Untangle Life’s Untangle Life’s ChallengesChallenges

Presentation for Crime Prevention Presentation for Crime Prevention OttawaOttawa

November 4, 2009November 4, 2009

Ontario’s Human Services SystemOntario’s Human Services SystemOntario’s Human Services SystemOntario’s Human Services System

Services are funded by all levels of governmentFederalProvincialMunicipal services

Non profit and charitable organizations Formal and informal community networks Business servicesOne time and seasonal programs

Internet, répertoire téléphonique, dépliants…Au niveau fédéral – Service CanadaAu niveau provincial – Service OntarioAu niveau municipal – 311Organismes à but non lucratifsRéseaux formelles et informelles Programmes saisonniers et programmes où les gens ont accès aux services qu’une seule fois

Comment peut-on Comment peut-on trouver des services?trouver des services?Comment peut-on Comment peut-on trouver des services?trouver des services?

Barriers in accessing Barriers in accessing servicesservicesBarriers in accessing Barriers in accessing servicesservices

Access to a phone or Internet

Out of date information

Frustration or confusion with automated telephone systems and lengthy hold times

Language and culture

Literacy and education

Addiction and mental health

Social isolation and poverty

Information et Information et

aiguillageaiguillage

Information et Information et

aiguillageaiguillageCompréhensif : ex. Centres d’information communautaires

Information et aiguillage vers plusieurs programmes et services offerts dans la communauté (communautaire, sociaux, santé et gouvernementaux)

Information et Information et aiguillageaiguillage

Information et Information et aiguillageaiguillage

Spécialisé : ex. les lignes d’information sur les traitements en toxicomanie, les lignes de services de garde d’enfants, les lignes de crisesService d’information et d’aiguillage pour un groupe en particulier ou qui dessert une région en particulier

The Roles of an Information The Roles of an Information and Referral Counsellorand Referral CounsellorThe Roles of an Information The Roles of an Information and Referral Counsellorand Referral Counsellor

Information and referral givingCrisis interventionAssessing the needs of each callerProviding support and using active listening techniquesAdvocacy and follow-upsAssisting the client in making the best possible decision and providing them with three referrals, if possibleAssessing the client’s resources with regards to accessing servicesAssessing the client’s informal resourcesIdentifying service gaps and ways to fulfill those gaps

A Service offered by the Community Information Centre of Ottawa

N11 Dialing CodesN11 Dialing CodesN11 Dialing CodesN11 Dialing Codes

211 – public information & referral services311 - non-emergency municipal government

services411 - directory assistance511 – weather and traveler information611 - telephone company repair service711 - message relay for telephone devices for the

hearing impaired811 - non-urgent health care triage services911 - emergency services

211 Ontario211 Ontario211 Ontario211 Ontario

eight regional call centres a coordinated telecommunications ability

routes calls, including after-hours and overflow calls, between 211 centres to effectively pool resources

local database partners will collect local data for the regional services

211 Ontario211 Ontario211 Ontario211 Ontario

211 Toronto - 2002

211 Niagara - 2005

211 Simcoe County - 2005

211 Halton - 2007

211 Windsor-Essex - 2007

211 Thunder Bay – 2008

211 Peel – 2008

211 Ottawa – 2008

Since the spring of 2008, 50% of Ontarians

(6 million people), have access to

211 services

The Community The Community Information Centre of Information Centre of OttawaOttawa

The Community The Community Information Centre of Information Centre of OttawaOttawa

The service provider for 211A non-profit organization offering information and referral services to individuals and professionals of Ottawa and the surrounding areaThe Community Information Centre of Ottawa is a member of InformOntario, InformCanada and AIRS (Alliance of Information and Referral Systems)

The Community The Community Information Centre of Information Centre of OttawaOttawa

The Community The Community Information Centre of Information Centre of OttawaOttawa

Other services offered to the community:-The Community Information Bulletin-Custom databases and database leasing-Labels-e-Blue Book and the Répertoire francophone-E-mail Broadcasting Services-Publications including the Directory of Ottawa Community Services (the Blue book) and various lists (list of Christmas Programs in Ottawa, list of free income tax clinics during the tax season, etc.)

What is 211?What is 211?What is 211?What is 211?

211 is an easy-to-remember, three-digit, non-emergency telephone number that connects callers to a full range of community, social, government and health service information Calls to 211 are answered by bilingual and certified information and referral specialists 211 is free, confidential and multilingual (150 languages)

What is 211?What is 211?What is 211?What is 211?

Information is also available at www.211ontario.ca

Community Reporting:

211 systematically tracks the reasons residents call & the services they require, producing reports which can be used to identify service gaps, duplication & emerging trends in human services

Why call 211?Why call 211?Why call 211?Why call 211?

Community Services (General)GovernmentBasic Needs (Food, Shelter, Clothing)HousingHealthEducationFinancial AssistanceHome SupportEmployment

Why call 211?Why call 211?Why call 211?Why call 211?

Immigration / Settlement / CitizenshipLegal ServicesRecreationSupport Groups / CounsellingTransportationChild CareAddictionsCrisis

Qui bénéficie du 211 ?Qui bénéficie du 211 ? Qui bénéficie du 211 ?Qui bénéficie du 211 ?

Tout le monde en bénéficie – les individus, les familles et les professionnels aussi bien que les agences communautaires et les gens qui font face à des obstacles causés par leur langue, la pauvreté ou des difficultés personnelles.

Who benefits from 211?Who benefits from 211?Who benefits from 211?Who benefits from 211?

Residents:• Easy access to community services (one-

stop shopping) either by phone or via the internet

• Information is current and accurate• Confidence and capacity building –

Allows callers to make informed choices• Overcomes barriers to accessing services• Communication network for public

dissemination of information

Who benefits from 211?Who benefits from 211?Who benefits from 211?Who benefits from 211?

Agencies:• Reduces # of misdirected calls• Provides access to a comprehensive database of

services to assist their clients• Time saved by individuals and organizations

Governments, United Way and other funders:

• Data collected from calls to 211 help to identify needs and possible service gaps in communities served

• Reduction in the number of 1-800 numbers and other information lines

• Reduction in non-emergency calls to 911

Who funds 211 in Who funds 211 in Ottawa?Ottawa?Who funds 211 in Who funds 211 in Ottawa?Ottawa?

211 has been developed in Ottawa through a partnership between the Province of Ontario, Citizenship and Immigration Canada, United Way/Centraide Ottawa and the City of Ottawa

The Community Information Centre of Ottawa is the 211 service provider

Public Launch of 211 in Public Launch of 211 in OttawaOttawaPublic Launch of 211 in Public Launch of 211 in OttawaOttawa

211 operated in soft launch mode from February 2008 – September 2008The public launch of 211 in Ottawa took place at UW/CO offices on September 19, 2008Minister Madeleine Meilleur took this opportunity to make an official announcement about the Province’s overall support for 211 in Ontario

Service HighlightsService HighlightsService HighlightsService Highlights

Top Reasons for Calling Community Services (General) Government Basic Needs (Food, Shelter, Clothing) Housing Education Financial Assistance Home Support

Gaps in Service Found in the Community Limited Hours of Operation for Basic Needs (food, clothing,

social services) Community Supports for Specific Populations/Needs Eligibility Requirements

What’s next? What’s next? What’s next? What’s next?

As required by the 211 license agreement, Ottawa will offer service 24/7 United Way/Centraide Ottawa will continue to be involved in the development of 211 in Eastern Ontario (211 for 613).It is anticipated that most of the 613 will have access to 211 in 2012Francophone Centre of Excellence for OntarioPublic Awareness

Questions?