United Way

1
United Way

• 211 Project

2
Community Information Referral

• Some current issues
• Growing complexity (community, issues, etc.)
• mandate capacity of current providers doesnt
  include a sectoral or systemic perspective to IR
  
• Uneven levels of service across province
• Duplication/competition
• Inadequate funding for desired standards of
  service provision

3
Public Benefits of 211

• A highly visible number that is easy to remember
• Single point of access for information services
• Enhanced/personal/confidential service delivery
• Improved use of community resources
• Complements existing emergency services

4
Whats Happening in US?

• 23 of US population has access to 2-1-1.
• 1997 United Way of Metropolitan Atlanta pioneered
  the first 2-1-1 Call Center.
• 1999 United Way of Connecticut delivers first
  statewide 2-1-1 system.
• 2003 UWA secures commitment of Congress to
  introduce Calling for 2-1-1 legislation, to
  authorize significant 2-1-1 funding for
  implementation and sustainability.

5
Whos Making 211 Happen

• Greater Toronto live Nov 2001
• Winnipeg
• Ottawa
• Edmonton / Calgary
• Etc.

6
211 System Design Models

• Three generic models are emerging in the U.S.
• Single, centralized call centre service
• Centralized administration with service hubs
• Decentralized model, with formal collaboration

7
Bringing 211 to a Community

• Service Delivery
• Single current agency
• Single new agency
• Patchwork of current agencies
• Call Answer Infrastructure
• Switching
• Operating Platform

8
Looking Forward

• Feasibility study
• Select implementation model
• Develop business plan
• Endorsement of government
• Public awareness funding
• Meet CRTC 211 service standards

9
Implementation Roles for UW

• Facilitation/mediation
• Awareness builder through to advocate
• High profile connection to external community
• Fund-raiser
• Project governance advisor
• A combination of any above, or none

10
Choosing a Response The magnitude and
probability or a consequence or result will
determine the need for and degree of response.
Opportunity
Threat
Response Required
No Response Required
Response Required
11
Positive results of taking action

• Better service to the community (24/7, personal,
  confidential)
• 3 Digit access eliminates barriers
• Consistent standard of service
• Reduced nuisance calls to agencies
• Potential reduced cost
• Complements 911 service

12
Negative Effects

• Disruption to current agency services
• Potential negative publicity from public
  regarding funding for service
• Consequences of project failure
• Stretched resources
• Variation in community readiness
• Sustainability of funding

13
Possible Next Steps

• 1. Initiation Collaboration - Feasibility Study
  
• Decision on future involvement
• 2. Implementation Phase - involving all partners
• Decision on future involvement
• 3. Operationalization of Service Delivery