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Accessing Health and Human Services Help Starts Here. 211 LA County Mission Statement. To improve access to health and human services for Los Angeles County residents. …. 211 LA County. Calls are free and confidential Available 24/7 days a week Services provided in over 125 languages

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211 la county mission statement
211 LA County Mission Statement

To improve access to health and human services for Los Angeles County residents.


211 la county
211 LA County
  • Calls are free and confidential
  • Available 24/7 days a week
  • Services provided in over 125 languages

& TTY for hearing impaired

  • Database of 4,500 community resources


A free, accessible, 3 digit telephone number that gives everyone access to the vital community services that they need.


2-1-1 National Movement

2-1-1 serves approximately 196 million Americans – over 65% of the U.S. population; 212 active 2-1-1 systems covering all or part of 41 states (including 19 states with 100% coverage) plus Washington, DC and Puerto Rico. Canada has an additional 5 locations (for more information about Canada go to



  • 1997 - first 2-1-1 in Atlanta Georgia
  • 1998 - discussions began in California
  • 2000 - FCC assigns 2-1-1 for Health and Social Services
  • 2003 - CPUC adopts CA standards for 2-1-1
  • 2005 – CPUC awards 2-1-1 designation to Info Line of LA
  • July 2005 - 2-1-1 goes live in Los Angeles, Orange, Riverside, San Diego, Santa Barbara counties – reaching over 18 million people
  • 2007 – 18 counties and over 80% of CA with 2-1-1 service

2-1-1 Information and Referral

  • Comprehensive Database:current, accurate information about services organized in a way that is easily retrieved and useful, maintained by certified Resource Specialists
  • Trained Information and Referral Specialists: Qualified staff able to assess callers’ needs and help them identify underlying life conditions that may be affecting those needs
  • Quality Referrals:Connections to appropriate public, non-profit and private providers for services the caller needs

Health and Social Services

  • 2-1-1 provides information and referrals for every day needs and in times of crisis. 2-1-1 can offer access to the following types of services:
  • Basic Human Needs: food, shelters, utility assistance.
  • Physical and Mental Health Resources: health insurance, Medi-Cal and Medicare, counseling, crisis intervention, drug and alcohol programs.
  • Employment Support: financial assistance, job training, transportation assistance, education programs.
  • Support for Older Americans and Persons with Disabilities: adult day care, Meals on Wheels, transportation, respite & home health care.
  • Support for Children, Youth and Families: childcare, after school programs, Head Start, recreation programs, tutoring, protective services.
  • Volunteer Opportunities and Donations.
anatomy of a 2 1 1 call

2-1-1 Call Specialist

Anatomy of a2-1-1call

Establishes rapport

Diffuses emotional barriers

Establishes need(s) through in-depth assessment

Searches database for appropriate resources

Dials 2-1-1

Local phone company routes to 2-1-1 call center

Caller in need

2-1-1 Community Resource Advisor empowers caller by providing accurate, enabling information and appropriate referral(s) to agencies able to help with the identified need(s)

2 1 1 yields broader benefits
2-1-1 Yields Broader Benefits
  • Direct Service Programs and Providers:Have an outlet for providing information about changes in programs/eligibility and service availability.
  • Service Agencies and Professionals:No longer pressured to search for information outside their service scope or to help clients who belong elsewhere.
  • Specialized I&R’s:Know calls requiring their expertise will get referred to them.
  • Disaster Officials:Have a dissemination mechanism for critical up-to-the-minute public information.
  • Law Enforcement:No longer gets non-emergency calls.
  • Public Officials:Have a place to refer constituents in need of help.
  • MCAH – Survey of partner agencies for 211
        • Focus on obesity prevention for youth and women of child bearing age. Programs added to database.
        • Co-Chair Perinatal Services workgroup.
        • Distribute lists of existing services for review by group to encourage new resource reporting
  • LABBN – Network with Collaboratives and partner agencies and add to 211
        • Research Perinatal resources in geographic areas
        • Conduct “profile blitz” for Antelope Valley resources
  • EII Collaborative – Early Identification and Intervention Collaborative.
        • Participation in Group-Addition of Family Resource Centers to 211 database.
        • Proposal to conduct pre-screening for EII using PEDS with callers to First 5LA Parent Connect hotline.
  • DPH – Health Advisories from DPH; special notices on clinic and hospital closures
        • PPP Updates sent on monthly basis to 211 CRA’s
        • Non-profit CHDP providers added to 211 database
areas of database enhancement
Areas of Database Enhancement
  • Weight management – 34 Programs
  • Nutrition – 131 Programs
  • Breastfeeding Support – 52 Programs
  • Postpartum Depression counseling - 65 programs
  • Physical Fitness – 441 Programs
211 resource contacts
211 Resource Contacts
  • Claudia Haro, Resource Specialist

(626) 350-1841 ext. 2197

  • Presenter:

Ellen Shannon, Resource Editor

(626) 350-1841 ext. 2132

211 online
211 Online
  • View our website at
  • Or access our information on the Healthy City website:
    • Click on “Services”
    • Search by service, or agency name
    • Includes geographic mapping