Information and Referral services are delivered through a dynamic and complex process that requires:

• Attentive listening skills
• Comprehension of client needs and concerns
• A thorough assessment of each call
• An excellent knowledge of social programs and services
• The ability to clearly explain complex eligibility requirements and application procedures
• Excellent research skills

Effective I&R provides the critical function of helping people access the services that best address their needs.


All of Findhelp's services depend on a database of Toronto's community and social services.

The database relies on a precise classification system that makes it easy to search for programs and services related to a particular topic including:

• Abuse/Violence
• Disabilities
• Employment
• Food Banks
• Health
• Housing
• Legal Aid
• Settlement and Newcomer Services

Our experienced editors collect, verify, classify and maintain all records in the database. Updates are made to ensure the accuracy of the data on a regular basis and every record is reviewed and verified at least once a year.

Our database of Toronto records is accessible through 211Toronto.ca and the Blue Book.

Findhelp coordinates 211Ontario.ca, a collaboration of community information agencies across the province.


The participation of community members and organizations is a crucial part of Findhelp's commitment to accurately identify and respond to the needs of users.

Our many established partnerships with community services agencies, all levels of government and other community information centres also play a vital role in enhancing client support.

Findhelp has created and implemented an advisory process to ensure that all community collaboration is based on compatible philosophy and principles, and an agreement of ongoing commitment to helping people find help.


Findhelp is committed to collaborating with other organizations with the same goal of an integrated and efficient I&R network. Over the years it has played a prominent role in professional I&R associations at all levels - international, national, provincial and regional. These provide valuable forums for the exchange of ideas and the ongoing development of professional standards to enhance service delivery.

• Alliance of Information and Referral Systems (AIRS)
  AIRS is the international standards body for information and referral services. It is responsible for accrediting organization and certifying individual staff, both resource specialists and I&R specialists. As one of the largest I&R centres in North America, Findhelp has provided key support in many areas of the work of AIRS. Faed Hendry, Findhelp's manager of training and outreach, chairs the Accreditation Committee.
  
  
• Community Information Online Consortium (CIOC)
  CIOC is the community-based software used by 90 per cent of information and referral providers in Ontario. CIOC provides data management and contact tracking software which, together with the Findhelp application, represents the 211 information system used in Ontario. Kathy Kelly, Project Manager of 211Ontario.ca, is a member of the CIOC Board of Directors.
  
  
• InformCanada
  InformCanada leads the Canadian Taxonomy Project, which is dedicated to developing a bilingual, Canadian classification system for human services. Findhelp leads the project to develop and implement the taxonomy in Ontario. Findhelp's training division offers information and referral preparatory courses and coordinates certification exams in partnership with InformCanada.
  
  
• InformOntario
  InformOntario is dedicated to providing equitable access to human services information, and it provides leadership in the areas of standards, accreditation, marketing, development, and information technology. Findhelp is recognized as the lead coordinator for provincial information and referral projects.
  
  
• Information & Referral Operators Network (IRON)
  Findhelp Information Services, Information Niagara and Information Collingwood have a formalized agreement, endorsed by their boards of directors, to work together as knowledge partners on provincial projects such as 211. The collaboration builds on and formalizes the work to develop the 211 consolidated system in Ontario. IRON draws on the strengths of the three organizations by combining the experience of all three agencies, which serve approximately one-third of Ontario's population.