Community Information Toronto - Findhelp · Community Information Toronto, 425 Adelaide St W, 2nd Fl, Toronto, ON M5V 3C1 ... CIT's call centre, database and web products have been

Making Connections

Community Information Toronto

© 2003 Community Information Toronto

Black and white photographs by Laurence Siegel

The agency is financially supported by and is a member of

InformOntarioInformCanada

The TeamInformation ResourcesMargaret Williams, Director, Information ResourcesJohn Allec, Manager, Data QualityFaed Hendry, Manager, Training and Outreach

Ian KelloggKerry KellySharon LauKathy O'BrienSusan StarkmanSusan StonePhilip Wolfart

Jackie AndrewsCharlie BignellBrad CandyTim CorkillHoney DacanayDonna DalrymplePam FeigenGail Hulls

AdministrationCheryl May, Executive DirectorEduardo Boza, Financial OfficerLynne Parker, Director, Organizational Resources Ana BondocTuyet Nguyen

Cristina UmanaIan Worang

Strategic DevelopmentDrew Wesley, Director, Strategic DevelopmentKathleen Kelly, Manager, Information TechnologyAhmiel AbatHoward Clarke

Zarko DudicDave McLeod

Call CentreClive Jones, Director, 211 and Call Centre ServicesAngela Shiga, Manager, 211 Call Centre Stephen Paquette, Supervisor, Specialized ServicesDon Shiga, Supervisor, 211 Call Centre

Joanna KupibidaDeborah MandellJennifer MuttartJuan NunezGerard PaibomsaiMeri PerraCarrie Anne PryceDiane RamseySandra RegnierSusana RiquelmeLisa RobinsonVicky RoyDan RutembesaNarima ShawKarine SilverwomynBrent SouthinMary SteenFirehiwot TibebuAlitizia TyminskiJolene WalshStacey Williams

Quinn AndersonDarryl Appelman Irene BarbozaRichard BeaudryMadhu BectorKelly BethuneJulia BrackenburyLuisa CappellaroCindy ChanLouise ChanSilvia ChavezAndrea CleggTerry CollinsJoe CrawfordSandy CunninghamMichael FabelloJune HoseinJohn JenningsSophie JiangBobbi Jo KokomoAzza Kouta

Volunteer Management AdvisorsGeorge CrossmanJanet DowningTim Hodapp

Bill SolomonMark Surman

StudentsStephanie BrownLaura GoldIan Kerr

Jason LewisShawn Lowes

Board MembersMarvin Givertz, PresidentIvan McFarlane, Vice-PresidentJohn Stammers, TreasurerCheryl Buchwald, Secretary

Jackie IrvingKeith MartinDennis LongWaqar Zaidi

Ray ChesherSudhir HandaJane HendersonDiana HiltonTimo Hytonen

ConsultantsNick BreaksDaniel DoaneJonquil EyreCarol FeeneyDarcelle HallAlan HeiseyKarl Jaffray

Svetlana KomarovskyGord LewisFraser McDonaldEdward McDonnellJanet MurrayRosemary SparksDeb Woods

Former staff members

Allyson Hewitt, Executive Director

The following people made significant contributions to CIT's success:

Tracy BarberPaul CowanSusan EwingJean GreenbergKirsten Kamper

Amber MeredithMartin RoebuckJulie WagnerGen Walsh

Supports business development activities of senior staff.

1 Getting on Board3 Moving Information Forward 4 211: Mapping the Vision6 Call Centre Services8 Information Services10 findhelp Project11 Professional Training Services12 How We Connect

Table of Contents

Community Information Toronto, 425 Adelaide St W, 2nd Fl, Toronto, ON M5V 3C1Phone: 416-392-4605, Fax: 416-392-4404, [email protected], www.communityinfotoronto.org

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Community Information Toronto (CIT) has grown significantly in staff, services and community responsibility in recent years. During this period of vigorous growth, our past Executive Director, Allyson Hewitt, together with her valued management team and community partners, secured 211.

The Call Centre staff grew from 12 full- and part-time staff in 1996 to over 40 staff in 2002. Our 211 Information and Referral Specialists speak 18 languages and set new standards for the delivery of human services information.

