Have feedback about our website? Let us know.

Listing Inclusion Criteria

Last updated: December 10, 2024

211 is Canada’s primary source of information on community and government non-clinical health and social services. The free, confidential, and multilingual service can be accessed by phone, chat, text, and web. 211 helps connect people to the right information and services, making their pathway to care and resources a guided and trusted one (https://211.ca/index.html).

These criteria define the scope of the 211 British Columbia resource database and the standards by which inclusion/exclusion decisions are made, in accordance with Inform USA (www.informusa.org).

Listing Policies

211 British Columbia collects, maintains, and shares human service information to help people in BC access support and services.

Inclusion in the resource database on bc.211.ca is free and not tied to the purchase of memberships, products, or advertising.

Listings generally include agencies that operate as nonprofit, community-based, or government bodies providing direct programs/services to the public. Also considered are networks or coalitions of agencies and service providers; entities that engage in licensing, planning, or coordinating direct services; and businesses licensed or contracted by government to provide free or low-cost services to the public.

Recognizing the work of the Truth and Reconciliation Commission of Canada, and working from a justice, equity, diversity, and inclusion framework, efforts are made to include and prioritize services that support the advancement of Indigenous and racialized communities.

Agencies/programs must demonstrate reliable services and stable funding or the support of a recognized parent organization. Exceptions may apply in emerging or under-funded service areas. Non-inclusion is not a judgment about the value of a service to the public.

211 British Columbia reserves the right, at its own discretion, to:

Potential grounds for exclusion or removal from the database may include, but are not limited to, service non-delivery, fraud, misrepresentation, discrimination, criminal activities, or operating outside licensing mandates.

If 211 British Columbia decides not to include an agency or service in the database, the agency has the right to appeal this decision by emailing 211-updates@uwbc.ca. A response will be received within 10 business days.

Prioritization of Services

211 British Columbia classifies service types as first priority, second priority, discretionary, or excluded. Basic and critical services are treated as first priority and listed comprehensively. Non-essential services are treated as second priority or discretionary, and inclusion is based on 211 British Columbia’s mandate, capacity, and resources.

The examples below are non-exhaustive and priorities may shift.

First Priority Services

Second Priority Services

Note that 211 British Columbia gives higher priority to services for individuals in need of support due to addiction, age, disability, ethnicity, gender, health conditions, housing status, income, mental health, victimization, or other barriers to accessing service.

Discretionary Listings

Excluded Services

Exit Site Now