Transcript Slide 1

Untangle Life’s
Challenges
Presentation for Crime Prevention Ottawa
November 4, 2009
Ontario’s Human Services System
Services are funded by all levels of
government
Federal
Provincial
Municipal services
Non profit and charitable organizations
Formal and informal community networks
Business services
One time and seasonal programs
Comment peut-on
trouver des services?
Internet, répertoire téléphonique,
dépliants…
Au niveau fédéral – Service Canada
Au niveau provincial – Service Ontario
Au niveau municipal – 311
Organismes à but non lucratifs
Réseaux formelles et informelles
Programmes saisonniers et programmes
où les gens ont accès aux services qu’une
seule fois
Barriers in accessing
services
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Out of date information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
aiguillage
Compréhensif : ex. Centres d’information
communautaires
Information et aiguillage vers plusieurs
programmes et services offerts dans la
communauté (communautaire, sociaux,
santé et gouvernementaux)
Information et
aiguillage
Spécialisé : ex. les lignes d’information sur
les traitements en toxicomanie, les lignes
de services de garde d’enfants, les lignes
de crises
Service d’information et d’aiguillage pour
un groupe en particulier ou qui dessert
une région en particulier
The Roles of an Information and
Referral Counsellor
Information and referral giving
Crisis intervention
Assessing the needs of each caller
Providing support and using active listening techniques
Advocacy and follow-ups
Assisting the client in making the best possible decision
and providing them with three referrals, if possible
Assessing the client’s resources with regards to
accessing services
Assessing the client’s informal resources
Identifying service gaps and ways to fulfill those gaps
A Service offered by
the Community Information Centre of Ottawa
N11 Dialing Codes
211 – public information & referral services
311 - non-emergency municipal government
services
411 - directory assistance
511 – weather and traveler information
611 - telephone company repair service
711 - message relay for telephone devices for the
hearing impaired
811 - non-urgent health care triage services
911 - emergency services
211 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 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 Information
Centre of Ottawa
The service provider for 211
A non-profit organization offering information
and referral services to individuals and
professionals of Ottawa and the surrounding
area
The Community Information Centre of Ottawa is
a member of InformOntario, InformCanada and
AIRS (Alliance of Information and Referral
Systems)
The Community Information
Centre of Ottawa
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?
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?
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?
Community Services (General)
Government
Basic Needs (Food, Shelter, Clothing)
Housing
Health
Education
Financial Assistance
Home Support
Employment
Why call 211?
Immigration / Settlement / Citizenship
Legal Services
Recreation
Support Groups / Counselling
Transportation
Child Care
Addictions
Crisis
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?
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?
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 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
Ottawa
211 operated in soft launch mode from
February 2008 – September 2008
The public launch of 211 in Ottawa took
place at UW/CO offices on September 19,
2008
Minister Madeleine Meilleur took this
opportunity to make an official
announcement about the Province’s
overall support for 211 in Ontario
Service Highlights
Top Reasons for Calling
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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?
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 2012
Francophone Centre of Excellence for Ontario
Public Awareness
Questions?