Page 1

Annual Report 2012/13 Celebrating 60 years of service

Vision Strengthening communities by connecting people with the help they need

Mission Providing access to community, government and social services

Values Service—We work as a community to serve community Integrity—We serve clients with respect Innovation—We seek solutions for tomorrow

2012/2013 bc211 annual report

Message from the Chair As my last term on the Board approaches (with bc211, and Information Services Vancouver before that), I can’t help but reflect on the past and anticipate what’s next. Our organization was the first in Canada to be certified by the Alliance of Information and Referral Systems (AIRS)—a rigorous service and operational standard. A year from now, we will be going through our third certification process. Our core mandate to connect people to the services they need hasn’t changed. The same can’t be said for the supporting technology and some of the outputs we deliver. We now have a powerful Information Management System which drives a key strategic initiative—data utilization. This empirical data informs important policy and funding decisions regarding the need for human services and emerging gaps, allowing us to contribute in a new and essential way. Additionally, national 211 efforts are underway. As part of the National 211 Service Providers Group, we have much to contribute. Fifteen years ago when I started, it was impossible to anticipate the internet’s potential. Now we see as many people calling us as searching for services at resources.bc211.ca. And it’s exciting to announce that we will soon be a chat service. An organization’s ability to stay current and to evolve is critical to its success—and from my viewpoint, bc211 is well poised to take the next step—be it further service enhancements, developing future partnerships or extending the service provincially. Michele Pye

Board Chair

Message from the Executive Director 2012/13 was a year where we really demonstrated our capacity to embrace innovation. After much excellent preparation and planning, a new Information Management System was launched in October. The capacity to now gather and analyze data across all of our lines is just one benefit of this accomplishment.Additionally we were able to re-launch our online directory of services in a much more user friendly format (resources.bc211.ca). With six months under our belt we now have a Data Coordinator who is trending information such as what addictions seniors talk to us about , how far people go to find the services they need, and top referral organizations. A picture is emerging of the communities and people we serve and this data is invaluable. I have to applaud our staff who participated fully in the IMS implementation project as well as pm-volunteers.org who offer free professional project managers to nonprofit organizations. With exceptional planning and training we completed our data conversion, trained all staff on the new system and went live with no disruption to our services. I couldn’t be more proud of our team. I hope you find the information in our report useful and I look forward to 2013/14 when we will have a full year of enhanced data analysis to share with you. Myrna Holman

Executive Director 2

Our Story Our Successes Our Services

2012/2013 bc211 annual report

Our Story

2013 marks our 60th year of connecting people to the help they need. Since our humble beginnings in 1953, we have provided more than 600,000 people with access to community, government and social services through quality information and referral. Recognized as a leader in information and referral, bc211 was the first agency in Canada to be certified by the Alliance of Information and Referral Systems (AIRS) in 2002. bc211 first opened its doors in 1953 under the name Community Information Service and was one of the first referral organizations in the Lower Mainland. As we continued to expand our services, we published the first edition of the Directory of Health, Welfare and Recreation Services in 1958, which later became known as 'The Red Book.’ We continued to expand over the next 30 years, and to publish annual directories. In 1985 we became Information Services Vancouver. Although bc211 has grown significantly, taking different forms and names over the years, we have always maintained a firm commitment to providing the highest quality of information and referral service. We began offering specialized helpline services in the late 80s with the direct-dial Victims’ Information Line and the Alcohol and Drug TRYLine. Over the next 20 years, four new specialty lines were added – the Problem Gambling Help Line in 1998, VictimLink in 2003, the Youth Against Violence Line in 2005 and the Shelter and Street Help Line in 2008. In 1991, we started ‘The Red Book’ Online directory and in 2008 we stopped publishing ‘The Red Book’ in paper format. With a web-based format, we are now able to provide the public with resource information that reflects ongoing changes and updates. In April of 2010, the 211 British Columbia Services Society, operating under the name bc211, was officially launched. Since then, bc211 has been operating 211 services in Metro Vancouver, Fraser Valley, and Squamish-Lillooet Regional Districts. To accommodate this expansion of our services, in 2010 we moved to a new location in the historic Woodward’s Building. The popularity of 211 services has risen in the Lower Mainland and our current efforts are aimed at expanding services to the remainder of the province. This past year has seen significant growth and development in our online, phone and reporting technologies. While allowing us to provide exceptional service now, these technologies are also scalable to enable us to continue providing efficient quality information and referral service as we look to the future. Follow our story at:


