FAQS

What is 211?

211 is a free, confidential community navigation service that connects people to human and social services available across the province. 211’s database contains thousands of programs and services provided by non-profits, community organizations, and government of all levels. Our caring and empathic community resource navigators will search to find the services that fit your unique needs.

211 PEI is available 24 hours a day, 365 days a year, with free phone interpretation in 240+ languages.

Please note: 211 does not provide direct services such as booking medical appointments or completing forms. There are times when 211 will provide phone intake as part of a partnership agreement with an organization. 211 PEI is here to listen and find the appropriate programs for your needs.

Who can use 211?

211 PEI is for anyone seeking information about community, social, government and non-urgent medical services in their community and province. You can connect with 211 for yourself, for a loved one, or as a service provider. Even if you are looking for supports outside PEI, reach out - 211 PEI can connect you with 211s in another province or territory or visit 211.ca .

Is 211 only available in English?

211 PEI aims to be as accessible as possible. The phone service is available in over 240 languages through an interpretation service. For those who are deaf, have hearing or speech impairments, 211 can be reached on Video Relay Service (VRS) which connects to a sign language interpreter who provides real time interpretation for telephone calls. Website users can search the website in their preferred language through the Google Translate option.

What types of services are listed in 211 PEI?

211 PEI lists services that are directed to individuals (not businesses) that are offered by non-profits, community organizations, and government. Examples include:

Food    Housing     Recreation    In-Home Support Services    Mental Health    Addictions   Financial Assistance     Government Benefits    Free and Low-cost Clothing and Household Goods   Academic Upgrading    Employment and Training   Services for Newcomers     Programs for Older Adults     Support for Parents and Families    Complaint Services     Legal services    Disaster information  Services for People with Disabilities   Health & Wellness   And many, many more!

Is 211 the right call?

Not sure where to turn? Tired of calling different services but still not finding the one you need? Reach out to 211 PEI. There is no wrong call!

At 211 PEI, we receive a wide range of calls. 211 is a one-stop shop to find support for whatever is going on in your life.

A reminder:

211: Connect to community and social supports

411: Paid directory assistance

511: Road conditions

611: Cell phone issues

711: TTY Relay Service

811: Speak with a Nurse

911: Fire, police, and medical emergencies

What about crisis calls?

In an emergency, please dial 9-1-1. Dedicated crisis helplines exist to support a variety of needs. A list can be found here.

If a crisis call comes through to 211 PEI, our community resource navigators will do their best to connect calls with the appropriate crisis helpline. Our navigators undergo extensive training, including ASIST Suicide Prevention Training. Protocols are in place for how to deal with crisis calls and calls that involve adult or child abuse. These protocols were developed in accordance with PEI Protection Acts and reviewed by appropriate government departments.

What to expect when you call

First you will be connected to a voice recording that will ask you to select if you are calling from PEI or Nova Scotia and to choose between English or French. Next, you’ll be connected with a highly trained community resource navigator (CRN). If you require interpretation, let the CRN know which interpretation language you need. The CRN will then connect with Language Line (no cost to the caller) so that you can converse in your language of choice. It can take a few minutes to establish a connection.

Once you connect with a CRN, it’s a one-on-one conversation with no time limit on the call. 211 navigators use empathy and are trained to do needs assessments to identify your needs and find resources that are suitable. You will only be directed to services for which you are eligible, and which match your unique needs. Very often people call with one need, but through the course of the conversation, more needs are identified.

Navigators aim to ensure that a caller has enough information and is able to follow through on contacting referrals provided. If needed, follow-up, soft advocacy, or warm transfers are performed, and copies of referrals can also be sent by email.

What questions will you be asked? Because many programs have eligibility criteria, you may be asked questions about your age, location, gender, if you earn below a certain income, and other questions that can help identify suitable programs. Answers are always confidential, and callers do not have to answer if they are not comfortable doing so. Some of this data is collected but is always presented in anonymous and aggregate form. Data is used to help inform community partners to assess where services need to be strengthened.

Is 211 always confidential?

All contact to 211, whether by phone, text, email, chat or through the online directory, is confidential.  Any information provided, such as age, gender, community location, etc is always presented in an anonymous and aggregate way. Data is used for statistical purposes and to help inform community partners about needs and where services might need to be strengthened.

There may be instances where the interaction is not anonymous. For example, a caller reaches out after hours and may choose to provide contact information if a follow-up is needed during business hours.

Confidentiality may be broken if there is an instance of 911 intervention or reporting required by provincial mandate. In these cases, necessary details may be relayed to officials.

Are 211s located elsewhere?

Yes! 211 is available across Kanata / Canada. You can view all other 211s at 211.ca. Or reach out to 211 PEI to ask for contact details for a 211 in another part of Kanata / Canada.

Is 211 open in a disaster?

Yes! If a disaster strikes, 211 is the only 24/7 live answer service where people can turn to find up-to-date information.

How often are records updated?

Records are updated annually. However, organizations and members of the public can reach out to 211 PEI at any time to notify us of changes. Anyone can message 211 via an ‘Update This Listing’ button found on each record https://211pei.virtualgx.com/update-a-listings on the website, by email info@pe.211.ca or phone. 211 PEI staff continually monitor for changes and new programs.

How is the service funded?

As a signature service of the United Way of Prince Edward Island, the organization provides operations and some funding. The majority of funding comes from the Government of Prince Edward Island with some federal government funding and corporate sponsorship for specified aspects of the service.

How is 211 PEI associated with United Way Maritimes?

In July 2024, United Way PEI unified with six other United Ways across the region to serve Prince Edward Island, Central and Southwestern New Brunswick, and Mainland Nova Scotia. United Way PEI continues to operate as a branch of United Way Maritimes and all dollars raised on PEI stay local on PEI. 211 PEI continues to be a signature service of United Way PEI.