Richmond: A Community Snapshot

bc211 presented a Community Snapshot to the City of Richmond in which we highlighted some of the findings around calls we received and referrals we made related to Richmond in 2014. Following is an overview of findings for Richmond calls we received from January 2014 to April 2015.

bc211: What We Do

bc211’s vision is to strengthen communities by connecting people with the help they need. We do this by providing information and referrals to community, government and social services.

The service we provide allows us to capture data on community needs and services, which in turn enables us to provide data to inform programming and public policy.

211 Service

bc211 answers calls 24 hours a day, 365 days a year. Our services are free, confidential, and multilingual. Callers throughout Metro Vancouver, the Fraser Valley, Squamish-Lillooet, and the Sunshine Coast can access our service by dialing 2-1-1, or by texting the name of their community to 2-1-1 between 3:30 pm and 11 pm. Services can also be found by visiting The Red Book Online, which lists over 5700 community resources in southwestern BC.

specialty lines screenshotSpecialty Lines

In addition to the 211 service, bc211 runs four province-wide specialty phone lines:

  • VictimLink BC provides information and referral services to all victims of crime, and immediate crisis support to victims of family and sexual violence, including victims of human trafficking exploited for labour or sexual services.
  • Problem Gambling Help Line provides free, confidential phone service for information and referral regarding community resources for people throughout BC needing help with problem gambling.
  • Youth Against Violence Line provides an anonymous, confidential way for young people to prevent or report crimes connected with youth violence, bullying, peer pressure, and intimidation or threats by a person or a gang.
  • The Alcohol & Drug Information and Referral Service provides free, confidential phone service for information and referral regarding community resources for people throughout BC needing help with any kind of substance abuse.

Callers from across the province can access these services through toll-free phone lines. Callers in the Lower Mainland can access local resources related to these services by dialing or texting 2-1-1.

Calls from Richmond

The following information on Richmond comes from calls to our 211 service as well as to our specialty lines. In 2014, we saw a 14% increase in calls from Richmond from the previous year. Almost 70% of these calls came to us through our 211 line. From January 2014 to April 2015, we received over 1,500 calls from Richmond.

Richmond Caller Demographics

In 2014, the vast majority of callers from Richmond were adults aged 19 to 54. There were slightly more total calls from females in Richmond (51%) than from males (49%) but these numbers vary when we look at call volume by specialty line. Richmond calls to the 211 line were evenly split between male and female callers. The biggest caller gender difference was seen in our VictimLink service, where almost three-quarters of callers were female.

RMD_SLIDE05B calls by gender - by lines

Reasons for Calling

The top five reasons for calls from Richmond during the 16 months reviewed were:

1. Housing and homelessness

2. Substance use

3. Mental health

4. Gambling; and

5. Abuse

We compared these calls to the total calls from three other Lower Mainland municipalities.

RmdCP Top 5 Reasons

In the image above, we note that there are less calls related to substance use from Richmond than the other municipalities. On the other hand, mental health and gambling calls from Richmond were higher.

When we look at the top reasons for calls from Richmond by gender, we see differences in priorities along gender lines. The majority of calls from both genders were for issues of housing. Following that, a higher proportion of calls from females were related to abuse and legal issues, while males called more often for issues of substance use, mental health, and gambling.

RmdCP Top 5 by gender


Services Referred to

About half (49%) of the services to which callers from Richmond were referred were located within Richmond. Of the non-Richmond services referred to, most were located in Vancouver. It is important to note that, whenever possible, bc211 will give several referrals to provide callers with service options.

Not surprisingly, given that most calls were for issues of housing and homelessness, the majority of services referred to were emergency housing services.

RmdCP Top Services

More from bc211

For more information on bc211, visit us online.

If you’d like to download an infographic PDF of the call information on Richmond presented above, just click on this Richmond Community Profile link.

In addition to our information and referral service, bc211 also offers workshops on information and referral, communication skills, or self-care for service providers.  Visit our training page for more on this.

If you’re looking for resources in your community, dial 2-1-1, to connect with an Information & Referral Specialist. You can also message us by texting the name of your city to 2-1-1 between 3:30 pm and 11 pm.  And you can search The Red Book Online anytime.