Project Charter
A. INTRODUCTION
WHAT IS 211?
211 is an easy to remember telephone number that connects people to a full range of non-emergency social, health and government services in their community. Twenty-four hours a day, seven days a week, trained information and referral (I&R) specialists answer 211 calls, assess the needs of each caller and link them to the best available information and services.
Underpinning the 211 service is a comprehensive, professionally maintained database of services and programs. The searchable 211 database is also available on the internet to assist service professionals and to serve those who prefer the convenience and self-help nature of 211 on-line.
Like 911, 211 will soon become firmly established as the first number to dial for non-emergency social, health and government services.
A BRIEF HISTORY
2-1-1 In the United States:
In 1997, under the leadership of its United Way, Atlanta Georgia became the first community to introduce a 2-1-1 service. Others quickly recognized the value of the initiative and plans were soon made to replicate the service in other communities. On July 21, 2000, the Federal Communications Commission assigned 2-1-1 for community information and referral purposes. As of March 2004, more than 83 million Americans in 25 states had access to 2-1-1. The goal of United Way of America is to ensure that 50 percent of the U.S. population has access by 2005. Congress recognized the importance of 2-1-1 by including it as an allowable use of funding in the bioterrorism preparedness legislation signed into law in June 2002. The Calling for 2-1-1 Act of 2003, introduced by Senators Elizabeth Dole and Hillary Rodham Clinton would authorize $200 million annually to assist state with implementing and sustaining 2-1-1 statewide.
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211 In Canada:
In response to an application by United Way Canada – Centraide Canada, InformCanada, United Way of Greater Toronto, and Community Information Toronto, in August 2001 the Canadian Radio-television and Telecommunications Commission assigned 211 as a toll free information and referral service about community, social, health and government services. In June 2002, Toronto became the first Canadian community to launch a 211 service. Currently, 211 working groups exist in the majority of provinces.
211 LEADERSHIP IN CANADA
United Ways-Centraides and the Information and Referral sector are leading the development of 211 in Canada. Under the leadership of United Way of Greater Toronto and Community Information Toronto, 211 Toronto has developed as a 211 centre of excellence, supporting the development of 211 across Canada. At the national level, this partnership is formally expressed in a memorandum of understanding between United Way of Canada-Centraide Canada [UWC-CC] and the Inform Canada Federation [ICF]. At local and provincial levels, similar relationships have been created between United Ways - Centraides and Information and Referral organizations. In many cases, the two primary partners have also forged relationships at the local or provincial levels with government and non-governmental partners to expand 211 services to communities across Canada.
B. 211 CANADA PROJECT CHARTER
Mission
The mission of 211 in Canada is to effectively connect people with the appropriate information and services, enhance Canada’s social infrastructure and enable people to fully engage in their communities.
Goals
• Provide an effective, easy-to-access mechanism for Canadians to navigate the community services network to achieve greater self-reliance.
• Compile and maintain a comprehensive, reliable, current information resource on community services.
• Establish 211 as the first point of contact for reliable community services information and referral.
• Enhance community planning through the availability of a comprehensive inventory of community services and high quality, timely information about service demand and use.
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Strategies
• Build the relationships and resources required to develop, implement, govern and sustain a high quality 211 initiative.
• Approach the development of 211 in Canada as an integrated system.
• Offer governments opportunities to enhance their collection, maintenance and management of community services data and its delivery to the public.
• Complement other human service systems designed to deal with various types of:
o Emergency (911, emergency preparation programs / disaster recovery, suicide lines);
o Volunteer opportunities; and
o Government information and service delivery systems, specialized information and referral lines (311, Canada on-line, health and seniors' lines).
• Ensure public education and effective marketing and promotion of 211.
Key Service Attributes
• 211 is a confidential, neutral, client-centered service.
• 211 strives to be accessible to all members of the community by reducing or eliminating barriers posed by language, location, physical impairment, social circumstance or other factors.
• 211 offers public access to information and referral about community services via three-digit dialing and the internet and may also encompass other I&R delivery methods such as printed directories and walk-in service.
• The three-digit 211 telephone service is provided free of charge.
• 211 phone access provides multi-lingual access.
• 211 seeks to provide seamless “24/7/365” phone service, that is it will be available 24 hours a day, 7 days a week throughout the year.
