4. How Current 211 Service Works
In California, 211 is operated by private non-profit community-service organizations, local government, or local affiliates of the national organization of the United Way of America. When an individual dials 211 (free of charge to the caller),15 a local exchange carrier (LEC) routes the call to the authorized 211 provider in the service area of the caller.16 The 211 service provider then responds to requests from the caller regarding social services (see Section 2.1 above).
Pursuant to D.03-02-029, the Commission grants 211 service providers authority to provide 211 service and to purchase network telephone service that will enable them to receive calls from those who dial 211. The prospective 211 service provider submits an application letter to the Commission's Executive Director, and serves the application letter on all parties to R.02-01-025. 17 After the application letter is reviewed, the Commission issues a resolution either authorizing or denying the application. Within 120 days of the application letter being submitted, the LEC that operates in the 211 service provider's locale files an advice letter, except as noted below, proposing tariffs or contracts applicable to the routing of the 211 call. The advice letter specifies the switch translation required to direct the number dialed (211) to the 8YY number that is the 211 service provider's actual phone number.18 If an LEC provides this routing service as a detariffed or non-tariffed service in accordance with General Order (GO) 96-B, Telecom Industry Rule 8.2,19 such service is not subject to Commission approval.
Even though approximately 91% of California's population already receives 211 service under the program approved in D.03-02-029, the Commission has approved 211 service in only 30 of California's 58 counties. These remaining 28 unserved counties are primarily located in rural areas and are sparsely populated, primarily in Northern and Eastern California,20 and have an average unemployment rate of approximately 15%, much higher than the current state total of 11.7%.21
15 For example, in its opening comments to this rulemaking, Verizon Wireless stated that its wireless-customers are not charged an additional fee for a 211 call, but are only charged in accordance with the customer's own calling plan.
16 The 211 service provider purchases network telephone service from the LEC that enables the provider to receive calls from those persons dialing 211. A phone call is routed by the local exchange provider(s) to the 211 center designated for the calling party's address. For example, Person A dials 211 in Oakland, the call travels to an LEC exchange, and from there the call is connected to its destination, which is the local 211 service provider's call center.
17 See D.03-02-029 at Ordering Paragraph 2.
18 Id. at Ordering Paragraph 3.
19 Telecom Industry Rule 8.2 Contracts for Tariffed Services: "Contracts for tariffed services must be submitted to the Commission under this Industry Rule. Except for negotiated interconnection agreements, a contract that involves only detariffed or non-tariffed services is not subject to Commission approval and is not to be submitted for filing."
20 Currently unserved counties include Alpine, Amador, Butte, Calaveras, Colusa, Del Norte, El Dorado, Glenn, Humboldt, Inyo, Lake, Lassen, Madera, Mariposa, Merced, Modoc, Mono, Placer, Plumas, San Joaquin, San Benito, Sierra, Siskiyou, Sutter, Tehama, Trinity, Tuolumne, and Yuba.
21 California Employment Development Department, Monthly Labor Force Data for Counties, April 2011 - Preliminary.
