The Quiet Work of Helping People Find Their Way

by Marcus Logan

As Manager of Community Development & Engagement at Oakville Public Library, I have the privilege of connecting people with the community support information they need. Much of this work happens through Halton Information Providers (HIP), a coalition that brings together the Oakville, Halton Hills, Milton, and Burlington library systems with Milton Community Resource Centre (MCRC) to strengthen access to community service information across the region.

One of the most meaningful parts of my role is supporting the operation of the Halton Community Services Directory (hipinfo.ca). On the surface, a directory might seem simple—a place to search for services. But behind every record is a person looking for help, a family navigating a difficult moment, or a frontline worker trying to make the right referral.

That is what makes this work so personal for me. As people increasingly rely on online searches and AI-generated content, accuracy and trust matter more than ever. AI systems depend on accurate, current, well-maintained information to produce useful answers; when source data is incomplete or outdated, AI-generated information can also be incomplete, inaccurate, or misleading. When someone is looking for food support, mental health services, housing help, or another form of care, they should not have to wonder whether the information they find is current or credible.

Our role is to reduce that uncertainty. We help people find the right support, in the right place, at the right time—in ways that are culturally responsive and locally relevant. At its core, this work makes a difficult search a little easier for someone who may already be carrying a lot.

What I have come to appreciate most is that community services information work runs much deeper than I first understood. Early in my career, I thought of it mainly as collecting and sharing information. Over time, I have come to see the people, relationships, stewardship, and advocacy that sustain it.

Through my president roles on InformOntario and Inform Canada, as well as service on the InformUSA Board, I have also seen how fragile this sector can be. Smaller data providers and community navigation programs face limited and uncertain funding. That reality has deepened my appreciation for what we have built locally and why it needs to be protected.

I value the opportunity to advocate not only for our own services, but also for the broader community navigation sector. I am especially proud that our Halton Community Services Directory keeps smaller agencies visible and accessible, connecting their work with the people who need it.

In Halton, we are fortunate that leaders recognized decades ago that community service information is a natural fit for libraries. This alignment allows us to deliver the service as an extension of what libraries do best: connecting people with trusted information.

I am also proud of the care our team brings to data quality. The directory consistently maintains update rates and accuracy that exceed sector standards, and its information feeds into broader systems such as 211 and Kids Help Phone. Knowing that our work is the backbone supporting the success of other systems and supports frontline responders, service providers, and residents across the community is deeply meaningful.

Looking ahead, I would love to see continued innovation in how community services data is used, shared, and applied—not as an abstract resource, but as a practical tool for understanding and responding to people’s needs. Well managed community services data can support new navigation tools because the directory built on local knowledge and human stewardship.

Community Development Halton plays an important role in this work, and our collaboration continues to grow. By combining data insights with on-the-ground community knowledge, we can build a clearer picture of what people are experiencing and where support is most needed.

Like many organizations in this space, we need sustained funding and greater awareness of the role community services information plays in a strong service navigation system. Funders can provide stable investment, service organizations can keep their listings current, and community partners can help residents discover and use the directory. Trusted information is not automatic—it is built, maintained, and cared for.

This service is largely invisible when everything works well, but it becomes essential the moment someone needs help finding where to turn.

I believe we can tell this story more boldly. Our team is doing meaningful work, and there is an opportunity to help more people understand how trusted community services information strengthens the entire service ecosystem.

The impact is far-reaching. Every accurate record, updated referral, and maintained connection can make someone’s path to support clearer and less overwhelming.

Ideally, every organization would keep its information current, creating a community data ecosystem that is accurate, complete, and easy to navigate. It may sound like a technical goal, but its impact is deeply human.

It would mean that when someone searches for help, they could reliably find the right service, every time. It would reduce delays, ease confusion, and help ensure people receive the support they need when they need it.

For me, that is the heart of this work: building a community where people are not left to navigate complex systems alone. At its best, trusted information does more than point people to services—it helps them feel less alone.

Story curated by Phillip McAllister 

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This post is part of a larger CDH Member Story Project. The intent is to share the depth of our non-profit sector, name how community can support and imagine together what is possible through the non-profit sector to ensure Halton is a health, inclusive and resilient place to live.

Are you a CDH member and want to let your story to the project. You can get started HERE.