• 211 conforms to professional standards of information and referral as set out in the Minimum Standards for Operating a 211 Service in Canada, and is continually monitored to identify best practices and achieve quality assurance.
• Through an integrated structure, 211 strives to allow clients access to community services information and referral, both where they live and in other Canadian communities.
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Development Approach
• Wherever possible 211 services should be developed collaboratively by organizations whose primary mandate is I&R service and United Ways - Centraides, in collaboration with other community stakeholders.
• To the greatest extent possible, development of local 211 service capacity will respect the integrated and interdependent nature of the 211 system and plan for seamless incorporation into the broader community social and electronic infrastructure.
• Development of 211 will attempt to take advantage of opportunities to collaborate with other organizations for the efficient utilization of technology, space and other resources.
• 211 services may be delivered by community-based non-profit organizations, government, or third party providers under agreement with a non-profit or government. In all cases 211 services will:
o Meet national 211 standards;
o Be governed by a non-profit community board;
o Demonstrate a high degree of public trust;
o Demonstrate an ability to advocate for enquirers;
o Have a broad data collection capability; and
o Be able to leverage multiple funding sources and create cross-sector partnerships.
Key System Attributes
• Data used by the 211 system is collected in a manner that ensures the information provided to clients is comprehensive and locally relevant.
• 211 is a standards based system adhering to Canadian and international requirements respecting the collection, maintenance and management of data, and all aspects of the provision of client services. (see Inform Canada Federation's Minimum Standards for Operating a 211 Service in Canada).
• The 211 system will make use of common national database standards as they evolve, including a common Canadian classification system to index and retrieve information on services.
• 211 will:
o Make use of the most cost effective, reliable and scalable database and telephony technology;
o To the greatest extent possible, use shared technology platforms, compatible software and other systems to enable integration and drive efficiency;
o Ensure a high degree of efficiency by promoting economies of scale, as well as coordinated and flexible use of system resources; and
o Build in appropriate redundancy to ensure reliability under a variety of scenarios.
• Components of the 211 system will use a coordinated approach to marketing and communications, including common branding and marketing materials.
• 211 infrastructure (technology, facilities, etc.) will be developed and operated in coordinated and integrated ways that are scalable up to a provincial or inter-provincial level and that meet the national standards outlined in the 211 licensing agreement.
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Key Participants, Relationships and Structures
• At the national level, United Way Canada – Centraide Canada and the Inform Canada Federation are the primary proponents of the 211 initiative in Canada. The relationship between the two organizations and the role of each is set out in a Memorandum of Understanding (executed in May 2004).
• United Way of Canada - Centraide Canada and the Inform Canada Federation will each appoint people to the national governance body – the 211 Canada Steering Committee – to help guide development of 211. Among other responsibilities, the 211 Canada Steering Committee will be empowered to enter into agreements with potential 211 service providers. These agreements will cover such matters as:
o Service delivery and professional standards;
o Accreditation standards;
o Use of trademark protected brand and logos;
o Communications and marketing; and
o Other obligations to the 211 system.
• Significant funders and/or stakeholders from the public, private and voluntary sectors may be invited to participate in the 211 governance structure or in an advisory role.
• To assist the 211 Canada Steering Committee, an independent four person Review Panel has been established to review applicants as potential 211 service providers. Applications are assessed against criteria set out below and the Minimum Standards for Operation a 211 Service in Canada.
• As resources allow, a 211 National Project Office will be established to provide coordination and help promote and support the orderly development of the 211 system.
• A 211 National Implementation Committee provides representatives of United Ways-Centraides as well as existing 211 service providers, together with 211 IPGs with a forum for information sharing, mutual support and to facilitate smooth system integration and a high degree of collaboration. The 211 National Implementation Committee also includes representation from United Way of Canada - Centraide Canada, the Inform Canada Federation, and may involve other key stakeholders as appropriate.
• 211 Implementation Planning Groups (IPGs) will work to develop the partnerships and resources required to enable information and referral organizations to become 211 service providers. 211 IPGs may operate on a local, regional, provincial or inter-provincial basis, depending on the geographic and demographic characteristic of the area they seek to serve.
