four The same four categories havecategories havecategories havecategories have remained in theremained in theremained in theremained in the top five since top five since top five since top five since the service the service the service the service launched in launched in launched in launched in 2005!2005!2005!2005!

0 2000 4000 6000 8000 10000 12000 14000

Government

Health

Housing

Financial


2006-2010 Top Four Reasons People Call

2006

2007

2008

2009

2010




Municipal

14%

County/District

4%

Provincial

45%

Federal

37%


2010 Calls for Government Agencies & Programs

15% of all calls

Why People Call

Reason #1: Government– 15% of all Calls

Municipal (14% of all Government calls)

Most callers know which municipal department or service they want.

Often these callers are looking for phone numbers and hours of service.

Call examples:

♦ to place a noise complaint or report a stray animal

♦ has snow removal problems on his street.

County (4% of all Government calls)

Few callers are certain which county

department or service they want to

contact. Call examples:

♦ looking for County road conditions

♦ where to pick up a blue box

♦ garbage hasn't been picked up for two

weeks

♦ eligibility for child care subsidy

♦ financial assistance for emergency

dental services.

Provincial (45% of all Government calls)

Few callers are certain what department

or service they want to contact, and often

don’t know what services the provincial

government provides. Call examples:

♦ to replace/renew a health card

♦ information on tenant rights

♦ need advocacy from the MPP for a

new birth certificate.

Federal (37% of all Government calls)

Few callers are certain what department or

service they want and often don’t know

about most services the federal govern-

ment provides. Call examples:

♦ need advocacy from his MP for a

passport

♦ status of their child tax benefit

♦ can’t get through to local Service

Canada office

♦ confused about an application for a

permanent residents card.

#1 reason #1 reason #1 reason #1 reason people call,people call,people call,people call, 5 Years5 Years5 Years5 Years in a row!in a row!in a row!in a row!

11%

16%

14% 14%15%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

2006 2007 2008 2009 2010

Percentage of Overall Calls for

Government Related Programs & Services

5-Year Trend




Why People Call

Reason #2: Housing – 13% of all Calls

Utilities Arrears

Most callers don't know assistance may be available.

The source for financial aid is also different depending

upon the utility (gas, hydro, wood, propane). And,

eligibility for assistance is different depending upon other

criteria, such as the caller’s source of income. Call example:

♦ caller has been laid off and has fallen behind on utility bills

while waiting for EI benefits

♦ local hydro assistance program has run out of funds.

Housing Programs

Most callers don’t know programs may

exist to help them find and maintain

affordable housing. Housing help programs

do not exist in every community, and some

communities have several different

agencies providing the service. Call

example:

♦ new resident is looking for a market

rent apartment

♦ senior can’t afford retirement home is

in need of affordable apartment.

Rent Arrears

Most callers don't know assistance may be

available. The source for financial aid is also

different depending upon their source of

income. Call example:

♦ caller working part-time has fallen

behind in their rent and received an

eviction notice from their landlord

♦ OW recipient in arrears and community

start up funds are exhausted.

Emergency Housing

Shelters don’t exist in every community and

some communities have several different

agencies providing shelter service. Call

example:

♦ 17 year old has been kicked out of their

home by his parents

♦ abused female seeking nearest shelter.

50% of all 50% of all 50% of all 50% of all housing related housing related housing related housing related calls were for calls were for calls were for calls were for utility arrears.utility arrears.utility arrears.utility arrears.

A 42% increase A 42% increase A 42% increase A 42% increase from 2009!from 2009!from 2009!from 2009!

Housing Programs

35%

Emergency Housing

5%Rent Arrears

10%

Utilities Arrears

50%


Call Details for Housing Related Programs & Services in 2010

13% of all calls

9%

6%

8%

11%

13%

0%

2%

4%

6%

8%

10%

12%

14%

2006 2007 2008 2009 2010


Housing Related Programs & Services

5-Year Trend




Why People Call

Reason #3: Financial – 12% of all Calls

Income and Maintenance Support Programs

There is very low caller awareness of how to access income

maintenance and support programs such as Ontario Works and the

Ontario Disability Support Program. One challenge for example, is

most telephone books list Ontario Works in the blue pages under

Municipal Government Services and then under the contracted

municipality for the region.

