2024
2025
Annual Report
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Message from the Executive Director and Board Chair
Theresa Redburn, Board Chair
The challenges are immense. Housing instability now surpasses health as the most pressing gap, and its ripple effects are felt across food security, employment, well-being, and community belonging. As you’ll see in the numbers that follow – and in the caller stories and partnership highlights that bring those numbers to life – the scale of unmet needs continues to rise, and with it, the urgency of our work. Still, we see strength every day in the resilience of our navigators. They meet the moment with compassion and skill, offering a steady human presence amid uncertainty. Their work is a reminder that connection is not simply part of what we do – it’s what makes 211 a lifeline.
We extend our deepest gratitude to our major funders – the Ministry of Children, Community and Social Services, the Ministry of Emergency Preparedness and Response, the Ministry of Citizenship and Multiculturalism, along with local United Ways and municipalities across Ontario. Their support, alongside that of our partners and frontline staff, makes this work possible. United Ways across Ontario, United Way Canada, and our provincial service partners have walked alongside us as we navigate change. Together, we are taking bold steps to optimize the 211 system so that it can meet the challenges of today and tomorrow.
That same strength in connection is clear in the way our partners work across sectors and communities to reimagine what 211 can be. Collaboration, innovation, and resilience run through this year’s story. By working together across the province, we are not only responding to growing needs but also building a stronger, more responsive system for the future.
Looking Ahead
Innovation will play a vital role in helping us continue to meet the moment. Our digital transformation roadmap is guiding us toward faster, more accurate, and more accessible service – while keeping human connection at the core.
• We’re improving our website search to be easier to use.
• We’re exploring how AI and other digital tools can create efficiencies, so navigators can spend more time in meaningful conversations.
• We’re investing in cybersecurity and data privacy to protect the trust placed in us.
• And we continue to learn from our Community Panel, whose insights ensure we use technology responsibly and ethically.
These efforts are not about replacing people – they are about empowering them. Technology can enhance the service, but it’s the human touch that defines 211. As we look forward, we are inspired by the courage of those who reach out for help, and the dedication of those who answer the call. With your continued partnership, we will keep meeting the moment – finding strength in connection, and building a stronger 211 for the future.
Theresa Redburn, Board Chair
“Housing has emerged as the greatest unmet need – and it impacts every other area of life.”
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Outcomes
Behind every number is a person who reached out – and a connection that made a difference.
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Partnership Highlights
Strong communities are built on strong connections. 211 Ontario works alongside Provincial Service Partners, and local and provincial sector partners to meet the moment together, ensuring people can reach the supports that matter most.
Timiskaming Older Adults Online Resource Directory: Empowering Seniors Through 211
In Northern Ontario’s Timiskaming region, many older adults face daily obstacles that go beyond health concerns – getting a ride to an appointment, finding a meal service, or simply knowing where to turn for support. These challenges can leave seniors feeling isolated and families stretched thin.
To respond, the Lakehead Social Planning Council, 211 North, and Northeastern Public Health (Porcupine Health Unit) worked alongside seniors’ groups and health care providers to create something practical and lasting. Guided by input from older adults and caregivers, they launched the Timiskaming Older Adults Online Resource Directory – a simple, easy-to-navigate digital hub built on the 211 database.
The directory brings everything into one place: transportation services, home care, social programs, meals, and more. Community events and outreach helped spread the word, making sure both seniors and caregivers knew help was just a click away. For many families, the tool has eased worry and uncertainty. Seniors feel more confident about living independently, while caregivers spend less time searching and more time caring. Service providers, too, now have a clearer path for referrals. As one caregiver shared: “It’s comforting to know that everything we need is in one place. This online guide takes the guesswork out of finding help.” This partnership is more than a project – it’s a step toward dignity, connection, and independence for Timiskaming’s aging population.
Bringing Resources Closer to People Who Need Them Most
When the demand for mental health and addiction supports began to surge in Peel, Ontario Works (OW) staff often found themselves spending valuable time just searching for the right services. Clients in urgent need were left waiting. In 2023, the Region of Peel’s OW unit partnered with Findhelp | 211 to address this challenge head-on. With provincial emergency funding, they launched the Community Resource Information Portal – a tool designed to give staff quick, reliable access to local supports.
