FAQ About 211

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 the community. Twenty-four hours a day, seven days a week, Certified Information and Referral Specialists answer 211 calls, assess the needs of each caller, and link them to the best available information and services.

Why use 211?

Over the past few decades, the number of health and social service organizations has mushroomed, over and above what is provided by governments. Lack of services is often not the problem, it is knowing what services exist, which are best suited to the situation, and how to access them.

Whether you are a senior seeking home care, a victim of violence needing help, a recent immigrant seeking language training or a single parent facing eviction, 211 can help by pointing you in the right direction.

Why 211 works

Single access point. 211 provides a single access point to a community’s full range of social, health, and government services, reducing confusion and frustration for the caller.

Targeted help. 211 Information and Referral Specialists are trained to seek out necessary information, assess the situation, and find the organization and service that is best suited to provide help.

A personal touch. 211 lets people talk to people. Callers can explain their situation in their own words and get the help they need on their own terms.

Around the clock access. 211 is available 24 hours a day, seven days a week because often we need help outside of usual office hours.

Confidential. 211 offers a non-judgmental environment and provides confidential access to information

Free. 211 is accessible at no cost to callers.

Who benefits from 211?

People of all ages, backgrounds and needs benefit from 211. Callers can get help with day-to-day needs as well as in coping with distressful situations before they escalate into crisis. 211 call examples:

  • A son seeking transportation for his aging parents
  • A laid-off employee wanting to find out about employment insurance
  • A teenager attempting to deal with school or social issues
  • Someone looking to volunteer to help with children’s literacy
  • A family searching for child-care services in their community
  • A concerned neighbor trying to help a friend in an abusive situation
  • A single parent facing eviction who doesn’t know where to turn for help
  • A mom asking how to enroll her daughter into soccer
  • A recent immigrant seeking assistance with language programs
  • A homeless person seeking a place to get out of the cold
  • A senior citizen looking for transportation to appointments
  • Someone looking to donate time, goods, and/or money.

Service organizations benefit from 211 because it links their services with people who need them.

Volunteers benefit from 211 because it connects people who want to help the community with opportunities to donate time and/or goods or money.

Society benefits from 211 as it creates an integrated social infrastructure that supports people in times of personal difficulty and community crises. This integrated system can also provide a clearer picture of community needs across the country.

Who answers the calls?

Each 211 call center must submit to a rigorous, multi-year accreditation process.

Certified Information and Referral Specialists are your direct point of access on all 211 calls. They have training in information referral, crisis intervention and have access to information on hundreds of services in the community.

How is 211 different from 311, 411 or 911?

211 is an easy to remember telephone number that connects people to a full range of non-emergency social, health, and government services in the community. 311 provides access to City of Edmonton’s municipal information, programs and services. 411 is access to telephone directory listings. 911 is an emergency number only for medical, fire, and police emergencies.

Who can access 211?

Citizens living in the City of Edmonton, Strathcona County, Leduc County or Parkland County can reach The Support Network’s 211 service. Outside of those areas people can call 780-482-4636 to reach 211.

Who are the partners in Edmonton and what are their roles?

211 in Edmonton is a joint initiative of The Support Network, the City of Edmonton, the Government of Alberta, and the United Way of the Alberta Capital Region. The Support Network is the organization that is accredited to deliver the 211 service. As a Crisis and Information Centre, The Support Network has delivered this type of service for over 40 years. The City of Edmonton, the Government of Alberta, and United Way of the Alberta Capital Region were instrumental in making 211 happen in our region, providing support and funding to attain endorsement by the City of Edmonton in 2004.

Last updated: August 11, 2009