Most callers don't know what assistance may be available. And, complicating things further, it

depends upon the callers situation (such as income, employability, family structure) which agency

could provide assistance. Call example:

♦ low income, employed family in need of emergency dental care for a parent.

Community Programs

Seasonal programs such as back to school

back packs for kids and toys at Christmas

are often run by volunteer organizations,

contact information changes annually and

each may have different eligibility and

service areas. Not all communities have

similar programs. Call example:

♦ a family with a terminally ill parent is

in need of help with basic school

supplies for their four children.

Various Financial Needs

Individual and family needs such as

eyeglasses, prescriptions, personal

products (adult diapers) and household

items (such as appliances) have very

limited sources of

assistance and rely heavily on volunteer

and faith organizations. Most communities

do not have an organized response to

these needs. Call example:

♦ a single mom’s stove has quit working

and she hasn't found a used one she

can afford

♦ diabetic father on EI can’t afford

medication and an optional drug plan

deductable is too expensive.

Ontario Ontario Ontario Ontario Works most Works most Works most Works most needed needed needed needed support!support!support!support!

0% 5% 10% 15% 20% 25% 30% 35%

Workers Compensation Program

Various Needs

Prescriptions Assistance

Personal & Household Items

Ontario Works

Ontario Student Support Program

Ontario Disability Support Program

Old Age Security

Eyeglasses Assistance

Employment Insurance

Dental Assistance

Canada Pension

Back to School Programs


2010 Calls for Financial Assistance

12% of all calls

8% 8% 8%

13%

12%

0%

2%

4%

6%

8%

10%

12%

14%

2006 2007 2008 2009 2010


Financial Related Programs & Services

5-Year Trend




Why People Call

Reason #4: Health – 11% of all Calls

Health Programs and Services

There is very low caller awareness of health programs and most callers

are confused about the differences between Community Health

Centres, Community Care Access Centres, the new Care Connector

Program, the Local Health Integration Network and Family Health

Teams. Most callers seek advice on which service to contact

for their current needs.

Most callers understand the services of after hours and walk in clinics,

but have difficulty accessing information on location and hours of

these services. Clinics often have different names and hours of

service.

Most callers are aware of public health

units but often have challenges finding

contact information.

Regulated health professionals are the

most sought after information with callers

seeking labs, flu clinics, home nursing assis-

tance, and occupational therapies.

Call examples:

♦ parent seeking a 24/7 pharmacy

♦ caller recently released from hospital

seeking additional nursing care

♦ senior wanting flu clinic locations and

hours

♦ young mom wanting to call the Asthma

Education clinic at a local hospital

♦ a single mom has moved to the area

and is seeking a local family doctor

♦ caller diagnosed with Multiple Sclerosis

looking for a support group

♦ parent looking for the nearest walk in

clinic that was open Sunday afternoons

♦ an Aboriginal caller seeking traditional

healing methods

♦ caller is at their cottage and needs the

nearest walk in clinic.

Health Health Health Health moves to moves to moves to moves to 4th rank, 4th rank, 4th rank, 4th rank, behind behind behind behind

housing & housing & housing & housing & financialfinancialfinancialfinancial needsneedsneedsneeds

0 100 200 300 400 500 600 700 800

Walk in/Urgent Care

Specialized Health Organizations

Regulated Health Professionals

Public Health

Pharmacies

Hospitals

Community Health Centres

Care Connector Program


2010 Calls for Health

11% of all calls

16%

12%13%

11% 11%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

2006 2007 2008 2009 2010


Health Related Programs & Services

5-Year Trend




24/7 Access

211 is available 24/7. Since launching

services five years ago, the volume of af-

ter hours calls have remained consis-

tently high.

This demonstrates the need callers have

to access information about services dur-

ing evenings and weekends when most

services are closed.

Access through Technology

Community Connection offers three

access channels for culturally deaf,

oral deaf, deafened and hard of

hearing people to communicate with

their Information Specialists – TDD/

TTY, Internet chat and email.

