The 211 Project - The Toronto Employment Directory

August 9, 2001

CRTC ASSIGNS ACCESS NUMBER 211 TO PUBLIC
INFORMATION AND REFERRAL SERVICES

OTTAWA-HULL - The Canadian Radio-television and Telecommunications Commission (CRTC) has assigned access number 211 to a new, toll free service that will supply information and referrals about community, social, health and government services.

The United Way of Canada and a number of other agencies brought the application for three-digit dialling access to the Commission last year. In its bid for the access number, the United Way group was supported by many parties, including municipalities, regional and provincial governments, local distress centres, Kids Help Phone, volunteer centres and community medical services.

Access Numbers

In North America, three-digit access numbers are reserved for specific services. Until now, in Canada, the only access numbers left were 211 and 311. 411 service is used for directory assistance. 511 has been held in reserve in Canada for access to Message Relay Service (MRS) by hearing persons to communicate with deaf persons, and 711 provides access to MRS by the deaf. 611 is used for telephone repair assistance, 811 is currently reserved for telecommunications service providers' business offices and 911 is used for emergency services.

Guidelines for Assigning Three-Digit Access Numbers

In mid-2000, the United Way and the Canadian National Institute for the Blind applied to the CRTC for the use of three-digit access numbers. In November 2000 the CRTC asked for public comment on how to make the best use of the unassigned three-digit access numbers.

Respondents included telecommunication companies, government representatives, non-profit organizations, various enterprises and private citizens. Applicants and other parties took advantage of the opportunity to contribute to the development of these guidelines.

Taking all the input into account, the CRTC established the following guidelines for assigning a three-digit access number:

• There is a compelling need to serve the broad public interest that would not be satisfied as effectively or efficiently by other dialling arrangements;
• The number is to a specific service or services, not to an organization;
• Assigning the number will serve the broad public interest (including providing access to the telephone network to disadvantaged individuals or groups);
• The service does not confer a competitive advantage on those providing it;
• The services reached by the number are available over a wide geographical area and are provided for full-time or extended hours; and,
• The number does not pose a conflict with the North American Numbering Plan and is in keeping the guidelines of the Canadian Steering Committee on Numbering.

United Way Group Application

The United Way group applied in June 2000 for the use of 211 to provide non-commercial, Canada-wide access to information and referrals.

In its application, the United Way group said organizations taking part in the information and referral services would have to meet standards developed by social service agencies and would have to be endorsed by local government.

Providers of information and referral services will have specialists to assist callers and a database of information about community and government services. There will also be standards for the use of various call centre technologies, access for people with disabilities and multilingual access.

At first, the service will be offered 70 hours a week. The aim is to extend this to 24 hours a day, seven days a week. It is expected that the services will be established nation-wide over the next ten years.

While access to the 211 service will be free to the public, long-distance charges will be negotiated with the carrier and paid for by the information and referral service provider. Telecom carriers will be responsible for implementing 211 dialling.

Reference document: Decision CRTC 2001-475 crtc.gc.ca

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