2023
2024
Annual Report
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Message from the Executive Director and Board Chair
Theresa Redburn, Board Chair
Yet, there is a reason for hope. Over 300,000 Ontarians found the courage to reach out to 211 for help last year. The data in this report not only highlights the needs across Ontario but also identifies service gaps and barriers that certain populations face in accessing available supports.
More than 30,000 agencies and their dedicated staff teams showed remarkable resilience in meeting the needs of vulnerable people through the delivery of frontline services. In the 211 Ontario system, more than 100 people demonstrated unwavering courage every day (24/7/365) by showing up to answer the call and do everything in their power to connect people to the help they needed.
Courage and resilience are also evident among our service partners at both local and provincial levels, who worked collaboratively to address emerging needs. They embraced innovation and explored new approaches to data management and navigation services to deliver better outcomes for vulnerable people. The report shines a light on just a few of these incredible partnerships.
We are deeply grateful to our funders and partners who make this work possible. From the ongoing financial support and collaboration with United Ways to the strong backing from municipalities to project-based funding from various provincial ministries and federal departments who recognized the value of partnering with 211 to address unique needs. We are especially thankful for the strong support and partnership of Minister Parsa and the entire team at the Ministry of Children, Community and Social Services – thank you for recognizing the value of this critical service to Ontarians.
We also want to extend our deepest thanks to our Ontario 211 Services staff and Board of Directors, as well as our service partners and United Ways, for having the courage to pursue systems change. Change is challenging, but we must continue to be courageous to best meet the increasing and evolving needs of Ontarians. Through investments in new technologies and tools to help us work better, new approaches to service delivery in communities, and optimizing our operating and organizing model for 211 in Ontario, together we will face today’s challenges and build a stronger 211 system for tomorrow.
Barbara Kieley, Board Chair
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Outcomes
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Partnership Highlights
Ontario 211 Services develops partnerships to advance an integrated human service system. With our 211 Regional Service Providers, we collaborate to ensure broad and equitable access to community services and maximize the use of existing resources.
Below are just a few examples of partnerships in different areas of the province. Learn more about local and provincial partnerships here.
Matawa First Nations & 211 North: New Beginnings Web Portal
In March 2024, Matawa First Nations launched an online directory to support people recently released from prison. The New Beginnings Directory offers up-to-date information on community and social services to help them as they return to their home communities.
This project was shaped by input from those who have experienced re-entry after incarceration. The directory uses data curated by 211 North, ensuring the information is always current. Covering northwestern Ontario, this directory is a collaborative effort involving Matawa First Nations Management, 211 North (Lakehead Social Planning Council), the Indigenous Primary Health Care Council (IPHCC), and Birchwood Consulting.
Matawa New Beginnings Service Directory
Reporting Racism: A Prototype by 211 and Partners
Findhelp Information Services and Ontario 211 Services teamed up with partners across Ontario to create a prototype tool for reporting racism. Along with this tool, the collaboration developed an anti-racism e-course specifically for service providers. These initiatives were shaped by input from people who have experienced racism firsthand, ensuring the tools are practical and effective.
The primary goal is to support those reporting racist incidents, particularly Indigenous, Black, and Racialized individuals, by connecting them to culturally safe, trauma-informed support services. The project was guided by the Anti-Racism Provincial Committee, which includes grassroots groups, community organizations, municipalities, funders, and universities. The entire process and its outcomes are detailed in the report “Making Ontario Safer for All: Community-Based Racism Reporting Prototype.”
211 Southwest and Employment Ontario Team Up for Better Employment Support
In January 2024, the Ontario Government revamped its employment services, bringing various programs under the umbrella of Employment Ontario. This new approach focuses on personalized support, helping individuals stabilize their living conditions and find work that suits their specific situations.
To enhance the effectiveness of this transition, Ontario Works and ODSP partnered with community organizations and 211 Southwest. Together, they formed a group to discuss the changes, identify challenges, and streamline referrals to community programs and supports. Caseworkers from Ontario Works and 211 Community Navigators underwent joint training to improve the accuracy of information, update records, and track data on follow-ups and unmet needs. The collaboration aims to make finding a job, or preparing for employment, more straightforward and supportive.
211 Eastern Partners with Connecting Ottawa
Connecting Ottawa is a network dedicated to improving access to legal support for individuals with communication challenges. Whether due to a disability or a language barrier, some people face significant obstacles when seeking legal help. Connecting Ottawa, consisting of over 50 legal and community service organizations, works to empower community service providers to better assist these clients.
211 Eastern plays a key role in this initiative by providing oversight and guidance as part of the advisory committee. Funded by the Law Foundation of Ontario, this partnership helps ensure that individuals with communication challenges can access the legal support they need.
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Caller Stories
Ontario residents contact 2-1-1 looking for community services when experiencing challenges. 211 refers them to community programs that can help them. Below are several snapshots of the referrals we provide. We help residents find the right support for their situation.
211 Helps Senior with Mobility Issues Get Groceries Delivered
A senior called 211 because she was running out of groceries before her next cheque arrived. Because of her disability, she couldn’t get to the food bank and didn’t have any family or friends nearby to help. The 211 Navigator referred her to programs that delivered food to seniors with disabilities and explained how to apply. She was also connected to a mobile hot meal program.
When asked if she wanted to connect with other senior programs, the caller said yes—if transportation was available. The Navigator found a local seniors' club that offers rides to the center, making it easier for her to stay connected.
International Student Seeks Mental Health Support
A young adult contemplating suicide reached out to 211 Services for support. Following a risk assessment by a 211 Community Navigator, it was determined that the caller was not at imminent risk of harming themselves but needed counselling help as soon as possible. The navigator referred them to a 24-hour distress line and two agencies that provide free counselling and offered to follow up with caller. The caller agreed, so they set up a time for a follow up.
On the follow-up call, the caller shared that they were no longer thinking of self-harm but were still searching for in-person counselling options as the agencies suggested by 211 were only doing virtual sessions. They also noted that as an international student, they had no family or emotional support system in Ontario. The navigator was able to provide the caller with a referral to South Asian Canadians Health and Social Services (SACHSS) for additional support.
211 Connects Woman to Job Search Help
A woman struggling to find work called 211 as her employment insurance was running out, causing financial stress. The 211 Navigator referred her to a local Employment Ontario agency for help with job searching, resumes, career information, skills assessments, and more.
Later, the caller thanked 211, saying, "I am on my way to a job interview now."
211 Helps Senior Protect Herself from Scams
A retiree called 211, distressed after falling victim to a financial scam. She was worried about her financial security and needed guidance. The 211 Community Navigator quickly connected her with resources to report the fraud and learn about consumer protection. Armed with this information, she felt confident she could protect herself from future scams and expressed her gratitude for the help.
211 Supports Woman Navigating Husband's Health Care
A woman called 211, overwhelmed by her situation—her husband was in the hospital awaiting long-term care, she was working two jobs, supporting an adult child with mental health challenges, and struggling with rent and utility bills.
The 211 Navigator referred her to Home and Community Care, which could provide case management between hospital and home care for her husband. The Navigator also connected her with programs to help with rent and utility bills and explained Ontario Works as a potential support for her adult child.
The woman, unaware of these resources before, was relieved to learn about them and grateful for the assistance.
