Transcript 211 Function Information for Emergency and Non

211’s Role and
Function in
Emergencies and
Non Emergencies
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What is 211?
•
211 is an easy to remember
telephone number that helps
people find the right community
and social services in their
community
• Calls to 211 are answered live by
trained information and referral
specialists 24/7/365
• The service is available in 150
languages
• Also available by relay service for
the hearing impaired and by
email
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N11 System in Canada
211 – public information & referral services
311 - non-emergency municipal government services
411 - directory assistance
511 - weather, traffic & travel information
611 - telephone company repair service
711 - message relay for telephone devices for the deaf
811 - non-urgent health care telephone triage services
911 - emergency services
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Components of 211 Service Delivery
Public Inquiry
Online Directories
Caller Needs
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Online Directories
211Ontario.ca
Informationniagara.com
How 211 can help during and following
an incident or Emergency
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During and Following an Incident
Public Inquiry
Online Directories
Caller Needs
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211 Services Role
During Emergency
Public Information
•
Field calls from the public regarding non-emergency
information such as:
 Evacuation information
 Location of shelters
 Road closures & traffic detours
•
Central access point to register volunteers & donations of goods
•
Rumour control by monitoring social media and posting facts or
notices to call 211 or visit specific websites
•
Help reduce non-emergency calls to 911 and other
municipal and government lines
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211 public inquiry role within
the communications structure
Emergency Responders
& Other Agencies
Inquiring
public
211
receives
211 Links
authoritative
with
information
Municipal or
from Emergency Provincial
Emergency
Information
Management
Officer
Coordination
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211 Services During Emergency
Online Directories
• Continually update disaster database with information &
services emerging
• Make database available to other organizations in the
community
• Maintain a continual information exchange with EIO to
ensure only authoritative information is disseminated
• Collect customized details about people who want to
volunteer & donations of goods & make available in realtime to emergency management personnel
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211 Services During Emergency
Caller Needs
• Provide real-time reports to EIO to support emergency
response
• Aggregates useful information for government, funders,
planners, agencies, researchers and policy makers
• Tracks changing service needs, unmet needs, service gaps
and trends
• After Action Reports with aggregated data to
support information needs of municipalities and
other levels of government
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Questions?
Free confidential live answer Information Niagara/Central South Ontario
Call 211 or visit
www.211ontario.ca
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