CIT has the best team of editors any one could hope for. They continue to ensure that the information that drives all of CIT services is current andaccurate. We are accredited by the Alliance of Information and Referral Systems (AIRS).

Our role in several project areas has broken new ground. One example is the Possibilities Project, which in 2002 became Canada's first Virtual Employment Resource Centre.

The Board of Directors is proud of the accomplishments of the people who make up the staff of CIT.

Allyson Hewitt's vigour and vitality helped move CIT to a new level. Allyson has now left for a new challenge, Safe Kids Canada at the Hospital for Sick Children. We wish her well.

We warmly welcome Cheryl May as our new Executive Director. Along with her creativity and entrepreneurial talents, Cheryl's proven commitment to the agency and the community it serves will ensure CIT remains a standard in information and referral provision.

Getting on Board

211 and CIT are an invaluable part of the infrastructure of Toronto. No major city should exist without the kind of services offered by CIT.

Marvin Givertz, President


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Fast, specific and accurate information


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211 has crystallized the work we do at CIT into a single, highly visible, premium service.

Cheryl May, Executive Director

CIT's call centre, database and web products have been unified to deliver 211 to the public, and the power of a simple three-digit number to improve access to information and services has been demonstrated through a remarkable three-fold increase in calls.

As we grow, our longstanding commitment to ensuring the public has access to community information and services remains strong. Technology has enabled this dedication – and pushed it beyond what would have once been thought possible. Through the web, there is global access to our information, supporting the concept of borderless, integrated service delivery. Dialling 211 for community services throughout North America is fast becoming a reality, and CIT is committed to being one of the best 211 services in the world.

Although our horizons have expanded, our roots in community remain strong. While CIT is at the forefront of information and referral in North America, we are also deeply involved with our community and in providing assessment, advocacy, information and referral for Torontonians.

This also includes working closely with service providers in our community to ensure comprehensive, up-to-date information in the database. Community outreach is an important and valued part of everyone's job at CIT, giving us a real

understanding of the work done by other agencies and programs.

A partnership approach to opportunities, a commitment to community building, information excellence, outreach and evaluation – this is CIT. In the last few years we have built a benchmark 211 service in Toronto, which is a foundation on which 211 can grow in Ontario and Canada. We are committed to fostering that growth in other communities and sharing what we have learned along the way.

The launch of 211 illustrates the overwhelming value of partnerships. 211 and 211Toronto.ca would not be possible without the support of the United Way of Greater Toronto, the City of Toronto, Ontario Ministry of Training, Colleges and

Universities and Human Resources Development Canada.

Moving Information Forward


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The story of 211 can be told in terms of partnership. 211 would not have been possible without the strong commitment of all partners to the vision, a clear understanding of the role and value each organization brought to the effort, and the effective utilization of staff expertise in areas of project management, marketing, resource development and technology.

Behind the successful implementation of 211 in Toronto and the emergence of 211Toronto.ca is a story of community consultation, relationship building and tactics. It all began in 1998 …

1998: Identifying NeedsAfter being introduced to the idea of a 211 service at the Information and Referral Conference in Atlanta, Georgia, representatives from CIT and United Way of Greater Toronto (UWGT) became intrigued with creating a similar 211 service in Canada.

The climate seemed right. Human Resources Development Canada (HRDC), Ontario Ministry of Training, Colleges and Universities (MTCU), and the City of Toronto had already identified the need for reliable, consolidated information on services in Toronto.

Meanwhile, a City of Toronto feasibility study concluded that there were significant benefits to a wide variety of stakeholders in making CIT's data available via the Internet. A project steering committee was formed, and the decision made to support service delivery by the community sector.

1999: Emergence of Leaders During the following year, the partnership between CIT, UWGT and the City of Toronto, along with support at the federal (HRDC) and provincial (MTCU) level, moved the 211 initiative ahead. The 211 Partnership Committee was formed, consisting of lead staff from each organization.

Later in the year the partners began to coordinate the application to the Canadian Radio-Television and Telecommunications Commission (CRTC) to designate 211 for use as a community information service across Canada. During 1999 InformCanada was also founded, representing information and referral providers interested in providing 211 services.

