When you’re trying to leave an abusive situation, the sheer number of agencies, hotlines, and websites can be overwhelming. In a moment of crisis, you need clear, direct paths to help. In Toronto, two of the most powerful "master keys" to unlocking support are numbers you may have heard of but never used: 211 and 311.

These free, confidential services are different but equally vital. Understanding what each one does can save you precious time and energy. Think of them as essential contacts for your phone, right alongside 911.

Think of 211 as the human-powered Google for social services. It is a 24/7 helpline and website that connects you to the full range of non-profit, community, and government social supports. The operators are trained specialists who can assess your needs and provide a direct referral. The service is available in over 150 languages.

How a Survivor in Toronto Can Use 211:

• Finding a Shelter: "I need to leave tonight. Where can I find a safe shelter for myself and my children?" The 211 operator can connect you directly to Toronto's central shelter intake line.
• Locating a Food Bank: "I just left with nothing. Where is the closest food bank to me?"
• Accessing Counselling: "I need to talk to someone. Can you help me find free or low-cost trauma counselling?"
• Getting Financial Help: "I heard there's a grant to help me pay my overdue hydro bill. How do I apply?" 211 will know the local agency responsible for the Low-income Energy Assistance Program (LEAP).
• Finding Legal Aid: "Where can I get free legal advice about a restraining order?"

The bottom line for 211: Call when you need help with a life challenge. It’s about connecting with the programs and people who provide health and social support.

Think of 311 as the front desk for all non-emergency municipal services. It's your guide to navigating the City of Toronto's infrastructure, programs, and government operations.

How a Survivor in Toronto Can Use 311:

The needs here are often part of the long-term plan for rebuilding, but they are just as important for stability.

• Subsidized Housing: "How do I apply for Rent-Geared-to-Income (RGI) housing in Toronto?" 311 can give you the official information and website for the centralized waiting list.
• Property Standards Complaints: "My landlord is my ex-partner, and he's refusing to fix the broken heat. How do I file a formal complaint?"
• Starting Fresh in a New Place: "I've just moved. When is garbage day on this street, and how do I get a recycling bin?"
• City-Run Programs: "I want to sign my child up for a low-cost swimming lesson. Where is the closest City of Toronto community centre?"
• By-law Information: "What are the rules about noise complaints in my apartment building?"

The bottom line for 311: Call when you need help with the systems and infrastructure of the city. It’s about navigating municipal government services.

Call 211 for... (Social Support)

Call 311 for... (City Services)

Emergency Shelter

Subsidized Housing Applications

Food Banks & Meal Programs

Garbage & Recycling Schedules

Counselling & Mental Health

Property Standards Complaints

Financial Aid Grants

City-Run Recreation Programs

Legal Aid Clinics

By-law Information

Newcomer & Settlement Services

Public Transit Info (general)

It is critical to remember when to use the most important number of all.

Call 911 for emergencies in progress. Call when you fear for your immediate safety or the safety of your children. Call when you need police, fire, or paramedics to come right now.

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Rebuilding a life after abuse is a complex process. Save these three numbers in your phone today: 911 for immediate danger, 211 for social support, and 311 for city services. Knowing exactly who to call is a powerful first step.