https://www.facebook.com/bc211 4

Our Successes

Hi-tech enhancements improve high-touch mandate Technological enhancements this past year have laid a firm foundation for improved and expanded services. Launching a new Information Management System (IMS), improving the search capabilities of the Red Book Online and adopting new call recording technology will allow us to provide even better quality and access to community, government and social services. iCarol’s data to help develop future services This year we celebrated the launch of iCarol, a powerful new Information Management System. With a significant investment from the United Way of the Lower Mainland, iCarol will provide more functionality in data positioning and reporting, which in turn will give our community partners and funders richer data to identify unmet needs and analyze trends. The successful implementation of iCarol was greatly supported by Shawn Hawkins, a volunteer project manager from pm-volunteers.org. Shawn’s leadership, along with the collaborative efforts of our staff, culminated in bc211 being awarded the Non-Profit Project of the Year Award sponsored by pm-volunteers.org and the Project Management Institute’s Canadian West Coast Chapter. Red Book Online’s improved search engine delivers more customized information A new version of the Red Book Online directory was launched in February 2013, enabling users to search directly for a name or to search by issues, services, demographics, and/or community. Its new design is more intuitive, and the integration with Google Maps allows users to view service locations. Expanded call centre enhancements improve training and efficiency We continued to improve our call centre functionality, building on substantive initiatives in 2009 and 2010. New screen capture technology was launched in May 2012, further improving quality control processes. As a result, we now have the ability to not only listen to calls, but also view how Information & Referral Specialists search the database and online resources, and document their calls. With this new information, Team Leads are able to enhance quality outcomes through ongoing coaching relative to caller interaction, efficiency of resource searching methodologies and completeness of data collection. As much of our new technology was introduced in the midst of the 20122013 fiscal period, the full benefit of these innovations will be realized in the 2013-2014 period when there has been customized data collected over the duration of a full reporting cycle. We look forward to sharing this information with our funders, community partners and the hundreds of individuals that we connect with on a daily basis.

2012/2013 bc211 annual report

Our Services

211 Service Funded by the generous support of the United Way of the Lower Mainland, bc211 operates a 211 service in the Metro Vancouver, Fraser Valley, and Squamish-Lillooet Regional Districts. 211 is an easy-to-remember, 3-digit phone number that provides free, confidential, multilingual access to community, government and social services 24 hours a day, 365 days a year. 211 calls are answered by certified Information and Referral Specialists, who are able to assess each caller’s need and refer them to appropriate services and resources within their community. The goal of 211 is to connect people of the Lower Mainland to the services they need so that they can live fuller, healthier lives and to assist service providers trying to locate community resources for their clients. In addition to the 211 service, bc211 resource information can be accessed online at resources.bc211.ca. Specialty Help Lines In addition to our 211 service, bc211 also answers four specialty help lines, which are province wide and available 24/7, 365 days a year: » VictimLink BC » Youth Against Violence Line » Alcohol & Drug Information & Referral Service » Problem Gambling Help Line Data Sharing bc211 is committed to strengthening communities by leveraging data for informed community planning, social policy, and funding decisions. In order to answer the help lines and assist those using our Red Book Online directory, bc211 maintains a database of services. Pairing this resource data with our call data makes our information highly valuable not only to individuals in need, but to social service providers, community planners, and local and provincial governments. Reliable data provides a factual base from which to generate effective solutions to complex problems; it allows analysis of assumptions and options, and supports evidence-based decision making. By sharing our aggregated data, we are able to enhance the effectiveness of community planning and policy development. Professional Development Workshops bc211 has offered professional development workshops and customized training for more than 20 years. These workshops were developed in response to the needs of service providers in the community. Service providers and community volunteers benefit from learning information and referral skills and best practices, whether they specialize in information and referral or provide direct service in other areas.


our services: 211 service

211 Service 2-1-1

The 211 service, which was launched on November 2nd, 2010 by bc211, continues to experience increased call volumes. This past year we answered 39,698 calls on our 211 line, had 56,276 visits to the Red Book Online directory, and connected with many more members of the community through numerous outreach initiatives. We are very proud to have partnered this past year with the Fraser Health Authority, and the City of Langley and Township of Langley ("Langleys"). Recognizing the tremendous effort and time involved in maintaining an upto-date resource database, the Langleys approached bc211 in 2012. We compared services, and with a few additions, found that the bc211 database could serve their needs very well. The Langleys website now points to 211 Red Book Online as the source of information for their comunities. In February 2013, bc211 and the City of Coquitlam/Port Coquitlam participated in Pink Shirt Day, an initiative to help combat bullying. 211 pink bracelets were distributed in schools in the cities of Port Coquitlam and Coquitlam. In addition, bc211 hosted a media event where members of the media came to our office to listen to Information and Referral Specialists assisting 211 callers, thereby improving their understanding of the nature of our services. With generous support from the United Way of the Lower Mainland, the City of Vancouver, and the United Way of the Fraser Valley, 211 continues to offer quality information and referral to the residents of Metro Vancouver, SquamishLillooet, and the Fraser Valley Regional Districts. We would like to thank our funders for supporting the vision of 211 so that people can lead fuller and healthier lives.