2000: Moving ForwardIn 2000 the finalized application went to the CRTC. Meanwhile, CIT and City of Toronto staff worked to determine hosting arrangements for the online database and received council authorization for project support.

211: Mapping the Vision


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2001: Strengthening Service DeliveryIn 2001 the CRTC approved the use of the 211 telephone number for community information.

The three-year findhelp Project, dedicated to developing an integrated online human information services system, was also initiated.

Funded by HRDC and MTCU, findhelp also receives considerable in-kind resources from the City of Toronto, which views the project as part of the City's electronic service delivery infrastructure and e-City vision.

All partners were committed to the vision of improving access to information and creating a multi-channel approach consisting of print (the Blue Book), call centre and Internet.

There were also many changes at CIT in 2001. The agency underwent major renovations, specifically focusing on call centre requirements. CIT also concentrated on agency accreditation and staff certification through InformCanada/Alliance of Information and Referral Systems.

2002: Integration and Implementation2002 is the year that it all came together. 211 was officially launched on June 13 by UWGT, along with

CIT, the City of Toronto, MTCU and HRDC.Following the Toronto launch, the 211 partnership committee met for the last time in August. Soon after, the Toronto 211 Community Advisory Group, representing community service partners, was initiated.

2003: Building the VisionBringing 211 to all Ontario, a report examining 211 in the province, will provide direction for the future.

The project, undertaken by CIT, UWGT, InformOntario and the United Ways of Ontario, highlights best practices in service delivery standards and assesses the interest and capacity of community information services to implement 211 across Ontario. Funded by the Trillium Foundation of Ontario, the report also recommends ways in which 211 services could be rolled out across the Province in an efficient, effective and sustainable fashion, and documents aspects of CIT's launch of 211.

Plans to introduce 211 services are also in development in other Canadian communities, including Calgary, Edmonton, Halifax, Kingston, Montreal, Niagara Region, Ottawa, Simcoe County, Thunder Bay, Vancouver, Windsor, Winnipeg and York Region.


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When CIT prepared to open Canada's first 211 telephone service in June 2002, the most common question asked was …

Having just completed its inaugural year, the service has received nearly 300,000 calls, an almost three-fold increase to calls formerly received by the ten-digit community helpline operated by CIT for more than 40 years. Despite a dramatic increase in calls, stringent call answer standards continue to be consistently met and customer satisfaction remains high. Toronto's 211 is truly redefining public access to community, social, health and government services.

211 Toronto. How Can I Help You?

Gender of callers

Age of callers

Other languages include: Albanian, Amharic, Arabic, Bengali, Chinese – Cantonese, Chinese – Mandarin, Creole, Czech, Edo, Farsi, French, Gaelic, German, Greek, Gujarati, Harari, Hebrew, Hindi, Hungarian, Italian, Katchi, Korean, Kurdish, Malay, Malayalam, Maltese, Oromo, Polish, Portuguese, Punjabi, Romanian, Russian, Serbian, Somali, Spanish, Tagalog, Tamil, Telugu, Turkish, Twi, Ukrainian, Urdu, Vietnamese and Yoruba

Adult 85%Youth 7Senior 6Child 2

English 53%Other 47

Female 69%Male 31

First language of callers

· 54% of calls answered within 10 seconds· 78% within 20 seconds· 100% of surveyed callers indicated they would use the service again and recommend it to family and friends

"How many calls are you going to get?" At the time the only honest answer was: "We have no idea." Now our answer to that question is "lots!"


Call Centre Services

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Street Helpline (416-392-3777)In 2002, Street Helpline counsellors answered 98,000 calls and coordinated critical services throughout a record-breaking 40 days of Extreme Cold Weather Alerts. The Work Experience Program, a partnership of CIT and Miziwe Biik, trains aboriginal persons who have experienced homelessness as Street Helpline information counsellors.

Victim Support Line (1-888-579-2888)CIT is the lead partner in providing the community services component of the VSL across Ontario for the Ministry of the Attorney General. This toll-free information and support line provides a range of services to victims of crime, including referral to victim support services.

