211 Ops Center is the modern I&R Automation Platform built exclusively for 211 and information and referral operations. In production today, API-first, AI-enabled, and backed by enterprise-grade AWS infrastructure. Help more people, automate the busywork, and prove your impact.
Schedule DemoMost 211 call centers still run on software designed 10 or 20 years ago. Platforms built when smartphones did not exist. Interfaces that take weeks to learn. Data trapped in proprietary formats that require a vendor call just to pull a report. That is exactly why we built 211 Ops Center.
A modern interface designed for speed and simplicity. New specialists are productive in hours, not weeks. Every click is intentional.
Connect Power BI, Tableau, Excel, or any reporting tool directly to your data through a real-time API and native HSDS export. Build the dashboards your funders and leadership actually want.
A live AI layer that matches resources by plain-language need, answers data questions in seconds, and can even take and make calls. Better matches, faster calls, less busywork.
Introducing
The all-in-one I&R Automation Platform built exclusively for 211 operations, live in production today and backed by enterprise-grade security and infrastructure.
A tiered Agency, Program, Site, and Service database on the 211HSIS and AIRS taxonomy, geocoded, with eligibility and language fields, a provider self-service portal, and a field-level change log.
Assessment-based contact records with met and unmet needs tracking, closed-loop referrals with outcomes, follow-up scheduling, and SMS and email delivery.
A conversational resource-search assistant and an Ask-the-Data console that turns plain English into answers, with a thumbs up and down loop that improves results over time.
An AI agent across voice, web chat, and text that triages inbound contacts, absorbs overflow, and makes outbound follow-up calls, building the contact record as it goes.
A real-time /api/v1 REST platform, HMAC-signed webhooks under 30 seconds, native HSDS 3.x import and export, and a multi-provider contact-center connector.
A custom report builder over live data, Power BI-ready feeds, scheduled distribution, and a daily management brief emailed to leadership with the day’s activity and statistics.
Shirley is the AI agent built into 211 Ops Center, working across voice, web chat, and text. When the queue spikes, Shirley answers, understands the need, and either helps directly or routes to a Navigator, so overflow never becomes a busy signal.
Shirley runs on an enterprise voice platform that supports over 10,000 voice agents and more than one million call minutes a month, so inbound overflow and disaster-driven surges have real capacity behind them.
Every AI response carries a thumbs up and thumbs down, feeding a self-learning loop that improves results over time. And no client or contact data is sent to the AI model: the model gets the request and the database structure, and your data stays in the platform.
Automation is not a bolt-on here. It is built into the platform, from the first call to the daily brief that lands in leadership’s inbox.
Navigators describe a caller’s need in plain language and the assistant matches the right resources by need, geography, and eligibility.
Ask a question in plain English and the platform writes the query and returns the answer, with no report builder required.
An AI layer watches the performance metrics for optimization opportunities and scans the audit logs for defects and intrusion attempts.
Leadership receives an automated daily email summarizing the day’s activity and key statistics, no report to run.
The platform can reach back out to prior callers when a recurring or seasonal need is likely, for example ahead of the next cold spell.
AI runs on commercial models with training disabled and retention off, and client data is never sent to the model for training.
Built for organizations that handle sensitive information at scale, on a cloud-native AWS environment operated to enterprise standards.
A SOC 2 Type II environment and an independent third-party penetration test that closed at an A, Excellent posture with zero unresolved findings.
AES-256 encryption at rest and TLS 1.2+ in transit, native multi-factor authentication, OAuth single sign-on, granular role-based access, and full exportable audit logs.
An in-app Web Application Firewall behind an edge firewall, with rate limiting and continuous monitoring, and accessibility to VPAT 2.5 and WCAG 2.1 AA.
Multi-region disaster recovery, auto-scaling infrastructure, a real-time status page, and a documented service level agreement with service credits. The platform even shows its own speed, with a live page-load timer on every search.
Contacts, resources, referrals, reporting, AI, and security, everything a modern 211 needs is built in and works together. Here is the breadth at a glance.
Voice, web chat, text, and email in one workspace, with an assessment-based record for every contact.
Residents find help themselves on a public directory, or start a web chat to reach a specialist online.
A tiered, taxonomy-based, geocoded directory with an agency self-service portal and a full change log.
Track met and unmet needs, deliver referrals by text and email, follow up, and record real outcomes.
Conversational search, Ask-the-Data, and an AI agent that triages, absorbs overflow, and calls people back.
A daily leadership brief, a custom report builder, BI-ready feeds, and a real-time API, your data stays yours.
Moving off a legacy or iCarol-type platform? We bring your agencies, programs, and contact history across.
Connect your existing phone system, manage events with public registration, and reach any function by API.
SOC 2 Type II, encryption, MFA and SSO, a 99.9% uptime SLA, and multi-region disaster recovery.
Plus dedicated single-tenant hosting, self-service administration, multilingual support, and accessibility built to WCAG 2.1 AA and Section 508.
See all features →No module licenses, no premium-support tiers, no surprise development bills. One transparent rate that fits a nonprofit budget.
Every module and all support included.
Most 211 centers are running on legacy systems built decades ago, or they are being pitched healthcare platforms that were never designed for I&R work. Here is a closer look at how 211 Ops Center compares.
iCarol is the most widely adopted I&R platform, marketing omnichannel contact handling and warm referrals. However, its core architecture was built in 2003 and acquired by Harris Computer Systems in 2018.
WellSky is an enterprise healthcare technology company serving over 20,000 client sites. Its 211 and I&R offering is a small piece of a much larger healthcare business.
Findhelp operates the largest social care network in the U.S., but it focuses on referral networks and SDoH screening for healthcare organizations, not call center management for 211 operations.
Unite Us is a leading social care coordination infrastructure serving healthcare providers and government agencies, but its enterprise pricing can be prohibitive for smaller 211 centers.
Voice, chat, and text with an AI agent built in, on modern cloud-native infrastructure, not a 20-year-old codebase.
Every feature, update, and product decision is made exclusively for 211 and I&R operations. Your needs never compete with a healthcare roadmap.
Call management, resource search, closed-loop referrals, reporting, and a real-time API all under one roof. No stitching together separate tools.
SOC 2 Type II, multi-region DR, and an AI layer at one all-inclusive per-user rate. Every 211 center deserves modern tools.
Whether you are managing a team of specialists, reporting to funders, or overseeing statewide operations, 211 Ops Center was designed for the way you work.
Modern tools that reduce training time, streamline operations, and make reporting effortless. Your team deserves software that works as hard as they do.
Real-time impact dashboards, a daily management brief, and technology that reflects the modern standards your board expects. See the data that tells your story.
Statewide deployment, data aggregation, and interoperability across every center. One platform, one data standard, cost-effective multi-center licensing.
“When we set out to modernize our 211 operations, we needed a partner who understood our mission, not just our technology requirements. Red Toad Software built 211 Ops Center alongside us, creating a platform that reflects how our specialists actually work. The result is a tool that helps us connect Delawareans to the resources they need, faster and more accurately than ever before.”
See how 211 Ops Center can transform your operations in a 30-minute demo. No commitment. No pressure. Just a conversation about what modern 211 software should look like.
Schedule Demo