Collaborating for the Public Good

Some of the external trends that influenced our work last year included the ever-increasing demand for programs and services that address individual health and community well being, and the growing desire for collaboration between governments, health and social service agencies and community support organizations towards similar goals. From ending youth homelessness, to addressing the need for mental health and addiction support, to helping people with intellectual disabilities and isolated seniors continue to live independently, collaboration across systems is imperative in order to better serve those who might otherwise fall through the cracks.

Innovation was the major theme of our work last year. Our new web portal was launched in February of 2017, and made use of cutting-edge technologies for improving the search experience for users. The same technology was leveraged to improve the ways that 211’s resource data can be shared for public good initiatives through an API. And our integrated phone platform was leveraged to create service delivery efficiencies for 211. Instead of building new infrastructure our partners can leverage these technologies for specialized services.

The 211 system in Ontario continued to innovate service delivery across multiple sectors, becoming the front door to specialized services such as an abuse and neglect reporting line, a student mental health and addictions helpline, a racism reporting line, and a helpline for developmental services. In addition, we engaged experts from across the country to examine ways to leverage 211 needs data for social benefit.

The vision for 211 in Ontario has never been clearer – to connect people to services that improve their health and well-being, and to improve the social infrastructure by providing valuable data about human services to decision-makers. 211 has become a critical resource and strong partner for governments, agencies, first responders and primary care practitioners who work collectively to address some of our most challenging community issues.

Through all of the change and innovation, we are proud that our service levels have improved, and our callers continue to say they would call 211 again, and would refer it to a friend. From our Community Navigators, to our Data Editors, to our Outreach staff and leadership, there is a shared passion for helping people access the supports they need to thrive. There is also a keen understanding of the collaborative role that 211 plays in supporting communities, as demonstrated by our many successful partnerships across Ontario.

This report highlights some of the key activities and achievements of the 211 system in Ontario last year. It is a snapshot of the work performed every day across the province – one person at a time.