Homes for Kids (1-877-567-5437)Started in 2002, the Homes for Kids phone line provides the first level of referral to people who are interested in providing foster care for children and youth who can't live at home because of family problems.

Foodlink (416-392-6655)CIT is a community partner with FoodShare, delivering the FoodLink hotline. This service provides referral and counselling for people seeking information about food banks and other community food programs.

211Toronto. How Can I Help You?It was great that I could talk to a staff member in my language, get to know more about government services, and go to social service centres that are open during the day. I feel more confident now after calling 211.

Grieving father calling for funeral assistance ...A caller, unemployed and worried about paying rent, stated he now had to contend with funeral arrangements for his baby, who had passed away after a complicated delivery. Because of his religious beliefs, the arrangements needed to be completed within 24 hours. With his permission, the Information and Referral Specialist advocated on his behalf, connecting with a worker at Ontario Works who made sure the caller's needs were met.

Specialized Services


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The librarians and editors on CIT's Data Quality team are busy year round updating more than 4,000 profiles in the community services database. All records are fully updated at least once a year and maintained year round through notifications to the Update Desk as well as daily press monitoring and community outreach activities. The team also works with InformOntario, InformCanada and the Alliance of Information and Referral Systems (AIRS) to align data standards. The national information sites 211.ca and InformCanada.ca are administered by CIT as central resources for stakeholders.

Blue BookA survey of Blue Book users revealed human services professionals spend, on average, 7 hours a week looking for information, and the Blue Book is the first choice for 85% of them. The Blue Book represents reputable, stable services that are an essential part of the human services network in Toronto.

211Toronto.caThis site allows users to search CIT's community services database by keyword or category, and map the location of organizations. The average number of monthly users has grown to 25,000 since the launch of 211. Plans for the future include an enhanced membership area to meet the needs of human services professionals.

211Toronto.ca has made it possible for other organizations to use CIT's information within their own online resources.

The Ontario Council of Agencies Serving Immigrants and the YMCA Newcomer Information Centre have partnered with us to provide multi-channel access to settlement and newcomer services information – online, by phone and in-person. Partnerships such as this demonstrate the potential for sharing information among community and government organizations.

Possibilities VirtualERC.caPossibilities Virtual Employment Resource Centre has provided over 9000 job seekers registered with the site access to great articles, job boards, toolkits and the specialized services of an employment expert. As a portal partner to 211Toronto.ca the site also features thousands of accurate, up-to-date referrals to related services.

The French Employment Portal, also created by Possibilities, illustrates service provision in languages other than English in a dynamic online format.

Data ServicesMany community and government organizations rely on CIT for comprehensive, detailed and up-to-date human services information.

By working with partners, we provide seamless access to information in specialized contexts. Through data sharing partnerships with information and referral providers across the province, CIT delivers the provincial community resources database used by Telehealth Ontario nurses.

CIT also provides mailing lists, data for customized directories and other editorial services.

Information Services

At the heart of 211 is CIT's community services database. What began as a box of recipe cards, has grown over the years into a state-of-the-art information system with over 4,000 profiles of carefully selected organizations and programs.


The following story illustrates how 211 offers multi-channel access to information.Nina is an accountant who recently immigrated from Russia with her young daughter. First she visits 211Toronto.ca looking for resources to help her find employment. She then calls 211 Community Connection and speaks to an Information and Referral Specialist in Russian, who gives her a list of agencies providing language assessment, including the YMCA Newcomer Information Centre. Nina takes advantage of the resources at the centre and attends an information session for internationally trained accountants. Using the computers provided, she discovers Settlement.org, a 211Toronto.ca portal partner. The site outlines the process for receiving a Social Insurance Number. While at the Centre, Nina browses through the 211Toronto.ca Employment, Education and Training portal and discovers Possibilities VirtualERC.ca, where she finds tips on creating a resume and interviewing skills. Finally, she finds her way back to 211Toronto.ca through links on the VirtualERC and begins looking for child care information. But that's another story…

Pathways to Information

9Community Information Toronto

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What makes 211Toronto.ca work? The findhelp web solution. Behind 211Toronto.ca are Java/Oracle technologies, used to ensure robust service delivery and ensure the scalability required to support an online system of human services information. The findhelp vision of an integrated national system allows information and referral providers across Canada to participate in data coordination and sharing, and supports the implementation of 211 services.

