About 211
While there are excellent community programs available, many citizens have difficulty finding the services they need. Service providers also face challenges trying to locate appropriate community services for their clients. BC211 and the United Way are very pleased to announce that Lower Mainland residents are now able to access 211 services that:
- Provide an easy, visible, and non-judgmental entry point for people looking for help, 24/7, 365 days of the year.
- Increase efficiency by helping callers to define their needs and by pointing them to the most appropriate places to find help.
- Relieve some of the burden on service providers by reducing the number of calls from people who are seeking services they do not provide.
- Help service providers connect their clients to additional services available from other organizations.
- Provide new information about needs and gaps in services that can help social planners, policy-makers, and funders make better decisions.
Thanks to ongoing funding from the United Way of the Lower Mainland, BC211 provides 211 services for communities in the Metro Vancouver, Fraser Valley and Squamish-Lillooet Regional Districts.
Benefits of 211
There are many social, economic, community and health benefits of a 211 service. Some advantages include:
Improved Provision of Services to the Public
211 helps link people rapidly and easily to the services they need, avoiding the stress and confusion of searching for programs and services. Certified Information and Referral Specialists help callers to determine their needs and options. These Specialists are trained to ascertain which programs and services the caller is eligible for, to handle crisis calls and to advocate on behalf of the caller if needed.
Calls to 211 are free; services are multilingual and available 24 hours per day, seven days a week. By simply dialling 2-1-1, callers can easily find the resources in their area that are most appropriate to their situation.
Better Access to Services at Lower Costs to Service Providers
Delays in finding appropriate services can be costly. It is widely recognized that early intervention is more cost-effective than delayed or emergency service delivery. Calling 211 helps individuals get the services they need in the easiest and most cost-effective way, before their situation becomes critical.
More Responsive and Integrated Services
211 also helps service providers to quickly find complimentary services in their area, avoiding costly staff time,missed resources or duplication. 211 also helps service providers by reducing the amount of time spent on inappropriate calls and duplicate assessments. 211 will harmonize efforts among Information & Referral providers and other social service agencies.
Foster a Healthier and More Productive Workforce
Employee Assistance Programs and employers can use 211 to find appropriate community resources for employees and their families. When employees access services promptly, there is often quicker resolution of problems and quicker return to work. As a result, employers may experience a healthier and more productive workforce with reduced absenteeism. 211 can also be used by employers to refer employees to job-related services such as education, training, and English language classes.
Better Information for Funding Decisions
211 aggregate data provides a wealth of information for policy-makers about the services delivery system, so that they can better address the needs of client populations throughout the service areas. For example, the pattern of calls to the 211 service will tell policy-makers and funders what services are most requested in each area, and which needs are hardest to meet with currently available programs.
History
211 was started in the United States by the United Way in Atlanta in 1997. Since then, 211 services have launched in 47 states. Over 80% of Americans now live in areas served by 211.
In Canada, 211 was launched in Toronto in 2002. 211 is now available in 11 municipalities- Toronto, Niagara Region, Simcoe County, Halton, Windsor-Essex, Thunder Bay, Peel, Ottawa, Edmonton, Calgary and Quebec City. About 28% of the population (more than 9 million Canadians) live in areas served by 211.
A 211 initiative began in British Columbia several years ago. Significant research and planning looked at the possibilities of providing 211 across BC. In funding a Lower Mainland 211 service, the United Way has taken the essential first steps toward realizing a fully provincial 211 service.
211 FAQ
- What is 211?
- Who will use 211?
- What are the benefits of a 211 service?
- When will it be available?
- Has it been done before?
- What research has been done?
- Where can I get more information?
What is 211?
211 is an easy-to-remember, three-digit telephone number that provides free, confidential, multilingual information and referral to a full range of community, social, and government services. Twenty-four hours a day, seven days a week, Information and Referral Specialists link callers to the services and support they need. Phase II of the project will see the development of a 211 internet portal which will feature a searchable database for all social, community and government resources in the service area.
Who will use 211?
211 is for everyone and anyone who is seeking information about services in the Metro Vancouver, Fraser Valley and Squamish-Lillooet Regional Districts, such as:
- A senior citizen wanting home care support in order to live independently
- A teenager looking for job-seeking skills
- A young mother wanting advice on how to care for her newborn
- A homeless person seeking a shelter bed and a hot meal
- A recent immigrant needing language and employment training
- A family searching for child-care services in their community or close to work
- A father trying to find services for his son with a newly diagnosed illness
- A laid-off worker wanting to find out about employment insurance
- A person affected by disabilities looking for services available in their community
- A service provider wanting to find complementary programs for her clients
What are the benefits of a 211 service?
