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211 is coming to Ottawa

What is it?

211 is an easy-to-remember, toll-free telephone number that connects callers, in the language of their choice, to the non-emergency social, health, and government services and programs that serve community. This free, confidential service links callers with high-skilled, bilingual information and referral specialists who are trained to direct them to the most appropriate service provider.  211 is available to everyone in our community. It is funded through a partnership that includes the provincial and federal governments, the City of Ottawa and United Way/Centraide Ottawa.

The Community Information Centre of Ottawa (CICO) is providing the multilingual 211 service. With access to a constantly updated database of more than 1,540 community organizations, the Centre’s information and referral specialists are able to provide detailed information about the programs and services available in the community, eligibility requirements and terms of service. This database will also be available online at www.211Ontario.ca.

Who benefits from 211?

• Community members - 211 supports people in times of personal difficulty and during non-life-threatening emergencies
• Service organizations - 211 efficiently links services with people in need and reduces time and effort in dealing with inquiries
• Volunteers - 211 connects people who want to help their community with opportunities to donate time or money
• Governments - 211 relieves pressure on other information services provided by governments and reduces duplication and overlap among help lines
• Planners - 211 creates real-time data on service use and community needs, helping them to identify service gaps and to plan for additional resources.

211s - working for the community

Studies in the United States and Canada demonstrate that 211’s benefits to the community, clients and governments far outweigh the costs. Research and experience from communities served by 211 show that this service:

• Ensures residents get help faster in times of need

• Allows human and social service organizations to be more productive and better anticipate the needs of their clients

• Helps governments provide service (e.g., 211 service complements 311 municipal service and reduces the number of non-emergency calls to the 911 service)

• Creates a powerful social policy and planning tool by consolidating information about the services that communities need

Who guides 211’s service?

The Community Information Centre of Ottawa (CICO) and the Distress Centre of Ottawa and Region (DCOR) partnered to bring 211 to the community. 211 is guided by a 211 Steering Committee made up of service providers and funders as well as a 211 Community Advisory Committee.

The 211 Steering Committee, consisting of representatives from United Way/Centraide Ottawa, City of Ottawa , Ministry of Community and Social services, as well as CICO and DCOR, provides guidance in the delivery of 211, and ensures a consistent approach for planning enhancements or changes to the service.

The 211 Community Advisory Committee is made up of community members-at-large, as well as members of the 211 Steering Committee. It ensures that the needs of the community are met by the 211 service and contributes to 211’s development and ongoing evaluation.

211Ontario

By 2011, everyone in Ontario should have access to 211. Eight regional call centres located across the province will be in operation by summer 2008 to serve our major population centres. From these regional centres, 211 will be gradually extended to smaller communities. In Ottawa , 211 is a key element of a provincial and national vision to enhance access to human and community services for all Canadians.

Dial 211 today

As of now, 211 is available Monday to Friday from 8:00 a.m. to 6:00 p.m. As part of its formal launch in late September, 211 will be available 70 hours a week, Monday through Sunday from 8:00 a.m. to 6:00 p.m. with plans to offer a 24/7 service in the near future. Call 211 today and one of our information and referral specialists will help you to find the services you need. 

For more information contact: Karen Milligan or Marie-Andrée Carrière

211 Partners:

211 Service Coordinator
5 days per week / Salary to be determined according to experience

Summary:

Reporting to the Executive Director the incumbent will be responsible for the day-to-day operations of the 211 service. 211 is a free confidential bilingual telephone service that provides mediated access to human and social services across the Ottawa Region and beyond. The Community Information Centre of Ottawa is a non-profit corporation supported by the United Way, the City of Ottawa, the Ontario Ministry of Community and Social Services and Citizenship and Immigration Canada. It has been providing community-based information and referral services in Ottawa since 1974. 211 Ottawa will be fully operational in September 2008.

Duties:

• Responsible for all aspects of 211 service delivery

• Recruits and trains call centre operators to support a 70/hour per week telephone referral service using modern digital call centre technology.

• Schedules staff to ensure appropriate levels of service at all times.

• Develops and implements a marketing and promotional strategy to publicize the 211 service

• Implements a quality control program to ensure that 211 Ottawa meets all relevant standards.

• Represents the organization at inter-agency meetings and acts as Executive Director in her absence.

• Works with funding agencies as required.

• Performs general administrative duties, and other tasks as required in a small self-contained office.

• Assists with funding requests and budget projections on request.

Qualifications:

• University Degree

• Knowledge and experience with call centre operations and/or information and referral services an asset.

• Supervisory experience

• Experience in a social service agency or non-profit setting an asset

• Fluency in both official languages essential

• Good interpersonal, communication and presentation skills

• Willingness to work flexible hours.

• Willingness to acquire appropriate certification from the Alliance of Information Referral Services (AIRS)

Salary and Benefits:

• Salary is to be negotiated (Salary rates and benefit program under review).

Availability of Position:

The 211 Coordinator will work 35 hours per week but will be available to work Monday through Sunday 8am to 6pm

Starting date September 1^st or t.b.a.

Send your resumé to Marie-Andrée Carrière, Executive Director by email at ma.carriere@cominfo-ottawa.org

Information and Referral Counsellor Part-time position
4 days per week / $14 per hour

The Community Information Centre of Ottawa is a non-profit community agency that offers Information and Referral services, which involves, directing clients to the appropriate service based on an assessment of needs. We also publish a variety of documents and the Directory of Ottawa Community Services. All of these services are provided by using a computerized database of community services which has been created and maintained by the CIC. We are working towards the official launch of a 3 digit telephone service, 2-1-1.

We are presently looking for someone who will primarily offer Information and Referral services, and assist in updating our various publications and the database. These tasks are directly related to the 2-1-1 service. This is a contractual entry level position leading to Information and Referral Specialist.

The ideal candidate for this position will:
Have some experience pertaining to the social or health sector working directly with clients
Have a base knowledge of the functioning of the human services in the City of Ottawa

Have university experience (completed or in progress)
Have some office experience either clerical or administrative
Have a desire to understand human services and to navigate the social system
Be fluently bilingual in both official languages (spoken and written)
Be flexible to work in a rapidly changing environment

Skills that are an asset for this position:
Ability to connect quickly with people and to correctly understand a query
Ability to efficiently defuse an escalating situation 
Ability to communicate without expressing judgment, stereotypes or prejudices
Excellent attention to detail, strong organizational skills, the ability to maintain consistency, and the ability to remember detailed information and to concentrate
Strong knowledge of computers and computer systems
Strong written skills including translating basic information from one official language to the other and proofreading in English and in French
Ability to multitask and to work collaboratively within a team

Tasks/Responsibilities of the Information and Referral Counsellor:
Provide information and Referral services by phone, in person, by e-mail, fax or by mail.
Process Directory sales and mail out
Greet and direct walk-in clients
Assist with various administrative tasks as needed
Update special information in the database and various publications
Research community resources to help individuals as well as to augment or to update the database
Promote the Directory through various channels of communication

Additional Information:
Please direct applications to info@cominfo-ottawa.org
The application deadline is open
Start date is flexible
Rate of promotion will vary according to acquired skill and performance

Page updated on 09/07/2008