2-1-1
Encyclopedia
2-1-1 is a special abbreviated
telephone number reserved in Canada
and the United States
as an easy-to-remember three-digit telephone number
meant to provide quick information and referrals to health and human service organizations.
(now a unit of Verizon) used 2-1-1 as an automated credit request number for disconnected or mis-dialed calls. This service was in service from the 1970s through the early 2000s.
United Way of Metropolitan Atlanta was the first to introduce a 2-1-1 service in 1997. Many states began implementation plans soon after, aided by the United Way of America in partnership with the Alliance of Information and Referral Systems. On July 20, 2000, the Federal Communications Commission
(FCC) approved 2-1-1 for nation-wide use as a short number in the United States
along with 5-1-1
. In Texas, particularly in the Coastal Bend area, 2-1-1 is also the number to call for elderly and handicapped people needing evacuation assistance in the event of a pending disaster such as a hurricane.
on 9 August 2001. The first Canadian 2-1-1 service opened in Toronto
on 13 June 2002.
to refer callers to organizations that provide services in such areas as:
Where available, 2-1-1 is operated by a private non-profit community-service organization, local government or local affiliates of the national organization of the United Way of America. 2-1-1 provides information and referral to callers on where to obtain assistance from local and national social service programs, local and national governmental agencies and local and national non-profit organization
s as well as where to volunteer or make a donation
locally. Referrals are often given from databases accessed by call specialists. These databases could be housed off site or on site, are often regional, and linked to a specific brand of software used to access and edit database records. To ensure the most up to date referrals are given to callers information in the database should not be older than one year.
Many 2-1-1 centers are exploring Memorandums of Understanding with state and federal governments to facilitate the efficient handling of future disasters. Television or Radio stations could easily tell citizens to call 2-1-1 in the event of an emergency. Call specialist at these centers would be informed of current disaster plans or place to receive help and could then inform the public of the correct course of action. Recently in Florida
, Texas
, Arizona
, Massachusetts
and the Gulf Coast region, 2-1-1 centers were instrumental in coordinating with local government officials and providing information to communities before and after local disasters.
. 21 states have complete 2-1-1 coverage, and it is available in Puerto Rico
. In Northern California, 2-1-1 was instituted throughout most of the San Francisco Bay Area.
, 2-1-1 is available in the following communities (with starting date):
Plans to introduce 2-1-1 services are also in development in other Canadian communities.
In the Canadian province of Prince Edward Island
, for unknown reasons, when 2-1-1 is dialed it causes a busy signal
to occur, and the dialer's telephone line will "go dead" for several minutes afterward.
The Windsor Star
has reported on March 20, 2003 that Windsor, Ontario
intended to have a 2-1-1 service up by 2009, as the Provincial Government
allocated $
311,000 to start it up, with much of the money being donated by the United Way of Canada
, but had a set time limit on how long those funds would be available. On November 26, 2007, the City of Windsor's website announced that 2-1-1 service for Windsor and Essex County
began, and was being run by the United Way (who also runs the local 3-1-1
service).
accrediting body for 2-1-1 centers is the Alliance of Information & Referral Systems (AIRS). AIRS provides an in-depth accreditation process for 2-1-1 centers. AIRS also certifies 2-1-1 Call Center Representatives as Certified Information and Referral Specialists (CIRS), Certified Information and Referral Specialists for Aging (CIRS-A) and Certified Resource Specialists (CRS) annually. AIRS standards have been created to provide a benchmark for 2-1-1 centers and its staff. The standards regulate nationally how a 2-1-1 centers provides services and how they collect and store information.
AIRS has developed a national taxonomy of human services that provides a standard language for information and referral providers nationally. This taxonomy provides standard definition of terms, an exact coding structure for referrals and search methodology for providing referrals to consumers. More information about the AIRS/Infoline Taxonomy of Human Services can be found at www.211taxonomy.org.
Accredited 2-1-1 centers must have active Memorandums of Understanding with local 9-1-1 service as well as domestic violence providers, elder care providers, mental health providers and local law enforcement to name a few.
.
Work is underway to create a bilingual, Canadian Taxonomy of human services based on the AIRS/Infoline Taxonomy. This project is led by InformCanada and significant steps have been made on the creation of a starter taxonomy by the 211 Ontario phase 2 project, funded by the Ontario Trillium Foundation and the government of Canada. Updates on the Canadian Taxonomy Project are maintained by 211.ca.
