211s and Information & Referral (I&R) centers sit at the front lines of community need. Across the country, 211 teams are managing rising call, text, and chat volume; increasingly complex client situations; fragmented data systems; and growing expectations around care coordination, follow-up, and SDOH reporting, often with limited staff and funding.
This session is intentionally designed as a facilitated working session rather than a presentation about a specific software platform or vendor solution.
The session will function as a facilitated meeting of the minds. Participants will work collectively to identify a small number of common, real-world challenges that 211s regularly encounter across programs such as disaster response, housing, utilities, and food assistance. These challenges may include high-volume intake, need for after hours services, scheduling bottlenecks, closed-loop referrals, language access, or time spent on manual processes.
Once shared challenges are identified, the facilitator will guide the group through a structured, problem-first exercise. Together, participants will walk through how technology could help address these issues, starting with the problem rather than a pre-selected solution. The group will explore what an ideal process might look like, what tasks could be streamlined, what should remain human-centered, and how technology can reduce friction without disrupting service delivery.
The session will also create space for open discussion about real-world constraints such as data privacy, staff capacity, funding, trust, and implementation challenges. The goal is not to arrive at a single answer, but to learn from one another and build shared understanding.
Participants will leave with new ways of thinking about technology, a repeatable framework for collaborative problem-solving, and practical ideas they can bring back to their agencies.
The emphasis is on making technology work for information & referral, not the other way around.