
211: A Public Utility
We want 211 to be fully leveraged by governments, by social service and health agencies, and by Ontario’s residents, and we will continue to improve the way we deliver 211 data back to communities to aid in research, planning and investment decisions.
A Year of Innovation
Improving our online experience was the theme last year.
Impact of Our Work
The numbers tell the story of who calls 211, what they are looking for and how we helped them.
Better Together
Dozens of partnerships at the local and provincial level are improving access to services.
Where to From Here?
211 aspires to be the primary source of information on human services in Ontario.
A Year of Innovation
They say that change is the only constant in life, and that is especially true at 211. 211 in Ontario is constantly challenged to evolve and work differently to meet the demands of its users.

Karen Miligan
Executive Director
“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.”
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.
Read the full year in review
Impact of Our Work
211’s impact is demonstrated in the number of connections to resources made every day through our phone service, through our online channels, and through our many community and provincial partnerships. The numbers tell the story of who calls 211, what they are looking for, and how we helped them. They also tell the story of improvements in people’s well-being as a result of being connected to services, and to their communities.
Caller Demographics
74
%of callers are adults
11
%of older callers are adults
15
%age is unknown
64
%of callers are female
69
%
of callers feel getting help from a program or service improved their health
Caller Outcomes
253,522
referrals made to community and social services
88
%of callers felt they were better prepared
69
%of callers feel getting help from a program or service improved their health
253,522
referrals made to community
and social services
Legal, Consumer & Public Safety
35,522
Health Care
29,857
Individual, Family & Community Support
27,314
Income Support / Assistance
26,473
Housing
20,441
Information Services
20,037
Mental Health / Addictions
12,353
Food / Meals
11,397
Government / Economic Services
11,299
Utility Assistance
8,428
Transportation
6,710
Arts, Culture & Recreation
4,267
Education
3,667
Clothing / Personal / Household Needs
3,623
Employment
2,871
Volunteers / Donations
2,765
Disaster Services
1,025
Why people called 211 in Ontario
64
%
of callers are female
253,522
referrals made to community
and social services
Legal, Consumer & Public Safety
35,522
Health Care
29,857
Individual, Family & Community Support
27,314
Income Support / Assistance
26,473
Housing
20,441
Information Services
20,037
Mental Health / Addictions
12,353
Food / Meals
11,397
Government / Economic Services
11,299
Utility Assistance
8,428
Transportation
6,710
Arts, Culture & Recreation
4,267
Education
3,667
Clothing / Personal / Household Needs
3,623
Employment
2,871
Volunteers / Donations
2,765
Disaster Services
1,025
Why people called 211 in Ontario
64
%
of callers are female
Caller Satisfaction
364,621
calls made to 211 in 2016
84
%of callers were satisfied with 211
88
%of callers followed up with the referral 211 provided
211 Online
508,558
website sessions
social media impressions
30,872
agency records
1
Food Programs
2
Income Support
3
Child & Family Services
4
Newcomer Supports
5
Community Programs
6
Mental Health
7
Older Adults
8
Health
9
Housing
10
Employment & Training
Top 10 Topics Searched Online
Number of Programs and Services Maintained in the 211 Database
30,872
agency records
42,021
sites delivered to
59,880
services listed
58,000
records updated in 2016
211 Online
508,558
website sessions
social media impressions
42,021
agency records
1
Food Programs
2
Income Support
3
Child & Family Services
4
Newcomer Supports
5
Community Programs
6
Mental Health
7
Older Adults
8
Health
9
Housing
10
Employment & Training
Top 10 Topics Searched Online
Number of Programs and Services Maintained in the 211 Database
42,021
agency records
59,880
sites delivered to
58,000
services listed
508,558
records updated in 2016
Better Together
211 continues to be powered by partnerships – delivering value to the system by providing an easy front door to services, and enabling the sharing of 211’s resource data for specialized portals and directories. There are dozens of initiatives at a local and provincial level that leverage 211’s information and referral expertise, or comprehensive resource data. And our integrated 21 service delivery system is stronger because it leverages the capacity and knowledge of professionals across the province. Collaboration is part of our DNA…read on to learn about how we are Better Together.
Provincial Partnerships
Last year, we continued to develop and pursue provincial partnerships that leverage 211 infrastructure and staff expertise. We began answering the first call to the Good2Talk service, improving the access to counselling and information and referral service for post-secondary students in Ontario. We also continued our work with Green Shield Canada on Opening Doors to Better Health – an initiative that allows us to work with our 211 National Service Partners to ensure that we can connect people who are uninsured or underinsured to the health and social services they need to stay well.
We continued to partner with Ontario College of Family Physicians and Centre for Effective Practice on an electronic Poverty Screening Tool, and received funding from the provincial Poverty Reduction Fund to pull 211 resource data about social and community supports into the tool for physicians based on patient’s location. We also began answering a reporting line for neglect and abuse of adults with developmental disabilities, providing general information on supports in the community where appropriate, and documenting any reports requiring investigation to officials. Learn more about our provincial partnerships and how they are improving access, creating efficiencies and improving outcomes.
“Ontario 211 system has been an invaluable partner in helping the ministry deliver on several ministry initiatives, including the ReportON service. The Team at ON211 is professional, reliable and diligent in delivering on its commitments.”
The Honourable Dr. Helena Jaczek
Minister of Community and Social Services
Regional Partnerships
Our 211 Regional Service Partners (our six Ontario contact centres: Collingwood, Ottawa, St. Catharines, Thunder Bay, Toronto and Windsor) which are pinned on the map, have been actively establishing partnerships in local communities and counties this year. From a Racism Reporting Line, to after-hours support for Child Welfare Issues, to referral programs with paramedics and physicians, to using 211 as a front door for youth homelessness, 211 is becoming known more and more as an effective partner on initiatives that address community well-being. See the stories below for more information.
Where to from Here
While there is still much work ahead to solidify the role of 211 within the social infrastructure in Ontario, and in Canada, I am encouraged by the ability of this 211 system to take on each new system or partnership with enthusiasm and professionalism. I believe we are nearing a tipping point for 211 in terms of its awareness and use across Ontario, and more importantly, closer to being able to demonstrate very concretely the impact of 211 on the well-being of people and communities.