Language Services

Use of 211 through interpreter services is

increasing. The following languages are a

compilation of the last 5 years:

Spanish – 6

French – 5

Mandarin – 3

Portuguese – 2

Arabic – 1

Chinese – 1

Korean – 1

Punjabi – 1

0%

10%

20%

30%

40%

50%

60%

2006 2007 2008 2009 2010

% of Calls Outside the

Business Hours of Monday to Friday 9-5

5-Year Trend

46

47

48

49

50

51

52

53

54

55

56

2006 2007 2008 2009 2010

Actual # of TTY and Email Contacts

5-Year Trend

0

1

2

3

4

5

6

7

8

2006 2007 2008 2009 2010

Actual # of Callers requiring Interpreter Services

5-Year Trend




Information versus Referral Calls

Just over half of all callers are certain which

organization they need and seek contact

information. Callers receiving referrals may be

provided with multiple options.

Callers in Complex or High Risk Situations

Calls continue to rise from individuals and family in

complex situations or face endangerment from lack

of food or shelter, or abusive relationships.

Advocacy and Follow up

Information Specialists conduct advocacy or

follow up calls with callers considered to be in

endangerment situations or who have asked for

assistance to access services.

Calls Transferred to Crisis Lines

Protocols are in place between 211 and most crisis

line services to ensure callers can be directly

connected to trained professionals who can help

them through an immediate crisis.

0%

10%

20%

30%

40%

50%

60%

2006 2007 2008 2009 2010

Information Calls versus Referrals Calls

Percentage of Overall Calls

5-Year Trend

Information Only Information with Referrals

0.0%

0.5%

1.0%

1.5%

2.0%

2.5%

3.0%

3.5%

4.0%

4.5%

5.0%

2006 2007 2008 2009 2010

Percentage of Callers in Complex or High Risk Situations

5-Year Trend

0

2

4

6

8

10

12

14

2006 2007 2008 2009 2010

Actual Number of Calls Transferred to a Crisis Line

5-Year Trend

0

2

4

6

8

10

12

14

16

18

20

2006 2007 2008 2009 2010

Actual Number of Advocacy or Follow up Calls for

Callers with Complex or High Risk Situations

5-Year Trend

Advocacy Assistance Follow up Provided




Ages

Typically it is adults under the age of 65 who call 211. However, the age of the person for whom the

information or services were requested is almost equally divided between children/youth, adults and

seniors over 65.

Gender

Typically it is females who call 211. However, the gender of the person for whom the information or

services were requested is almost equally divided between males and females.

Income

During a call, it may be necessary to determine the

caller/family income in order to provide a referral to

services they will qualify for.

Employed

24%

No Income

10%

Ontario Disability

Support Program

20%

Ontario Student

Assitance Program

1%

Ontario Works

46%

% of Average Income of Callers in 2010

Child/Youth

4%

Adult

85%

Senior 65+

11%

Average Age of Callers in 2010

Child/Youth

27%

Adult

37%

Senior 65+

36%

Average Age in Need of Services in 2010

Female Callers

76%

Male Callers

24%

Gender of Callers in 2010

Females in Need of

Services

56%

Males in Need of

Services

44%

Gender for Whom the Call Was Made in 2010




Unmet Needs and Service Gaps

For the purposes of this report, unmet needs include both service gaps and barriers to service. These

include services that don’t exist in a certain community, don’t serve a segment of the population,

organization’s whose funding has been exhausted for a service, and callers that are prevented from

receiving a service because of location, accessibility, language or culture. This also includes callers who

have exhausted previous avenues of assistance.

By effectively sharing information about

the needs expressed by callers that are not

adequately met by community resources,

211 expects to impact the improvement

for more comprehensive and effective

services.

In 2010, 211 Central East Ontario

answered 37,545 calls from residents and

human service professionals seeking

information about community services.

These calls resulted in 486 documented

unmet needs. The chart to the right

describes the number of unmet needs in

the most common categories.

The chart to the left

provides a

comparison of

unmet needs and

gaps over the past

two years.

