About Findhelp

Our Vision:

People Connected. Communities Strengthened.

We act as a ‘front door’ to the complex system of human, social and health services (including crisis response) through multilingual 211 services and specialty lines.

We provide public access to information and community and social services through helplines, web directories, and specialized tools and training to navigate people towards the support they are seeking.

Our Advantage:

Expertise, Quality and Commitment

We provide highly skilled, accredited system navigation to people seeking support through crisis protocols, anti oppression and trauma informed frameworks

Impact and Reach

Over
250,000 supported

By phone, chat, text, email, follow-up

24/7/365
Free and confidential

Priority focus on vulnerable populations

Follow Up, Advocacy & Safety Planning

For priority populations

170+

available languages through interpretation services

24

Priority languages spoken by Findhelp staff

Operational Excellence

90% +
Satisfaction

Through an
automated, live
feedback quality
assurance system

100 %
InformUSA certified

We are InformUSA
accredited

95%
Trained on Mental
Health Recognition, Response and Suicide De-escalation

Through various
partners

Collaborating on the development of new technologies

● 211 Canada API
● Search Portal Platform
● Data Analysis and Export Platform
● Data Request and Tracking Portal
● TCCS Dispatch Portal
● Data blending with ConnexOntario and
Healthline
● Self-Service BI tools

Supporting staff across Canada

● 24/7 IT support for staff in ON, NB, NL
● Website support for 15+ search portals
● Fulfill data requests and BI reports
● Provide a platform for 211 partners to intake clients
● Assist API users with implementation issues
● Work directly with vendors on technical
issues and new features

Supporting partners

● Working with our partners, and using the
Findhelp data sharing infrastructure, we are
facilitating access to 211 data for
researchers, government and other non-
profits.
● Collaboratively working to improve the 211 system across Canada

Findhelp seeks to meet the needs of our clients while paying attention to the unique requirements of our clients with disabilities under the lens of diversity, equality, and inclusion. Comments regarding how well those requirements are being met are welcomed. Feedback regarding the way Findhelp provides goods and services to people with disabilities can be made through our website’s “contact us”, in person, by telephone, through email, or by other means as required. Feedback sent through the website will be directed to the Manager, People & Culture. Feedback in person, by telephone or through email should be directed to:

Manager, People & Culture
Findhelp Information Services
1 St. Clair W. Ste. 1000 Toronto, ON M4V1K6
Email: info@findhelp.ca
Phone: 416-392-4605 extension 102
TTY: 1-800-340-1001

Feedback will be used to improve client service, information and communication and employment standards. In addition, the author of the feedback will be provided with a response in the format in which the feedback was received. The feedback may outline actions deemed appropriate, if any. To request Findhelp’s accessibility policies, procedures and plans, please contact Manager, People & Culture as described above.

Findhelp | 211 Strategic Plan 2024 - 2026

Our Vision: People connected. Communities strengthened.

Our Mission: We create connections and solutions to build strong and equitable communities.

Navigate Systems

Access to community services for ALL

Evolve 211 into Canada’s Social Infrastructure

Prioritize access, impact and awareness
in equity deserving communities

Deepen exploration, collaboration and innovation, towards building the future of information and referral in North America

Illuminate Trends

Identity and share insights for social good

Evolve and build community knowledge and commitment to data for equity collaboration

Utilize our data to identify trends
and enable opportunities

Leverage the strengths, unique
opportunities and potential in our data

Advance Change

Amplify system engagement and social change

Impact policy, planning, research, and digital solutions through innovation, convening
partners and collaboration

Identify and engage with opportunities to collaborate and contribute to social justice, system change, and community impact

Elevate Equity

Systemic discrimination and racism exist, and we are committed to righting this wrong

Action our equity, accessibility and reconciliation frameworks, working
towards decolonizing our organizational practices and systems

Values:

We are intentional about what we do, why we do it, who we do it with, and who we do it for

Collaboration

We can achieve more together than apart

Equity

Enable progress towards
equity and social justice
in all that we do

Excellence

Boldly aspire towards
maximum impact, exceeding expectations in all that we do

Innovation

Ongoing learning
and improvement

Being creative and agile amplifies our outcomes

Integrity

Living our values in actions, decisions and accountabilities

People

Those we support
and their communities

Those who support us

Those that provide support

Note: Equity groups include Indigenous people, Black and other racialized people, women, 2SLGBTQIA+ people, people with disabilities, Francophone people, and those who experience other forms of systemic oppression.

What we Stand for

Findhelp’s core values define what we stand for and how we operate, helping us to work together in the most fulfilling ways. We are passionate about providing service to others and through our actions demonstrate respect, empathy, honesty, integrity and trust.

We are accountable and uphold the highest professional standards. We value partnership. We work together bringing out the best in each other and creating strong working relationships. We value diversity in the broadest sense. We create an inclusive environment that celebrates individual differences. We respect people for who they are and for their knowledge, skills, and experience as individuals and team members. We treat clients with respect and fairness and expect the same in return.

Our Funders

We are deeply grateful to all of Findhelp’s funders for their many years of support, assistance and guidance. They have consistently understood and valued the expertise of Findhelp and its partners, and shared the goals of providing cost-effective and reliable service to the community. We could not deliver our broad range of services without them.