2012/2013 bc211 annual report

Over a 100,000 people were helped through our 211 service last year " As a senior, it's sometimes hard to make ends meet. My family does not live nearby, so I am thankful to have a service like 211 when times are tough." Walter, 82

" Our partnership with bc211 has allowed the residents of the City and Township of Langley to access community resources in a very easy way, by calling 211 or accessing information online at resources.bc211.ca." Shefali Raja, RD Community Health Specialist, Fraser Health

" I called 211 to look for childcare resources when I moved to Vancouver. The call taker was polite and able to provide me with relevant resources.  I was very pleased with the service I received." Karen, 31

" With the significant number of women and children that we have to turn away due to the lack of space, we rely on bc211's comprehensive database to support families and women in need." Panteha (Pany) Aghili Executive Director, Dixon House 8

our services: specialty help lines

VictimLink BC 1-800-563-0808

Funded by Victim Services and Crime Prevention Division of the Ministry of Justice, VictimLink BC provides information and referral service to all victims of crime, and immediate crisis support to victims of family and sexual violence, including victims of human trafficking exploited for labour or sexual services. VictimLink service is available across BC and in the Yukon.

I no longer felt safe in my home, but didn’t know where to turn to for help. I was worried that my friends and family wouldn’t understand, so I was very thankful to speak with someone who was supportive. The information and resources I was given enabled me to get my life back on track.

All VictimLink staff are trained Victim Service Workers and can provide information, referrals and crisis support to victims of crime. They can connect people to a network of community, social, health, justice and government resources, including victim services, transition houses and counselling resources. They can also provide information on the justice system, relevant federal and provincial legislation and programs, crime prevention, safety planning, protection order registry and other resources as needed. Ongoing training is provided so staff stay abreast of current issues, protocols and developments in the field. To provide increased support for victims of domestic violence, we have continued our efforts to enhance staff training through the Domestic Violence Safety Planning Online Training. In the last year, VictimLink BC provided services to 10,724 callers, including individuals (77%), service providers (11%) and affected third parties (10%). The majority of calls originated from the Lower Mainland (63.3%). We also fielded 62 calls from the Yukon. As is consistent with previous years, the top three caller issues were assault, abuse and criminal harassment.

sample of crimes affecting victimlink bc callers

number of callers

160 140 120 100 80 60 40 20



Hate Crimes

2012/2013 bc211 annual report

Hit & Run

Homicide Human Human Impaired Rights Trafficking Driving

Missing Person

Property Robbery Damage



our services: specialty help lines

Youth Against Violence Line 1-800-680-4264

Funded by the Victim Services and Crime Prevention Division of the Ministry of Justice, the Youth Against Violence Line is a safe, confidential and anonymous way for young people across BC to report crime or violent incidents, or talk one-onone with a supportive person.

I thought they were my friends, but then they posted some really bad things about me online. I felt embarrassed, but didn’t think my parents would understand, so I called for help. It was good to speak to someone who understood how I felt. Thank you for listening to me and helping me feel better about myself.

Our certified Information and Referral Specialists can help with issues such as bullying, gangs, sexual exploitation, dating violence, hate crimes, discrimination, and abuse. We offer non-judgmental support in many languages and provide youth with options, information and referrals to services that can help. Parents, teachers, or service providers concerned about the well-being of a young person, can also call for assistance and information. We had a total of 158 enquiries during the past year from within BC and 62 calls from the Yukon. Callers were given access to a variety of health and community resources with our top referrals being educational resources, counselling services, and the police. What is violence? bullying · harassment · stalking and monitoring other’s activities · dating violence  ·  racism · hate · rape or sexual assault · sexist, racist or homophobic comments · pushing,grabbing, shoving,slapping, kicking, punching, hitting, choking · using or threatening to use a weapon against someone ·gang activity ·sexual exploitation of children and youth ·vandalism or throwing, smashing, kicking, or destroying property.

top services yavl callers were directed to 20%

percentage of callers

18% 16% 14% 12% 10% 8% 6% 4% 2%

Educational Counselling Servies


Anti-gang Anti-bullying Recreational Anger Resources Activities Management Resources

LGBT Resources

Addictions Treatment

Youth Mentoring


our services: specialty help lines

Alcohol & Drug Information & Referral Service 604-660-9382  /  1-800-663-1441

The Alcohol & Drug Information & Referral Service (ADIRS) is funded by the Province of British Columbia and is available 24/7, province wide. Callers looking for free confidential help with any kind of substance abuse can access information and referral regarding education, prevention and treatment services, as well as regulatory agencies. We can also provide assistance to friends and families who are looking for ways to assist their loved ones in making positive change.

