From the first hello to the follow-up call, 211 Ops Center runs the whole I&R operation, contacts, resources, referrals, reporting, AI, and security, without stitching together separate tools.
Voice, web chat, text, and email all land in one workspace, so your specialists work from a single, complete picture of each person, no matter how they reached out.
Handle phone, web chat, SMS and text, and email side by side in a single workspace, with no toggling between systems to serve one person.
Every contact builds a structured, assessment-based record, so each person’s needs are captured consistently and are ready for referral.
Residents search a public-facing resource directory themselves, or start a web chat to reach a specialist online when they need a person.
A structured, standards-based directory of the help in your community, kept accurate, geocoded, and always ready to match to a real need.
Organize the directory across Agency, Program, Site, and Service, so listings mirror how services are really delivered on the ground.
Built on the 211HSIS and AIRS taxonomy and fully geocoded, so searches map to recognized service categories and the right location.
Capture eligibility, hours, languages, and fees on every listing, so people see whether a resource truly fits before they refer.
Every edit is tracked at the field level, so you always know what changed, when, and by whom, with no guesswork about your data.
The platform surfaces likely duplicate records and lets staff merge them cleanly, keeping the directory tidy as it grows.
Partner agencies update their own listings, and every change is logged for your team to review before it goes live.
A referral is only half the job. 211 Ops Center closes the loop, tracking what happens after the call and confirming whether people actually got the help they needed.
When a need can’t be met, that gap is captured too, giving your leadership and funders a clear, data-backed picture of where the community is underserved.
Follow-up worklists keep nothing from slipping through the cracks, so every promise made on a call has a path to being kept.
Automation runs through the whole platform, helping specialists find resources faster, answering questions in plain language, and even taking and making calls when the queue spikes.
Describe a caller’s situation in plain language and the assistant matches the right resources by need, place, and eligibility.
Ask a question in plain English and get the answer back in seconds, with no report builder and no waiting on IT.
Across voice, chat, and text, Shirley triages contacts, absorbs overflow, and makes outbound follow-up calls, building the record as she goes.
Every AI answer carries a thumbs up or down, feeding a learning loop that steadily sharpens results for your community.
The platform suggests taxonomy tags for resources, taking the heavy lifting out of keeping a large directory well organized.
Reach back out to prior callers when a recurring or seasonal need is likely, for example ahead of the next cold spell.
Private by design: no client data is ever sent to the AI model, with training and retention turned off. It runs on leading commercial AI and works across 24 or more languages by voice and chat.
See what’s happening in real time, prove your impact to funders, and connect your data to whatever tools your team already uses.
Watch activity and performance as it happens, so leadership always has a current view of the operation.
An automated email lands in leadership’s inbox each day with the day’s activity and key statistics, with no report to run.
Build the reports your funders and board actually ask for, over live data, without a vendor ticket.
Set reports to generate and send themselves on a schedule, so the right people get the numbers automatically.
Connect Power BI, Tableau, or Excel straight to your data and build the dashboards you want.
A real-time REST API and native HSDS export mean your data is always yours, in an open format, never trapped in a proprietary silo.
The scariest part of leaving a legacy system is the data. So we take it off your plate entirely, our team handles the migration from platforms like iCarol, start to finish.
We bring over your full resource directory, agencies, programs, sites, and services, mapped into the new structure and ready to use.
Years of contact and referral history come with you, so you keep the record and reporting continuity you’ve built.
Our team runs the migration, not yours, so going modern doesn’t mean months of data cleanup on your staff’s shoulders.
Moving off a legacy or iCarol-type platform is one of the biggest reasons centers hesitate to modernize. It shouldn’t be, and with us, it isn’t.
211 Ops Center fits into your world instead of forcing you to rip everything out and start over.
Connect your existing contact-center or phone system. The platform works with the major CCaaS platforms, so you enhance what you have rather than replace it.
Plan and manage events and workshops, including public registration, so community programming lives in the same platform as everything else.
Any function or data in the system can be reached through the API, so you’re never boxed in by the built-in screens.
Built for organizations that handle sensitive information at scale, and operated to standards your board, funders, and auditors will recognize.
A SOC 2 Type II environment and an independent penetration test that closed at an A, Excellent posture with zero unresolved findings.
Encryption at rest and in transit, multi-factor authentication, single sign-on, granular role-based access, full audit logs, and a built-in web application firewall.
The platform monitors its own errors, on-screen page performance, and system health in real time, so issues are caught proactively, often before anyone notices.
Multi-region disaster recovery, 5x surge headroom for disaster-driven spikes, a real-time public status page, and a documented service level agreement with service credits.
Your own dedicated instance, controls you manage yourself, and access that works for every resident and every specialist.
Every customer gets their own instance of the platform, for flexibility, performance, and an added layer of security.
Configure forms, fields, taxonomy, users, and languages yourself, with no vendor ticket for routine changes.
Because routine configuration is in your hands, adjustments happen when you need them instead of waiting in a vendor queue.
Ships with English and Spanish, and you can add more languages yourself whenever your community needs them.
AI voice and chat reach residents in 24 or more languages, so more people get help in the language they speak.
Built to WCAG 2.1 AA and Section 508, with a published VPAT, so the platform works for everyone who relies on it.
Every feature on this page, working together, in a 30-minute demo. No commitment. No pressure. Just a look at what modern 211 software can do.
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