• 211 providers and 211 IPGs may contract with local Information and Referral providers and other organizations that will act as local data partners in the collection of local service records.
• At the local level Information and Referral providers and United Ways - Centraides will work to maintain and enhance relationships with each other and with other local partners and stakeholders.
• Many existing Information and Referral providers have funding relationships with United Ways - Centraides and/or municipalities at the local level. These organizations will be encouraged to maintain or enhance such relationships, as they become part of the 211 system, either as 211 call/contact centres or data partners.
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C. Implementing a 211 Service: Key Steps
Summary
This document was designed to provide 211 Implementation Planning Groups (IPG) and prospective 211 providers with guidance and information about the process for implementing 211 service and becoming part of the 211 delivery system. It identifies the main organizational and capacity development milestones, as well as the key elements of the 211 initiative and how they relate to one another. This document complements and should be used along with other components of the 211 Project Charter.
Local Development
The 211 initiative provides a unique opportunity to greatly expand and improve the public availability and accessibility of information and referral in Canada. Implementation of 211 will significantly change the way information is currently provided by community organizations and governments. The 211 initiative involves both implementation of 211 service at a local or regional level [note: regional may also entail provincial or inter-provincial] and integration of these services into a coordinated 211 system. This will demand an unprecedented level of co-operation and partnership development between organizations at these levels and significant leadership from the founding national partner organizations. The pace of 211 implementation will be dependent on local readiness – building the required local service delivery and organizational capacity. The following are the key steps for 211 IPGs and prospective 211 providers:
Stage 1: Early Development
• Existing Information and Referral organization and local United Way - Centraide, and other community partners decide to undertake 211 development.
• These two partners – local United Ways - Centraides and Information and Referral organizations [where established] – form local/regional nucleus of 211 IPG.
• The new IPG notifies the 211 Canada Steering Committee of their interest in the delivery of a 211 service within a designated area.
• 211 Canada Steering Committee will provide an information package (including vision for nation-wide 211 standards, status of other regional initiatives and referral to other planning groups within that province or territory).
• 211 IPG notifies other United Ways – Centraides and Information and Referral providers in neighbouring communities of the formation of the group, its intention to explore and pursue 211 service provision, and invites participation in the planning process.
• 211 IPG may undertake feasibility study to assess viability of proposed 211 service and provide data for business plan (which is a requirement of the Minimum Standards for Operating a 211Service in Canada).
• 211 IPG links with other IPGs and/or prospective 211 providers at a provincial and/or inter-provincial level to share information and have input to the 211 National Implementation Committee.
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Stage 2: Meeting National Standards and Partnership Development
• 211 IPG undertakes the steps needed to meet the Minimum Standards for Operating a 211 Service in Canada and to ensure their candidate 211 provider meets national standards as outlined in the information package provided by the 211 Canada Steering Committee.
• 211 IPG obtain endorsement for its candidate 211 provider from relevant municipal, regional or provincial governments for the area it intends to serve.
• 211 IPG provides quarterly email updates to 211 Canada Steering Committee on progress, and circulates these to United Ways – Centraides and Information and Referral providers in neighbouring communities
• 211 IPG may also approach local municipalities, foundations and other organizations to pursue funding, in-kind contributions or other forms of support.
• 211 IPG undertakes planning and other work required to integrate into the overall system.
Stage 3: Presentation to 211 Canada Steering Committee for Endorsement
• 211 IPG submits the required documentation substantiating that the candidate 211 service provider has achieved all standards in the Minimum Standards for Operating a 211Service in Canada, has applied for AIRS Accreditation to 211 Canada Steering Committee, and requests endorsement and permission to use the 211 trademark.
• The submission and request for endorsement will trigger a review of the documentation and readiness of the candidate provider by the 211 Standards Review and Licensing Panel, which will report its findings to the 211 Canada Steering Committee. The 211 Standards Review and Licensing Panel will also recommend to 211 Canada Steering Committee whether the candidate provider be approved, rejected or conditionally approved.
• If approved, 211 Canada Steering Committee will provide formal endorsement of the candidate 211 service provider. In some cases this approval will be conditional upon subsequent attainment of AIRS Accreditation.
• Upon endorsing a candidate 211 provider, 211 Canada Steering Committee will recommend to United Way of Canada - Centraide Canada that it enter into a 211 Licensing Agreement with the 211 service provider.
