Finding Belonging Within the I&R Community

The Inform USA staff often reads a book together as a team exercise. After reading a few chapters of The Culture Code, by Daniel Coyle, an icebreaker for a recent team meeting was: What groups have you felt a sense of belonging in? 

Coyle writes about how great groups build safety, share vulnerability, and establish purpose. Several of the first chapters provide examples of successful groups and break down why they are successful. At the beginning of the book, safety and belonging are two of the most important ingredients of a successful group.

As I thought about this, I thought of several past groups I had been a part of, but eventually landed on my involvement in the information and referral (I&R) community, a community I didn’t even know existed until I landed a job in it.

My path into I&R began at 211 Nova Scotia. After graduating with a Master’s in Library and Information Studies, it’s not where I expected to find my first ‘real’ job, but I was living in a city with a fresh crop of new graduates each year, and the competition was tough, so I broadened my search. When I came across the job post for a Database Manager, I jumped at the chance to use my newly acquired skills in a non-traditional environment.

As I settled into the position, I felt like I was part of something bigger than myself. It was a key step in connecting people to the right help at the right time, and it was extremely fulfilling. It opened my eyes to the everyday challenges and heartbreaking situations that people can face.

In this job, this community - I found something I didn’t even know I was looking for. Not only did I have new friends in the people I worked with every day in the office, but I quickly discovered that there was an entire community of people across North America who shared the same passion as I did. 

But in 2018, my husband's military career required a move to another province, and I had to leave that role.

That transition was hard. Not only was I leaving friends and family behind, but I had to step away from a community and a mission that had become part of my identity - even though I struggled to explain what 211 is or what my job was to people who asked.

Once I was settled in my new home, I started the job search. A good opportunity with the local city came along, but something in me knew I wasn’t ready to walk away from I&R. I wanted to stay connected to the sector, to the people who shared this deep commitment to helping others find support. So, I turned down the city job.

Instead, I leveraged some of the connections I had made at 211 Nova Scotia, and I was able to get a few temporary contracts with other 211s across the country. These projects allowed me to stay engaged with the work I believed in and remain connected to the community with which I felt such a strong connection.

These choices, along with the help and encouragement of some wonderful people, eventually led to my current role at Inform USA. Looking back through the lens of The Culture Code, I see now that my decision to hold on wasn’t just about a career - it was about belonging. 

Coyle understands that belonging isn’t just about fitting in; it’s about being part of a culture where you feel safe, valued, and connected to a shared purpose. That’s exactly what I’ve found. Whether you’re maintaining a database, answering calls, training staff, promoting your services, or building partnerships, everyone is working toward the same mission: making it easier for people to find help when they need it most.

It’s not just a job. It’s a community. And like any strong culture, it pulls you back in - even when life moves you elsewhere.