Strengthening Connections: Enhancing MAP/211 Partnership
Apr 27, 2026
Written by our partners at the Maryland Department of Aging
The Maryland Access Point (MAP) network continues to strengthen how Maryland residents access services through its ongoing partnership with 211 and local Area Agencies on Aging (AAAs). Together, these partners are working to create a more seamless, coordinated, and person-centered system of support.
Warm Handoffs with AAAs
At the center of this effort is the continued development of the warm handoff process, which ensures individuals are not simply referred to services but are directly connected to the right local AAA for follow-up and additional support. By strengthening this connection between 211 and AAAs, the MAP network is improving how individuals move from initial contact to receiving the services they need.
Why This Matters
For many individuals and families, navigating long-term services and supports can be overwhelming. MAP and 211 serve as critical points of contact, providing immediate information and referral. When more in-depth assistance is needed, AAAs step in to provide personalized support, including options counseling and service coordination. Strengthening warm handoffs between these partners helps reduce confusion, eliminates unnecessary steps, and ensures individuals do not fall through the cracks.
Progress and Early Impact
This collaborative work is already making a difference across the network by providing:
- Stronger coordination between 211 call specialists and MAP staff;
- More direct connections to local services through warm handoff referrals;
- Increased awareness of duplicate contacts, helping identify opportunities to streamline processes;
- Improved communication and feedback between partners to enhance referral quality; and
- Ongoing improvements to the 211 Resource Directory (which Maryland Information Network powers) to support more accurate and effective referrals.
In addition, intern-led efforts are supporting this work by improving the quality and reliability of the 211 Resource Directory, ensuring that 211, MAP, and AAA staff have access to accurate, up-to-date information when assisting clients.
Looking Ahead
Building on this momentum, MAP, 211, and AAAs are focused on continuous improvement in the coming year. Key priorities include:
- Refining warm handoff processes to improve timing and reduce duplication;
- Strengthening coordination and shared understanding of referral pathways;
- Enhancing the 211 Resource Directory to better reflect local service availability;
- Developing clear tools, such as a client roadmap, to guide individuals through the system; and
- Exploring technology solutions to improve scheduling, tracking, and follow-up.
Through strong partnership and a shared commitment to improving access, the MAP network is creating a more connected and responsive system, ensuring Maryland residents receive the right support, at the right time, through the right connection.
Maryland Access Point is a gateway for information and referrals on financial, health, and support services for older adults, people with disabilities, and Maryland caregivers.
MdInfoNet is a public-benefit 501(c)(3) nonprofit and state-designated administrator of the 211 system in Maryland. Kenyn Benjamin is the president and CEO, building a more connected health and human services ecosystem using leading technology and comprehensive information to inform, connect, and drive data-driven decisions across the state that better connect agencies, systems, and people.