• Following endorsement of a candidate 211 service provider, the 211 Canada Steering Committee will notify the Canadian Radio-television and Telecommunications Commission and other telecommunications companies of its endorsement of the provider, indicating when the service will be launched and describing the catchment area to be served.
• The endorsed 211 provider contacts telecommunications companies serving their area, providing proof of endorsement and requesting switching to facilitate 211 in service area (must give 12 weeks notice).
• The endorsed 211 provider informs provincial or territorial 211 IPGs of its status and continues the work required to integrate into the overall system.
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Stage 4: Launching 211
• 211 IPG develops comprehensive staged marketing and communications plan for the launch of 211 service.
• Work is completed with existing components of the 211 system to ensure smooth and seamless integration of the new 211 service provider into the overall system.
• 211 service provider ‘soft launches’ 211 service during which various systems and procedures are tested, de-bugged and refined.
• 211 service is publicly launched in concert with rollout of the marketing and communication plan.
• 211 provider notifies 211 Canada Steering Committee of results of AIRS Accreditation process once completed (approximately 18 months after applying). Continued trademark use is conditional on accreditation being achieved and maintained along with a plan to sustain.
National Partners
As the two founding national partners, United Way of Canada-Centraide Canada and the Inform Canada Federation will provide ongoing leadership and overall coordination for the 211 initiative. The two partners are committed to ensuring Canada’s 211 system provides uniformly high-quality service throughout the country. As such, United Way of Canada-Centraide Canada and the Inform Canada Federation have accepted overall responsibility for ensuring consistent service and professional standards are met and maintained by all elements of the 211 system. The two organizations have jointly created key governing structures and approval procedures to assist in the development and implementation of 211. These are designed to nurture 211 development and respond to 211 IPGs and prospective 211 providers as they undertake the steps required to implement 211 service and integrate into the emerging 211 system. The following outlines reciprocal steps that will occur at the national level as IPGs and prospective 211 providers pursue 211 implementation:
Stage 1: Early Development
• As requested 211 Canada Steering Committee provides the 211 IPG with an information package including, national standards, process to implement 211, and other requirements.
Stage 2: Meeting National Standards
• 211 Canada Steering Committee receives local updates, monitors progress.
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Stage 3: Presentation to 211 Canada Steering Committee for Endorsement
• 211 Canada Steering Committee receives an endorsement request from a local 211 IPG, including documentation of compliance with national standards, application for AIRS Accreditation and local endorsement by municipality.
• 211 Canada Steering Committee notifies the 211 Standards Review and Licensing Panel of the endorsement request and asks the Panel to undertake the necessary candidate and document review.
• 211 Canada Steering Committee receives a report prepared by the 211 Standards Review and Licensing Panel recommending endorsement of the candidate 211 provider be approved, declined, or approved conditionally.
• 211 Canada Steering Committee determines whether to endorse the candidate 211 provider, taking into consideration the report and recommendation prepared by the 211 Standards Review and Licensing Panel in terms of compliance with national standards, collaboration with any existing provincial 211 efforts, and other regional planning.
• If the candidate provider is endorsed, 211 Canada Steering Committee notifies United Way of Canada - Centraide Canada of its endorsement and request that United Way of Canada - Centraide Canada enter into a Licensing Agreement with the endorsed 211 provider, the 211 IPG, or a local trustee organization that is a party to a Service Level Agreement with the provider.
• 211 Canada Steering Committee informs the Canadian Radio-television and Telecommunications Commission and telcos of a local group's status as an endorsed 211 provider, indicates when the service will be launched and describes the catchment area to be served.
*When funding permits, a 211 National Project Office will be established to service the work of the 211 Canada Steering Committee; currently this is undertaken by United Way of Canada-Centraide Canada.
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Definitions
National Partners: Development of 211 in Canada is being led by United Ways-Centraides and the Information and Referral sector. This partnership is formally expressed in a memorandum of understanding between United Way of Canada-Centraide Canada and the Inform Canada Federation.
Local 211 provider: An incorporated community-based non-profit organization, government, or third party provider under agreement with a non-profit, government or third party, which provides local, regional or provincial 211 service (in some areas, there may be no appropriate Information and Referral agency, or there may be several that are interested in becoming the 211 provider).
