Initiative Overview

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Initiative Overview

• BC 211 Initiative

Presented by
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What we will cover

• What is 211
• Progress to date current status
• What next, and how does this involve you?

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What is 211?

• The 211 service is an integrated telephone and
  web system of help for information about
  community services.

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Distinct Yet Complementary

• 211 Community information referral
• 311 Municipal govt services police
  non-emergency
• 411 Directory assistance
• 511 Canada reserved but not assigned. US
  traffic information
• 611 Telephone repair assistance
• 711 Message relay service
• 811 Non-urgent health care telephone triage
  services (Canada). US contractors others to
  call before conducting excavation activities.
• 911 Emergency services

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Who would call 211

• A senior citizen wanting home care support to
  live independently.
• A recent immigrant needing language employment
  training.
• A family searching for child care services in
  their community or close to work.

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Who would call 211

• A concerned neighbour trying to help a friend in
  an abusive relationship.
• A family trying to find services for their son
  with a newly diagnosed illness.

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Canadas 211 Initiative Goal

• To ensure that one-third of Canadians in at least
  five provinces have access to 211 by 2008, and to
  extend 211 to all Canadians by 2011.

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The 211 Success Story

• 211 serves over 56 of the US population--169
  million peoplethrough 189 active systems in 40
  states (15 with 100 coverage) plus Puerto Rico.
• 211 system serves 15 of the Canadian population
  through centres in Toronto, Edmonton, Calgary,
  Niagara and Simcoe.
• In 2006, Quebec City will commence service,
  becoming the worlds first 211 centre operating
  primarily in French.
• By the end of 2006, Canadas first province-wide
  211 service is expected to be up and running in
  Nova Scotia.

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211 serves the public interest

1. Provides a cost-effective efficient way for
   people to navigate the complex maze of human
   services agencies and programs.
2. Connects people seeking services or volunteer
   opportunities with appropriate community based
   organizations and government agencies.
3. Supports prevention fosters self-sufficiency by
   making services easier to access.
4. Helps efficiently allocate resources by
   identifying service gaps emerging local needs
   by collecting call data.

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U.S. Cost Benefit Study

• 211 would ultimately provide American taxpayers
  up to 1.1 billion in net value over the next 10
  years.
• The benefits of 211 systems increase over time,
  as new, innovative uses are employed for the
  number.
• University of Texas Ray Marshall Center for the
  Study of Human Resources for United Way of
  America

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Canadian Cost-Benefit Study

• A Canadian 211 system would provide significant
  savings for individuals, government and other
  organizations, with total benefits exceeding
  total costs by a factor of more than two to one.
  
• A baseline scenario of 10 information centres
  providing around the clock service, found a net
  present value (NPV) of 202 M.
• Deloitte for United Way Canada

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BC Cost-Benefit Study

• A provincial 211 system in BC could provide total
  benefits that outweighed total costs by a factor
  of 2.4 to 1 and a NPV of 38.9M over 10 years.
• The annual benefits, when the system has reached
  capacity, are expected to be 11.6M while ongoing
  costs to operate the system are expected to be
  4.9M.
• Deloitte for United Way of the Lower Mainland

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Qualitative Benefits

• Individuals Agencies
• Self Reliance
• Early Intervention
• Support for Homelessness Initiatives
• Improved Staff Job Satisfaction
• Reinforce Social Safety Net
• Multi-language support

BC 211 Business Case - Deloitte
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Qualitative Benefits

• Government
• Reduced Government 1-800 Lines
• Reduced Volume to Government 1-800 Lines
• Reduced Calls to Politician Offices
• Improved Customer Service by Government

BC 211 Business Case - Deloitte
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Overall 211 will offer

• Improved Service
• Improved Program Reach
• Proactive Service Provision
• Community Building
• Timely Information
• Alternative to 311 and 911

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Partnership Phase ProjectBC 211 Initiative

• Status Update

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BC 211 Initiative

• The goal of the BC 211 Initiative is
  provincewide, free, and confidential, access to
  information about non-emergency social, health,
  government and community services through an
  effective, efficient, and sustainable 211
  service.

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BC 211 Objectives

• To connect British Columbians to services
• To provide mechanism to navigate services
• To compile and maintain information
• To establish 211 as the first point of contact
• To achieve government's commitment

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BC 211 Objectives

• To promote value of social service sector in BC
• To enhance community planning
• To create economies of scale around
  administration in the delivery of Information
  Referral services in BC
• To meet the CRTC defined success criteria
• To be fully integrated in North America-wide 211
  service delivery system.

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Where BC 211 Development is at Today

• INITIATION PHASE
• Awareness/education
• Partners come together 
• COLLABORATIVE PHASE
• Business Plan Development
• PARTNERSHIP DEVELOPMENT IMPLEMENTATION PLANNING
  PHASE
• Partnership agreements in place
• Select viable model develop plan for
  implementation
• Funding in place for implementation
• OPERATIONAL PHASE
• Next phase plan approval

Today
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BC211 - Phase Summary
Collaborative Phase (Business Plan Dev.)
Partnership Development Implementation
Planning Phase
Implementation Phase
Informs
Operational Phase
Go-Forward Governance (BC211 Board Directors?)
Current Governance (BC211 Steering Committee)
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How You Can Help

• During the Partnership Development
  Implementation Planning Phase, you can help by
• Copy to change as required

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To Learn More

• Contact Us
• Martin Addison
• Vice President,
• Organizational Planning Operations
• Phone (604) 268 - 1324
• E-mail martina_at_uwlm.ca
• Mary Prodanovic
• Manager,
• Organizational Projects
• Phone (604) 268 - 1311
• E-mail maryp_at_uwlm.ca

• Links
• The BC 211 Initiative www.bc211.vcn.bc.ca
• Canada www.211.ca
• America www.211.org
• (GOVT CONTACT AS NEEDED)

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BC 211
Questions and Feedback
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BC 211

• Thank you