In the United States
, each implementation is monitored by the national accrediting entity Alliance of Information & Referral Systems (AIRS) and its local statewide affiliate.
In Canada
, the deployment of 2-1-1 service is subject to InformCanada accreditation and Canadian Radio-television and Telecommunications Commission (CRTC) approval.
Abbreviated dialing
Abbreviated dialing is the use of a very short telephone number to reach public services. Typically these are two or three digits, and are most commonly known as being emergency telephone numbers like 9-9-9, 1-1-2 and 9-1-1. Other services may also be available this way, such as the N11 codes in...
telephone number reserved in Canada
Canada
Canada is a North American country consisting of ten provinces and three territories. Located in the northern part of the continent, it extends from the Atlantic Ocean in the east to the Pacific Ocean in the west, and northward into the Arctic Ocean...
and the United States
United States
The United States of America is a federal constitutional republic comprising fifty states and a federal district...
as an easy-to-remember three-digit telephone number
Telephone number
A telephone number or phone number is a sequence of digits used to call from one telephone line to another in a public switched telephone network. When telephone numbers were invented, they were short — as few as one, two or three digits — and were given orally to a switchboard operator...
meant to provide quick information and referrals to health and human service organizations.
United States
For many years New York TelephoneNew York Telephone
The New York Telephone Company was organized in 1896, taking over the New York City operations of the American Bell Telephone Company.-Predecessor companies:...
(now a unit of Verizon) used 2-1-1 as an automated credit request number for disconnected or mis-dialed calls. This service was in service from the 1970s through the early 2000s.
United Way of Metropolitan Atlanta was the first to introduce a 2-1-1 service in 1997. Many states began implementation plans soon after, aided by the United Way of America in partnership with the Alliance of Information and Referral Systems. On July 20, 2000, the Federal Communications Commission
Federal Communications Commission
The Federal Communications Commission is an independent agency of the United States government, created, Congressional statute , and with the majority of its commissioners appointed by the current President. The FCC works towards six goals in the areas of broadband, competition, the spectrum, the...
(FCC) approved 2-1-1 for nation-wide use as a short number in the United States
United States
The United States of America is a federal constitutional republic comprising fifty states and a federal district...
along with 5-1-1
5-1-1
5-1-1, initially designated for road weather information, is a transportation and traffic information telephone hotline in some regions of the United States and Canada. Travelers can dial the three-digit telephone number 5-1-1 on traditional landline telephones and most mobile phones. It is an N11...
. In Texas, particularly in the Coastal Bend area, 2-1-1 is also the number to call for elderly and handicapped people needing evacuation assistance in the event of a pending disaster such as a hurricane.
Canada
The Canadian Radio-television and Telecommunications Commission (CRTC) approved the use of 2-1-1 throughout CanadaCanada
Canada is a North American country consisting of ten provinces and three territories. Located in the northern part of the continent, it extends from the Atlantic Ocean in the east to the Pacific Ocean in the west, and northward into the Arctic Ocean...
on 9 August 2001. The first Canadian 2-1-1 service opened in Toronto
Toronto
Toronto is the provincial capital of Ontario and the largest city in Canada. It is located in Southern Ontario on the northwestern shore of Lake Ontario. A relatively modern city, Toronto's history dates back to the late-18th century, when its land was first purchased by the British monarchy from...
on 13 June 2002.
Operation
2-1-1 center hours vary. Many are open 24/724/7
24/7 is an abbreviation which stands for "24 hours a day, 7 days a week", usually referring to a business or service available at all times without interruption...
to refer callers to organizations that provide services in such areas as:
- AddictionSubstance dependenceThe section about substance dependence in the Diagnostic and Statistical Manual of Mental Disorders does not use the word addiction at all. It explains:...
counseling - Affordable housingAffordable housingAffordable housing is a term used to describe dwelling units whose total housing costs are deemed "affordable" to those that have a median income. Although the term is often applied to rental housing that is within the financial means of those in the lower income ranges of a geographical area, the...
