Inclusion Policy


5.1 – Inclusion Criteria

5.1.1 – Inclusion in the database is free of charge and is not influenced by whether or not an organization is a partner in any collaboration with 211 Windsor-Essex or its funding partners.

5.1.2 – Inclusion in the database does not imply endorsement nor does exclusion indicate lack of endorsement. 211 Windsor-Essex does not make comparative judgments of the quality of service provided by organizations in the database. 211 staff are not permitted to recommend particular services; only refer clients to available resources within the community.

5.1.3 – The database shall include organizations or programs located in or serving the City of Windsor and the County of Essex that are:

  • providers of a direct service to the public;
  • networks or coalitions of direct service providers;
  • involved in licensing, planning or co-ordinating direct services;
  • not-for-profit, community-based or government organizations;
  • members of a non-profit organization community-based organization with whom a 211 Windsor-Essex partner has a contractual agreement.
  • other Information & Referral organizations within the community at large that provide direction to inquirers for contact with any of the organizations contained within the database.

5.1.4 – The following commercial organizations shall be included:

  • those that provide first priority services not offered by the non-profit sector;
  • those that have contractual agreements with various levels of government to provide services.

5.1.5 – For communities outside the City of Windsor and Essex County service area, 211 Windsor-Essex lists only critical services which are not available in the service area or are services regularly used by Windsor and Essex County residents.

5.2 – First and Second Priorities

5.2.1 – 211 Windsor-Essex sets first and second priorities for information collection. For first-priority areas, every effort is made to have comprehensive listings of all eligible services. For second-priority areas, collection depends on staff resources, agreements with other agencies to facilitate their unique community information referral needs, and the ability of other agencies to collect and disseminate information. Rather than collecting comprehensive information in second-priority areas, 211 Windsor-Essex may collect representative or umbrella groups, or refer to other telephone or Internet-based services.

5.2.2 – 211 Windsor-Essex gives first priority to basic subsistence and survival related services, including:

  • food, clothing and shelter
  • emergency assistance
  • crisis intervention
  • financial assistance
  • legal and correctional services
  • victim services
  • immigrant and refugee services
  • physical and mental health services
  • employment and training services
  • home support services
  • child care
  • access to permanent affordable housing.

5.2.3 – 211 Windsor-Essex gives second priority to the following quality of life services:

  • education
  • recreation
  • recreation and sports
  • arts, culture and heritage
  • hobby and interest
  • environment
  • peace and disarmament
  • international development
  • commercial assistance

5.2.4 – 211 Windsor-Essex also gives first priority to services for people who may experience barriers to service because of:

  • language spoken
  • ethno cultural group
  • age including risk factors associated with infants, children, youth or seniors
  • low income, unemployment or lack of education or literacy
  • physical, mental or developmental disabilities
  • homelessness or social isolation
  • immigration or refugee status
  • fear of violence

5.3 – Location and Area Served

5.3.1 – A service must be available to all or part of the population of the City of Windsor or Essex County, unless it falls into one of the exceptions listed.

5.3.2 – When a service has a local branch as well as a regional, provincial or national office in the City of Windsor or Essex County, all branches located in the service area are listed. Provincial or national offices outside the service area may also be listed if they provide essential services not available at the local branches. Services outside Canada will be included only if providing a unique service.

5.4 – Eligibility for Services

5.4.1 – Services must be available to the community-at-large. Organizations that provide services only to their own members are excluded, unless membership is available to the community at large, and membership fees (as opposed to service fees) are minimal or on a sliding scale. Associations of human service professionals whose purpose is to serve the community, may be included, even if services are only to their own members.

5.5 – Stability

5.5.1 – Organizations that demonstrate stability in providing services will be included. Stability is evaluated by many factors, including length of time in existence, the existence of permanent or defined staff, a permanent office, an established and secure funding base or the support of an established parent organization, and/or registered charitable status. Exceptions may be made in emerging or under-funded service areas.

5.5.2 – The criteria for self-help groups may vary. They may be included if they have been in existence for at least a year and there is a regular contact person even if they do not meet all the above requirements.

5.6 – Accessibility

5.6.1 – A service should be accessible to the public either in person, by telephone or by mail, including e-mail.

5.7 – Exclusion

5.7.1 – 211 Windsor-Essex reserves the right to exclude from its database any organization that 211 Windsor-Essex has adequate reason to believe may contravene the Ontario Human Rights Code or the Canadian Charter of Rights.
5.7.2 – Potential grounds for exclusion or removal from the database may include, but are not limited to, service non-delivery, fraud, and misrepresentation, discrimination, spreading hatred or criminal activities.
5.7.3 – 211 Windsor-Essex reserves the right to refuse to list or to discontinue listings for organizations that have had serious complaints lodged against them with any regulatory body, or with 211 Windsor-Essex itself
5.7.4 – Organizations that are not licensed in areas where licensing standards exist (e.g. unlicensed private home health care)
5.7.5 – Organizations that do not expressly meet the inclusion criteria