Additional web site and portal development on 211Toronto.ca has led to innovative information partnerships. Possibilities VirtualERC.ca and Settlement.org currently display organization and program records directly from the 211Toronto.ca database, ensuring that the information provided is always current and reliable.

In 2002, the findhelp call tracking system was developed and implemented in CIT's call centre, making it possible to keep track of the types of calls received by 211. Statistics, case studies and surveys all contribute to a comprehensive 211 evaluation plan.

The findhelp Project team actively participates in the 211 initiative, often making presentations throughout North America and hosting information sessions at CIT. Along with international visitors from China, the Netherlands and Northern Ireland, people interested in service standards and 211 came from social service agencies, government offices and community information centres across Canada.

The team presented in eight of the conference sessions at the first Canadian Community Information and Referral Conference, held in November 2002. Over 150 delegates explored the potential of a service profession with rigorous accreditation and certification, data and indexing standards, best practices and tools for sharing knowledge. Different methods of delivering and enhancing services were explored – including the process for setting up a 211 service, online systems and information portals, sustainability, outcome measurement and multilingual service delivery. CIT hosts the 2003 Canadian Community Information and Referral Conference in Toronto.

Achievements have not gone unnoticed. 211Toronto.ca has been recognized with four prestigious awards:

· Head of the Public Service Award, "Excellence in Service Delivery"· Ontario Federal Council's Leadership Through Collaboration Award, "Enhancing Service to Citizens of Ontario"· Public Sector Quality Fair, Bronze Level Certificate of Excellence,· Showcase Ontario Diamond Award of Excellence

Human Resources Development Canada, the Ontario Ministry of Training, Colleges and Universities and the City of Toronto have supported the project's goals.

findhelp Project

A shared on-line source of standards-driven human services information that brings people and services together and supports the work of social services and government agencies across Canada.


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CIT's range of dynamic information and referral programs offer human services practitioners training in how to conduct effective assessment, develop problem-solving skills, deal with difficult and challenging people, understand the human services system, communicate effectively, and hone listening and interviewing techniques. Customized workshops are also designed and delivered to specific organizational requirements.

The effort you have put into sharing your training with us has been exceptionally helpful. I appreciate the amount of time and attention spent in tailoring the training to suit our needs.

Blue Book TrainingThis 3-hour workshop shows participants how to use the Blue Book and 211Toronto.ca to provide the most appropriate referrals.

I&R Certification ProgramsCIT offers preparatory training to professionals who want to receive the Certified Information and Referral Specialist or Certified Resource Specialist designation from InformCanada and the Alliance of Information and Referral Systems (AIRS).

Training in Information, Referral and Communication SkillsThis 2-day course covers the information and referral assessment process, effective communication and listening, diffusion techniques and an overview of the human services system.

Information and Referral, and the Internet – NEWThis 4-hour course explores when and how to use the Internet to provide information and referral to clients and identifies helpful web sites and resources.

Understanding the Human Services System – NEWThis 1-day workshop explores the range of social, human and government service providers and is designed to enhance participants' knowledge of existing resources.

Professional Training Services


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Call CentreThe people answering the phone are social services professionals, many with years of front-line service experience. This experience, along with specialized information and referral training and eventual certification, prepares them to handle the wide range of calls to our helplines – from the complex needs of a cancer patient distressed about delays in treatment to a simple request for the address of a local community centre.

Information TechnologyThe IT team develops, maintains and supports the technical infrastructures and applications at CIT. In 2002 the team undertook enhancements to policies and procedures, developing an operational environment with even higher degrees of standardization and efficiency. The team is integral to the success of the findhelp Project and the provision of data services to Telehealth Ontario and supports CIT's relationships with our community partners.

OutreachWe believe in building relationships with the community we serve. Outreach is an integral part of the work of all staff in the agency. In 2002 our staff introduced community members to the 211 phone service, the 211Toronto.ca web site, the Blue Book Directory of Community Services and the Possibilities Virtual Employment Resource Centre. Our outreach activities are a two-way communication – by talking with people in the community we continue to find new and better ways to meet social services information needs.