The portal makes it possible to generate location-based service lists, tailored to each client and printable on the spot. This small but powerful change has helped remove transportation barriers and ensured that referrals happen quickly, with up-to-date information.
The collaboration didn’t stop there. Working with Peel’s senior leadership, Findhelp added a real-time data dashboard that tracks client needs, referral trends, and service demand across the region. These insights now inform decision-making and allow leaders to respond faster to emerging issues.
The results speak for themselves: staff are more confident in connecting clients to trusted, nearby services, while clients get help when and where they need it. The success of the initiative has secured multi-year funding and expansion plans, including integration with housing services and local poverty reduction efforts. Together, the partners are shaping a more responsive, compassionate system – laying the groundwork for a community where support is always within reach.
Ontario Corps: Strengthening Communities Through Emergency Preparedness
When a flood, fire, or ice storm hits, people need help fast. Ontario Corps brings together skilled professionals and trained volunteers who mobilize within hours to support communities in crisis.
In 2025, the Ontario government invested $10 million in emergency preparedness grants to strengthen this system. So far, 14 partners – including 211 Ontario – have joined the effort.
Partners used the funding to buy GPS units, portable shelters, canteen trucks, and emergency food kits, and to train volunteers in drone piloting and search-and-rescue. When an ice storm knocked out power to thousands earlier this year, Ontario Corps partners stepped in. They logged more than 6,000 volunteer hours, cleared debris, served meals, and checked in on vulnerable residents. "Ontario is protecting communities from all threats – from wildland fires to flooding, ice storms or whatever else may come our way,” said Jill Dunlop, Minister of Emergency Preparedness and Response. “With Ontario Corps partners like 211 Ontario, we’re building made-in-Ontario solutions to support local emergency responders as soon as they’re needed.”
Ontario Corps now equips communities to respond faster and recover stronger – and 211 is proud to play a key role in supporting residents when they need it most.
Men’s Helpline Ontario: Supporting Change, Preventing Violence
For years, men in Ontario had nowhere to turn when they faced crisis or struggled with harmful behaviours. 211 Ontario and Family Service Ontario are changing that by launching Ontario’s first province-wide Men’s Helpline, with support from the provincial and federal governments.
Backed by a $2.6 million investment through the National Action Plan to End Gender-Based Violence, the helpline launches in Fall 2025. It offers men confidential, judgment-free support – whether they’re in immediate crisis or seeking to change harmful patterns. Family Service agencies will provide specialized counselling, while 211 will connect callers to food banks, employment programs, and income supports to ease the pressures that can fuel violence.
"Gender-based violence services must ensure that every individual has access to the support they need,” said Charmaine Williams, Associate Minister of Women’s Social and Economic Opportunity. “This means not only providing critical resources for women who experience violence, but also recognizing the importance of supporting men who are seeking help to break the cycle in their own lives.”
By addressing root causes and providing timely support, the Men’s Helpline helps men change course, strengthens families, and builds safer communities across Ontario.
Community-Based Racism Reporting and Referral Service in Kingston: Giving Victims a Voice
Incidents of racism and hate often leave people feeling silenced, isolated, and unsure where to turn. Traditional reporting channels can feel intimidating, discouraging many from speaking up. In Kingston, community leaders recognized the need for a safe and accessible way to report these experiences and connect with meaningful support. Working alongside an advisory group connected to Kingston’s Anti-Racism Task Force, 211 Ontario, Findhelp and local partners co-designed the Community-Based Racism Reporting & Referral Service. Built on the 211 system, the service provides a trauma-informed, confidential channel available 24/7 in more than 200 languages. The rollout is happening in phases. The first phase introduced an online self-reporting option, allowing people to share their experiences directly and at their own pace. Future phases will expand the model so 211 navigators can connect callers with local supports such as counselling, peer networks, and advocacy organizations. At the same time, the service collects race-based and social-identity data to uncover systemic barriers and help shape future policy.