Jim Alexander
President
“We are grateful to our funders – Ontario’s Ministry of Community and Social Services, United Ways in Ontario, Green Shield Canada, and many Ontario municipalities – for their commitment to supporting more than half a million connections to resources last year.”
We are grateful to our funders – Ontario’s Ministry of Community and Social Services, United Ways in Ontario, Green Shield Canada, and many Ontario municipalities – for their commitment to supporting more than half a million connections to resources last year.
The Board is also committed to further integration of the 211 system in Ontario to improve quality and deliver maximum value. We want 211 to be fully leveraged by governments, by agencies, and by residents, and will continue to improve the way we deliver 211 data back to communities to aid in research, planning and investment decisions.
After a few years of building system infrastructure and supporting integration, the 211 system is better positioned to provide support to a changing health and social services sector in Ontario. We will continue to partner with private sector organizations, such as Green Shield Canada, to build 211’s capacity to improve outcomes for vulnerable people. We will continue to work with municipalities to support their local efforts to meet community needs. And we will continue to partner with provincial government to leverage 211 as a solution for priority issues, such as poverty, homelessness, settlement, human trafficking, social isolation and more.
Thank you to the dedicated professionals who have worked incredibly hard over the last number of years to help 211 get to this point in our evolution. Our Board is grateful for the contributions of staff at our Regional Service Partners, Data Partners, local United Way organizations, municipalities, and our community partners.
Thank you to the staff at Ontario 211 Services – they are a small but mighty team, and are dedicated to building a strong system for those who want help. And finally, thank you to my fellow Board members for the countless hours of time you contribute to guiding and governing the 211 system.
We hope that you will join us in the next leg of our 211 journey…Help Starts Here!
Read more about where we are going
Financial Highlights
While there are many sources of support for the 211 service across the province, the numbers below represent the sources of revenue and associated expenses for Ontario 211 Services. Revenue and expenses increased by approximately $0.5M over the previous year due to several important projects funded by MCSS, Green Shield Canada, Good2Talk and local United Ways. Pure administration costs represent less than 4% of total expenses, while more than 90% of our budget is allocated to direct service delivery or associated program and infrastructure investments.
Revenue
$5,335,983
- Ministry of Community and Social Services 79.91%
- Green Shield Canada Foundation 8.56%
- United Way 5.43%
- Good2Talk 4.41%
- Region of Peel 0.82%
- Development Services Ontario 0.81%
- Amortization of deferred contributions 0.03%
Expenses
$5,329,852
- Service Delivery 70.26%
- Consulting 11.05%
- Salaries & Management Services 9.96%
- Marketing & Communications 3.66%
- Administrative 3.34%
- Non Recoverable HST 0.89%
- Governance & System Development 0.81%
- Amortization of Capital Assets 0.03%
NOTE: EXTRACTED FROM AUDITED STATEMENTS. COPIES OF AUDITED STATEMENTS ARE AVAILABLE FROM THE EXECUTIVE DIRECTOR UPON REQUEST.
Learn More About 211

Contributors to Ontario 211 Services
Ontario 211 Services receives financial support from municipal and provincial governments, from local United Way organizations, and from private sector funders.

Regional Snapshots
These snapshots provide a glimpse of the local partnerships, the number of calls to 211 and type of help residents are looking for, broken down into our 211 service regions.

Partners
211 Ontario has partnered with several organizations to improve access to community and social services across Ontario.

Board of Directors
Learn more about our board of directors who volunteer their time to provide strategic direction and oversight to Ontario 211 Services.