Local partners: A collaborative body comprised of local United Way-Centraide(s), Information and Referral organizations, and other non-profit, public and private sector stakeholders involved in the planning for implement of 211.
Local 211 Implementation Planning Group (IPG): A local, regional or provincial planning group formed to pursue implementation of 211 service in a particular service area (could include Information and Referral provider, local United Way - Centraide, relevant municipality, interested non profits, for-profit organizations, libraries, etc.).
211 Standards Review and Licensing Panel: Is a working committee appointed jointly by United Way of Canada - Centraide Canada and InformCanada to undertake a formal review on behalf of the 211 Canada Steering Committee of the documents submitted by a 211 IPG and/or a candidate 211 service provider. The Panel may also conduct site visits and/or meet with representatives of the 211 IPG or the candidate 211 service provider in the course of assessing the merits of an application to become a 211 service provider.
211 Canada Steering Committee (CSC): Made up of equal representation from the two national partners (United Way of Canada-Centraide Canada and the Inform Canada Federation) the 211 Canada Steering Committee will provide leadership to development and implementation of 211 across the country. It will be empowered to enter into licensing agreements with potential 211 service providers covering:
o Service delivery and professional standards;
o Accreditation standards;
o Communications;
o Use of trademark protected brand and logos; and
o Other obligations to the 211 system.
211 National Implementation Committee (NIC): A body to provide representatives from existing 211 service providers and 211 IPGs with a forum for information sharing, mutual support and to facilitate smooth system integration and a high degree of collaboration. The 211 NIC will also include representation from United Way of Canada - Centraide Canada, InformCanada, and select individuals working on provincial 211 system development.
211 Licensing Agreement: An agreement negotiated between a 211 provider and the 211Canada Steering Committee to ensure the provider offers service at acceptable national standards and collaborates with other 211 providers at provincial and national levels. This agreement also enables the 211 provider to use the 211 brand (trademark, logo, name, tagline, graphics).
Service Level Agreement: A local agreement between a 211 service provider or a 211 IPG and a local trustee like a local United Way - Centraide that details the various day-to-day performance benchmarks, reporting requirements and other key features of the 211 service.
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D. 211 GOVERNANCE & COORDINATION
Summary
To coordinate the implementation of 211, the two national organizations leading 211 development in Canada – United Way of Canada of Canada - Centraide Canada and the Inform Canada Federation have formed two committees – the 211Canada Steering Committee and the 211 National Implementation Committee. In addition, the two national partners will be jointly responsible for establishing a 211 Standards Review and Licensing Panel for the purpose of assessing applications from local 211 Implementation Planning Groups and prospective 211 providers. United Way of Canada – Centraide Canada holds the rights to the 211 trademark in Canada. All 211 providers must obtain formal endorsement of the 211 Canada Steering Committee and enter into a licensing agreement with United Way of Canada - Centraide Canada. This document describes the role and composition of the two committees and the responsibilities of the 211 Standards Review and Licensing Panel. It’s anticipated that additional 211 organizational structures [ie, IPGs and the NIC] will be created at the local, regional and provincial levels to facilitate rollout and deal with operational issues.
A. 211 Canada Steering Committee
Accountability
• Members of 211 Canada Steering Committee shall be appointed by the two founding partners – United Way of Canada – Centraide Canada and InformCanada.
• All Members serve at the pleasure of the organization that appointed them.
Composition
• 211 Canada Steering Committee will be comprised of seven people.
• Initially United Way of Canada - Centraide Canada will appoint three people, the Inform Canada Federation will appoint three people, and United Way of Canada - Centraide Canada and Inform Canada Federation will jointly appoint a seventh person.
• Initial terms of office will be jointly determined by United Way of Canada - Centraide Canada and Inform Canada Federation to ensure three appointees serve a one-year term, and four appointees serve a two-year term.
• Thereafter, as terms of office are completed United Way of Canada - Centraide Canada and Inform Canada Federation will each be responsible for appointing or reappointing people to replace the members they each previously appointed, and will jointly appoint or reappoint replacement of any member they previously appointed jointly.
• Terms of office start on January first and end on December thirty-first.
• Members may be reappointed for a maximum of two consecutive two-year terms.