- Alzheimer'sAlzheimer's diseaseAlzheimer's disease also known in medical literature as Alzheimer disease is the most common form of dementia. There is no cure for the disease, which worsens as it progresses, and eventually leads to death...
assistance - Child care
- DebtDebtA debt is an obligation owed by one party to a second party, the creditor; usually this refers to assets granted by the creditor to the debtor, but the term can also be used metaphorically to cover moral obligations and other interactions not based on economic value.A debt is created when a...
counseling - Disaster relief
- DonationDonationA donation is a gift given by physical or legal persons, typically for charitable purposes and/or to benefit a cause. A donation may take various forms, including cash, services, new or used goods including clothing, toys, food, and vehicles...
opportunities - Education
- Emergency food, such as food bankFood bankA food bank or foodbank is a non-profit, charitable organization that distributes mostly donated food to a wide variety of agencies that in turn feed the hungry. The largest sources of food are for-profit growers, manufacturers, distributors and retailers who in the normal course of business have...
s and soup kitchenSoup kitchenA soup kitchen, a bread line, or a meal center is a place where food is offered to the hungry for free or at a reasonably low price. Frequently located in lower-income neighborhoods, they are often staffed by volunteer organizations, such as church groups or community groups...
s - ESLEnglish language learning and teachingEnglish as a second language , English for speakers of other languages and English as a foreign language all refer to the use or study of English by speakers with different native languages. The precise usage, including the different use of the terms ESL and ESOL in different countries, is...
- Financial assistance
- Homeless services
- Job counselingEmployment counsellorAn employment counsellor, also known as a career development professional, advises, coaches, provides information to, and supports people who are planning, seeking and managing their life/work direction.-Duties:...
- Parenting programs
- PsychotherapyPsychotherapyPsychotherapy is a general term referring to any form of therapeutic interaction or treatment contracted between a trained professional and a client or patient; family, couple or group...
counseling - Senior citizenSenior citizenSenior citizen is a common polite designation for an elderly person in both UK and US English, and it implies or means that the person is retired. This in turn implies or in fact means that the person is over the retirement age, which varies according to country. Synonyms include pensioner in UK...
programs - SuicideSuicideSuicide is the act of intentionally causing one's own death. Suicide is often committed out of despair or attributed to some underlying mental disorder, such as depression, bipolar disorder, schizophrenia, alcoholism, or drug abuse...
prevention - Telephone reassurance, care for the elderly
- Volunteer opportunities
- YouthYouthYouth is the time of life between childhood and adulthood . Definitions of the specific age range that constitutes youth vary. An individual's actual maturity may not correspond to their chronological age, as immature individuals could exist at all ages.-Usage:Around the world, the terms "youth",...
programs
Where available, 2-1-1 is operated by a private non-profit community-service organization, local government or local affiliates of the national organization of the United Way of America. 2-1-1 provides information and referral to callers on where to obtain assistance from local and national social service programs, local and national governmental agencies and local and national non-profit organization
Non-profit organization
Nonprofit organization is neither a legal nor technical definition but generally refers to an organization that uses surplus revenues to achieve its goals, rather than distributing them as profit or dividends...
s as well as where to volunteer or make a donation
Donation
A donation is a gift given by physical or legal persons, typically for charitable purposes and/or to benefit a cause. A donation may take various forms, including cash, services, new or used goods including clothing, toys, food, and vehicles...
locally. Referrals are often given from databases accessed by call specialists. These databases could be housed off site or on site, are often regional, and linked to a specific brand of software used to access and edit database records. To ensure the most up to date referrals are given to callers information in the database should not be older than one year.
Many 2-1-1 centers are exploring Memorandums of Understanding with state and federal governments to facilitate the efficient handling of future disasters. Television or Radio stations could easily tell citizens to call 2-1-1 in the event of an emergency. Call specialist at these centers would be informed of current disaster plans or place to receive help and could then inform the public of the correct course of action. Recently in Florida
Florida
Florida is a state in the southeastern United States, located on the nation's Atlantic and Gulf coasts. It is bordered to the west by the Gulf of Mexico, to the north by Alabama and Georgia and to the east by the Atlantic Ocean. With a population of 18,801,310 as measured by the 2010 census, it...
, Texas
Texas
Texas is the second largest U.S. state by both area and population, and the largest state by area in the contiguous United States.The name, based on the Caddo word "Tejas" meaning "friends" or "allies", was applied by the Spanish to the Caddo themselves and to the region of their settlement in...
