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WIN 211 Vision
Washington
Information Network 2-1-1 (WIN 211) is dedicated to creating a
linked, comprehensive Information and Referral service for Washington State.
Our vision is to provide:
- Washington state residents with a single, easy-to-use phone number
by which they can obtain information on health and human services.
- Accurate and specific information on local resources contributed by
community agencies that also have access to state and national
information.
- Residents and professionals with access to a standardized health
and human services database via the Internet.
What is 2-1-1?
2-1-1 is the three-digit telephone number assigned by the
Federal Communications Commission for the purpose of providing quick and easy
access to information about health and human services. 2-1-1 has emerged from
the nation’s Information and Referral (I&R) industry, which operates as a
critical part of the health and human service delivery system. Professional
I&R specialists work with callers to assess their needs, determine their
options and a best course of action, then direct them to appropriate
programs/services, provide culturally appropriate support, intervene in crisis
situations, and advocate for the caller as needed.
As of February 2007, 2-1-1 is serving approximately 196 million Americans –
over 65% of the U.S. population; 212 active 2-1-1 systems covering all or part
of 41 states (including 19 states with 100% coverage) plus Washington, DC and
Puerto Rico.
What are the problems that
2-1-1 addresses?
- Who does a single mother call when she has no food and her children
are hungry?
- Who do you call when an earthquake strikes and disrupts public
services?
- Who does a worried father call to find drug counseling for his
teenager?
- Who do you call when an older parent needs support to continue
living independently?
- Where does a new immigrant family go to sign up for English
language classes?
Information and referral services can answer these questions and
hundreds more. But most people don’t know information and referral exists.
2-1-1 will change that, bringing familiarity and ease of use across the state.
In addition, 2-1-1 stores an efficient and accurate database of current
community resources and has the capacity to track gaps in services for various
community needs.
In a time when budget cuts will most likely reduce services and accessibility
to information about services, 2-1-1 can help fill the information gap. 2-1-1
provides a cost effective, efficient way to connect people with the services
that are available.
Who is leading the effort to
implement 2-1-1 in Washington State?
Washington Information Network 2-1-1, a nonprofit 501(c)(3)
corporation registered in the state of Washington, is leading the effort. It is
a collaboration of more than 30 organizations that include comprehensive and
specialized information and referral services, United Ways throughout
Washington, key state agencies, local community action programs, and committed
private individuals. WIN 2-1-1 members come from rural and
urban areas and from both east and west of the mountains. WIN 211’s
goal is to ensure that every Washington citizen has immediate access to health
and human services information, emergency and disaster response information,
and public health information.
How will service quality be
maintained?
National standards for 2-1-1 call centers have been established
by the Alliance of Information and Referral Systems. These standards include
accreditation of call centers and certification of Information and Referral
Specialists. These standards have gained acceptance around the country as the
standards for 2-1-1 call centers. WIN 211 has adopted the
National Standards for 2-1-1 call centers in Washington.
What if I have trouble
dialing 2-1-1?
Callers from
businesses and organizations with standard land-based phone systems should be
able to pick up the phone and dial 2-1-1 with no problem.
For
organizations with in-house PBX telephone systems, programming modifications
may need to be made to enable three-digit dialing to ensure that employees have
easy access to 2-1-1. Typically, your telecommunications staff or a service
provider can make this simple adjustment.
Callers from locations served by a PBX may need to dial 9 (or another
prefix) before entering the 2-1-1 code, just like any other outside call.
Washington
Information Network 2-1-1 encourages
PBX administrators to implement the necessary programming changes to facilitate
2-1-1 dialing for users. A 2-1-1 specialist can also be reached during normal
business hours by dialing 1-877-211-9274.