Callers love Ontario's groundbreaking helpline
TORONTO, Nov. 24, 2011 /CNW/ - Ontario 211, the information helpline for
Ontario's community and social services, won a coveted award for
highest customer satisfaction from SQM Group. With a 92% satisfaction
level, 211 achieved the highest ranking for any call centre in the
government industry. SQM benchmarks over 450 leading North American
"This award represents good news for 211 and our callers," said Bill
Morris, Executive Director, Ontario 211 Services Corporation. "We're
proud to have been able to maintain our high standards of quality even
as we expanded the reach of 211 province-wide. And, we are very
pleased 211 was able to help so many callers address their needs with
211 is currently available to 94% of Ontarians. The goal of reaching
all Ontario residents will be met in the coming weeks through launches
in Cochrane, Temiskaming, Nipissing, Sudbury, Lambton, Elgin, Prescott
"211 represents an exceptional partnership by Ontario's United Ways,
municipalities, community data contributors, the Government of Ontario
and Canada to work together," said Morris. "Recently an agency in
London secretly tested 211 on behalf of the London Free Press. I really
can't say it better than to quote the editorial headline, "In helping
the public, 211 service hits a home run."
By connecting callers with the right community and social services, 211
prevents problems from spiralling into a crisis. 211's information and
referral specialists answered more than 560,000 calls in 2010. They
have access to information on more than 56,000 agencies, programs and
services across Ontario. 211's free, anonymous and confidential
helpline is available 24 hours a day, every day of the year, and is
available in more than 150 languages.
Ontario 211 Services Corporation is a non-profit supported by the
Province of Ontario, individual municipalities, local Ontario United
Ways, the Ontario Trillium Foundation and Citizenship and Immigration
Canada. Dial 211 or search www.211ontario.ca to find the right community and social services.
The survey for 211 and conducted by SQM is anonymous and confidential.
Following are some typical comments from callers during the survey:
"Very, very friendly, got the information I needed, they gave me more
than one resource."
"I'm legally blind so I find it very difficult to find numbers. They
help me no matter what the number is."
"She had local knowledge, she was able to connect me immediately to two
agencies I could speak with and she had detailed information on those
"I think it's a great service. I do a bit of paralegal work and it saves
me doing a whole lot of running around to find these numbers."
"Because it wasn't a machine and she was very pleasant."
"She was receptive. She was willing to try and get information for me.
She was understanding and did research as well."
"They asked me in depth questions making sure that they understood what
my need was and what I was looking for. So I really appreciated that."
"Because I have something I wanted to donate to a women's shelter or
unwed mothers. It was a gift that I didn't need and so they referred me
to two places and the second place was quite happy to receive it."
"They got me the appropriate person and that person called me back right
SOURCE Ontario 211 Services Corporation
For further information:
Media Contact Information:
Destiny Bedwell, Communications and Marketing Coordinator
Ontario 211 Services Corporation
Phone: 416-777-0211, ext. 225