I started drinking heavily at 16 and by the time I was 25 my life was completely out of control. I had lost friends and family, and went from one job to the next without any direction for my life. One morning I woke up and something was different: I wanted the pain to end. I called the ADIRS help line and started the process of healing. At the time, I had no one in my corner, so the opportunity to speak with someone who was willing to help, gave me the courage to start my journey to recovery. Thank you for your support.

In the past year, we had a total of 20,498 calls on the ADIRS line. The most frequent type of referral was residential treatment programs (71.6%), followed by outpatient counselling (22.4%) and detoxification (14.1%). Support groups (7.5%) were the fourth most frequent referral type. As was consistent in previous years, the highest call volumes originated from within the Lower Mainland, representing 79% of calls received. The Yukon ADIRS line (1-866-980-9099) saw the majority of calls coming from Whitehorse (58%), followed by Dawson City (8%), and Faro (5%). Consistent with BC, the top reason for calling the Yukon ADIRS help line was alcohol abuse. what substances did people call about? 40%

percentage of callers

35% 30% 25% 20% 15% 10% 5%


2012/2013 bc211 annual report




Prescription Drugs


our services: specialty help lines

Problem Gambling Help Line 1-888-795-6111

The Problem Gambling Help Line is funded by the Gaming Policy and Enforcement Branch of the Ministry of Finance, and is available 24/7, province wide. Calling the Problem Gambling Help Line can be the first step towards regaining control when gambling issues have arisen. Our team has information about resources such as support groups, educational and prevention services for community groups, and free counselling services for anyone affected by problem gambling.

When my friend committed suicide because of his addiction to gambling, I was extremely anxious and realized that I couldn’t deal with my problem alone. I called the help line and was able to make an appointment with a counsellor, which was a first step in the right direction.

Through the past year, our certified call takers attended a variety of training and professional development courses, including the BC Responsible & Problem Gambling Training Program that was completed by 14 staff. With the goal of enhancing program delivery, an independent research survey was also conducted. The information collected will help us make improvements to our programming and enable us to better serve individuals and communities negatively affected by gambling and in need of support. This year we received over 4,000 calls on the Problem Gambling Help Line. Of callers provided with referrals, 39.7% were referred to clinical counselling and prevention services offered through the BC Responsible & Problem Gambling Program, 8.1% to to the BC Voluntary Exclusion Program, and 6.6% to support groups. what gambling activities are callers struggling with? 40%

percentage of callers

35% 30% 25% 20% 15% 10% 5%

Slot Machines

Lottery Products

Table Games

Internet Gambling


Sports Betting


Horse Racing


Board of Directors Michele Pye - Chair Michele has been with bc211 from the beginning, and brought many years of technology-enabled data management experience. A UBC graduate with a Master of Library Science degree, Michele’s accomplishments include creating a virtual library within the Vancouver Public Library system. She is currently Deputy Director of the City of Vancouver Services Review (VSR), formed to find and implement efficiencies in the way the City does business.

Simon Edgett - Vice Chair

Simon Edgett is an entrepreneur with expertise in the telecommunications industry. Simon was co-founder and vice-president of an early internet service provider in British Columbia. Subsequently as an employee of a start-up national telecom provider, Simon provided a key role in growing the company to over a billion dollars in market capitalization. The company ultimately become a division of Bell Canada, where he currently holds a director position.

Michael Mcknight - Secretary Michael has been the President and CEO of the United Way of the Lower Mainland since 2004. Prior to this position he was the President of Big Brothers Big Sisters of Canada. There he developed a national vision and implemented a strategic plan that resulted in an 80% increase in the number of children and youth served during his term. He has undergraduate degrees in Communications from Carleton University and Social Work from York University. He has a Master’s degree in Management from McGill University.

Gary Luedke - Treasurer Gary is a Partner of Smythe Ratcliffe specializing in assurance in ownermanaged business enterprises, not-for-profit organizations and benefit plans. Gary has extensive client experience within the real estate and construction industries and is an award-winning community services advocate. He was presented the Canadian Institute of Chartered Accountants’ Community Service Award in 2004. Gary was a past President of bc211.

