Emergency Response Partnerships: The Critical Role Played by 211 Organizations in Canada During the COVID-19 Pandemic

Justification of research project

Our partnership research began in October 2019 before we knew we would be thrust into a global pandemic. At that time, we anticipated the project would explore the role provincial 211 systems could play during regional natural disasters like wildfires and floods. 

Since the project was investigating the role that 211 could play during emergency management, it was clear that the focus should shift somewhat in March 2020. Since the COVID-19 pandemic was one of the greatest emergencies in Canada’s history, Nelson and her colleagues working for 211 organizations across Canada were immediately provided the “opportunity” to demonstrate the value they could offer to the emergency management ecosystem. Until this time, emergencies that 211 organizations supported were local or regional in nature.  

In light of this new reality, the research team was invited by the Chairs of the 211 Canada Leadership Table to continue their research, with the focus shifting to documenting the role 211 organizations would play during the pandemic and the lessons that would be learned from the collaborative efforts and collective response to the emergency.  

The team has completed their research and is in the final stages of writing a report that will be presented to the national 211 Leadership Table.