, Arizona
Arizona
Arizona ; is a state located in the southwestern region of the United States. It is also part of the western United States and the mountain west. The capital and largest city is Phoenix...
, Massachusetts
Massachusetts
The Commonwealth of Massachusetts is a state in the New England region of the northeastern United States of America. It is bordered by Rhode Island and Connecticut to the south, New York to the west, and Vermont and New Hampshire to the north; at its east lies the Atlantic Ocean. As of the 2010...
and the Gulf Coast region, 2-1-1 centers were instrumental in coordinating with local government officials and providing information to communities before and after local disasters.
United States
As of May 2010, the service is available in 46 states and Washington, D.C.Washington, D.C.
Washington, D.C., formally the District of Columbia and commonly referred to as Washington, "the District", or simply D.C., is the capital of the United States. On July 16, 1790, the United States Congress approved the creation of a permanent national capital as permitted by the U.S. Constitution....
. 21 states have complete 2-1-1 coverage, and it is available in Puerto Rico
Puerto Rico
Puerto Rico , officially the Commonwealth of Puerto Rico , is an unincorporated territory of the United States, located in the northeastern Caribbean, east of the Dominican Republic and west of both the United States Virgin Islands and the British Virgin Islands.Puerto Rico comprises an...
. In Northern California, 2-1-1 was instituted throughout most of the San Francisco Bay Area.
California
In August of 2011, 2-1-1 California announced that it had selected a new technology platform with which to provide 2-1-1 service to 93 percent of the states population.Canada
In CanadaCanada
Canada is a North American country consisting of ten provinces and three territories. Located in the northern part of the continent, it extends from the Atlantic Ocean in the east to the Pacific Ocean in the west, and northward into the Arctic Ocean...
, 2-1-1 is available in the following communities (with starting date):
- Algoma District (September 2010)
- Bruce CountyBruce County, OntarioBruce County is a county in western Ontario, Canada, and includes the Bruce Peninsula. As of 2006, the population was 65,349. The area was . The county seat is Walkerton, Ontario. It is located at ....
(February 2009) - Calgary (2005)
- Edmonton (2004)
- Frontenac CountyFrontenac County, OntarioFrontenac County, as defined by Statistics Canada, is a census division of the Canadian province of Ontario. It is located in the eastern portion of Southern Ontario. The City of Kingston is included in the census division, but is politically separated from the County of Frontenac. It has a land...
(June 2010) - Grey CountyGrey County, OntarioGrey County is a county and census division of the Canadian province of Ontario. The county seat is in Owen Sound. The population was 92,411 in 2006. It is located in the subregion of Southern Ontario named Southwestern Ontario...
(February 2009) - Halton Region (2007)
- Haliburton CountyHaliburton County, OntarioHaliburton is a county of Ontario, Canada, known as a tourist and cottage area in Central Ontario for its scenery and for its resident artists. Minden Hills is the county seat. Haliburton County was established in 1983, but had existed as the Provisional County of Haliburton since 1874...
(September 2009) - Huron CountyHuron County, OntarioHuron County is a census division and county of the province of Ontario, Canada. It is located on the southeast shore of its namesake, Lake Huron, in the southwest part of the province...
(June 2010) - Kawartha LakesKawartha LakesThe city of Kawartha Lakes is a unitary municipality in Central Ontario, Canada. Although called a city, Kawartha Lakes is the size of a typical Ontarian county and is mostly rural....
(September 2009) - KingstonKingston, OntarioKingston, Ontario is a Canadian city located in Eastern Ontario where the St. Lawrence River flows out of Lake Ontario. Originally a First Nations settlement called "Katarowki," , growing European exploration in the 17th Century made it an important trading post...
(June 2010) - Lennox and Addington CountyLennox and Addington County, OntarioLennox and Addington County, Ontario is a county and census division of the Canadian province of Ontario. The county seat is Greater Napanee. It is located in the subregion of Southern Ontario named Eastern Ontario.It includes the following municipalities:...
(June 2010) - Muskoka District (November 2008)
- Niagara Region (November 2005)
- Northumberland CountyNorthumberland County, OntarioNorthumberland County is situated on the north shore of Lake Ontario, in central Ontario, Canada. It is located east of Durham County , west of Hastings, southeast of Kawartha Lakes and south of Peterborough County. The county seat is Cobourg...
