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February 11 (2/11) is National 211 Day! Every year on this day United Way Centraide and service partners across the country come together to celebrate 211 and raise awareness of its crucial role in helping people and communities thrive.
211 is a free, confidential information and helpline service for anyone looking for community and social resources close to home. With support available in more than 150 languages, it can be reached by dialling 2-1-1 at any time of day or night or by visiting the 211 website. United Way Centraide Canada is proud to be a founding partner of 211 in Canada.
To mark this important day, we spoke with 211 Navigators from across Canada to learn more about what they do, the issues they’re hearing about, and what they love most about their jobs. As the caring people on the other end when Canadians contact 211, Navigators are the beating heart of this vital service.
As one Navigator told us, “The best description that I have heard over the years is that 211 is essentially air traffic control for human services.”
211 Navigators listen, support, and guide people to the services that best meet their needs, whether they’re looking for food and housing support, services for children or seniors, government resources, or anything in between.
“Navigators are the bridge that connects social, mental health, and government supports to the community,” says another Navigator. “We are a listening ear, a community directory, and a human connection in the growing digital age.”
With around 700,000 contacts made to 211 each year from across Canada, 211 Navigators have an up-close-and-personal understanding of the social issues impacting Canadians.
“Food insecurity is a big issue, especially for people who have lost their jobs,” says one Navigator. “We also hear a lot from seniors who are isolated and need help at home.”
Another Navigator echoes these observations. “We get a lot of requests about how to create social connections for people who are marginalized or isolated. Requests for food assistance have also increased significantly, and housing needs are also very common. And a lot of newcomers call to be directed to local services.”
Being a 211 Navigator is not without challenges. Navigators agree that helping callers manage an active crisis can be one of the most difficult parts of the job.
As one Navigator says, “We de-escalate crises, uncover hidden needs, validate experiences and emotions, and provide practical referrals, all while fostering a safe space.”
But, as another shares, Navigators are experts at managing even the toughest conversations: “Our work is crucial in ensuring individuals get connected to the services they need. Navigators are resilient, resourceful, and have excellent problem-solving skills that help us address challenges and make us great at what we do.”
All of the Navigators we spoke with expressed their deep passion for their work and gratitude for the impact 211 is creating in communities nationwide.
“It’s a privilege to work with 211,” says one Navigator. “We should not trivialize the simple act of giving someone hope or referring someone. I really appreciate this discreet, confidential relationship of assistance, and it’s really effective.”
211 is only possible because of the dedication, compassion, and expertise of 211 Navigators and the entire team behind the service’s success — from IT and administrative professionals to human resources experts, data curators, and everyone in between. The United Way Centraide community and our service partners nationwide are proud to celebrate their impact today and every day!
We also extend our deepest gratitude to the generous donors whose contributions empower the growth and impact of 211. United Way Centraide Canada continues to advocate for sustained national funding for this vital social service as it connects people across Canada with the resources and supports they so urgently need.