Information & referral services in New York State

I am privileged to be visiting the United States and to have had the opportunity to renew contact with the United Way of America and the 2-1-1 information and referral service that connects people with health and human services information in the US and Canada.

Linda Daily of United Way arranged meetings and accompanied me to Hudson Valley 2-1-1 in White Plains on the northern fringe of the New York metropolis. It was a great pleasure to meet the dedicated staff who work to support their local region through the provisionof a community services database and call centre. White Plains 2-1-1, like many 2-1-1 services, is accredited through the Association of Information & Referral Services (AIRS), a professional organisation that provides education and training for information and referral services. Adherence to clear standards and procedures, reinforced by regular assessment to maintain certification ensures quality service provision on a national scale. Tracking of calls and client issues allows for the generation of detailed reports on areas of need, unmet needs and changes over time. These reports then inform planning and funding decisions at for local, state and federal government.

Linda and I also visited the staff of New York City 3-1-1, a service that combines both 3-1-1 (government information) and 2-1-1 to serve city residents. A large call centre operates to respond to calls from the public on a side range of matters, with an underlying knowledge base supporting the staff. Social media are being introduced as additional communication channels (see twitter.com/#!/311nyc) as the service broadens beyond the traditional telephone model.