The first 211 service opened in Toronto in 2002. For the last 24 years, 211 has grown to become a well-known lifeline of information, referral and navigation services available across Canada. Offering access in over 150 languages and operating 24/7 in many parts of the country, highly trained 211 Navigators provide compassionate support and help people find community and government services. In 2024 and 2025, 211 service partners answered over 1.2 million contacts received by phone, text, chat, and email.

Stories of Hope and Relief

The aftereffects of the pandemic continue to impact communities and people living in Canada. The 211 service has been a key resource for coping with financial anxiety as inflation skyrockets and more people fall behind.

One Navigator shared a story about a senior who experienced an unexpected reduction in benefits that made it impossible for them to buy bread; 211 connected them to a food bank to access the food they needed while they planned for the change with their benefits.

“I could hear in their voice when they thought hope was not lost”

Another Navigator connected a woman to emergency shelter for herself and her three children after fleeing violence. She needed access to transportation and a shelter that was adapted to her needs as a woman who is Muslim.

“Being able to connect them with those resources is life-changing”

Helping someone find vital services can be a lifeline. Providing hope for the future and immediate relief are just some of the ways that 211 Navigators can help.

Behind the Calls: Voices of 211 Navigators

“I think I was destined to do this kind of work”

Each call is unique and engages empathy from Navigators. Some calls can bring emotional challenges. One of the ways that Navigators carry on with challenging calls is to remember their motivation and purpose.

“I think we really change lives. When you’re lost and you don’t know what to do, people know they can call us, and a real person will answer.”

In several municipalities, 211 services partners are collaborating with local governments and community service providers in developing and implementing crisis response initiatives. Many Navigators do wonder what happened to the person they spoke with.

“There’s tons of calls where I wonder, I hope this person got the help they need – shelter, crisis relief – we can advocate but we don’t really know the end result and that’s impossible for it not to linger on your mind.”

Navigators will also remind callers that 211 is there 24-7, and that they can call back to speak to someone who can offer the help they need.

Community Navigation with Compassion

The 211 service is often heralded as a gateway for information and referrals; helping people find services in an increasingly complex landscape of social, community and government services.

Navigators have access to databases with hundreds of government and social service resources. Callers have all kinds of questions: a health screening for their newborn, a person seeking shelter, someone calling about home care for an elderly person, a retired person seeking social activities, a caller seeking mental health support for a family member.  What we hear unequivocally from 211 Navigators is how deeply they care about every person who calls.

“We are here to support them”

Everyone has a story, and Navigators take the time to listen and find the right referral for the right need at the right time.

“I can be here as a presence, I can listen”

Celebrating 211 Day: Real People, Real Help, Real Hope

On February 11, we celebrate the meaningful work that Navigators do every day. Supported by a network of 19 service partners, 211 community navigation allows people to find the solutions they need. One call opens the door to hundreds of services.

“Our goal is to help people be better equipped. A small step like contacting 211 can open big doors”

211 is more than a phone number. When you call, you reach someone that offers hope, dignity, and practical solutions. When you’re not sure where to turn to tackle a complex issue, 211 is just a call, text, or email away.