Browsed by
Author: DaveMontague

Caller Story – Oct. 25th, 2020

Caller Story – Oct. 25th, 2020

Each week we will post a summary of interesting and representative 211 calls. This week, a caller from New Brunswick: A caller in New Brunswick called on Friday stating that he had just returned to New Brunswick from Quebec to take care of his senior mother who lived alone. He had to leave his work in order to take care of his mother and he wanted to know what financial resources were available to him.  He was referred to Service Canada to apply for Employment Insurance…

Read More Read More

FAQs about 211 and the 211 Expansion

FAQs about 211 and the 211 Expansion

What is 211? 211 is Canada’s primary source of information for government and community-based, non-clinical health and social services. The free and confidential service can be accessed 24 hours a day, in more than 150 languages, by phone, chat, text, and web. 211 helps connect people to the right information and services, making their pathway to care and resources a guided and trusted one. 211 is available by phone, chat, website, and text in different regions – dial 2-1-1 to connect to…

Read More Read More

Activity Update Oct. 19 to 25, 2020

Activity Update Oct. 19 to 25, 2020

Province Calls Answered Average Call Length Manitoba 287 5:14 mins New Brunswick 247 (90 Fr.) 6:35 mins Newfoundland 12 3:40 mins Overall Call Trends 1)  Mental Health – stresses associated with COVID19, primarily around isolation and lack of normalcy 2) Financial – questions related to CERB, Employment Insurance, Disability Tax Credit payments,  and Caregiver Benefits 3) Health – COVID testing information, mobility aids, flu vaccinations and seniors living in long term care facilities needing support 4) Other – senior transportation services, housing help, driver’s test centres, legal information,…

Read More Read More

Inclusion Policy for 211 Listings

Inclusion Policy for 211 Listings

211 collects, maintains and disseminates human service information that enables people to make informed choices to improve their quality of life. Inclusion in the database of human services is free and is not dependent upon the purchase of a membership, products or separate advertising space from 211 or any of its affiliates. Subject to the priorities detailed in the next section, the database includes organizations or programs primarily located in or serving the area that: Provide a direct service to…

Read More Read More

Activity Update Oct. 15 to 20, 2020

Activity Update Oct. 15 to 20, 2020

Province Calls Answered Average Call Length Manitoba 214 5:30 mins New Brunswick 239 (109 Fr.) 5:55 mins Newfoundland 17 4:50 mins Caller Trends – In addition to testing the line, call types are varied and include requests for:  COVID-19: Testing and Assessment Centres Mental Health Services and Supports Government Programs Senior Services and Supports Housing/Shelter 211 Inclusion/Agencies Updating Records 

Alternate Contacts for 211

Alternate Contacts for 211

Bringing 211 to new regions across Canada in under 4 months has been a monumental task. And there is much still to do. We are working through several technical issues that can impact someone’s ability to reach us. Specifically, each regional telephone operator has to make changes to allow their customers to dial 211 and be properly redirected. Can’t Connect when you dial 211? If you or a client/colleague cannot reach 211 please let us know. We would need the…

Read More Read More

Building the 211 Directory – It takes a Village!

Building the 211 Directory – It takes a Village!

The launching of 211 in New Brunswick and Newfoundland and Labrador came about in only a few months. There were many moving parts including setting up contact centres, working with local telephone providers, hiring local staff and much more. One of the biggest tasks has been pulling together a data set of community services that 211 staff can use to refer callers to local resources. We have been lucky in both new regions to have partners that were eager to…

Read More Read More

Update Your 211 Records

Update Your 211 Records

The team has been busy gathering information about community and government services in the new regions where 211 is just starting out. In most cases we have been working with local partners to help provide the bulk of the community service data being used by 211 counsellors. We have also hired staff in the regions as the primary data editors to capture the knowledge that only ‘locals’ can provide. There is much you can do to help ensure those calling…

Read More Read More

211 has Launched across Canada!

211 has Launched across Canada!

211 is a free, confidential service that connects people to critical social and community supports. We act as the front door to government and community services, helping people navigate the complex network of programs and services quickly to find what they need for their unique situation. 211 is accessible 24 hours a day, in over 150 languages. This award-winning service improves access to information and community services during a time of significant disruption. Click here to learn more about how 211 is being…

Read More Read More