“This initiative is a continuation of important work in our community,” said John DiPaolo, President & CEO of United Way KFL&A. “Thanks to the leadership of Kingston’s Anti-Racism Task Force, we are coming together to ensure that people who experience racism are heard, supported, and connected to healing resources.” By creating a safe space for reporting and linking people to help, Kingston is building a more inclusive community where every voice matters.
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Caller Stories
Across Ontario, people turn to 211 when they don’t know where else to go. Each call is a reminder of the strength in connection – a moment when someone facing a challenge reaches out, and a navigator responds with support and hope. The stories below offer a glimpse into how 211 helps residents find the right path forward.
Mother Finds Mental Health and Financial Support
A Toronto mother, referred to 211 by the Assaulted Women’s Helpline, was overwhelmed by the weight of domestic violence, childcare struggles, and financial stress. Her children showed signs of anxiety, depression, and PTSD, and she felt stuck. She was unable to work more shifts because she couldn’t afford safe childcare. When she called 211, the Navigator listened with care and asked about her goals. Together, they mapped out options. The Navigator connected her with Strides Toronto for family counselling, the Canadian Mental Health Association for case management, and Kids Help Phone for her children. They also explained childcare benefits she had overlooked and referred her to the Toronto Small Business Enterprise Centre to support her dream of starting a business. Before ending the call, the Navigator offered a follow-up, which she gladly accepted. For the first time in months, she felt supported and hopeful, saying, “I felt like I was running on a hamster wheel before I called 211. You helped me see there are other options.”
Senior Finds Advocacy and Relief in Wellesley
In Wellesley, a senior with fragile health phoned 211 after spending a frustrating morning calling different agencies about a dead dog in the river near their retirement home. Each call left them waiting on hold with no solutions. When they connected with 211, the Navigator acted quickly. They located the Humane Society of Kitchener-Waterloo and Region of Waterloo Public Health, then offered to warm-transfer the senior so they wouldn’t have to start over again. After the Navigator explained the situation, the Humane Society agreed to help directly. The senior’s voice shifted from weary to relieved, as if a weight had lifted. “This was the most helpful conversation I’ve had all day. It’s the first time I’ve been able to smile from relief after everything I went through trying to get help this morning.”
Newcomer Finds Belonging and Legal Support in Ottawa
In Ottawa, a newcomer called 211 feeling lost and overwhelmed. They needed shelter, settlement services, and legal support but didn’t know where to start. The Navigator asked focused questions and identified immediate supports. They connected the caller with the Bruyère Centre for Immigrants, Ottawa Community Immigrant Services Organization, Community Legal Services of Ottawa, and the Francophone Legal Clinic. The Navigator also offered a follow-up call to make sure the newcomer felt supported beyond that moment. By the end of the call, the newcomer sounded more confident and reassured, knowing they had real help available. With gratitude in their voice, they said, “I love your service, and I’m ready to give you five stars because 2-1-1 is always there for me whenever I need it.”
Mother Secures Counselling for Her Son
In Halton, a mother called 211 for her 19-year-old son, who struggled with mental health and addiction challenges while moving into adulthood. She had tried to navigate services herself but felt overwhelmed and unsure where to turn. The Navigator listened closely and asked focused questions to understand his needs. They connected her with the Transitional Aged Youth Program at Youthab, which provides counselling, housing, employment, and paperwork support. The Navigator also shared additional counselling services to give the family multiple entry points for help. By the end of the call, the mother sounded calmer and steadier, knowing her son had clear pathways forward. She expressed her gratitude, saying, “I wasn’t expecting much from this call, but you gave us exactly what we needed. I feel calmer now, and my son has somewhere to start.”
Northern Ontario Youth Finds Friendship and Purpose
In Northern Ontario, a 16-year-old reached out to 211 after moving in with a relative. They felt isolated, having left behind their friends and community, and didn’t know where to find support. The Navigator asked about their interests and responded with targeted referrals to youth drop-ins, recreational programs, and job readiness supports. To provide continuity, the Navigator offered a follow-up call, which the teen accepted. Soon after, the youth began attending a local drop-in centre, where they built friendships and felt welcomed. They also started working on their resume through job readiness programs. The teen later reflected on the difference these opportunities made. “I didn’t even know that stuff was out there. It felt good to have something to look forward to.”