• Members will select from among themselves on an annual basis individuals to perform the functions of Chair, Vice-Chair and Secretary.
• If a member resigns or is otherwise unable to continue to serve, 211 Canada Steering Committee will notify both United Way of Canada - Centraide Canada and the Inform Canada Federation and request that the vacancy be filled.
• A majority of members constitutes a quorum.
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Terms of Reference
• 211 Canada Steering Committee will provide the Canadian 211 initiative with strategic guidance and effective governance in a manner consistent with the vision articulated in the 211 Project Charter and will serve as dynamic pubic champions for the overall initiative.
• In concert with United Way of Canada - Centraide Canada and the Inform Canada Federation, the 211 Canada Steering Committee will provide the 211 initiative with leadership in terms of resource development, advocacy, marketing, service standards, implementation, technology issues and system integration.
• 211 Canada Steering Committee is also responsible for identifying potential risks to the 211 initiative and strategies for nullifying or minimizing the potential negative impacts of various risks.
• 211 Canada Steering Committee shall assess the merits of new service delivery methods, opportunities or products and will provide United Way of Canada - Centraide Canada and Inform Canada Federation with reports respecting the applicability or value of these to the 211 system.
• 211 Canada Steering Committee will receive recommendations from a 211 Standards Review and Licensing Panel created to evaluate applications from potential 211 provides.
• In the case of a negative recommendation by a 211 Standards Review and Licensing Panel, the 211 Canada Steering Committee will notify the applicant of the Panel’s recommendation and invite the applicant to present reasons why their application should be reconsidered.
• 211 Canada Steering Committee will be empowered to endorse 211 providers on the recommendation of the 211 Standards Review and Licensing Panel, and recommend to United Way of Canada - Centraide Canada that it proceed to enter into a licensing agreement with an endorsed provider organization for use of the 211 brand, logo and other trademark protected items and materials.
• As resources allow, 211 Canada Steering Committee may establish and oversee a 211 National Project Office with an appropriate complement of staff, or may enter into service contracts, in order to effectively pursue and fulfill its mandate.
• 211 Canada Steering Committee will be responsible for building relationships to further the goals of the 211 initiative, including with federal government departments, the Federation of Canadian Municipalities, the Canadian Library Association, other potential public or private supporters, voluntary sector or other partners.
• 211 Canada Steering Committee will publish an annual status and activity report on the 211 initiative; this report may also make recommendations to the founding partners about how best to advance or sustain the overall 211 initiative.
• 211 Canada Steering Committee will meet quarterly by conference call, or more frequently as required.
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B. 211 National Implementation Committee
Accountability
• United Way of Canada - Centraide Canada and the Inform Canada Federation will be responsible for identifying potential 211 National Implementation Committee members and will collaboratively invite people to participate as members on it.
• Working in collaboration, United Way of Canada - Centraide Canada and the Inform Canada Federation will be responsible for chairing and basic secretariat functions and may at their discretion delegate these roles to particular Committee members.
Composition
• One person appointed by United Way of Canada - Centraide Canada.
• One person appointed by the Inform Canada Federation.
• One person from each provincial or inter-provincial 211 implementation planning body will be invited to participate.
• One person from an operational 211 service provider will be invited to participate.
• One person from the 211 Canada Steering Committee may be invited to participate to ensure communication between the two groups.
• One person from the proposed 211 National Project Office will be invited to participate once it is operational.
• United Way of Canada - Centraide Canada and the Inform Canada Federation may also jointly invite other participants as required.
Terms of Reference
• Provide a forum for information sharing, learning and discussion about the 211 Initiative and rollout of the 211 system in Canada.
• Ensure effective communication between organizations planning on becoming 211 service providers and the network of organizations already delivering 211 service.
• As requested or of it own volition, 211 National Implementation Committee may provide advice or recommendations to the 211 Canada Steering Committee on matters related to project implementation, service standards, system coordination, technology utilization and other operational issues.
• 211 National Implementation Committee will ensure effective two-way communication on issues such as those listed above with prospective 211 providers in their province or inter-provincial catchment area, as well as other provincial, inter-provincial or local partners, as required.
• In collaboration with United Way of Canada - Centraide Canada and the Inform Canada Federation, 211 National Implementation Committee will assist in building awareness and promoting support for the 211 initiative and brand.
