New info line provides gateway to the “myriad” of community resources by Don Barrie (originally appeared in the Summer 2002 edition of CILT In The Stream)

    Imagine that your father has just died, forcing you to become the sole caregiver for your ailing mother. Feeling overwhelmed, you may not know where to turn to for help. Thankfully, however, there is now a community resource where you can begin the search for the services you need.

    On Thursday, June 13, 2002, Toronto welcomed a new information service that makes the search for social and community services more “accessible” to consumers with disabilities in the Greater Toronto Area.

    211 is a free, confidential, information and referral helpline, operated by United Way Toronto and Community Information Toronto, with support from the City of Toronto. 211 is staffed by operators in 16 languages, 24-hours a day, seven days a week. It is also available on the Web, at www.211toronto.ca. This companion Web site receives financial support from Human Resources Development Canada, the Ontario Ministry of Training, Colleges and Universities, the City of Toronto and United Way.

    “211 expands our existing service,” said Allyson Hewitt, Executive Director of Community Information Toronto. “Whether you are a family facing eviction or seeking support for an aging parent, dialing 211 cuts through the confusion and connects people to the services they need.”

    Media and service agency workers attended the launch of 211 Toronto at its headquarters on 425 Adelaide Street West. The launch provided United Way the opportunity to reach out to the community, by affirming its role in the information age.

    "It can be frustrating and tough for people to try and find their way through the myriad of incredible resources that we do have in our community," acknowledged Frances Lankin, President of the United Way of Greater Toronto. 

    "211 helps individuals find their way to the help they need when they need it."

    211, unlike the 411 directory assistance service, concentrates on social, health and government services (e.g. housing, employment, rehabilitation, counselling services and programs for seniors and people with disabilities). It is also not an emergency service like 911, because all calls on the 211 system are confidential and don’t require security measures and caller identification.

    “211 is somewhere in-between,” Lankin said. “People can now call 211 for help when faced with non-emergency service needs. It is the result of a strong, effective partnership between public, community and private sector funders.”

    United Way Toronto submitted its application for 211 to the Canadian Radio-and-television Telecommunications Commission in June 2000, in response to the success of a similar service in the United States. It took a year and two months before the application was approved, but UW officials believe that the wait was worth it.

    "211 is going to create a new level and dimension of service to Torontonians," said Jennifer Lynn, board chair of the United Way Toronto. "It is going to be easier to access information and resources available to you out in the community, just at the touch of your   finger tip."

    Toronto is the first city in Canada to host a 211 service. The first 211 service was established in the U.S. by the United Way of Metropolitan Atlanta, Georgia on May 6, 1997. This has led other United Way chapters to implement 211 programs in 14 U.S. states, including Connecticut, Utah, Washington and Wisconsin.

    Other cities in Ontario are planning to host 211 services. Some of these cities include   Ottawa, Kingston, Windsor, Thunder Bay, York Region and Simcoe Country. Cities outside of Ontario developing 211 projects include Vancouver, Winnipeg, Edmonton and Halifax. The United Way expects to have 211 services nationwide over the next 10 years, according to a CRTC news release from August 9, 2001, the date the application was approved.

    “The City of Toronto is proud to be the first location in Canada to have 211 service,” said Councillor Brad Duguid, Scarborough City Councillor (Ward 38) and Chair of the City of Toronto’s Community Services Committee. “Now Torontonians can easily access information on a wide range community services by making 211 their first call.”