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2005 CalNENA Annual Conference. Presenters Angie Baur Marianne Galleon INFO LINK of Orange County INFOLINE of Los Angeles Executive Director 211 Technical Director CAIRS Board Member AIRS Board Member. Current FCC “N11” Assignments. 211 - Information & Referral.

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2005 CalNENA Annual Conference

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2005 CalNENA Annual Conference


Angie Baur Marianne Galleon

INFO LINK of Orange County INFOLINE of Los Angeles

Executive Director 211 Technical Director

CAIRS Board Member AIRS Board Member


Current FCC “N11” Assignments

211 - Information & Referral

311 - Local Government Services

111 - Not Applicable

411 - Directory Assistance

511 -Transportation

611 - Telephone Service/Repair

711 - Telephone Relay

811 – Utility Line ‘Call before you Dig’

911 - Emergency Police/Fire


FCC 2-1-1 Assignment:

  • The Federal Communications Commission (FCC) assigned 2-1-1 on July 21, 2000, stating:
    • "We find that the Information & Referral Petitioners have demonstrated sufficient public benefits to justify use of a scarce public resource and we therefore assign 211 to be used for access to community information and referral services."

2-1-1, 3-1-1 and 9-1-1

  • The 9-1-1 emergency services network was created over 20 years ago as a fast and efficient way to access police and fire department services.
  • The 3-1-1 system was developed for callers who have non-emergency police questions, problems or other business. The 2-1-1 service complements both of these other services.
  • The experiences of Atlanta 2-1-1 and 2-1-1 in Connecticut demonstrate that calls taken by 2-1-1 are calls that 9-1-1 and 3-1-1 are not prepared to handle.
  • There has been some isolated cases where people have dialed 2-1-1 and it was determined that they needed 9-1-1.
  • The number of 9-1-1-type calls remained at the same.

Role of 2-1-1 receiving a 9-1-1 call

  • The role of 2-1-1 with regard to these situations is to talk through the situation with the caller who is not looking for or does not need immediate intervention.
  • If the caller needs immediate intervention, the telephone specialist is trained to determine if the person is capable of hanging up and dialing 9-1-1 themselves.
  • If not, the telephone specialist will keep them on the line while another telephone specialist dials the appropriate, local 9-1-1 center.

2-1-1 provides callers with information about and referrals

to human services for every day needs and in times of

crisis. For example, 2-1-1 can offer access to the

following types of services:

Basic Human Needs Resource: food banks, clothing closets, shelters, rent assistance, utility assistance.

Physical and Mental Health Resources: health insurance programs, Medicaid and Medicare, maternal health, Children's Health Insurance Program, medical information lines, crisis intervention services, support groups, counseling, drug and alcohol intervention and rehabilitation.

Employment Supports: financial assistance, job training, transportation assistance, education programs.

Support for Older Americans and Persons with Disabilities: adult day care, congregate meals, Meals on Wheels, respite care, home health care, transportation, homemaker services.

Support for Children, Youth and Families: childcare, after school programs, Head Start, family resource centers, summer camps and recreation programs, mentoring, tutoring, protective services.

Volunteer Opportunities and Donations.


Advantages of 211

  • Streamlined access to services by eliminating confusion and frustrating searches.
  • Ease of recall and dial over traditional phone numbers.
  • One simple number to link to essential community services for people who are most vulnerable (the elderly, disabled, non-English speaking, those incapacitated by crisis, the illiterate, migrant workers and people new to their communities).
  • Efficiencies created by reducing duplication of information phone lines needed by the community to find services.

Community Benefits:

  • 2-1-1 strengthens the community by uniting people who want to help with those who need help.
  • With almost 900,000 non-profit organizations in the United States plus scores of government agencies people looking for assistance have trouble navigating a complicated web of health and human service programs. Likewise, people who want to help often do not know where to begin.
  • 2-1-1 is a useful planning tool. Based on aggregate data about the types of calls that the 2-1-1 Center receives, communities are in a better position to anticipate demand for services and mobilize resources to meet changing needs.
  • 2-1-1 touches the lives of every person in the community, and whether you are in a situation where you need help or find yourself later in a situation to give help, 2-1-1 is always there for you.

Nationwide Status

2-1-1 serves approximately 102 million Americans - over 34% of the US population with 141 active 2-1-1 systems in 29 states plus Washington, DC


California Alliance of Information &

Referral Services

  • The California Alliance of Information & Referral Services (CAIRS) is working to develop a statewide service delivery strategy designed to dramatically increase the public’s access to essential health and social services.
    • 2-1-1 represents an advance in the field of health and human services comparable to that created by the implementation of 9-1-1 for police and fire emergency calls.
  • In 2001, CAIRS formed the Statewide 2-1-1 Steering Committee, and jointly petitioned the CPUC to establish an implementation process for 2-1-1 in CA.
    • February 2003, the CPUC ruled in favor of the 2-1-1 implementation process. In 2004, CAIRS and United Ways of California partnered to jointly bring 2-1-1 to California.

California Public Utility Commission 2-1-1 Service Standards

  • There will be one 2-1-1 “system” per county.
    • Service will be provided in accordance with the AIRS professional standards of information & referral.
    • Each center will have a local presence and a local commitment.
    • 2-1-1 centers will demonstrate significant support of local stakeholders.
    • Provide comprehensive 24-hour, multilingual services.
    • Provide effective access to people with disabilities.
    • Have the capacity and willingness to coordinate with local and state emergency/disaster service systems.
    • Use common industry resource information standards.
    • Collect and share common service need/usage and client demographic data.

2-1-1 is here!

  • Nine Counties throughout the state have been authorized by the CPUC to provide 2-1-1 service including:
      • Ventura 2/11/05 Launch date
      • Los Angeles 7/01/05 Launch date
      • Alameda 2006 Launch date
      • Contra Costa 2006 Launch date
      • Orange County 7/01/05 Launch date
      • San Francisco 7/01/05 Launch date
      • Riverside 7/01/05 Launch date
      • San Diego 7/01/05 Launch date
      • Santa Barbara 7/01/05 Launch date
  • Additional applications are in the review process. CAIRS and the United Ways of California are working to bring 2-1-1 to all of California.

California 2-1-1 Status


Los Angeles  


San Diego


San Francisco

Santa Barbara

Ventura 55% of the Population


San Bernardino  

Santa Clara   



Contra Costa


Marin   22% of the Population


Counties where 211 discussions are taking place


You and your 2-1-1 Center

Establish a collaborative Memorandum of Understanding with your local 2-1-1 provider.

Participate on your local 2-1-1 Disaster Committees.

Write 2-1-1 into your local Emergency Management plan.

Work together sharing database resources.

Include 2-1-1 leaders in disaster exercises.

Rely on 2-1-1 to help with donation and volunteer management, rumor control, referrals, recovery efforts, etc.


Information and Referral Disaster Response

  • Information and Referral’s history with disaster response In California –
  • Civil disturbance, floods, earthquakes, fire, hail storm, etc.

2-1-1 and Emergency Management

  • National – Oklahoma City bombing, 9/11 tragedies, Hurricanes Charley, Frances, Ivan and Jeanne
  • AIRS Accreditation for 2-1-1 Centers requires Emergency Management Plans
  • 2-1-1 work with Emergency Operations Plan and Voluntary Organizations Active in Disaster

2-1-1 Web Sites