One of the most impactful things we could do, and certainly the lowest hanging fruit, is to build a canonical directory of all the health, human, and social services available in New York City so people know where to go to get the services they need before, during, and after a disaster.
The directory system I’m proposing is often called a “211 system.” In almost every major U.S. city and in over 90% of counties, if you call 2-1-1, you’re connected to a directory assistance representative that can refer you to the health and social services that meet your needs. If you call 2-1-1 in New York City, you’re connected to our 311 system — which is good at providing basic information about government services, but isn’t able to refer you to the vast majority of nonprofit services available in the city.
211 systems are essential infrastructure for any coherent social safety net. Indeed, without them we don’t even know what the social safety net looks like! These systems enable people to find a huge array of help for a broad collection of things, including: housing, employment, food, children’s services, domestic violence counseling, and so much more.
Without a 211, social workers are left to solve this information problem on their own. Many create their own lists on paper and in Word documents that they share with each other. Some organizations maintain resource directories for certain kinds of people or neighborhoods. Well-funded institutions even pay for-profit companies to find this information and provide it to their clientele.
Our lack of a real 211 system is a hindrance to every nonprofit and government service provider, and an embarrassment to every politician who claims to care about New Yorkers in need.
We can solve this problem by building and maintaining an Open Referral compliant services directory and staffing it so that it can actually maintain the massive amount of service information relevant to New Yorkers. It’s a big job - but over 90% of counties around the USA have already built 211 systems, so it’s certainly something we can achieve.