Information & Referral (I&R) is the art, science and practice of bringing people and services together.  I&R resource databases contain detailed descriptions of the programs and services provided by community, social, health, and government organizations.


Callers to Vermont 2-1-1 will speak with


“trained, empathetic I&R Specialists who assess their needs in a non-threatening, non-judgmental and confidential manner and help them understand their situations and make informed decisions about possible solutions. The I&R Specialist can, when necessary, assist people who are in crisis and emergency situations. I&R Specialists can also advocate on behalf of individuals who need additional support.”

From AIRS – Alliance of Information and Referral Systems


At Vermont 2-1-1, we can provide callers with much more than a phone number or the service hours of an agency.  Our I&R Specialists follow an information and referral process that includes:


  • Establishing rapport

  • Gathering information through active listening

  • Determining the caller’s previous efforts

  • Problem solving in partnership with the caller

  • Matching resources with needs

  • Identifying potential barriers

  • Making appropriate referrals to services

  • Offering follow-up if appropriate


How we index an agency’s services

Vermont 2-1-1 uses the Alliance of Information & Referral Systems’ ( approved Taxonomy of Human Services, a standard indexing system used by human service information and referral organizations throughout the United States and Canada.



Additional information