The Texas Information and Referral Network (TIRN) is a collaboration of many agencies around the state that act as call centers for their local communities. Since 1992 these call centers have provided the community with a central place individuals can access the services they need; however, the most notable shortcoming of these call centers has been publicizing the phone number. Long, unrecognizable numbers have made it difficult for the community to remember the local number. That will all change.

Last July the Federal Communications Commission (FCC) approved use of the dial code 211 for community information. This nationwide code is similar to 911 and 411, however 2-1-1 will provide information specific to community services such as health clinics, non-profits, support groups, professional social service or health associations, elected representatives, food bank info, child care, advocacy groups, government agencies, etc. Dialing 211 will cost nothing and allow members of any community a number that is easy to remember.

The Texas Public Utilities Commission (PUC) on March 20, 2001, approved new rules for the use of the 211 dialing code in Texas. TIRN will be responsible for enforcing those guidelines and, over three years, will manage $4.7 million provided by the Texas Legislature to implement the system. Most of that money will go toward developing the computer systems involved with the project. One of those guidelines is that each call center or Area Information Center (AIC) must be accredited by the Alliance of Information and Referral Systems (AIRS). Texas I&R Network Task Force believes accreditation ensures that each AIC will act with a high level of customer service for those needing help. Each AIC must begin the accreditation within one year of becoming an AIC. The accreditation costs are paid by the State. For nearly a decade TIRN has developed a statewide referral system and has been successful in maintaining community support. Each local AIC is subtly different from the next, because years ago the community decided who would be the lead agency for I&R. Instead of creating a new agency in the community, the TIRN decided to use local resources to collaborate and develop what was already established. Beth Wick, Texas I&R Development Specialist, believes the flexibility the TIRN allows communities has made this project a success.

"That is where our strength lies," Wick said, "We allow the communities to be in control of what the community needs. The hallmark of this Network has been that it is community driven, not state driven."

Wick is excited about the new system and expects a big impact in public knowledge of where to call. In pilot projects across the country, the call load has increased 40% in the first year, and most Texas AICs can expect the same. Here in Austin, United Way’s First Call for Help is already planning for implementation, which will expand their coverage area to ten counties. "Right now we are working on outreach to other counties and entering that information," said Rachel Ladove, Database Administrator, United Way-First Call for Help in Austin.

The TIRN hopes to have the 2-1-1 system set up by the end of 2004 in all of the AICs. The first seven sites will be functional by September 2002, with another six sites in early 2003. By September 2001 there will be 17 sites on the Internet.

For more information on the Texas 211 system, contact Beth Wick at the Texas Information and Referral Network by email at beth.wick@hhsc.state.tx.us or call her at (512) 424-6606.

Here are some other websites that may be of interest:

211.org ­ A National Initiative to Link Community Services
www.211.org.

Texas Information and Referral Network (TIRN) Homepage
www.hhsc.state.tx.us/tirn

Alliance of Information and Referral Systems (AIRS) Homepage
www.airs.org