2012/2013 bc211 annual report

Warren Olson

Since 2001, Warren has been a member of the senior management team at the United Way of Lower Mainland. In his current position as Vice President, Finance and Administration he is responsible for the manage-ment and direction of the organization’s finance, donor services, human resources, administrative, information technology and performance, research and analytics functions. Prior to United Way, Warren served as the General Manager of CHEK-TV in Victoria and as the Vice President, Finance and Administration for BCTV/CHEK-TV.

Chuck Eamer

Chuck worked for 28 years in the BC Public Service. Currently residing in Victoria, he holds degrees in education and social work. Chuck's most recent position was Assistant Deputy Minister in the Ministry of Children and Family Development. His responsibilities covered the Vancouver Island region, specialied IT projects, Early Years programming, Child Care, and many other areas. In his current semi-retired status, he works in his consulting firm, Eamer Human Systems Consulting, and currently is working with First Nations organizations.

Teresa Budd

Teresa Budd has over 12 years of experience as a lawyer and works with organizations across all sectors. She is currently a Principal at WATSON focusing on governance practice, providing board effectiveness reviews and governance audits. Prior to joining WATSON, she was a partner at Blake, Cassels & Graydon LLP. As a corporate finance and business lawyer, she represented issuers and underwriters in offerings of equity and debt securities. Teresa has a Bachelor of Arts from the University of British Columbia and a Bachelor of Laws from the University of Western Ontario.

Kim Lockhart

Kim Lockhart is the National Director, Learning Programs and Partnerships of United Way Centraide Canada (UWCC), which provides leadership and support to over 100 United Ways Centraides across Canada. Prior to joining UWCC, she served as Vice President of the United Way of the Lower Mainland in British Columbia. Kim was the 1999 recipient of the UWC-CC Award of Distinction and in 2002 was honoured with the Queens Jubilee medal.

Tim Beachy

Tim is the CEO of the United Community Services Co-op. He has more than 30 years in the non-profit sector. Prior to founding the Co-op, Tim held the position of Vice President of United Way of Canada and Executive Director of the Community Social Service Employers Association of B.C. Tim leads the Co-op's Strategic Consulting group and works directly with many organizations that are undertaking co-operative and enterprising development. 14

Financial Statement

211 British Columbia Services Society Statement of Operations Years Ended March 31, 2013 and 2012







225,000 - - 37,806 34,775 15,600 14,680 4,909 1,000 731 599 -

225,000 50,000 23,000 37,806 25,400 13,200 14,680 5,281 1,793 400 593 14,100

Revenue United Way of Lower Mainland BC Government » Ministry of Public Safety Solicitor General » Provincial Emergency and Health Services Commission » Gaming Policy Branch » Ministry of Tourism Yukon Government City of Vancouver Vancouver Coastal Health Authority United Way of Fraser Valley Workshops Miscellaneous Donations Interest Fraser Valley Health Authority



1,647,795 167,629 97,080 65,176 54,187 31,806 16,196

1,464,278 181,129 72,174 65,376 36,093 11,177 13,868





57,140 (57,140)

55,709 (55,709)



Expenses Salaries and benefits Purchased services and subcontracts Office and program Building Occupancy Advertising and promotion Training Other

(Deficiency) excess of revenues over expenses before the undernoted Amortization of deferred capital contributions Amortization of property and equipment (Deficiency) excess of revenues over expenses

2012/2013 bc211 annual report

" At that time, when no one else could help me, you were there to listen to me. I'm grateful."


Looking for information? We can help. Administration Contact Information

Contact our Help Lines


Information and Referral Service: 211

website : www.bc211.ca

VictimLink BC: 1-800-563-0808


Alcohol & Drug Information and Referral Line:

: info@bc211.ca

phone : 604- 875 6431

604-660-9382, 1-800-663-1441

330-111 West Hastings Street

(Outside Lower Mainland)

Vancouver, BC V6B 1H4

Youth Against Violence Line: 1-800-680-4264 Problem Gambling Help Line : 1-888-795-6111 Shelter and Street Help Line: 211 Red Book Online: resources.bc211.ca

2012/2013 bc211 annual report


Dial 2-1-1 and let us help you find the appropriate community, social, or government services

designed by vania musa and brian oentoro

Profile for bc211

bc211 Annual Report 2012-2013  

bc211 2012-2013 Annual Report

bc211 Annual Report 2012-2013  

bc211 2012-2013 Annual Report

Profile for bc211