Component: Homelessness Initiatives and Other Community Services

Legislation: Ministry of Community and Social Services  Act (MCSSA)

Service objectives

  • To provide a free, 24 hours a day, seven days a week, 365 days a year, non- emergency information and referral service, using various service delivery channels including telephone and website, regarding community, social, health, and related government services
  • To maintain and enhance Ontario 211’s technology infrastructure for Ontario 211 staff and for an effective 211 online experience (navigated search) for the public, and community agencies, etc

Program/service features

  • Telephone service is available to all areas of Ontario, 24 hours a day, 7 days a week, 365 days a year, in English and French, and in over 150 languages through a tele- interpreter service. Service in other service delivery channels and the Ontario 211 website are available in English and French
  • High-quality customer service
  • Provision of information and referral to appropriate services regarding community, social, health, and related government services
  • Maintaining and providing access to a high-quality, comprehensive database of human services data, including listings of community, social, health, and related government services (including those funded by government and those that are community-based and supported)
  • Provincial outreach and grass-roots community engagement strategy to raise awareness across Ontario

People served

People of Ontario.

Delivery method

Services are delivered using various service delivery channels, including telephone.

Ministry expectations

  • Services will respect the diverse needs of all Ontarians
  • Staffed by individuals with the appropriate training and range of skills necessary to respond effectively to the needs of individuals, families, and staff of frontline community agencies and emergency responders
  • Maintenance of Ontario 211 database/infrastructure to support service delivery
  • Collection and maintenance of 211 human services data and other data related to services that are delivered
  • Ontario 211 will establish and participate in protocols with service agencies where appropriate
  • Ontario 211 will work with 211 service delivery partners, as needed, to establish shared priorities and consistent service targets and procedures
  • Ontario 211 will have a written service complaint and problem resolution process that will be made available to people who use services, upon request
  • Ontario 211 will provide services in accordance with the Service Description Schedule(s) and Service Data Schedule and in accordance with the policies, guidelines and requirements of Ontario as communicated to it
  • Ontario 211 will safeguard the privacy and security of personal information. Ontario 211 will ensure that only “authorized persons” will have access to and use personal information obtained from people requesting services, as required for the performance of their duties

Reporting requirements

Year-to-date reports including financial and service data elements to be reported at interim and final stages.

Service Data Name Definition

# of Calls

The total number of times when service is provided by telephone. This count represents continuous service to a client. It does not represent a count of unique individuals. This figure excludes calls that have a high likelihood of being auto dialers, static, or SPAM, and abandoned calls.

# of Chats

The total number of times when service is provided by chat. This count represents continuous service to a client. It does not represent a count of unique individuals. This figure excludes chats that have a high likelihood of being SPAM and abandoned chats.

# of Emails

The total number of times when service is provided by email. This count represents continuous service to a client. It does not represent a count of unique individuals. This figure excludes emails that have a high likelihood of being SPAM.

# of Texts

The total number of times when service is provided by text. This count represents continuous service to a client. It does not represent a count of unique individuals. This figure excludes texts that have a high likelihood of being SPAM.

# of Website Sessions

Number of individuals or their family/representative who reported a positive, neutral, or negative experience.

Client Satisfaction: Phone Service

The percentage of callers surveyed that reported they were satisfied or very satisfied with 211. This figure includes the 211 clients who participated in a satisfaction survey following the receipt of service. Clients are provided with the following response options in the survey: Very Satisfied, Satisfied or Not Satisfied.

Client Satisfaction: Chat Service

The percentage of chat clients surveyed that reported they were satisfied or very satisfied with 211. This figure includes the 211 clients who participated in a satisfaction survey following the receipt of service. Clients are provided with the following response options in the survey: Very Satisfied, Satisfied or Not Satisfied.

# of Calls Abandoned

The number of times when phone service is abandoned by the client while the client is in queue waiting for service. This figure excludes calls that have a high likelihood of being auto dialers, static, or SPAM.

# of Chats Abandoned

The number of times when chat service is abandoned by the client while the client is in queue waiting for service. This figure excludes chats that have a high likelihood of being SPAM.

Info and referral service: Ministry-funded Agency Expenditures

Total ministry-funded expenses for the Transfer Payment Recipient to administer and/or deliver this program in the reporting year (cumulative).