FAQ

What is CNEO and 211?

CNEO (formerly CICO)

Community Navigation of Eastern Ontario (formerly Community Information Centre of Ottawa (CICO)) is a non-profit, bilingual organization that helps to connect people through multilingual mediated access to community, social, health and government services in their community. We changed our name from CICO to CNEO in 2020, in order to better reflect our service to all of Eastern Ontario, not just the City of Ottawa.

CNEO provides a wide range of services to residents of the city of Ottawa and Eastern Ontario. Services include but are not limited to information and referral, providing the 211 service across Eastern Ontario, data leasing, email broadcasts, community information bulletin, service record management, service record translations, community needs data etc.

211

211 is an easy to remember, three digit, non-emergency telephone number that connects callers to a full range of community, social, government and health service information. Bilingual and certified information and referral specialists answer calls seven days a week. It is complemented by an on-line directory. 211 is free, confidential and multilingual (150) languages.

What is Ontario 211?

211Ontario.ca is your connection to information about community and social services in the province of Ontario. It is your first stop for information about child care, language classes, job searches, housing, emergency shelters, services for persons with disabilities, home support, legal assistance, financial assistance, and much more.

Most of the services listed on 211Ontario.ca are provided by non-profit, community-based or government organizations that provide a direct service to the public. However, you will find some private or commercial organizations that do not duplicate the work of non-profit, community and government organizations. Inclusion on 211Ontario.ca is free.

211Ontario.ca provides accurate and up-to-date information about services in a consistent format. Information on 211Ontario.ca is updated on an ongoing basis, and changes are verified with a spokesperson from each organization or program.

How do I order a Directory of Ottawa Community Services (Blue Book)?

Unfortunately, it no longer exists in its physical form! The Directory of Ottawa Community Services was a bilingual tool used to search for community, social, government and health services across the City of Ottawa. Because our directories are now available online, we have since stopped publishing its paper incarnation. Please visit our regional database at 211easternontario.ca.

How can I list my organization as part of your database?

To suggest a new record for the CNEO database, send an email to data@cneo-nceo.ca with the following information: the organization’s (and program) name, a description of services offered, the submitter’s contact information, the location/address of the organization, and the eligibility criteria. A resource specialist will analyze the request and will get back to you shortly.

Those who prefer creating the record with someone by telephone should reach the database manager at 613-683-5400 ext 5509 to schedule an appointment with a resource specialist.

It is important to note that the records listed in the database must correspond to the Community Navigation of Eastern Ontario’s Record Inclusion Policy. Prior to submitting a new record suggestion, please refer to the policy.

How can I update the information for my organization?

There are various ways to suggest an update for your organization’s record in the CNEO database.

1) Find your organization in our database by visiting https://211easternontario.ca. Scroll to the bottom of the page where you will see the option to “Suggest Update”. Fill out the form with your changes and submit the changes.

2) Call a Resource Specialist to make your modification live: Kathleen at 613-683-5400 ext 5512

3) Send your changes by email to data@cneo-nceo.ca. Make sure to identify your agency’s name clearly in your email.

What is your Inclusion/Exclusion policy?

Database Information Collection and Maintenance Policy

Criteria for creating and maintaining a record in the Community Navigation of Eastern Ontario’s Database

Community Navigation of Eastern Ontario shall be a comprehensive I&R service with the general public as its target group. The geographical area served includes:

  • United Counties of Prescott & Russell
  • United Counties of Stormont, Dundas and Glengarry
  • City of Ottawa
  • Lanark County
  • United Counties of Leeds and Grenville
  • City of Kingston and County of Frontenac
  • County of Lennox & Addington

Note: The Prince Edward County and County of Hastings regions are served by our data partner: Volunteer & Information Quinte. The County of Renfrew is served by our data partner: Community Resource Centre (Killaloe).

Subject to the priorities detailed in the next section, the CNEO database includes organizations or programs that:

  • Provide a direct service to the public i.e. in person, telephone, internet (including email or online forum, etc)
  • Are networks or coalitions of direct service providers
  • Are involved in licensing, planning or coordinating direct services
  • Are not-for-profit, community-based or government organizations
  • Are commercial organizations that provide first or second priority services that are not already offered by a local non-profit organization
  • Are community development or social enterprise initiatives
  • Are organizations outside Ottawa/Eastern Ontario which provide a service not available locally such as community information centres, distress centres, hospital emergency departments and services for victims of violence and abuse, including sexual assault
  • Organizations should demonstrate the ability to provide ongoing reliable services, and have an established funding base or the support of an established parent organization. Exceptions may be made in emerging or under-funded service areas.
First Priority

Basic subsistence and survival related services, including:

  • Food, clothing and shelter
  • Emergency assistance
  • Crisis intervention
  • Financial assistance
  • Legal and correctional services
  • Victim services
  • Immigrant and refugee services
  • Physical and mental health services
  • Employment and training services
  • Home support services
  • Public and specialized transportation
  • Child care
  • Access to permanent affordable housing

Services for people who may experience barriers to service because of:

  • Language spoken
  • Ethno-cultural group
  • Age including risk factors associated with infants, children, youth or seniors
  • Low income, unemployment or lack of education or literacy
  • Physical, mental or developmental disabilities
  • Homelessness or social isolation
  • Immigration or refugee status
  • Fear of violence
Second Priority

Quality of life services, unless they are for people who may experience barriers to service:

  • Alternative health/medicine
  • Family physicians
  • Education, schools
  • Recreation, sports groups, community centres, meeting places
  • Arts, culture, heritage, cemeteries
  • Consumer assistance
  • Environment
  • Peace and disarmament
  • International development
  • Umbrella groups
  • Hobby and special interest groups (i.e. clubs, faith or political organizations)
  • Volunteer opportunities
Third Priority

Services that enable community engagement and mobilization, social research and planning, mobilization of resources and leadership and governance. These services would include but are not limited to:

Community initiatives
  • Committees, task forces, coalitions
  • Networks and forums (including online support groups)
Exclusion

We reserves the right to exclude from its database any organization that it has adequate reason to believe may spread hatred or have a philosophy that could be hurtful to the well-being of individuals, groups or the community as a whole.

Potential grounds for exclusion or removal from the database may include, but is not limited to, service non-delivery, fraud, misrepresentation, discrimination, criminal activities, or operating outside licensing mandates.

We also reserves the right to refuse to list or to discontinue listings for organizations that have had serious complaints lodged against them with any regulatory body, with other organizations in the database providing similar services, or with individual of Community Navigation of Eastern Ontario itself.

Decisions to include, exclude, or remove a service listing may be appealed by writing to the Executive Director after a reasonable attempt has been made to resolve the issue with editorial staff.