By simply dialling 211, callers can easily and quickly connect to the services they need, anywhere in the service area. 2-1-1 is easy to remember, reducing confusion, frustration and delay. 211 frees up 911 operators to deal with true emergency situations. Furthermore, 211 helps communities better use their resources by providing information that can be used to identify service gaps, duplication, and emerging trends. This will help policy makers to direct resources and services to where they are most needed.
When will it be available?
Thanks to funding from the United Way, 211 services are now available to callers in the areas between Bowen Island and Hope, and between Lillooet and White Rock.
Has it been done before?
211 was started in the United States by the United Way in Atlanta in 1997. Since then, 211 services have launched in 47 states. Over 80% of Americans now live in areas served by 211. In Canada, 211 was launched in Toronto in 2002. 211 is now available in 11 municipalities- Toronto, Niagara Region, Simcoe County, Halton, Windsor-Essex, Thunder Bay, Peel, Ottawa, Edmonton, Calgary and Quebec City. About 28% of the population (more than 9 million Canadians) live in areas served by 211.
What research has been done?
Comprehensive research on the costs and benefits of 211 services has been conducted in both the US and Canada. The studies concluded that the measurable benefits of a national 211 service outweigh the costs by a significant margin. All stakeholders, citizens, governments and service providers will realize benefits from 211. The Canadian and BC studies conducted by Deloitte confirm the strength of the 211 business case and the inherent value of the service.
Where can I get more information?
For more information about 211, contact Myrna Holman, Executive Director of BC211, at 604-708-3200 or Myrna@communityinfo.bc.ca
Service Provider FAQ
- In our community, people already know how to find us. Why would 211 be needed?
- Who will fund 211?
- When will 211 be up and running?
- If there is going to be a call centre in Vancouver and not in my community, how will 211 help us?
- Can existing services and programs cope with demand created by 211?
- How does 211 differ from government 1-800 lines?
- How does 211 deal with privacy concerns?
In our community, people already know how to find us. Why would 211 be needed?
211 is for people who don't know who to call for services in their community. While some people may call your organization directly, there are others who are looking for your services but don't know where or how to find that information. 211 will refer those people to you.
Who will fund 211?
The United Way of the Lower Mainland has committed to long term funding of 211.
When will 211 be up and running?
211 services are now available to callers in the areas between Bowen Island and Hope, and between Lillooet and White Rock.
If there is going to be a call centre in Vancouver and not in my community, how will 211 help us?
BC211(formerly Information Services Vancouver) already maintains a database of all government, social and community service agencies in the Lower Mainland. The information from this database is kept current by a team of Resources Specialists, and has been used for many years to produce the Red Book: Directory of Services for the Lower Mainland. Having a central fully staffed call centre allows for features such as access to services 24/7 in multiple languages.
Can existing services and programs cope with demand created by 211?
Some service providers feared they would be overwhelmed after 211 was introduced. But in Toronto, Alberta and the U.S., this has not happened. Last year, 96% of callers to Toronto 211 said that they got the help they needed.
How does 211 differ from government 1-800 lines?
Governments at every level have embraced the concept of giving citizens a single point of access to the programs and services they deliver. 211 takes this idea one step further by greatly enhancing public access not just to services provided by government but also to those delivered by charitable and community-based agencies.
How does 211 deal with privacy concerns?
A call to 211 is a confidential call. Telephones do not have call display, and I&R Specialists do not ask for any identifying information, beyond what is needed to find appropriate services (usually age, gender, and community). Follow up, advocacy and Assisted Referral calls do require the caller's contact information, but that is collected only with the caller's permission, and only for the purposes agreed to. Caller information is handled in strict adherence to both provincial legislation (BC Personal Information Protection Act) and AIRS (Alliance of Information and Referral Systems) standards.
Research and Planning
The following executive summaries provide a general overview of research findings in regards to 211 services nationally and provincially.
| BC211 Final Report & Business Plan : | IBM's Final Report & Business Plan for BC-wide 211 |
| Deloitte National 211 study: | Cost/Benefit study of a national 211 system by Deloitte |
| BC211 Implementation Plan: | Implementation plan for a province-wide 211 service. |
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