• 211 National Implementation Committee will meet bi-monthly by conference call.
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C. 211 Standards Review and Licensing Panel
The Standards Review and Licensing Panel is a working committee, appointed jointly by United Way of Canada - Centraide Canada and the Inform Canada Federation, to undertake a formal review on behalf of the 211 Canada Steering Committee of the documents submitted by a 211 IPG and/or a candidate 211 service provider.
• The Panel may also conduct site visits and/or meet with representatives of the 211 IPG or the candidate 211 service provider in the course of assessing the merits of an application to become a 211 service provider.
• The Panel will prepare a report for the 211 Canada Steering Committee and United Way of Canada - Centraide Canada following its review recommending endorsement of the candidate 211 provider be approved, declined or approved conditionally.
Appendix One:
Minimum Standards for Operating a 211 Service in Canada
Operational Effectiveness
1) Service provider has either achieved AIRS Accreditation1 or has formally applied for accreditation and is undertaking the time-limited accreditation process. (The five areas of AIRS standards are Service Delivery, Resource Database, Reports and Measures, Cooperative Relationships, and Organizational Requirements.)
Organization and Governance
2) The organization is an incorporated non-profit or registered charitable organization; or a service delivered by government or designated agent of government.
3) Governance model with formal and clear community representation that includes community accountability.
4) Formal approval from appropriate level of government.
Telecommunications Network Implementation
5) Formal working relationship that meets 211 national guidelines with wireline and wireless telecommunications service providers.2
Service Standards
6) Hours of operation to consist of a minimum of 70 hours a week, either independently or through networked “rollover” to an accredited 211 service provider.
7) Commitment to service provision 24 hours per day, 7 days per week.
8) Automatic call distribution (ACD) capability with means of tracking, at minimum, the call volume, number of abandoned calls, average speed of answering and average call length.
9) Uses automated call tracking system to generate reports on nature of calls and their disposition.
10) 211 calls are answered by I&R Specialists who are InformCanada/AIRS Certified Information and Referral Specialists (CIRS)3 or are qualifying for certification. Once attained, certification will be maintained.
11) I&R Specialists are capable of handling crisis calls if and when they occur.
12) Multilingual access on-site or through interpretation/translation services based on local community need, which includes interpretation service contract with recognized provider.
13) Barrier-free access to services for individuals and groups who have special needs, e.g. TDD/TTY access for people with hearing impairments and physical access for people with disabilities.
14) Database editors are InformCanada/AIRS Certified Resource Specialists (CRS), or are qualifying for certification. Once attained, certification will be maintained.
15) Comprehensive, current and accurate computerized database of human services with a standard service classification system.
16) System for proactively maintaining and updating the database. Community Involvement
17) Protocol with 911 to address emergency service calls.
18) Cooperative relationships with specialized information and referral organizations, crisis centres, other specialized telephone-based human services and local community service providers.
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Participation in 211 Canada Initiative
19) Active participation in the development of a coordinated model for 211 in Canada, which is based on information sharing and the vision of an integrated national I&R system.
20) Coordinates common evaluation reports with other 211 services in Canada.
21) Coordinator of data services consistent with AIRS/InformCanada Accreditation.
22) Participates in development and maintenance of 211 database and technology.
Sustainability
23) Formal and comprehensive 211 business plan, which addresses all the above requirements and outlines established evaluation measurements and service benchmarks, staffing models, funding details and sustainability issues, together with an operational budget.4
Public Education and Awareness
24) Public promotion and outreach plan to educate the public on 211, both during the service launch and on an on-going basis.
Adopted by InformCanada Federation, May 2, 2004
1 See www.airs.ca, Standards for Professional Information and Referral. Requirements for AIRS Accreditation and Operating 2-1-1 Systems. October 2002
2 See www.211.ca, Toronto 211 Telecommunications Implementation. Consensus of the Toronto 211 Ad Hoc Telecommunications Group. Feb. 11, 2002 or updates.
3 See InformCanada/AIRS Certification Program
4 Business Plan content outline and established service benchmarks available on request to InformCanada.
Appendix Two:
Graphic Standards
See attached PDF – 211 Graphic Standards  .
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