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.
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 2
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
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 3
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 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 4
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!
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 5
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
211 Central East Ontario
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
211 Central East Ontario
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% !
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 6
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
211 Central East Ontario
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!
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 7
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
211 Central East Ontario
2006-2010 Top Four Reasons People Call
2006
2007
2008
2009
2010
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 8
Municipal
14%
County/District
4%
Provincial
45%
Federal
37%
211 Central East Ontario
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
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 9
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%
211 Central East Ontario
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
Percentage of Overall Calls for
Housing Related Programs & Services
5-Year Trend
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 10
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
211 Central East Ontario
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
Percentage of Overall Calls for
Financial Related Programs & Services
5-Year Trend
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 11
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
211 Central East Ontario
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
Percentage of Overall Calls for
Health Related Programs & Services
5-Year Trend
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 12
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
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 13
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
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 14
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
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 15
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
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 16
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.
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 17
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%
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 18
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.
211 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 19
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 Central East Ontario
2010—5th Anniversary Needs & Trends Report
211 helps people find the right community and social services. Page 20
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.