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211 - Linking People with the Community

211 - Linking People with the Community. March 10, 2003. Presentation Objectives. Human Development Council’s Information Role Overview of 211 Next Steps. Community Information and Referral. Brings people and services together Identifies gaps in services

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211 - Linking People with the Community

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  1. 211 - Linking People with the Community March 10, 2003

  2. Presentation Objectives • Human Development Council’s Information Role • Overview of 211 • Next Steps Human Development Council - Linking People with the Community

  3. Community Information and Referral • Brings people and services together • Identifies gaps in services • Collects and maintains a database of community services disseminated through: • Walk in • Directories of Services • Telephone line Human Development Council - Linking People with the Community

  4. Information and Referral • Serves everyone • Unique combination of 2 skills • Knowledge of our area and community resources • Assessment of Individual needs Human Development Council - Linking People with the Community

  5. Relationship Assessment Education Advocacy Follow-up Framework of A Call Human Development Council - Linking People with the Community

  6. What is 211? • Simple, highly visible, easily recalled number to enhance awareness and access to community Information & Referral (I&R). • Trained I&R Specialists answer calls. Human Development Council - Linking People with the Community

  7. Why 211? • Efficient / eliminates confusion • Especially important for people who face barriers to accessing services including: • Older adults, children and youth • People who are homeless • Persons with disabilities • Individuals with low levels of literacy • Individuals incapacitated by crisis Human Development Council - Linking People with the Community

  8. 211 is Easy to Use • Studies show that people seeking health and human services must call 7-8 agencies before finding the right one. 211 is easy to remember. • Many people give up and never receive the help they need. • Agencies currently answer many calls not applicable to their service. 211 will free up their resources. Human Development Council - Linking People with the Community

  9. How Did 211 Evolve ? • Application to CRTC by: • InformCanada • (board representation from Saint John) • United Way-Centraide Canada • United Way of Greater Toronto • Community Information Centre of Toronto Human Development Council - Linking People with the Community

  10. National Standards for 211 • Build upon existing infrastructure • Implement Collaboratively • Leadership from InformCanada • Delivered by Community Sector InformCanada Human Development Council - Linking People with the Community

  11. Minimum Standards • Organization and governance • Relationship with telco • Accreditation by AIRS • Service Standards • Call Centre & Database Human Development Council - Linking People with the Community

  12. Minimum Standards con’t • Community Involvement • Sustainability • Public Education & Awareness Human Development Council - Linking People with the Community

  13. What is Happening in Canada? • 211 National Steering Committee & • National Classification Task Force • (Saint John has representation on both committees) • Other communities working toward 211include: Halifax, Ottawa, Montreal, Calgary, Edmonton, Vancouver, Winnipeg, Burlington, Niagara. Human Development Council - Linking People with the Community

  14. 211 Benefits • Highly visible and easy to remember. • Complementary service to 911 & 411. • Staffed by trained and certified specialists. • 211 is a collaborative effort that includes many agencies and communities. Human Development Council - Linking People with the Community

  15. More Benefits • Referrals to existing agencies - not to replace them. • Resource tool for tracking social trends. • Reduce the time and frustration of having to understand the complexity of community, health, government and social services. Human Development Council - Linking People with the Community

  16. Opportunity for Success • Improved use of community resources. • Assess local service capacity- building on existing infrastructure if possible. • Don’t recreate the wheel - standards for service quality, database design, and certification already exist. • Know that 211 is not cheap - look for opportunities to collaborate. Human Development Council - Linking People with the Community

  17. Next Steps ... • Where do we want to go with 211? • Up to our community. Human Development Council - Linking People with the Community

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