0 50 100 150 200 250

Utilities

Transportation

Rent

Prescriptions

Income assistance

Goods & services

Eye glasses/hearing aids

Doctors

Dental

24

13

16

8

5

149

3

33

25

51

19

20

28

15

61

17

194

82

2009-2010 Comparison

Unmet Needs and Service Gaps

2009 2010

Dental/dentures

17%

Doctors

40%

Eye glasses &

hearing aids

3%

Income

3%

Goods & services

(various)

13%

Prescriptions

6%

Rent

4%

Transportation

4%

Utilities

10%

2010 Types of Unmet Needs & Service Gaps




Awareness

Across the Central East region, Community Connection began a variety of promotional and awareness

activities. There were public awareness campaigns conducted in many communities including radio

and public transit advertising. The primary focus during the first phase of this work is educating

agencies and service providers. Another key awareness program is through telephone messages made

by utility companies advising to call 211 for financial help available for energy bills.

Family Members

3% Word of

Mouth

23%

Newspaper

7%

Phone Book

4%

Brochures,

posters,

info cards

5%Radio

5%School

Newsletters

1%

Internet

3%

411

.4%

Agencies & Service

Providers

49%

How Callers Heard about 211

Physicians

5%

Health Care

Agencies &

Providers

23%

Community

Service

Providers

(non profit &

government)

72%

Referral Sources by Agency TypeRelationships with a

number of health

funded organizations

in North Simcoe

Muskoka is increasing

awareness of the role

211 can play in

supporting the work

of health

professionals.




Service Quality

Information specialists conduct service quality surveys throughout the year. During the survey periods,

211 calls are conducted in the normal way, and at the end of some calls, callers are asked to participate

in a survey. If permission is granted, information specialists review a detailed set of questions with the

caller, which may include their income source and other important demographic information. Informa-

tion on the identity of callers is not collected and surveys are not conducted when it is inappropriate

based on the emotional or physical condition of the caller.

Surveyed callers indicated the following reasons for NOT receiving the services they needed:

Hasn’t had time to follow up yet

Didn’t need the service after all

Doesn’t qualify for referred service, had already called back for other options

Had left message on the answering machine and organization has not called back.

Surveyed callers are asked to provide any additional comments, the following were received:

The person I spoke to was absolutely wonderful

The phone rang a long time before it was answered

This service is a “10” all the way

The person I spoke to was fantastic

It’s a fantastic service

Great service.

Caller Satisfaction 2007 2008 2009

First time callers 51% 41% 58%

Previous callers 49% 59% 42%

Callers who will call 211 again 100% 100% 100%

Callers who would recommend 211 to others 100% 100% 100%

Caller Outcomes 2007 2008 2009

Professionalism of the information specialists (avg mark out of 10) 9.2 9 10

Listening skills of the information specialists (avg mark out of 10) 9.7 9 9.9

Callers understood the options & referrals offered 100% 100% 100%

Callers who followed up on the referrals provided 91% 95% 90%

Callers who received help from the organizations they were referred 89% 93% 82%




Case Study: Role of 211 in Disaster Recovery

In the late afternoon of Thursday August 20th

, 2009 a severe storm travelled through southern Ontario.

Several areas of Grey County received significant damage, which resulted in two small communities

declaring a State of Emergency. The Town of Durham in the municipality of West Grey and the Village

of Craigleith in the municipality of The Blue Mountains had severe damage from what is thought to be

an F2 tornado. The storm inflicted significant damage throughout various Grey County communities

including the villages of Victoria Corners and Camperdown in The Blue Mountains.

Community Connection/211 Central East Ontario is in its beginning stages of growth and expansion.

The 211 service in Grey County had been launched only three weeks prior to the event. A formal role

has not yet been established with emergency planners & responders in any of the communities in

Central East Ontario. Experiences such as H1N1 and the storms that occurred on August 20th

are being

used as exercises to document and learn from our communities’ response to situations. In the case of

Grey County, the United Way of Bruce Grey has taken an active role in coordinating communications

between municipalities and 211.

