211 receives digital referrals through eFax and eReferral Ontario (Ocean Network), enabling secure, real-time referrals for patients impacted by social determinants of health.
Community Navigation:
211 Community Navigators provide telephone-based support to clients. Calls display as “211 Ontario,” so clients can easily identify the caller. When responding to eReferrals, Navigators contact clients using information from the eReferral notes, reducing the need for clients to repeat their story.
Activities include verifying client needs and providing information. Advocacy, with client consent, may include booking appointments, warm transfers or three‑way calls to directly connect the client to service. Follow-up calls are made to assess progress and identify interconnected needs. Additional calls continue until needs are addressed or no further assistance can be provided.
The Data:
All community navigation activities are tracked and performance metrics reported, including referrals received, client contacts, talk time, call transfers, and voicemail messages. All calls are recorded and securely stored for 30-days to support quality monitoring and assurance.
211 is not a HIC (Health Information Custodian) and collects only PI (personal information) necessary to deliver community navigation services.
211 uses a BI (business intelligence) system to collect and report client-level data, including referral sources, client demographics, identified needs, referrals provided , and service outcomes. Aggregate reporting is used to measure outcomes and identify needs, unmet needs, and referral response rates. Reporting can show trends over time and provide detailed analysis by postal code. For eReferrals received through EMRs and the Ocean Network, outcome reports (closed-loop) are sent directly from 211 into the patient’s medical chart.
Ontario Caregiver Organization and Helpline
As part of the 211 Ontario network, Community Connection’s Community Navigators answer the 24/7 Ontario Caregiver Helpline, offering information about caregiver services and support to all caregivers regardless of age, diagnosis or where they live. In 2022, Community Connection assumed oversight of the partnership and is working with the Ontario Caregiver Organization team to explore how we can improve our impact on caregivers.
Good2Talk Helpline
As part of the 211 Ontario Network, Community Connection’s Community Navigators answer the 24/7 Good2Talk helpline, a free, confidential support service for post-secondary students. After determining the caller’s need, our team connected the caller with a Connex Ontario or Kids Help Phone counsellor. Last year, our team played an important role in reducing the number of abandoned calls during the evening.
ReportON
As part of the 211 Ontario network, Community Connection’s Community Navigators answer the 24/7 ReportON, a provincial line to report suspected abuse or neglect of adults with developmental disabilities.