Listing Inclusion Criteria

Last updated: April 21, 2021

The following defines the scope of 211 British Columbia’s resource database and the standards by which inclusion/exclusion decisions are made, in accordance with the Inform USA (formerly AIRS, Alliance for Information and Referral Systems) guidelines.

Listing Policies

211 British Columbia collects, maintains and disseminates human service information that enables people to make informed choices to improve their quality of life.

Inclusion in the database of human services listed on bc.211.ca is free and is not dependent upon the purchase of a membership, products or separate advertising space from United Way BC.

In general, the database includes organizations or programs primarily located in or serving areas that:

• Provide a direct service to the public
• Are networks or coalitions of direct service providers
• Are involved in licensing, planning or coordinating direct services
• Are not-for-profit, community-based or government organizations
• Are commercial organizations that provide first priority services not offered by the non-profit sector
• Are commercial organizations licenced by the government or with special contractual agreements to operate long term care facilities, child care centres and certain home care services

Organizations must demonstrate the ability to provide ongoing reliable services and have an established funding base or the support of an established parent organization. Exceptions may be made in emerging or underfunded service areas.

Inclusion Criteria

1. Non-profit agencies providing community services
2. Federal, provincial, regional, and municipal government services, and elected representatives
3. Support groups
4. Publicly funded health care providers, including hospitals and residential care facilities
5. Groups performing system advocacy regarding issues and causes
6. Occupational organizations, especially those in the community service fields
7. Member organizations, such as churches and service clubs, offering free or low-cost services beyond their own membership
8. Organizations located outside BC:
   • Providing service across BC; or
   • Providing service to people dealing with issues related to the specialty help lines; or
   • Providing a service not available locally, that is accessible through toll-free phone numbers and/or internet access.
9. For-profit companies:
   • Providing free or low-cost services to clients; or
   • Contracted by a government agency to provide free or low-cost services to clients; or
   • Meeting a free or low-cost service need not addressed by the nonprofit sector; or
   • Meeting a service need for inquirers on the specialty help lines that is not addressed by the nonprofit sector.
10. New organizations must have been in existence for at least six months before being included in any public directory. This does not preclude United Way BC from giving out information about a new organization if a caller requests it.

Confirmation of licensure by a third party may be required before inclusion of services such as childcare, home care, and recovery homes.

Exclusion

211 British Columbia reserves the right, in its own discretion:

• to exclude from the database any organization that it has adequate reason to believe may spread hatred or have a philosophy that could be hurtful to the well-being of individuals, groups or the community as a whole.
• to refuse to list or to discontinue listings for organizations that have had serious complaints lodged against them with any regulatory body or with other organizations in the database providing similar services, or with United Way BC itself.
• to exclude or include services according to agency priorities and resources.

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 program in its database, the agency has the right to appeal this decision through the following protocol:

1. Consultation with the Manager, Community Insights & Analysis, Helpline Services at United Way BC.
2. If unresolved, contact the Director, Helpline Services in writing, to challenge the exclusion. The Director will respond to the agency within seven days.
3. If still unresolved, submit concerns to the Chief Social Enterprise Officer in writing. The complainant will receive a reply within ten days.