Communication Procedures

During the weekend following the storm, 211 received 4 media releases and 13 emails related to

recovery response services. The communications came from the United Way of Bruce Grey (email

updates from site visits, links to municipal press releases & media articles) and the County of Grey,

Social Services Director (email updates from meetings). 211 staff continued to monitor municipal

websites (Grey County, West Grey & The Blue Mountains).

Initially email communications were sent to staff in Collingwood and the overnight service provider in

Toronto, Findhelp Information Services. By the first of the week it became apparent that services were

changing quickly, and email was not an efficient way for staff to search and access the most current

information and a post disaster database was created.

Information & Referral

The total calls which caller’s identified as storm related were nine. A case study was completed for

each call. The first calls were related to power outages. Over the weekend calls were related to

volunteering and debris cleanup venues. By the first of the week calls were related to counselling for

children who experienced the tornado at the day camp where there was a child fatality, a resident

whose home was destroyed in need of housing, and an adult male who has temporarily lost his job

(employer’s building was destroyed) and needed financial assistance for medication.




Case Study: Role of 211 in Disaster Recovery Continued

Post Disaster Database

The Grey County Storms Post Disaster Database contained a limited number of records created to

assist staff serve storm victims and provide easy access for local partners to submit database entries &

changes.

Records contained services & programs such as specific items for donations including a bank account &

branch #s, businesses donating use of chainsaws, food access & meals, temporary membership &

borrowing privileges at various libraries, property damage application forms & available locations,

trauma counselling through victim services, volunteer registration & locations, information about

specific offers for equipment use, extended hours for landfill sites, extended hours to reach municipal

staff, and counselling services for children.

__________________________________

Footnotes:

Town of Durham aftermath & actual tornado: http://www.youtube.com/watch?v=nwmV7ilcx70

Georgian Peaks Ski Area (Craigleith) aftermath: http://www.youtube.com/watch?v=VXaiBlPto0g

Town of The Blue Mountains (villages) & Georgian Peaks aftermath: http://www.youtube.com/watch?v=2CC6OIbtFTg

Actual tornado at the Georgian Bay Club (near Craigleith): http://www.youtube.com/watch?v=bLHDE9dNM2c

211 service providers have a number of disaster preparedness standards that must be met (see http://www.airs.org/files/public/

AIRS_Standards_6_0Final.pdf). While 211 has played significant roles in the United States during small & large scale disasters (visit

http://211us.org/benefits.htm), the 211 system in Canada is in development, and so utilization & resulting benefits during a disaster have yet

to be demonstrated.




211 Fact Sheet

� 211 is a free public information service connecting people to community, social, health and government services

� 211 is an easy to remember phone number answered live by trained information specialists

� 211 is 24/7, confidential and multilingual

• In North America, the 211 initiative is led by the United Way of America and the United Way of

Canada/Centraide Canada, in partnership with national information and referral associations, AIRS

and InformCanada.

• 211 began in the United States in 1997. As of December 2009, 80% of the US had access to 211,

serving more than 241 million Americans. Visit 211us.org for more information.

• 211 began in Toronto, Canada in 2002. As of September 2009, 9.4 million Canadian residents had

access, including the first French language 211 service in Quebec. Visit 211Canada.ca or 211.ca for

more information.

• In Ontario, eight 211 call centres have been established in Toronto, St. Catharines, Collingwood,

Windsor, Oakville, Thunder Bay, Ottawa and Brampton, and they are currently serving 6.4 million

people (55% of Ontario).

• In 2008, the Ministry of Community and Social Services announced a four-year commitment of over

$13 million dollars to expand 211 across Ontario. The system is expected to receive multi-sector

funding from the Province, Municipalities and United Ways. Federal funding would support

interoperability between provinces/territories.

• The Ontario 211 Services Corporation was incorporated in January 2008. It has formalized its

structure and continues to build its capacity to provide leadership and accountability for the 211

Ontario system.

• In the 2009 report on Ontario’s Poverty Reduction Strategy, 211 was highlighted as one of the

government’s success stories and announced an annual $4 million commitment.

• In 2009, 211 Ontario service providers responded to 489,586 calls from Ontario residents and

service providers.

2010 211 central east ontario needs & trends report

Documents