2-1-1 Information Services
2‑1‑1 is a free telephone number providing access to
local community services. 2‑1‑1 is available in multiple languages, allowing
those in need to access information and obtain referrals to physical and mental
health resources; housing, utility, food, and employment assistance; and suicide
and crisis interventions. 2‑1‑1 also provides disaster preparedness, response,
and recovery during declared emergencies.
· Disaster-Only 2-1-1 Dialing
Implementation
· How 2-1-1 Works
· History of 2-1-1
·
2-1-1 Resources
How 2-1-1 Works
2-1-1 services are operated by county-based entities that
coordinate with local human services agencies and by providers who connect
callers to local community services. These entities and providers are members
of the California Association of Information and Referral Services (CAIRS) and
partners of 2-1-1 California, which works with local, state, and federal
government agencies on social services and coordinates with regional 2-1-1
service providers during emergencies and disasters. Each individual service
provider establishes and maintains a database of community service programs and
agencies for the county or counties it serves and updates the database at least
once annually.
To provide 2-1-1 service, providers and entities first
apply to the Commission for authority to provide these services. The Commission
reviews the application for compliance with Commission requirements, a process
that takes around six to twelve months. If the Commission approves the
application, the provider must roll out service within one year.
When a caller dials 2-1-1, a local exchange carrier (LEC)
routes the call to the authorized 2‑1‑1 provider in the caller’s county. The
provider receives the call and connects the caller to the appropriate programs
and agencies drawn from the provider’s database.
History
In 2000, the Federal Communications Commission (FCC) issued
an order reserving the 2‑1‑1 dialing code for providing
non-emergency community information and referral (I&R) services. The FCC’s
order recognized and encouraged the states to implement 2‑1‑1 dialing for
access to I&R services.
In response, the Commission issued Decision 03-02-029 in 2002,
determining that 2‑1‑1 services are to be rolled out by county and establishing
administrative procedures for implementing 2‑1‑1 dialing in California. Organizations
seeking to provide I&R services must apply to the Commission for authority
to use the special code.
The Commission issued its first 2‑1‑1 authorization in
2003 in Resolution T-16776, granting the Information and Referral Federation of
Los Angeles County the authority to use the 2-1-1 dialing code to provide
I&R services in Los Angeles County. Since then, the Commission has
authorized 2‑1‑1 dialing service in 52 counties, covering 98.5% of California’s
population. The latest county to be granted authorization was Placer County in March 2020.
6 counties, representing approximately 0.5% of
California’s population, still lack 2-1-1 service. The Commission is working
with various agencies and nonprofit organizations to extend 2-1-1 service to these
remaining unserved areas.
2-1-1 Resources
·
2-1-1 After-Action and Annual Reports
·
211.org
·
2-1-1 California
·
California Alliance of Information and Referral Services (CAIRS)
·
FCC page on 2-1-1
North State
Counties without service: Modoc, Placer, Plumas, Sierra,
Yuba
Bay Area
Central Coast
Central Valley and the Sierras
Counties without service: Amador, Tuolumne
Southern California