Information and Referral

We provide information and referral services for specialized help lines that support community and government programs, including 211, the Alcohol and Drug Information and Referral line; Responsible and Problem Gambling, VictimLink, and the Shelter and Street Help Lines.

Our contact centre team responds to public inquiries 24/7 by phone, text, email and webchat. Services are free and confidential, and interpretation is available in over 150 languages to assist people looking for help.

Our contact centre team of Community Resource Navigators, have backgrounds in victim service, crisis response and social work. Navigators participate in eight weeks of initial training, followed by ongoing coaching, case study review, and specialized training (e.g. cultural sensitivity).

Community Resource Listings

Our resource database lists over 15,000 community and government programs and services. Database Curators regularly update resource listings to ensure accuracy and accessibility. New records are continually added as new community programs and services are launched. Database listings are analyzed and monitored to ensure people have access to current information related to emerging community issues (e.g. pandemic response, wildfires, floods, etc.).

Data Analysis

Our data includes information about community services that are available (resource records) and the needs of the individuals seeking help (contact data). Analysis of this data quantifies service demands, historical trends as well as any apparent gaps that exist when needs are unmet. This information is shared with funders and partners to identify the opportunities and/or challenges that exist. Similarly, this information is valued by social policy planners and other community focused organizations that aim to address health and social services challenges.