Transcript Document 7496419

BC 211 Initiative
Initiative Overview
Presented by:
What we will cover:
1. What is 211
2. Progress to date & current status
3. What next, and how does this
involve you?
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What is 211?
The 211 service is an integrated
telephone and web system of help for
information about community services.
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Distinct Yet Complementary
211 Community information & referral
311 Municipal gov’t services & police non-emergency
411 Directory assistance
511 Canada: reserved but not assigned. US: traffic
information
611 Telephone repair assistance
711 Message relay service
811 Non-urgent health care telephone triage services
(Canada). US: contractors & others to call before
conducting excavation activities.
911 Emergency services
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Who would call 211:
• A senior citizen wanting home care
support to live independently.
• A recent immigrant needing language
& employment training.
• A family searching for child care
services in their community or close to
work.
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Who would call 211:
• A concerned neighbour trying to help a
friend in an abusive relationship.
• A family trying to find services for their
son with a newly diagnosed illness.
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Canada’s 211 Initiative Goal
To ensure that one-third of Canadians in
at least five provinces have access to 211
by 2008, and to extend 211 to all
Canadians by 2011.
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The 211 Success Story
• 211 serves over 56% of the US population-169 million people—through 189 active
systems in 40 states (15 with 100%
coverage) plus Puerto Rico.
• 211 system serves 15% of the Canadian
population through centres in Toronto,
Edmonton, Calgary, Niagara and Simcoe.
• In 2006, Quebec City will commence service,
becoming the world’s first 211 centre
operating primarily in French.
• By the end of 2006, Canada’s first provincewide 211 service is expected to be up and
running in Nova Scotia.
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211 serves the public interest
1. Provides a cost-effective & efficient way for
people to navigate the complex maze of
human services agencies and programs.
2. Connects people seeking services or
volunteer opportunities with appropriate
community based organizations and
government agencies.
3. Supports prevention & fosters selfsufficiency by making services easier to
access.
4. Helps efficiently allocate resources by
identifying service gaps & emerging local
needs by collecting call data.
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U.S. Cost Benefit Study
• 211 would ultimately provide American
taxpayers up to $1.1 billion in net value
over the next 10 years.
• The benefits of 211 systems increase
over time, as new, innovative uses are
employed for the number.
University of Texas Ray Marshall Center for the Study of Human Resources for
United Way of America
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Canadian Cost-Benefit Study
• A Canadian 211 system would provide
significant savings for individuals,
government and other organizations,
with total benefits exceeding total costs
by a factor of more than two to one.
• A baseline scenario of 10 information
centres providing around the clock
service, found a net present value
(NPV) of $202 M.
Deloitte for United Way Canada
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BC Cost-Benefit Study
• A provincial 211 system in BC could
provide total benefits that outweighed
total costs by a factor of 2.4 to 1 and a
NPV of $38.9M over 10 years.
• The annual benefits, when the system
has reached capacity, are expected to
be $11.6M while ongoing costs to
operate the system are expected to be
$4.9M.
Deloitte for United Way of the Lower Mainland 12
Qualitative Benefits*
Individuals & Agencies
• Self Reliance
• Early Intervention
• Support for Homelessness
Initiatives
• Improved Staff Job Satisfaction
• Reinforce Social Safety Net
• Multi-language support
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*BC 211 Business Case - Deloitte
Qualitative Benefits*
Government
• Reduced Government 1-800 Lines
• Reduced Volume to Government 1800 Lines
• Reduced Calls to Politician Offices
• Improved Customer Service by
Government
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*BC 211 Business Case - Deloitte
Overall 211 will offer:
• Improved Service
• Improved Program Reach
• Proactive Service Provision
• Community Building
• Timely Information
• Alternative to 311 and 911
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Partnership Phase Project
BC 211 Initiative
Status Update
BC 211 Initiative
The goal of the BC 211 Initiative is
province–wide, free, and confidential,
access to information about nonemergency social, health, government
and community services through an
effective, efficient, and sustainable 211
service.
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BC 211 Objectives
• To connect British Columbians to
services
• To provide mechanism to navigate
services
• To compile and maintain information
• To establish 211 as the first point of
contact
• To achieve government's commitment
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BC 211 Objectives
• To promote value of social service
sector in BC
• To enhance community planning
• To create economies of scale around
administration in the delivery of
Information & Referral services in BC
• To meet the CRTC defined success
criteria
• To be fully integrated in North Americawide 211 service delivery system.
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Where BC 211 Development is at Today
1) INITIATION PHASE
• Awareness/education
• Partners come together
2) COLLABORATIVE PHASE
• Business Plan Development
3) PARTNERSHIP DEVELOPMENT &
IMPLEMENTATION PLANNING
PHASE
• Partnership agreements in place
• Select viable model & develop plan
for implementation
• Funding in place for implementation
4) OPERATIONAL PHASE
• Next phase plan approval
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BC211 - Phase Summary
December
2005
October
2006
January
2007
Collaborative
Phase
(Business Plan Dev.)
Partnership Development
& Implementation
Planning Phase
Informs
Implementation
Phase
Operational
Phase
Current Governance
(BC211 Steering Committee)
Go-Forward Governance
(BC211 Board Directors?)
How You Can Help
During the Partnership Development &
Implementation Planning Phase, you can
help by:
• Copy to change as required
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To Learn More
Contact Us
Links
Martin Addison
Vice President,
Organizational Planning &
Operations
Phone: (604) 268 - 1324
E-mail: [email protected]
The BC 211 Initiative:
Mary Prodanovic
Manager,
Organizational Projects
Phone: (604) 268 - 1311
E-mail: [email protected]
www.bc211.vcn.bc.ca
Canada: www.211.ca
America: www.211.org
(GOV’T CONTACT AS
NEEDED)
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BC 211
Questions and Feedback
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BC 211
Thank you
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