INCLUSION PLAN 

The resource database is designed to be a comprehensive resource database. Any organization or entity meeting the Inclusion criteria may be incorporated. The focus of the database is services offered to persons located in DuPage County where the service meets either an essential human or economic need.  Areas targeted include clothing and household goods, education, employment, income and financial resources, individual and family support, legal, food, health (dental, medical, mental), housing and utilities, and transportation.  Agencies and services must meet all criteria, as explicitly stated within the Inclusion Plan, to be included in the resource database.

Geographic Area 

Agencies to be included within this database must provide services that meet an essential human or economic need to those located within DuPage County, Illinois, or are providing 211/Information and Referral services in the State of Illinois.

Agency Types 

For inclusion: 

• Non-profit organizations
• Government entities
  • Federal
  • State
  • County
  • Local Government 
• For-profit businesses offering services to the public at:
  • No cost
  • Sliding fee
  • Will accept payment from government or nonprofit entities.
  • Accredited Colleges/Universities that are located within DuPage County
  • Provides services to older adults within DuPage County
  • Or meets a unique human service not otherwise available from a nonprofit provider.

For exclusion: 

Organizations that 

• Do not expressly meet the inclusion criteria.
• Provide services to members only.
• Are sufficiently covered through other resources already included in the database.  If the resource is already being maintained and publicly available through another database such as subsidized housing through Housing and Urban Development (HUD), Childcare listings through the YWCA, or Home Health Care providers through Medicare.gov, we will list the alternative resource database.  
• Do not have at least one established service site that clients can physically visit should the service require it; excluding web and telephone-based services that otherwise meet the inclusion requirements.
• Do not have at least one staff person that is regularly available to communicate with Information and Referral staff, except for an entity that has reliable and current program information posted publicly.  
• Primarily serve for a political cause or are an issue-oriented action group.
• Engage in fraudulent, discriminatory, or illegal activities.
• Misrepresent their services in any way.

Other Inclusion Considerations 

The following items will also be considered when an agency applies for inclusion in the database:

• Degree of demand/need for the services offered.
• Number of agencies in the database currently offering the service.

Exclusion/Removal Criteria 

DuPage County Community Services reserves the right to exclude organizations from the resource database that do not meet the inclusion criteria as explicitly stated within the Inclusion Plan. Potential grounds for exclusion or removal from the database may include, but are not limited to:

• Failure to provide listed services to eligible applicants.
• Fraud
• Misrepresentation
• Discrimination
• Criminal activity
• Agency no longer meets inclusion criteria.
• No response from the agency to three consecutive requests for updated information (at least one will be via phone or physical letter)

Requests for Inclusion 

All requests for inclusion may be initiated by creating/logging into My Account on 211dupage.gov and selecting ‘Add a new resource record’.  Otherwise, requests may be emailed to, 211dupage@dupagecounty.gov.  A staff person will review the request along with any additional information needed to determine if the resource meets the Inclusion criteria. It may take up to 30 days for new requests to be assessed.   Once all the information is received and verified by a Resource Specialist, it will take approximately 10 business days to curate and publish a resource listing.  

Statement of Responsibility 

Organizations appearing in the resource database have entered into a verbal partnership agreement with DuPage County Community Services to provide accurate information about primary services they offer.  They will delegate a resource contact to work with staff at DuPage County Community Services to routinely review and provide updated information on their provider record and program records, including descriptions, hours, eligibility, intake, required documents and fees.  These organizations agree to review their resource record(s) annually, notifying DuPage County either through the online resource record, 211dupage.gov, or by emailing,  This email address is being protected from spambots. You need JavaScript enabled to view it., of any changes needed or to confirm that the data is accurate as it appears. They may affirm this partnership by completing a Memorandum of Understanding each year and submitting it to This email address is being protected from spambots. You need JavaScript enabled to view it..

Inclusion in the resource database should not be construed to constitute an endorsement of an agency, organization, or its services, nor should exclusion be construed to constitute disapproval. The resource database provides information, not endorsements, recommendations, or ratings of potential service providers.

Appeal Policy 

DuPage County Community Services reserves the right to exclude any organization, program, or service from the database at any time that the organization, program, or service does not meet the criteria as outlined in this plan.  Complaints regarding the exclusion, inclusion, description, removal or indexing of an organization or its service(s) may be submitted in writing to the Program Manager. All complaints will be considered in light of the Resource Development Policy. The party filing the complaint will be notified in writing of the final decision and justification thereof. 

 Any further objection to the decision must be submitted in writing to the Director of Community Services whose determination will be returned to the complainant in writing. All decisions by the Director of Community Services are absolute.

Complaints regarding the delivery of a service to a client should be submitted to the organization or entity that provided or refused to provide the service. DuPage County Community Services should also be informed of complaints so that they may keep the resource database current with only those agencies whose referrals are helpful to the community. If there is an egregious non-delivery of service, fraud, discrimination, or misrepresentation of services, DuPage County Community Services reserves the right to remove the agency from the database.