Fostering CommunityBeing a part of the fabric that is the social infrastructure of Toronto is important to all of us at CIT. The Diversity Access and Equity committee shares ideas and participates in events that raise awareness and promote discussion and understanding about the city we live in.

Staff are active in community and cultural events and participate in a wide range of advisory groups, committees and boards.

How We Connect


The TeamInformation ResourcesMargaret Williams, Director, Information ResourcesJohn Allec, Manager, Data QualityFaed Hendry, Manager, Training and Outreach

Ian KelloggKerry KellySharon LauKathy O'BrienSusan StarkmanSusan StonePhilip Wolfart

Jackie AndrewsCharlie BignellBrad CandyTim CorkillHoney DacanayDonna DalrymplePam FeigenGail Hulls

AdministrationCheryl May, Executive DirectorEduardo Boza, Financial OfficerLynne Parker, Director, Organizational Resources Ana BondocTuyet Nguyen

Cristina UmanaIan Worang

Strategic DevelopmentDrew Wesley, Director, Strategic DevelopmentKathleen Kelly, Manager, Information TechnologyAhmiel AbatHoward Clarke

Zarko DudicDave McLeod

Call CentreClive Jones, Director, 211 and Call Centre ServicesAngela Shiga, Manager, 211 Call Centre Stephen Paquette, Supervisor, Specialized ServicesDon Shiga, Supervisor, 211 Call Centre

Joanna KupibidaDeborah MandellJennifer MuttartJuan NunezGerard PaibomsaiMeri PerraCarrie Anne PryceDiane RamseySandra RegnierSusana RiquelmeLisa RobinsonVicky RoyDan RutembesaNarima ShawKarine SilverwomynBrent SouthinMary SteenFirehiwot TibebuAlitizia TyminskiJolene WalshStacey Williams

Quinn AndersonDarryl Appelman Irene BarbozaRichard BeaudryMadhu BectorKelly BethuneJulia BrackenburyLuisa CappellaroCindy ChanLouise ChanSilvia ChavezAndrea CleggTerry CollinsJoe CrawfordSandy CunninghamMichael FabelloJune HoseinJohn JenningsSophie JiangBobbi Jo KokomoAzza Kouta

Volunteer Management AdvisorsGeorge CrossmanJanet DowningTim Hodapp

Bill SolomonMark Surman

StudentsStephanie BrownLaura GoldIan Kerr

Jason LewisShawn Lowes

Board MembersMarvin Givertz, PresidentIvan McFarlane, Vice-PresidentJohn Stammers, TreasurerCheryl Buchwald, Secretary

Jackie IrvingKeith MartinDennis LongWaqar Zaidi

Ray ChesherSudhir HandaJane HendersonDiana HiltonTimo Hytonen

ConsultantsNick BreaksDaniel DoaneJonquil EyreCarol FeeneyDarcelle HallAlan HeiseyKarl Jaffray

Svetlana KomarovskyGord LewisFraser McDonaldEdward McDonnellJanet MurrayRosemary SparksDeb Woods

Former staff members

Allyson Hewitt, Executive Director

The following people made significant contributions to CIT's success:

Tracy BarberPaul CowanSusan EwingJean GreenbergKirsten Kamper

Amber MeredithMartin RoebuckJulie WagnerGen Walsh

Supports business development activities of senior staff.

1 Getting on Board3 Moving Information Forward 4 211: Mapping the Vision6 Call Centre Services8 Information Services10 findhelp Project11 Professional Training Services12 How We Connect

Table of Contents

Community Information Toronto, 425 Adelaide St W, 2nd Fl, Toronto, ON M5V 3C1Phone: 416-392-4605, Fax: 416-392-4404, [email protected], www.communityinfotoronto.org

Making Connections


© 2003 Community Information Toronto

Black and white photographs by Laurence Siegel

The agency is financially supported by and is a member of

InformOntarioInformCanada

Documents

Community Information Toronto - Findhelp · Community Information Toronto, 425 Adelaide St W, 2nd Fl, Toronto, ON M5V 3C1 ... CIT's call centre, database and web products have been