211 Information and Referral Services Research

Telecommunications and 211: A Primer - May 2002 (PDF)

"211 State by State:" A Periodic Report on the National Implementation of Three Digit-Accessed Telephone Information and Referral Services - February 2002 (PDF)

Helpful social services are often readily available to people in need but can be exceedingly difficult and confusing to locate and access. Since the early
1970s, Information and Referral (I&R) services have aided those in need of agency assistance in negotiating the labyrinth of appropriate social
services, locating appropriate agencies, and securing their help. I&R services, however, have tended to operate on a local basis with few standards to guide them. In July, 2000, the Federal Communications Commission officially designated "211" as a toll-free, easy to remember number to dial for access to I&R and social services. It now falls to individual states to take advantage of the FCC ruling and implement 211 access to I&R. As part of a growing national movement, TIPI is conducting research nationwide to assist the Texas Information and Referral Network (part of the Texas Health and Human Services Commission) in the implementation of 211 on a statewide basis. Within three years, it is hoped that Texas residents in need of help ranging from homeless shelters to agencies on aging to suicide hotlines will be able to dial 211, 24 hours a day, and receive comprehensive, knowledgable Information and Referral counseling. Current research focuses on operational and proposed 211 (and similar I&R) systems in other states, determining operational models and potential costs.

The original report was written in the spring of 2001 in order to assess the state of 211 services nationwide. The newly approved telephone number to route callers to health and human services referrals promises to be a highly useful mechanism for more efficiently serving people in need. The information here was collected primarily through telephone calls, email contacts and by searching web sites, and we caution readers that, given the pace of change in these efforts, it is incomplete. These documents represents a first view of the evolving service communities' implementation efforts and is designed to highlight strategies, difficulties, and successes. It is a working document, and we plan to update it periodically. If you have additional information to provide, please contact Judy Windler, the project sponsor, at Texas Health and Human Services, judy.windler@hhsc.state.tx.us. The Telecommunications and 211 Primer summarizes topics important to communities thinking about or involved in launching 211 services.

Helpful Links:

Texas Health and Human Services Commission

National 211 Collaborative