How 211 Collects Data

How we maintain the database

Our database is updated daily as we learn of changes. Resource managers continually check listings and contacts to verify updates to ensure that our data is as accurate as possible. We encourage providers to contact us immediately if you see any information in our database that you believe is inaccurate or to suggest services.

How we collect information

At 211 Wisconsin, our most dynamic resource for information is our callers themselves. Since our call specialists are accessing the data every single day and giving information to thousands of callers, we often hear about new information or inaccurate records when changes are fresh. We also subscribe to newsletters and newspapers, looking for new or changed information. 211 relies upon agencies to let us know when they are getting inappropriate referrals, or when they have new programs. We send annual requests to each agency in our database showing the details on file about their services and sites, so they can review their information and send corrections or verification that things remain accurate.

Style rules

211’s resource managers enter agency information according to internal style rules. Agency descriptions must state the agency type and provide a general description of services and programs. We do not use agency mission statements or evaluative adjectives such as “comprehensive,” “successful,” etc. We have other style rules that establish standards, including when we must use complete sentences in descriptions; how to write addresses, hours, and administrator titles; when we add sites to agencies; and when we add services. Questions about our style manual should be directed to our administrative offices.

Indexing an agency’s services

211 uses the Human Services Indexing System, an approved Taxonomy of Human Services, and a standard indexing system used by human service information and referral systems throughout the U.S. This national taxonomy contains thousands of service terms, organized into 10 general categories and many subcategories. 211 uses about 1,800 of these, chosen according to our own general information and referral needs. Agencies cannot re-name specific service terms since the terms are part of a national indexing system. However, we invite your comments and suggestions about the service terms we use. We do add terms or make changes to terms when community needs or standards in acceptable terminology advise a change.

Primary vs. secondary services

Agencies are indexed for “primary services” only, and not for “secondary services.” Primary services are entry-point services; secondary services are services that a consumer receives once they become agency clients. For example, a substance use treatment provider’s primary services may be Outpatient Substance Abuse Detoxification and Substance Abuse Counseling, and a secondary service may be support groups that clients attend. Another agency may offer Substance Abuse Support Groups as a primary service, because that is the service that is available to the community.