211 and the Seniors Information Phone Line have released figures from 2020 in the latest annual report. It was a busy year, as the service became an important source of information during the COVID-19 pandemic.
Highlights include:
- Contacts were up 38% compared to 2019
- More than 21% of contacts are considered directly related to COVID-19. It’s believed that number is much higher — further into the pandemic, fewer clients indicated it as their reason for calling, given that the immediate COVID-19 response had waned
- Year-over-year referral source increases: word of mouth (family or friend), health system, media (including initiatives and promotion by provincial and federal governments), two marketing campaigns (one campaign was by 211 Alberta, the other was a national campaign by United Way Centraide Canada which targeted vulnerable populations, including seniors)
- Other referral information is outlined in this table:
