Video Transcript

September 19, 2008

Expanding 211 Service to Ottawa

Video Draft Version 2.0

Information and Referral Specialist:

Usually I’d get a call and once I get a call I use my program search here in order to find the appropriate service. I’m going to give you an example. Let’s say I got a call from a parent who’s looking for a program — a day program for their daughter, an adult daughter, who’s living with a developmental disability. So, automatically I would send them to Service Coordination. They’re basically the one who will refer them to day programs – and any individual or family with a developmental disability will need.

Slide:

The Ontario government has invested more than $13 million over four years to make 211 available province-wide by 2011.

Madeleine Meilleur, Minister of Community and Social Services:

211 is a public information system. I would explain it to the public as a call centre for human services. So, if someone needs information about a program… a provincial, government program, or municipal government or community program – that’s the place that they should call:

2-1-1 or go on the website,

Slide:

211 has recently expanded to Ottawa. This service already exists in many Ontario communities.

Marie-Andrée Carrière, Executive Director, Community and Information Centre of Ottawa:

211 has the ability to respond to callers in over 152 languages by using a service by Tele-interpreters. So, it’s a third party that would join into the conversation, and will be able to communicate with the person in their language of choice.

Peter Spadoni, Communications Planner, Ministry of Community and Social Services:

What about Aboriginal languages?

Marie-Andrée Carrière:

Those are also covered.

Slide:

With the help of community partners such as the United Way, 211 has helped make the delivery of community and social services more efficient.

Michael Allen, President and CEO of United Way/Centraide Ottawa:

One of the great advantages, I think, of 211, is that we’ll have real feedback from people who are using or seeking service. It really gives some tremendous insights over time, about where the gaps in services are. Where the opportunities are for services that are doing well, to get positive feedback; from organizations that aren’t doing so well to improve; and more, and probably most importantly, to discover where there are gaps in service for people.

Slide:

A recent survey conducted by the United Way reported nearly 100 per cent customer satisfaction with 211 services in communities where it currently exists.

Minister Madeleine Meilleur:

It’s important for the government because we want to make sure that Ontarians have the services and know where to find the services that are already available. So, by investing with our community partners, with the municipalities, and partners like United Way, we will be able to render that service that is so much needed in the community.

Slide:

For more information, please visit or dial 2-1-1.