(May 2009) - OttawaOttawaOttawa is the capital of Canada, the second largest city in the Province of Ontario, and the fourth largest city in the country. The city is located on the south bank of the Ottawa River in the eastern portion of Southern Ontario...
(19 September 2008) - Oxford CountyOxford County, OntarioOxford County is a regional municipality and census division of the Canadian province of Ontario, located in the Southern portion of the province. The regional seat is in Woodstock...
(September 2010) - Peel Region (May 2008)
- Perth CountyPerth County, OntarioPerth County is a census division of the Canadian province of Ontario. The county seat is Stratford and is located in Southwestern Ontario, west of Toronto. It encompasses , 90% of which is classified as prime agricultural land...
(June 2010) - Peterborough CountyPeterborough County, OntarioPeterborough County is located in Southern Ontario, Canada. It is projected to reach a population of 159,840 by 2031, according to the Ontario Ministry of Finance's Ontario Population Projections Update...
(June 2009) - Québec City (Capitale-Nationale et Chaudière-Appalaches)Quebec CityQuebec , also Québec, Quebec City or Québec City is the capital of the Canadian province of Quebec and is located within the Capitale-Nationale region. It is the second most populous city in Quebec after Montreal, which is about to the southwest...
(April 2008) - Renfrew County (February 2011)
- Sault Ste. MarieSault Ste. Marie, OntarioSault Ste. Marie is a city on the St. Marys River in Algoma District, Ontario, Canada. It is the third largest city in Northern Ontario, after Sudbury and Thunder Bay, with a population of 74,948. The community was founded as a French religious mission: Sault either means "jump" or "rapids" in...
(September 2009) - Simcoe CountySimcoe County, OntarioSimcoe County is located in central portion of Southern Ontario. The County is situated just north of the Greater Toronto Area stretching from the shores of Lake Simcoe in the east to Georgian Bay in the west...
(November 2005) - Thunder BayThunder Bay-In Canada:Thunder Bay is the name of three places in the province of Ontario, Canada along Lake Superior:*Thunder Bay District, Ontario, a district in Northwestern Ontario*Thunder Bay, a city in Thunder Bay District*Thunder Bay, Unorganized, Ontario...
(February 2008) - TorontoTorontoToronto is the provincial capital of Ontario and the largest city in Canada. It is located in Southern Ontario on the northwestern shore of Lake Ontario. A relatively modern city, Toronto's history dates back to the late-18th century, when its land was first purchased by the British monarchy from...
(June 2002) - Waterloo regionRegional Municipality of WaterlooThe Regional Municipality of Waterloo is a regional municipality located in Southern Ontario, Canada. It consists of the cities of Kitchener, Cambridge, and Waterloo, and the townships of Wellesley, Woolwich, Wilmot, and North Dumfries. It is often referred to as the Region of Waterloo or just...
(May 2011) - WindsorWindsor, OntarioWindsor is the southernmost city in Canada and is located in Southwestern Ontario at the western end of the heavily populated Quebec City – Windsor Corridor. It is within Essex County, Ontario, although administratively separated from the county government. Separated by the Detroit River, Windsor...
-Essex CountyEssex County, OntarioEssex County is a county and census division located in Southwestern Ontario and covers an area at the southernmost tip of Canada. The administrative seat is Essex...
(November 2007)
Plans to introduce 2-1-1 services are also in development in other Canadian communities.
In the Canadian province of Prince Edward Island
Prince Edward Island
Prince Edward Island is a Canadian province consisting of an island of the same name, as well as other islands. The maritime province is the smallest in the nation in both land area and population...
, for unknown reasons, when 2-1-1 is dialed it causes a busy signal
Busy signal
A busy signal in telephony is an audible or visual signal to the calling party that indicates failure to complete the requested connection of that particular telephone call....
to occur, and the dialer's telephone line will "go dead" for several minutes afterward.
The Windsor Star
Windsor Star
The Windsor Star is the regional newspaper of Windsor, Ontario , and is owned by the Postmedia Network Inc. Since 1923, the publication's main office is located at 167 Ferry Street in the downtown area...
has reported on March 20, 2003 that Windsor, Ontario
Windsor, Ontario
Windsor is the southernmost city in Canada and is located in Southwestern Ontario at the western end of the heavily populated Quebec City – Windsor Corridor. It is within Essex County, Ontario, although administratively separated from the county government. Separated by the Detroit River, Windsor...
intended to have a 2-1-1 service up by 2009, as the Provincial Government
Government of Ontario
The Government of Ontario refers to the provincial government of the province of Ontario, Canada. Its powers and structure are set out in the Constitution Act, 1867....
allocated $
Canadian dollar
The Canadian dollar is the currency of Canada. As of 2007, the Canadian dollar is the 7th most traded currency in the world. It is abbreviated with the dollar sign $, or C$ to distinguish it from other dollar-denominated currencies...
311,000 to start it up, with much of the money being donated by the United Way of Canada
United Way of Canada
United Way of Canada is the national organization for the 117 autonomous, volunteer-based United Ways across Canada. United Way campaigns raise money for local groups that address community issues and problems, and the national organization provides leadership, services and coordination to the...
, but had a set time limit on how long those funds would be available. On November 26, 2007, the City of Windsor's website announced that 2-1-1 service for Windsor and Essex County
Essex County, Ontario
Essex County is a county and census division located in Southwestern Ontario and covers an area at the southernmost tip of Canada. The administrative seat is Essex...
began, and was being run by the United Way (who also runs the local 3-1-1
3-1-1
The non-emergency telephone number 3-1-1 is a special N-1-1 telephone number in many communities in Canada and the United States that provides quick, easy-to-remember access to non-emergency municipal services or a Citizen Service Center...
service).
United States
The AmericanUnited States
The United States of America is a federal constitutional republic comprising fifty states and a federal district...
accrediting body for 2-1-1 centers is the Alliance of Information & Referral Systems (AIRS). AIRS provides an in-depth accreditation process for 2-1-1 centers. AIRS also certifies 2-1-1 Call Center Representatives as Certified Information and Referral Specialists (CIRS), Certified Information and Referral Specialists for Aging (CIRS-A) and Certified Resource Specialists (CRS) annually. AIRS standards have been created to provide a benchmark for 2-1-1 centers and its staff. The standards regulate nationally how a 2-1-1 centers provides services and how they collect and store information.
AIRS has developed a national taxonomy of human services that provides a standard language for information and referral providers nationally. This taxonomy provides standard definition of terms, an exact coding structure for referrals and search methodology for providing referrals to consumers. More information about the AIRS/Infoline Taxonomy of Human Services can be found at www.211taxonomy.org.
Accredited 2-1-1 centers must have active Memorandums of Understanding with local 9-1-1 service as well as domestic violence providers, elder care providers, mental health providers and local law enforcement to name a few.
Canada
In Canada, professional certification is handled by InformCanada http://www.informcanada.ca. The national 211 initiative is a partnership between InformCanada and United Way of Canada - Centraide CanadaUnited Way of Canada
United Way of Canada is the national organization for the 117 autonomous, volunteer-based United Ways across Canada. United Way campaigns raise money for local groups that address community issues and problems, and the national organization provides leadership, services and coordination to the...
.
Work is underway to create a bilingual, Canadian Taxonomy of human services based on the AIRS/Infoline Taxonomy. This project is led by InformCanada and significant steps have been made on the creation of a starter taxonomy by the 211 Ontario phase 2 project, funded by the Ontario Trillium Foundation and the government of Canada. Updates on the Canadian Taxonomy Project are maintained by 211.ca.
The process of implementing 2-1-1
The number 2-1-1 must be captured and approved for assigning through the local telecom companies providing services in the local area. The process of implementing a 2-1-1 service in a community has taken many paths since its beginning in 1997. Some places have a centralized state-wide system while others have decentralized regional networks with different types of affiliations.In the United States
United States
The United States of America is a federal constitutional republic comprising fifty states and a federal district...
, each implementation is monitored by the national accrediting entity Alliance of Information & Referral Systems (AIRS) and its local statewide affiliate.
In Canada
Canada
Canada is a North American country consisting of ten provinces and three territories. Located in the northern part of the continent, it extends from the Atlantic Ocean in the east to the Pacific Ocean in the west, and northward into the Arctic Ocean...
, the deployment of 2-1-1 service is subject to InformCanada accreditation and Canadian Radio-television and Telecommunications Commission (CRTC) approval.